Montway Auto Transport

We would like to apologize again for your frustration.  Please note all terms provided in our previous response have been in line/related to the concern you have brought to our attention.  When customers accept terms and conditions it is in their entirety.  So please allow us to re-state the term, it reads "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 100 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"."  Meaning the customer must comply with all elements of this term, whereas the personal items would have to be 100lbs confined to one bag or suitcase in the trunk only.When the driver arrived to your desired pick up location we were informed that the items you had in your vehicle exceeded the amount 100lb amount and was not confined to one luggage/bag per terms and conditions.We realize not all of our customers understand that their personal contents may cause a trailer to be flagged at an interstate weight checkpoint, where truckers can face major fines for such weight overages however such policy is needed to keep your vehicle safe, the driver safe, and all others on the road.

We can not identify this person's complaint as the listed customer is Montway Auto Transport.  This appears to be a mistake or possibly deliberate actions taken by a competitor.  Montway respectfully asks that this case be closed as invalid. Thank you.

We have resolved the matter with the customer and have addressed their concerns to their satisfication.

To clarify, Montway was contracted to secure a carrier to transport customer's vehicle.  If a Montway truck is unavailable, a carrier is sought from our countrywide network of carriers. This is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions.  All transport dates are estimated. We are 100% transparent that we can not guarantee pickup or delivery dates.   This too is fully disclosed on our website, prior to booking, during booking, throughout support of the order both verbally and in writing within our terms and conditions.  Marketplace pricing is based upon carrier availability. Just as any other service is quoted, a cost of an auto transport can be quoted based on marketplace indicators such as availability, season, route, and vehicle type.  A quote was provided, to which our team fully worked to execute.  An option arose where a carrier requested additional pay; again those funds do not go to Montway, they go to the trucker to transport the vehicle, the option was presented and declined.  Montway honored the customer's decline of that option and continued to work on dispatching the order at the quoted price. Due to the high volume of the season, we apologize that it may take longer in some instances, but we always find our customers a solution.  We kept the customer fully informed throughout the process but we can not accommodate the guaranteed dates being requested, therefore we can not service this customer. In the initial Revdex.com compliant, customer stated they did not wish to receive a reimbursement because they did not believe it would be paid in a timely manner.  However a cancellation was fully honored and processed immediately along with a full refund.  We service our customers based on the agreed upon terms and conditions as fully disclosed at inception of the agreement and we must respectfully request to be held accountable to those specified terms and conditions. The order has been officially canceled.

Complaint: [redacted]
I am rejecting this response because: Montway did extend a monetary offer, but I contacted them to accept it and have had no response from them.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/09) */
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 future business. It is imperative that customers have a clear understanding of the terms...

