Montway Auto Transport

Thank you for your time to submit your feedback for the events that occurred during transport. Please allow further explanation per our terms and conditions as referenced in the complaint The term for personal property does not only pertain to being "pounds"Our terms state "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."Upon arrival to pick up this particular vehicle, the trucker reported the customer's contents were not confined "to one suitcase or one bag in the trunk only" per our terms As part of their profession, truckers are fully experienced with gauging and estimating weight based on year/make/model of a vehicle USDOT regulations dictate strict weight requirements Customers may not realize their personal contents can cause a trailer to be flagged at an interstate weight check point, where truckers can be sentenced to major fines for such weight overages We are sorry for your frustration, please understand it is at the truckers discretion if he determines your contents to be an overall issue during transport and/or possible grounds for unexpected over-weight fines This is why we are 100% transparent in specifying "one suitcase or one bag in the trunk only, not to exceed lbs".Thank you,

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

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]

Montway truly appreciates you taking the time to submit feedback about your experience. Please know your feedback is taken very seriously. Our drivers will pick up and deliver your vehicle as close to your front door as safely and legally possible. Some 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 restrictions. Please note,  that all service dates in the auto transport industry are estimated and cannot be guaranteed due to the dynamic and ever changing driver schedules. 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. Thus the provided estimated dates could vary by several days. We understand that this caused inconveniences for you and we sincerely apologize, as we try to make sure the transit goes as smooth as possible. Please contact us directly as I'd be more than glad to rectify the situation.

Our number one concern is the service we provide to our customers. We have exhausted all avenues to assist this customer's issue.  We are 100% transparent with our policies, terms and conditions.  The proof of the $75 cost for [redacted] service is publicly published on our website. This is not hidden in any way. After showing the customer this proof and providing numerous explanations, we can only conclude that the customer does not genuinely intend to resolve the issue and instead is attempting to extort unwarranted funds by claiming the service terms and conditions he agreed to does not apply.We live to serve our customers, and at the same token, as a business we have the right to protect ourselves against demands of extorting nature such as when the customer stated "Refund the 600.00 and it all goes away"  We agree the customer should be reimbursed for not accommodating the $75 [redacted] level [redacted] requirement which we have offered to double the refund for, but there are no grounds for a $600 refund. Thank you.

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

Complaint: [redacted]
I am rejecting this response because:Thanks for the confirmation of the 100 lbs limit. This attests that the driver (who insisted 60 lbs limitation) lied. Also, the personal belonging was in one package. The driver did not go against this when he demanded the charge. Please do not spin the subject by citing unrelated terms and conditions.
Sincerely,
[redacted]

