Montway Auto Transport

*** ***, We apologize for any and all inconveniences you experienced throughout your shipmentUnfortunately, dates in the auto transport industry are estimated only, not guaranteedWe 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 to business daysEven though our estimations are highly accurate, 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.You provided us with a first available date for pick up of 06/06/We assigned a driver to your shipment on 06/10/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, etcThese situations cannot be anticipated which results in all dates being estimated onlyThis 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, Incshall provide Customer with an estimated pickup and estimated delivery dateHowever, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etcThere 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,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

We understand the customer's frustration and are very sorry that *** *** *** Incdelays associated with their truck break-down has caused inconveniences to all parties However the customer is not acknowledging the terms of service he agreed upon nor is he properly identifying the service he purchased, nor including the fact that Montway has and continues to provide support in this uncommon situation We agree, *** *** *** Inchas not performed to the expectations of Montway, nor the customer. However, we must respectfully recap all relative points of the situation whereas Montway has in fact rendered its service, in addition to having gone above and beyond in providing support throughout in continuing communications with *** *** ***, Inc It is important to note, that in addition to our continued daily follow up support, Montway offered a full refund, additional compensation, and claim processing assistance, again, all of which the customer has declined Customer states "Montway has been quite transparent in their communications" HOWEVER FACTS ARE AS FOLLOWED: We have been transparent not only in our communications but with ALL terms of service to which the customer agreed to upon booking, terms of service which are fully disclosed, never hidden Customer states "requirement to perform in a manner that is conducive to their customer."HOWEVER FACTS ARE AS FOLLOWED: We have kept customer informed of all pertinent information as it is received from *** *** ***, IncWe understand the situation is not ideal and we are doing everything we can to assist, including offering a full refund, additional compensation, and claim processing assistance, again all of which the customer has declined Customer states "made to feel as though Montway's contracted carrier is the sole operator of trucks in the United States that can tow a specific trailer" HOWEVER FACTS ARE AS FOLLOWED: The details of the the type of trailer repair needed has been fully explained. Enclosed trailers make up less than 2% of all available auto haulers in the United States*** *** Company, Increported their engine breakdown, and had to have the entire trailer with all the vehicles towed. The cars could not be unloaded from the trailer as the trailer hydraulics are not operable without engine power The only way of unloading this vehicle or unload any of the other vehicles to get to this customer's vehicle, was to have the trailer hooked up to a compatible PTO tractor, which simply was not available in the vicinity of where the truck broke down Montway was constantly seeking out other truckers to see if they could detour off their route in order to assist but none were availableBecause the area is not a high traveled route for auto transporters, the fastest option was for the trucker to safely house the trailer at the tow yard with all the vehicles and then fly back to Seattle, WA to obtain another trailer so he could return to complete the transport.Customer states "At no time has this customer been informed of an effort to retrieve my car from wherever it may be located. I paid Montway to transport my car and Montway now cannot say with any certainty, where my car is." HOWEVER FACTS ARE AS FOLLOWED: Full updates as to our efforts and address information provided by *** *** ***, Incas to the location of the vehicle has been provided in great detail and numerous timesClarification again, Customer is paying *** *** ***, Incnot Montway to transport his vehicleCustomer received full notification in writing of the dispatch assignment to *** *** ***. *** *** Company, Increports they are back in route to which the customer has been provided new delivery dates Montway has acted in complete good faith, with complete transparency to the customer concerning what occurred in transport, full transparency of the agreed upon terms of service, the fact that all dates can only be estimated as occurrences such as this can not be predicted Montway has in fact rendered the services for which we were hired, continues to provide support and updates throughout transport, and has made genuine offerings to compensate the customer for their inconveniences. Tell us why here