they accept when entering a contractual agreement.
We are very happy as we confirmed that the vehicle was delivered safe and sound. Montway stands by its services and will go above and beyond to assist customers if there are any issues. Sometimes we are faced with difficulties, such as trucks breaking down, driver routes changing, trucks not being able to fit in the designated location. These are the everyday aspects of the Logistics business.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. 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. Nevertheless, even faced by logistics difficulties such as truck breakdowns and truckers not being able to get close to the location because the trailer is too big we still were able to dispatch 4 different carriers in no time, which shows we were dedicated and working hard toward the shipment goal, which we achieved. 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 her with exceptional customer support. Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
The customer's transport was from urban [redacted] to [redacted] That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
"Carrier will pick up and deliver as close to Customer's door as legally and safely as possible. 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."
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. Also note that no 18-wheeler interstate trailer with 2 levels of cars will be ever able to get in a tight urban street. It is simply physically impossible and very, very hazardous for the people and vehicles on the road and for the vehicles on the trailer. Customers need to remember that drivers are professionals and they know best where they can get the trailer in. They are the Captain and Commander of the trailer and they make the judgment calls to make sure the freight and everyone else stays safe.
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. Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
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!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Montway says: We are very happy as we confirmed that the vehicle was delivered safe and sound.
My response: This is true. Finally.
Montway says: Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
My response: Terms, Yes I'm sure they were there and probably met. But nowhere does it say that, due to the nature of this business, the customer will likely be required to negotiate the deal with the trucker they provide. If I'm paying for a service, shouldn't the broker (Montway) have let me know, by some means, that there would likely be no trucker who would pick up this vehicle at a residential address in New Jersey? I spoke personally with so many of the customer service people, couldn't ONE of them have explained to me what I need to do?
Montway says: We estimate the dates for multiple reasons.
My response: I do understand that. However, I placed this order on April 10th. The vehicle needed to be delivered before May 1st and all indications were that it would take 4-5 days to get there. I had no idea this might be a problem As a matter of fact, when I called to check on or about April 13th, they told me I had plenty of time.
Montway says: Guaranteed pickup date service is also available, however at much higher cost to the customer.
My response: This option may have been available when I placed the order. I didn't choose it because it looked like I had plenty of time. However, Montway COULD have mentioned to me that there might be a problem with the order as placed. Any one of the 10 service people who were evidently working on this order could have picked up the phone and asked me if I needed this extra service. Instead, they kept me on pins and needles, and trying on my own to figure out a way to make this delivery work.
Montway says: Once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication.
My response: I appreciate that the vehicle got to where it needed to be, timely, but getting that done was a nightmare for this customer. And I was susprised, after three misses with truckers over the course of a week, Montway didn't even bother to let me know that they scheduled the ultimate driver. Teamwork and dedication?? HA! It was the truck driver who called me to say they were just 2 hours away. Montway sent me an email about half an hour after I got the call. And what if I hadn't answered my phone from an unknown number? Quite honestly, the only reason the pickup worked out is that we had by then figured out where to tell the trucker to meet us. WE did the research on how big the truck was and found a viable pickup location. WE drove to where the truck could meet us about half an hour away. I never got a call from Montway that evening at all.
When I placed the order, maybe the small print said something, but not then and not any time during the process and many conversations did Montway TELL me we needed to take the reigns and figure out a suitable location for pickup. In fact, after the first driver didn't work out, I suggested they take an additional address near our home with a larger driveway and substitute it for our residential home address. They told me they had cleared the new address with the drivers. But when the drivers(2) contacted me, they told me there had been no discussion about the pickup address and they would check it out when they got closer. My husband finally went driving around looking for parking lots and then mapped out how to get there without driving on the roads/bridges around here that don't allow 14' high trucks and/or trailers. Why didn't someone tell us from the start that this needed to be done? Certainly we were not their first customer from New Jersey.
Montway says: The customer's transport was from urban New Jersey to Texas. That interstate long distance transport calls for a really big transport trailer. Please note that some locations may not be accessible to 18 wheeler 2 level trailers with 7 to 10 cars on them for multiple reasons. This is also noted in paragraph 1 of our Terms and Conditions:
My response: SO they did know it was both residential and NJ. And I should have read the small print in the terms. BUT, after having called customer service so many times, after having one and then two drivers not pan out, WHY wouldn't one of the many customer service reps have mentioned to me that this is to be expected and, in fact, direct me to the terms and conditions so I could understand. The rep people were all about RELAX. We are working to find you another driver.
And it was left up to me, the by now totally frustrated customer, to figure out what I needed to do. Communication is key to service negotiations and I feel this was truly lacking with Montway. I wound up losing a half day at work and spent countless hours waiting on the phone and it all could have been avoided.
Montway says: Nothing within our process is hidden, that is how we demonstrate integrity.
My response: Define integrity. I don't think Montway HID anything, they just didn't give me all the necessary information even when I asked, causing a major headache and long ordeal that wouldn't have been necessary if they had just told me up front, clearly, what I needed to do and how the process works. The whole reason for this complaint is to, hopefully, make them think twice about what to tell the next unsuspecting customer.
Montway says: Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution.
My response: Instructed?
Ok well I spoke (and complained) to several customer service reps and one of their managers during this ordeal already. It did not seem to have accomplished anything. So no, I did not decide to contact the owner directly.
Montway says:Montway is 100% dedicated to the customer and our service and care is unmatched!
My response: If this is the way this industry treats their customers and Montway is the best out there, I'd like to suggest that they take the initiative to teach their customer service people how to communicate. They might be surprised to find that their number of 6000 cars a month could skyrocket. And maybe they wouldn't have to be asking customers, after the fact, to be calling to resolve their complaints with them instead of reporting them to Revdex.com!
In summary, thank you for your response but no thanks. Saying you're the best and you followed all the rules doesn't solve anything. I'll say it again, this was the WORST customer service transaction I've ever taken a part in and I sincerely hope you take this complaint into consideration when dealing with future customers. Things need to change at Montway!
Final Business Response /* (4000, 9, 2015/05/28) */
As the customer confirmed one more time, we are very happy that the vehicle was delivered safe and sound.
Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter.
No, customers are never asked to negotiate with the carrier in regards to the transportation. That is pre-arranged in a contract the carrier signs. Keep in mind that Montway is the third party in this transaction so we have no way of controlling if the carrier decide on their own to inquire changes from the customer. The carrier is bound to a contract. In addition, as previously explained, certain city locations may not be accessible to 18 wheeler 2 level haulers with 7 to 10 cars on them as due to common sense that is physically impossible or would cause property and vehicle damages. We regret that the customer may have not been informed verbally and will provide retraining for the agents who work on their order to make sure proper communication is kept throughout the transaction.
All dates are estimated unless otherwise guaranteed in writing secured by an additional guarantee fee.
As customer agreed, once picked up the vehicle was delivered in 2days. For a distance of 1800 miles - 2 day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster delivery. This shows teamwork and dedication. Drivers are required to call at least 2 hours ahead of time to inform the customer of the pickup as they best know exactly what time they can make it. The email confirmation the customer receives is automated controlled by a truck-driver system where the driver himself adds the information, and that sends the confirmation to the customer, so it is possible that the driver called the customer first and after that confirmed the dispatch system. We apologize if that has caused any confusion for the customer.
All customer's suggestions in regards to improving the customer service communication are taken into account and are currently being addressed already. We grow and improve as we grow. And we hope to keep our customers happy as we implement more and more improvements.
Customers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolution. This customer never contacted us to seek resolution. And customer confirmed that they chose not to, which means no resolution was requested from us.
Montway is the largest, most known and with best reputation auto transport broker in the US. We encourage customers to contact us directly with any requests so that we can learn from their words and can also resolve their issues. We are proactive in claim resolution.
Things are constantly changing at Montway and always for the good, which is why we grow so rapidly and have millions of happy customers over the years.
In summary, the customer's only complaint seems to be with customer service communication, as everything else was confirmed by the customer as completed without issues. We take recommendations seriously and we have a rigorous customer service training and the agents who handled the customer's order will be sent in for refresher.
Thank you for your time.