We are truly sorry to have lost this customer's
business. It is however 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 thereafter. The vehicle MUST BE ready and available
for pickup at the date the customer specifies that it is. In this case Mr.
[redacted] had not even purchased or paid for the vehicle but yet had already
ordered the pickup for it. Unfortunately for such instances [redacted] does not
have sale receipts from the auto seller or buyer and we do not know the status
of closing vehicle purchases.  It is
solely the customer's responsibility to make sure the vehicle is ready and
available before he tell us that it is ok to send the carrier to pick it up. Mr.
[redacted] booked the transport order on 10/13/15 and gave us a date of
availability for the vehicle of 10/16/15. On 10/15/15 we dispatched a carrier
that signed the transport contract and was to pick up the vehicle on 10/16/16
as per Mr. [redacted]'s requested date. When the carrier arrived at the location
on 10/16/16 the seller of the vehicle stated that the vehicle is not paid for
and he is not releasing it to the carrier. The carrier had to leave without the
vehicle, which is considered a dry run with no load to pickup, wasted gas and
wasted time, which sets off his schedule. Meaning the trucker went to a
location for a vehicle that was not ready for release and in return the trucker
lost out on other loads and money. Being an auto transport carrier is a
full-time job and in order to make trips profitable every spot on the trailer
should be accounted for with a vehicle in place. When pick-ups do not occur
this reduces that ratio thus costing more out of pocket expense for each
trucker instead of profit. After the trucker already went to the pickup
location was informed by the seller the vehicle was not paid for and left the
location Mr. [redacted] requested cancellation. 
We did cancel the order per customer request however the partial payment
for scheduling a trucker is non-refundable. Cancellation Policy states that the customer must
request cancellation in writing BEFORE the carrier is dispatched. After a
carrier is dispatched they have a signed contract for the transport and our
broker service is rendered and the broker fees are no longer refundable. It is
not our responsibility to interfere in customers private sales dealings or
confirm with the seller if they are still selling the vehicle. It is the
customer's responsibility to order service only after he has confirmed that the
vehicle is paid for and 100% available for pickup. The dispatch service was
rendered according to the pickup date Mr. [redacted] requested and according to
the terms and conditions Mr. [redacted] accepted when he booked this order therefore
the service must be paid for. Once the order is dispatched a partial payment is
charged, the service is intangible and thus cannot be reversed. We always
advise our customers to pay attention to all details in the terms and
conditions in any type of contract or order they engage in.  Integrity is one of [redacted] company core
values.  We demonstrate our integrity by
being transparent with all of our terms and conditions of service because we
understand that transporting a vehicle is not a common occurrence. Nothing
within our process is hidden.  That is
how we became one of the largest auto transporters in the United States. We remain in business because we are industry
experts transporting over 6,000 vehicles a month and have a network of over
13,000 carriers.  Both customer and company bare a responsibility to
any business transaction. We understand that not everyone may 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 our terms and
conditions.[redacted] is 100% dedicated to the customer and our
service and care is unmatched! [redacted] stands by its services and will go above
and beyond to assist customers with any issues. Had Mr. [redacted] contacted us
prior to posting inaccurate complaints of the chain of events, we would have been
able to address and resolve the issue at hand.

Thank you for your feedback.We apologize for your inconveniences.   We understand customers have personal plans and needs, so we go out of our way to be clear with all terms and conditions stating no dates are guaranteed.  We are 100% transparent that all transport dates are...

estimated.Because the order was placed through *  ** **    Montway has not collected any funds on this order and any refunds must be sought from *  *  [redacted].We are happy to inform that a driver has been dispatched and pickup has been arranged.  Again, we are very sorry for your inconveniences, your business is appreciated.

We are truly sorry for the frustration the carrier's delay has caused Mr. [redacted].  We have been in contact with Mr. [redacted] and have provided full detail of the reasons and causes attributing to the driver's delays.  The trucker had a breakdown (blown engine) in Greensobro, NC and had...

to have the entire trailer 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 the vehicles is if the trailer is hooked to a compatible PTO tractor. As it was the fastest option, the trucker immediately reorganized his route and flew back to Seattle, WA to obtain another trailer.  Unfortunately during this trip back to the NC tow yard with the second trailer, the driver got stuck in MT because of inclement weather. The driver got on his way again and is currently in OH.  The estimated time of arrival in VA is 1/19.  The frustration with the transport is completely understandable and we too are very unhappy with the trucker.  Such occurrences are unfortunately unpredictable which is why our terms and conditions are 100% transparent that we do not guarantee any transport dates.We will continue to provide support and updates to customer through to delivery.

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

Initial Business Response /* (1000, 5, 2015/06/24) */
We sincerely apologize that there were some damages caused to the customer vehicle. Montway has an in-house claims department who is available 6 days a week; to provide advisement and legal options for customers to collect for their loss. One...

being to file an official insurance claim.
Please note Montway does not have the legal authority to approve or deny any claims as we are not the insurance company. The customer was provided all the information and instructions necessary to file a formal insurance claim; however this further upset the vehicle owner. We do our best to ease customers through the claiming process and sincerely apologize for any inconveniences, but there are policies and procedures in place which must be followed in order to address such situations.
Montway is the broker in this transaction and under the [redacted] Amendment to the Interstate Commerce Act brokers are not liable for damage caused to a vehicle by the carrier.
A broker is a person or an entity that, for compensation, arranges, or offers to arrange, for the transportation of property by a motor carrier. A broker does not transport the property and does not assume responsibility for the property. A claim for cargo loss and damage must be filed with the appropriate motor carrier, which usually would be the originating carrier responsible for transporting and delivering the freight or the carrier causing the loss and/or damage to the freight You can find more information on this federal law here:
https://www.federalregister.gov/articles/2013/09/05/2013-21539/registration-and-...⇄ /> We do not have the legal authority to collect compensation on the customer behalf. The customer insurance provider has such authority and can collect through subrogation.