Thank you for sharing your experience, your feedback is taken very seriously and we appreciate your time to allow us to address your concernsThe customer created / booked the order on 11/14/with a first available date of 11/14/Please note Montway offers a to business day pickup window
from the first available dateThis information can be found on our website as we are transparent with these terms as they are on our *** profile as well as in all written communication thereafterWe ask that every customer and/or potential customer please take the time and review all information on our website to ensure they completely understand our terms prior to bookingWe understand that most of our customers have time restraints and although we do our very best to make accommodations we cannot guarantee datesUnfortunately we cannot control the different factors the carrier/trucker may encounter during transitAs of 11/18/Montway has taken proper action, this order was cancelled due to customer’s use of profane language when speaking to our agents and sending emails using profanityPer our terms and conditions, Customer agrees that Montway, Inchas the right to reject (cancel) any order for any reason at any time. The customer was informed of the cancellation to his orderThank you

Montway stands by its services and goes above and beyond to assist customers with any issues. 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*** concerns, we promptly began an investigation, reviewing all written and audio communications.The all inclusive service purchased was for an enclosed transport from AZ to NC, a guaranteed pickup date, specified delivery date, and a *** trailer level positionPurchasing a *** 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*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 *** level of the trailer and made the correct decision to *** 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 *** trailer level position rate alone is priced at $which is fully disclosed.We sincerely apologized for this inconvenience and have offered to reimburse the customer for twice the cost of a *** 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 *** level *** requirement which we have offered to double the refund for, but there are no grounds for a $refund

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

Thank you for your review, we appreciate you sharing your experience with us Please note 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 limitsAlso weather delays, mandatory rest stops, pickup and delivery availability delays, weight station checks, police inspections, truck breakdowns, etcThus 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 possibleOn average we 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 arrangementsHowever, there are a lot of moving parts that need to come together for the transport of a vehicle and sometimes we are not able to avoid instances that push schedules to their limits, which is why we cannot and do not guarantee datesOur goal is to transport your vehicle, never to inconvenience our customers in any way.The customers first available date for pickup was 04/06/we did assign the driver on 4/5/The truck driver picked up the vehicle on 4/7/and delivered the vehicle on 4/14/The average transit time is 5-days and this vehicle was delivered within that period We try our best to make sure our carrier companies are able to be contacted, are easy to communicate with, and that they provide customers with advanced notice regarding the scheduled pickup and delivery times / dates for vehicles.Additionally, our feedback department did reach out to the customer on 4/to which we received timestamp notification that the communication was received and opened, however the customer never responded Our carrier network is thoroughly vetted professionals who do their best to communicate safely with customers while on the roadIn this situation, after reviewing your feedback, we are going to be contacting the carrier, with regard to their communication protocols and working to correct any miscommunication on their end with regard to what is expected of them to continue working with us

Initial Business Response /* (1000, 5, 2015/06/11) */
Montway offers a to business day pick up window from the first available dateMeaning we work from the date the customer allows release of their vehicleThe first available date for this shipment was 5/27/the customer did not allow
dispatch to occur as the customer cancelled the order before the time frame provided to assign a trucker
We never increase rates on our customersOnce a customer books an order for a particular rate we are contractually bound to that amountWe do not increase rates unless asked by a customer which also requires a statement in writingIf an order is booked in advance, depending on the particular situation such as shipping during snowbird season or major holidays, those rates are subject to change based on the market at that time
We understand first time shippers may not fully understand the auto transportation industry and for this reason we do our absolute best to educate themWe find that being forthcoming with our policies is the best way to do soOur customers are very happy with our forthcoming and honest demeanorWe are transparent with all of our policies as they are displayed on our website for all of the public to seeAt no point do we deter from these policies, procedures, terms and/or conditions

*** ***, We have attempted to contact you in several occasions, I just left a voicemail in your phonePlease contact us at your earliest convenience ***We appreciate your time