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Montway claims department
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@montway.com
We are very sorry for the inconveniences caused to the customer. Customer satisfaction is very important to us and we go above and...

beyond to provide our customers with great care and support. We are in communication with the carrier responsible for the issues and are negotiating with them for a resolution. We understand the customer's frustration but we require the customers be aware of our terms and conditions when placing the order. Montway stands by its services and will go above and beyond to assist customers with any issues. Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. Nothing within our process is hidden, that is how we demonstrate integrity. 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 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 by day or two. We understand that this could be causing inconvenience for you and we sincerely apologize, as we try to make sure the transit is as smooth as possible.
Guaranteed service dates cost $500-600 more, paid directly to the driver to make sure he rearranges his schedule in a way that he is 100% certain he can make it to the given location on the given date.
The vehicles have been delivered safely and in good condition. Through mediation with the carrier we have already offered a resolution and compensation to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with the settlement but not the response. The wording above implies that the reason for the delays was due to traffic, mechanical, etc. In the end, it may not be Montway's fault that the carrier they selected failed to communicate the location of the cars. I just feel like better controls have to be implemented so that the exact location of a customers auto's is known at all times. If someone had just old me they were sitting in a parking lot in the Northeast and they weren't able to locate a truck to drive my cars down to [redacted] I would've still been upset, but at least I would have known the location of my cars. Either way, the case is closed. I have accepted settlement and will not pursue further action against the company provided I receive the agreed settlement amount.