Initial Business Response /* (1000, 5, 2015/05/04) */
Although not common, accidents do unfortunately occur in transport and we apologize this was your experience. In such cases, Montway provides as much assistance as we are legally able. The customer was presented with the carrier's cargo...

insurance as all carriers we partner with maintain additional cargo insurance coverage. Please note, that carriers are not required by law to offer this additional insurance, it is a requirement that Montway mandates of its carriers, as added protection for our customers.
We unfortunately have no control over the insurance process as far as how long it takes to process a claim or determining the outcome of a claim. Because of this legal restriction, to provide additional assistance wherever we can, Montway also offers mediation services for those situations where all parties agree to address the damages outside of the insurance process. This is a great help in most instances as it greatly expedites resolution for all, however again both vehicle owner and carrier must be willing. We are sorry we could not mediate the claim outside of the insurance process, however we are very glad to learn that [redacted] Inc's insurance is addressing the claim.
Please note, [redacted] and Montway are two separate entities. We can not process a refund for [redacted] Trucking and vice-versa. Your request for a transport refund was sent to [redacted] Trucking, however the insurance claim was already being processed. By Federal law, Section XXXXX of the Interstate Commerce Act (49 USC XXXXX), claims are not to be processed without the tariff being paid in full. Depending on which insurance company is processing the claim, not paying the cost of the transport is viewed as payment towards the damage claim for which they would deduct from your settlement pay out. Meaning you were informed correctly regarding reimbursement of the transport tariff and how it may affect your insurance claim.
Montway cares about its customers and we strive to provide you with the best customer care possible. We can not refund those funds paid to [redacted] however we have made an offer to refund 100% of the broker fee paid to Montway for the transport to compensate for the inconveniences.
We await a response to that offer. Thank you for your time and kind consideration.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Offered to refund me $199 in exchange for removing negative reviews and closing Revdex.com case.

Montway has reached out to the customer on multiple occasions to rectify the issue and we have yet to receive a response. Thank you,

It is important to note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances that may arise to cause a delay in the transportation process: traffic delays/detours/speed limits, weather delays, mandatory rest stops, pickup/delivery...

client availability delays, weight station check-ups, police inspections, truck breakdowns, driver's health issues, etc. Thus the provided estimated dates could vary, depending upon the circumstances that are relevant to that particular order. We are transparent with our estimated date policy; it is published on our website, informed at the time of booking, and mentioned in every email communication thereafter. We 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 engage. As 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. We apologize for any difficulties that this customer may have encountered while dealing with the Transporting Carrier's / [redacted] Trucking LLC's driver to coordinate delivery of Mr. [redacted] 2011 [redacted] E [redacted] in Bakersfield, CA. We stress to our "in-network" carriers that on time pick-ups and deliveries are very important to us, and especially our customers; we even have specific verbiage included in the Dispatch Contract [that is executed between Montway (the Broker in this transaction) and the assigned transporting carrier (the entity that takes physical possession of the vehicle, and ships the vehicle form the point of Origin to the Delivery Destination) instructing carriers to plan their schedules carefully, & If they run into a delay, the driver is supposed to call our office immediately, and also notify our customer. Any deviation or delays from the pickup and/or delivery dates may result in the use/enforcement of business sanction(s) that Montway can employ to penalize the carrier/driver for not adhering to the stipulations outlined in the dispatch contract.   The service for which Mr. [redacted] paid additional funds for, (the "Guaranteed Pickup Service" that he is referencing in his complaint), was rendered in full by Montway, per the Terms of Service that were agreed upon between Mr. [redacted] and the Montway Agent that booked his transportation order. Guaranteed Pick-Up-Service is an additional service that Montway offers to all of our customers that inquire about receiving/implementing said service during the Booking Process, and the details of this (additional) service are as follows: the customer's vehicle is guaranteed to be picked up at the pre-determined point of origin within 2 business days from when the order is first booked. The Guaranteed Pickup Service applies exclusively to the Pickup of the vehicle; not delivery, & requires the customer to pay an additional service charge for the order in question (all of which were explained in full by the Montway Agent to the customer at the time the order was being initiated). Delivery dates, can never be guaranteed, due to any number of unforeseeable factors that may come about (while the vehicle is in transit) to cause a delay in the driver's ability to execute delivery of the vehicle to the customer at the pre-determined delivery destination. The customer received the aforementioned service (in full), as described, and as such, does not qualify for a refund, as the Guaranteed Pickup Service (for which the customer authorized and ultimately paid additional funds) was rendered in full, as described to him during the booking process. The customer booked his order on 01/04/2017, and his vehicle was successfully picked up and loaded for transport by the transporting carrier within 1 business day (confirmed pickup date: 01/05/2017) from when his order was first booked.