Customer was unresponsive to both the driver and Montway customer support on the scheduled day of delivery Every effort was made to get in contact with the customer for consecutive days thereafter.The vehicle was not held hostage in any wayIt rightfully had to be put into storage in order for the Trucker to continue on his route Truckers will wait for a customer running a couple of hours late from the airport, however please understand they can not halt all of their loads for days Thank you for your feedback

The motor carrier suffered a major fire in transit, where the truck was totaled, however, the trailer and vehicles were sparedThankfully the driver was unharmed.We are truly sorry for this occurrence and the inconvenience it has caused youAs we understand this is not a common occurrence for you,
we will provide more insightWhen an accident involves commercial vehicles, there are very specific requirement procedures that cargo insurance companies must follow per USDOT regulationDepending on the situation and extent of the damages, this process can, unfortunately, can take some timeWe understand that you wanted your vehicles sooner than when the insurance company was prepared to release them, resulting in your payment the $to the tow yardThis is not a fee you would have had to pay if the insurance company was allowed to complete their process.Also we ask the customer to reference term and conditions item #https://www.montway.com/terms-and-conditions to which the customer agreed to within the order confirmation process which states "Customer shall defend, indemnify, and hold harmless Montway, Incfrom any and all actual or alleged claims, demands, causes of action, liability, loss, damage and/or injury (to property or persons, including without limitation wrongful death), whether brought by an individual or other entity, imposed by a court of law or by administrative action of any federal state or local agency, arising out of or incident to any acts, omissions, negligence, or willful misconduct of Montway, Inc., or the Carrier, its personnel, employees, agents, or contractors in connection with or arising out of Montway, Incor the Carrier’s actionsThe indemnification includes, without limitation, the payment of all penalties, fines, judgments, awards, attorney’s fees, and related costs or expenses, and any reimbursements to Montway, Incfor all legal expenses and costs incurred by it."We kindly and respectfully ask that you understand and recognize that Montway and *** *** *** Inc are two separate entitiesMontway does not control the time in which insurance claims are processedWe do our best to obtain all the pertinent information and keep customers informed of the circumstancesMontway has maintained communication throughout this process as we are completely transparent with all of our terms and conditions.Despite these factors, we will try to assist our customers in any way we canPlease submit your tow payment receipt for the $to [email protected] to be passed along to the motor carrier, *** *** *** Incand their insurance company to see what can be done to help you since you paid for an early release of your vehicle from the impoundConcerning a detailing of your vehicle, we will certainly present that to *** *** *** Inc to see if they are willing to honor your requestAlthough this was an unusual situation, please know that debris of any sort is an inherent risk of an open transport so any offering to pay to clean your vehicle would be as a courtesy, not an obligation.As soon as documentation is received, we will move forwardThank you