Complaint: [redacted]
I am rejecting this response because:Montway contracted with me to ship my car from Scottsdale, AZ to Cleveland, TN door to door at the cost of $759. I paid them $759.00. They did not ship my car. They would not give me a shipping date. They refused to send a company (Not Brokered) Montway Auto transport Truck to transport my car. The only solution they offered was to ship at an additional cost to me of $200.00. They gave me a price and tried to broker out this job at a price they refused to do it at themselves. Now they have cancelled my order. I didn't ask to cancel this order, I asked for my car to be shipped at the price they quoted and in the time frame or close to what they advertise on their web site. When they cancelled my order their excuse was summer time is the busiest time of year, a shortage of trucks. If you read other responses to complaints, the holidays are the hardest time to ship because of weather and shortage of vehicles. Excuses so convenient for every time of year. They falsely quote prices and do not deliver on the services they promise. I would prefer to ship my car with the carrier of my choice and have Montway Auto Transport pay the costs to transport over and above $759.00 OR have Montway book and ship my car in an expedient manner. If the cost of transport exceeds $759.00 then Montway should absorb that cost. They know they cannot deliver at the price they quoted but we had a contract. I paid, they accepted payment. I want them to honor that contract.  Sincerely,[redacted]

Hello,   As stated in our last response, pick up and delivery dates are estimated only. We cannot guarantee dates due to unforeseen circumstances such as traffic, weather delays, mandatory rest stops, weigh stations, inspections, breakdowns, etc.  Also, we do require 1-5 business days to assign carriers to all orders. This is clearly outlined in our terms and conditions which were conveyed to you through every email correspondence that you received. We truly apologize for any and all inconveniences you have experienced.   I also wanted to take the opportunity to explain that Montway did not raise the price for you. However, the carrier dispatched requested the additional fees as they had priced the available spot on their trailer higher than expected.  That being said, it is only an offer. The decision to either accept or reject the proposed offer is made by the customer alone. If the offer in question is rejected by the customer, we will continue to work to assign a carrier for the amount that was agreed upon while the order was being booked, but there is no way of telling when another carrier would have an available on that particular route, as driver availability fluctuates not only day-to-day, but hour-to-hour as well. Rates are dynamic, and fluctuate on a regular basis. Rates are based on the current The Fair Market Value, and change according to a wide array of factors, including but not limited to: Driver availability, time of the year, and the amount of miles that the vehicle is being transported, to name a few.   Montway most certainly apologizes for the inconveniences. We care about our customers and try to provide the best service possible.   Regards,

Complaint: [redacted]
I am rejecting this response because: I contacted the business again directly as they requested in their response, and I have yet to receive a reply from them, so I am hoping that rejecting this response will lead them to address my concerns through this platform. 
Sincerely,
[redacted]

Upon receiving notice of the damage to Ms. [redacted] vehicle, we immediately took action to notify the carrier and requested an immediate resolution. We offered a mediation service that Ms. [redacted] accepted and utilized in order to try and secure compensation for the damage that was reported. We...

worked with the carrier in order to negotiate compensation for Ms. [redacted] and ultimately, the carrier altered his legal policy regarding damages sustained during transport to soft top convertible tops and agreed to settle the claim. Ms. [redacted] acknowledged the carrier's terms and conditions by way of a signature. This ultimately absolved the carrier of any liability after Ms. [redacted] signed the carrier's bill of lading. Please note, this matter is technically resolved. Ms. [redacted] was sent an acknowledgment form to sign that acknowledges that the claim has indeed been settled. This form has not yet been completed and submitted to us. Once the acknowledgement form is completed and returned to us, payment will immediately be issued to Ms. [redacted] Thank you,

The customer's vehicle was delivered by the assigned carrier, [redacted] Autodirect Trucking LLC, on Thursday 1/28/2016. Montway Auto Transport had been in constant contact with Mr. [redacted] since his order was first booked with Montway on 12/28/2015, including two courtesy calls, as well as over 15...