We apologize for your dissatisfaction. Montway is 100% transparent that all transport dates are estimated.  All terms and conditions are available prior to booking, reiterated during booking and detailed publicly on our website.  Dates can only be estimated as we nor any other...

transporter has control over traffic, weather, accidents, etc.  Additionally, our estimated window for pick up is 5 business days.  The first available date was 3/9, the 5th business day would have been 3/16.  With a 4 day delivery, the vehicle would have arrived at its destination on 3/20.  The initially assigned trucker suffered a breakdown to which another driver was quickly allocated.  The vehicle was picked up on 3/20 and with the use of team drivers we expedited transit time from 4 to 2 days to get the vehicle delivered on 3/22.  We did everything within our power to get the vehicle safely delivered servicing the customer within our agreed upon terms and conditions.  All parties are informed in writing of any delays.  The order history shows consistent communication throughout from our dispatch agents.  As the order was placed through u   s h I p   the customer paid for the entire amount to u    s h I p, not Montway so we kindly advise contacting u   s h I p directly for any requests for refund.   Montway made a total of .92 cents in this particular transaction.  Thank you for your time.

Initial Business Response /* (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 business. It 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 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.
Unfortunately, this customer chose the economy shipping package, which only includes estimated dates. Regardless of that we had more than 10 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 6,000 vehicles a month and have a network of over 13,000 carriers.

Both customer and company bare a responsibility to any business transaction. We understand that not everyone may 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 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.

At this time we have reached out to the customer and have made an offer to refund. We are waiting on the customer to respond. Thank you.

Complaint: [redacted]
I am rejecting this response because: what we were told when we placed the order and the response we received to our complaint  are different.  I do not expect that Montway will make any resolution to my complaint and I wish other potential clients to know that what their sales people tell you and what actually happens is very different.
Sincerely,
Paul [redacted]

Initial Business Response /* (1000, 5, 2015/06/18) */
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 business. It 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 thereafter. 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. The customer is the cardholder as confirmed with the credit card institution and the payment was authorized by the same cardholder as the service was ordered and booked. We have enforced all security measures when accepting payments in order to confirm identity and obtain proper authorization.
As soon as the order was booked and the vehicle was made available on the same date, Montway has authorization to dispatch the appropriate transport carrier to pickup the customer's vehicle. For this order Montway acted as a broker and our service provided is to locate and contract a transport carrier company to transport the customer's vehicle per the requirements of the booked order. All customer's requirements were met and a transport carrier was contracted and dispatched the same day as the booking. That is considered express service, yet all our fees are standard and the lowest in the industry. The broker fees are non-refundable once the broker service is rendered. The broker service is considered rendered as soon as the transport carrier is contracted for the job. Thus the broker fees are no longer refundable as there is no way to retract a service that has already been rendered. The transportation fees were immediately refunded to the customer upon her request. Cancellation for full refund needs to occur before the broker service is rendered. The broker service is intangible and thus cannot be reversed.
Nothing within our process is hidden, that is how we demonstrate integrity. That is how we became one of the largest auto transporters in the United States.
We ship more than 6000 cars a month and have a have a network of over 13,000 carriers.
Montway is 100% dedicated to the customer and our service and care is unmatched!