Initial Business Response /* (1000, 5, 2015/06/11) */
We understand that some customers have restrictions and we do everything possible to accommodate themIn order to be successful with this we ask our customers to make us aware of any possible restrictions at the time of bookingThis way when a
carrier is dispatched we are sure they can provide the exact service the customer is requestingEvery customer is different and not all customers have time restrictions unfortunately if we are not made aware of such restrictions it is nearly impossible to accommodate them
Standard transit time for this route (miles) takes to daysWhen transporting carriers are not allowed to exceed a certain number of driven miles a dayMeaning carriers are required to have rest stops with the duration of their routesThe number of rest stops and time lengths are determined by the distance of miles for each tripThis is federal law that all carrier company's must abide by
Please note that some locations may not be accessible to wheeler level trailers with to cars on them for multiple reasonsThis is also noted in paragraph of our Terms and Conditions: "Carrier will pick up and deliver as close to Customer's door as legally and safely as possibleA 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 restrictions." The reasons may be too narrow roads, one way streets, speed bumps, residential restrictions, weight restrictions, low overpasses and bridges, tight turns, low hanging wires and/or tree branches, steep streets, bridge tolls, access by ferries, etc
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is a bland and general response; they did not address their driver's irrational and rude behavior and they appear to take the side of the driver; all of the locations I wanted to have the vehicle deliver to were in open spaces, wide parking lots at businesses or hotel parking lots right off the roadway, their driver made no effort to accomodate me; and they failed to address the issue of returning a portion of my funds
Final Consumer Response /* (4200, 11, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this appears to be a cookie cutter response to the issues I raised and it doesn't address their driver's rudeness, unprofessionalism, the fact that this driver wouldn't meet any of the destinations I asked , doesn't address the fact that I had to call the police on their driver because I felt unsafe due to their phone calls and texts to me and that their driver was searching through my car when the police and I arrivedi find it strange that their first driver towed my car from ** to ** on *** through mountains in January and delivered to my job location and with easier terrain to navigate through in the May move, I experienced multiple delays and complications and ineffective service and they still have not addressed the issue of my refund due to this poor service
Final Business Response /* (4000, 13, 2015/07/24) */
Please note door to door service is specified in the first response as well as our websiteCarriers are responsible for the safety of each vehicle on their trailerThere are some locations that are not accessible for a larger auto hauler for those areas customers will be asked to meet
Montway sincerely apologizes for any inconveniences with the customer's shipmentAll feedback is used for quality controlWhen any issues are reported Montway conducts a full audit of the order and sanctions are placed on agents or carriers deemed responsible, this is done on the back end as we use such complaints as training toolsWe always want to decrease the chances of such issues happening again and to improve the quality of our business to positively impact our company's growthWe value our customers and their feedback has been the most effective for the professional development of Montway and associated carriers

Montway's Policy regarding personal items is: "Luggage and personal property must be confined to one suitcase OR one bag in the trunk only, with no heavy articles, and is not to exceed lbs." In this particular instance, as a courtesy to the customer, the Montway Agent that booked the customer's
order waived the additional surcharge for additional personal items being shipped inside of the customer's vehicle during transitMontway Auto Transport is an automobile transport company, and allowing a customer to include personal items inside of the vehicle that is being shipped is a courtesy, not an obligationThe Safety Manager performed a full audit, including listening to all phone conversations for this order, and discovered that there was no or misleading information given to the customer by the Booking Agent at any time during the booking processMontway has already extended a Goodwill Offer to the customer, to refund the entire amount collected by Montway in connection with orderMontway served as the broker in this transactionThe broker fee collected by Montway in connection with this order is $The remaining $was paid to the Transporting Carrier, Four Brothers Transport Inc., on the customer's behalf, upon completing successful delivery of the customer's vehicle to the pre-designated delivery destinationBeing that the carrier's services were rendered upon delivery of the vehicle to the customer, payment of freight bills cannot be withheld or retracted from the carrier, per ICC regulationsPer Montways Terms and Conditions, Claims/Complaints and payment of freight charges are two entirely different transactionsWe always advise our customers to pay attention to all of the details in the Terms and Conditions, in any type of contract or order in which they choose to engageAs part of accepting our service, we do expect that our terms and conditions are understood, and that both the customer, as well as Montway, are appropriately held accountable to our terms and conditions As previously indicated, the most Montway can offer the customer is the total amount of funds Montway collected in the transaction, in the amount of $If the customer prefers not to accept our offer, we will respect that decision. If that is something the customer is interested in, he is encouraged to please contact us so we can send him the release form