different status update phone calls that were made to him by various dispatch and support agents, keeping Mr. [redacted] posted on any and all progress that was being made with locating and assigning an available carrier, as well as tracking the exact whereabouts of his vehicle, while it was still in the process of being transported by [redacted] Autodirect Trucking LLC.In most cases, we ask customers to please allow a window of 1-5 business days from the First Available Date of Pickup, (which in this case was 12/28/2015), to assign a carrier and coordinate pickup of the vehicle, but this time-frame is only estimated. There are factors that can either prolong, or expedite the carrier assignment process. Mr. [redacted] was advised by the agent that booked his order, that as his order was booked and required transport to be executed during a major holiday season, that  driver availability would be limited. Driver availability the two weeks before and after any major holiday is extremely limited, as many drivers opt to be off the road to spend time with family and friends to celebrate their holiday of choice. Also,both the pickup and delivery locations for this particualr order are areas that are deemed rough/trouble areas for driver's to access and navigate thru, geographically speaking. As such, there are only a limited amount of carriers available at any given time going in and out of these areas. If you couple that with the fact that the order was booked and required transport during a major holiday season, the result is a longer-than normal delay in carrier assignment, and ultimately the actual transportation of the customer's vehicle.Please 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 checkups, 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.

Hello,  Firstly it is my legal obligation to inform you the Federal law both Montway and our customers are bound by. Montway served as the broker in this [redacted]saction. By way of Federal law, under the Carmack 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 [redacted]sportation of property by a motor carrier. A broker does not [redacted]sport 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 in your case is [redacted] LLC.Unfortunately as a broker, we hold no legal authority to force [redacted] LLC to pay for undocumented damages. It is the responsibility of the Customer or their designate to inspect and document any exceptions on the delivery bill of lading so that a proper claim can be filed with the [redacted]sporting carrier, [redacted] LLC. Please note, the bill of lading is a legal document agreed upon between the customer and or, the customer’s designate and [redacted] LLC. It is my legal obligation to respectfully inform you that by applying signature upon the bill of lading at the time of delivery, you legally absolved all parties to any claims. Montway was contracted to schedule a carrier and has no involvement with the legally binding terms of the bill of lading as it is signed between customer and [redacted]sporting carrier.Ms. [redacted] vehicle was delivered on 06/01/2016. Ms. [redacted] stated that she was aware of the alleged damage since the day it was delivered and proceeded to not inform us or [redacted] LLC until 06/15/2016, fourteen days after delivery.  Ms. [redacted] stated that her designate was not given an opportunity to detail the alleged damage at the time of delivery however, the bill of lading that her designate signed shows that she accepted the shipment as is without detailing any of the alleged damage. Again, the bill of lading is a legally binding document that is signed by the carrier and customer/designate. This ultimately absolved the carrier, [redacted] LLC, of any and all damage claims reported after the fact.Montway has had numerous conversations with [redacted] LLC regarding this matter and ultimately, [redacted] LLC has denied Ms. [redacted] claim. This information was provided in full detail to Ms. [redacted] on 07/08/2016. Due to the inconvenience Ms. [redacted] had experienced, we extended a monetary offer to Ms. [redacted] which she has declined. We truly apologize for any and all inconveniences Ms. [redacted] has experienced. Regards,

A vehicle that is being moved "Auto Transport" should never be towed and have tires on the ground. All tires should be off the ground. When a vehicle is transported on a trailer,  as it should be, your tires should be strapped to the trailer or flat bed. After completing a full audit on the...

order, and the carrier that was assigned to [redacted] your vehicle ([redacted] Inc.), it appears that they misrepresented (to Montway) the types of trailers (and tow trucks) that they use and operate,  to [redacted] the vehicles that they are contracted to move. As such, [redacted] Inc's, profile has been suspended. Since this is their first reported offense, the carrier will be required to pass a series of service inspection audits before they can be considered for reinstatement (to do business with Montway again). The safety manager has been informed, and we have recommended suspension of this particular driver, in order to prevent such issues from happening again. In the event [redacted] Inc. is reported a second time, they will be permanently banned from taking load assignments for Montway.  Montway most certainly apologizes for any inconveniences. We care about our customers and try to provide the best service possible. With that said, we have offered [redacted] a refund of our entire broker fee, in the amount of $199.00, to which he has accepted and the complaint has officially been resolved and closed. Thank you for your time and kind consideration.

Ms. [redacted] The issue you reported was rectified with the carrier who transported your vehicle after we provided mediation services to you. The amount you requested was collected from the carrier, as you requested. This, in turn, is a resolution to your complaint. The amount you requested was available with a standard release form that many companies utilize when resolving a complaint or claim. You ultimately declined to accept the compensation you requested and refused to sign the release form. We did everything in our power and went above and beyond to resolve the issue that you reported. We are sorry that you have decided to decline the compensation you initially requested.  Regards,

We sincerely apologize for any inconveniences the customer has experienced, we have suspended the carrier's profile and they will be required to pass a services audit in order to do business with Montway again. Our quality assurance manager has been informed and a full audit will be performed on the...

customers order for quality control. The customers vehicle was delivered to them and we have reached out to the customer and offered a goodwill resolution.  Thank you!

The first vehicle was shipped during 1/6/2016 and 1/9/2016.  The second vehicle was shipped during 1/19/2016 and 1/31/2016.  Please keep in mind that every transport is different even when being transported from the same origin and destination as many factors come into play such as...

variation of trailer , vehicles on that particular load, traffic, and in this instance in particular, different dates of shipment and the weather.  The East coast suffered record  snow and ice storms during this time which caused delays in re-adjusting for pickups that could not be performed as city and county officials closed the hazardous roads.  We certainly apologize for your dissatisfaction, however such circumstances are simply not in control of the driver or any car carrier. Our first priority is the safety of our drivers and delivery of our customers' vehicles.  Also it is important to note, the agreed upon contracted pickup date was 1/19/2016 and the vehicle was in fact picked up on that day.  The agreed upon contracted delivery date was 1/30/2016 and the vehicle was delivered on 1/31/2016.  As a courtesy for this one-day delay, we offered a car rental, however was being asked to pay $561.36.  As we do care for our customers and do everything we can to assist when possible, taking all the above into consideration, we have made a fair goodwill offer to resolve this matter and look forward to the customer's response.

Complaint: [redacted]
I am rejecting this response because:We will never agree on how this situation should end.  I have the proof of your statement.  You guys over charged me for service.  You agreed to my pick up and delivery dates with the 1700.00 bid, which is why the ONLY thing you guaranteed on the 2300 quote, was [redacted] level.
Sincerely,
[redacted]

We are truly sorry to have lost this customer's business. Montway does everything possible to accommodate our customer's given dates, we are very clear that we estimate carriers assignment within 1 to 5 business days and no dates are guaranteed.We only move forward if the customer agrees to these...

terms which are published on our website, disclosed during the booking process and put into writing in the  order confirmation agreement. Please note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances: Traffic delay/ 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. Although the provided estimated dates may very by a day or two. We do have a estimated date policy that is published on our website. This information is informed at the time of booking and in every email communication thereafter. We do understand that many people are either first time auto shippers or may just not fully understand the industry, we do our best to advise customers of what to expect when booking with Montway.  We have sent a direct offer to the customer with compensation for the inconvenience. We certainly apologize that we were unable to accommodate the needs you were looking for.We have sent a direct offer to the customer with compensation for any inconvenience.Thank you

[redacted], We apologize for any and all inconveniences you experienced throughout your shipment. Unfortunately, dates in the auto transport industry are estimated only, not guaranteed. We do everything in our power to work all of our customer's specified dates however, dates are only...

estimated. There are many factors that play a part in the pick up and delivery time frames such as traffic, detours, speed limits, weather delays, mandatory rest stops, weigh stations, etc. These situations cannot be anticipated which results in all dates being estimated only. This information was conveyed to you within every correspondence that was sent to you via email. Please see an excerpt from our terms and conditions below:"Montway, Inc. shall provide Customer with an estimated pickup and estimated delivery date. However, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding pickup or delivery times and dates."  For more information regarding estimated dates, please see our terms and conditions page: https://www.montway.com/terms-and-conditionsAlso, to serve as our apology to you for the inconvenience you experienced, we extended an offer of a $50 gift certificate with a standard acknowledgement form and unfortunately, you declined our offer. We understand your stance on declining the offer and respect your decision. Again, we apologize for any and all inconveniences you experienced.Regards, Regards,