Although we sympathize with the situation, all dates within the transport industry are estimated and subject to change as dictated in our terms and conditions to which the customer agreed upon at bookingAs we do care for our customers and want to assure that we are here to stand by our brandAn offer of compensation in good faith was made to specifically address Mr***'s inconveniences in the matter The offer was made because Montway was attempting to genuinely address our customer's dissatisfaction Our offer was declined, stating that the offered resolution would not satisfy the complaint We absolutely respect Mr***'s decision to decline our goodwill offer, but we continue to receive demands and threats to "go public." We are more than happy to issue an apology statement: Dear Mr***,Our team sincerely apologizes for your inconveniences and dissatisfactionWe welcome any recommendations that help to improve the quality of our services for our customers. We understand that you experienced some issues with the service you received from the carrier, as well as complications that you reported encountering while attempting to obtain updates on the location of your vehicle during the transportation process Montway Inc is the broker in the transaction and we rely on customers like you, to let us know how the carriers we dispatch perform.The carrier's profile has been subjected to a services inspection audit in order to ensure that our customers will be able to receive their requested updates in a timely mannerAlso, all of your reported grievances are being investigated; any and all responsible parties will be sanctionedAll reported issues will be addressed in order to smooth out the processAny agents involved will also be sent for retraining to ensure something like this never happens againMontway most certainly apologizes for any and all inconveniences, as we care about our customers and try to provide the best service possible. Thank you for your patience throughout

FAD (First Available Date) was 3/21/Pick up was on 3/22/2016- Which is within our estimated days of FADVehicle traveling 2,miles averages to days for deliveryDelivery attempt was made on 3/28/2016, which is the days and within the estimated windowCustomer was unresponsive to
both the driver and Montway customer support, not answering phone calls or emails for several hoursCalls and emails were sent on 3/29/2016,3/30/2016,3/31/2016,4/1/2016,4/2/2016,4/3/On 4/3/carrier was forced to place vehicles in storageThis is well within the legal right of the trucker as he has legal obligations to continue his route to ensure that other vehicles on his trailer are properly delivered to their ownersCustomer did not return our calls until 4/4/to which we facilitated a way call with the truckerThe customer was informed that the vehicles had to be put in storage due to his unresponsivenessDelivery was further prolonged by the refusal to provide the trucker payment for the transportOnce payment was received, the vehicles were in the possession of the customer delivered immediately the same dayWe sincerely apologize for any inconveniencesEvery attempt to get a hold of the customer to deliver the vehicles days after pickup and to avoid placing vehicles in storage, was madeTruckers unfortunately simply do not have the luxury to await customers for weeks. Thank you for your feedback

Complaint: ***
I am rejecting this response because:I am extremely upset by the sub-par customer service received from Montway on several occassions and the constant lies that I was told by the company when they failed to provide updates on the car delivery within the time delivery deadlines they guaranteed me The supervisor referenced in my original complaint told me that they needed to even upcharge me by $to provide a faster delivery (arrival on the Jun 17-19) service they said they could not even do for the first original price - this is why I agreed to pay the upcharge amount When the delivery didn't arrive by the date timeframe - I then proceeded with calling *** *** Logistics manager who was even more rude I do not want anyone else to be misled by this company's advertising practices, bad delivery expectations, usurious upcharges, and poor customer serviceWe need to agree on a refund amount due to the great dissatisfaction and inconvenience this company has caused me All records of conversations with Montway and *** *** Logistics have been documented for my referenceThis company needs to take ownership of this horrible experience.*** ***214,734.9422
Sincerely,
*** ***

Complaint: ***
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 businessSounds like being held hostage.Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: Montway Claims Dept
Contact Phone: XXXXXXXXXX
Contact Email: ***@montway.com
We are truly sorry to have lost this customer's businessAny attending agents to this customer's order will be audited and retrained if
need beIt 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 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 /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although accepted, Montway needs to seriously reevaluate their way of doing businessIt's a shame that I went through over days of waiting with no results to switiching to *** who provided service to me also immediately, kept in direct and consistent contact with me from start to finish and as Montway called it, accomplished "the impossible" by delivering my car from Virginia to CaliforniaFor a company that prides itself on knowing what they're doing concerning their business, I wa surprised to see them refer tou request for delivery as "impossible" and never offered any other alternatives during that day + waiting periodIt took *** about days to find a carrierHmmI thankful to be done with them but still remain in that Monway is undeserving of such a high rating by the Revdex.com