Montway Auto Transport

We purchased a vehicle that needed a lift gate to unload since we did not have anyway of unloading it Too close to the ground to use a ramp unload We also asked for enclosed trailer We specifically asked Montway if #they could be sure to get a transport that had a lift gate and #we understand that they broker but they said that we could have one of "their" trucks get the vehicle Next we asked what day did they think No problem we will pick up vehicle on 12/26/ That day came and went No phone call We had to call them Finally we received a call that they were going to pick up the vehicle but they not only needed the $but $more than quoted We paid them and they forwarded us the information regarding pick up We called and this gentleman from the transport company that Montway hired was rather rude, said Montway promises delivery but he does not work for Montway and they just broker him He was waiting for another vehicle and would let us know I asked if we should contact dealer and hired transport said no I will take of it rather rudely Asked transport what type vehicle will it be loaded in and they said Oh we do this all the time No problem we know what we are doing Did not like us questioning? Time went on 'same day" finally we received a call from the dealer that the transport will "try" to be there by pm which is when dealer closes and they got there shortly after p.mfortunately our sales person stayed When we heard from the dealer that the transport did not have a life gateWe were upset to say the least When vehicle arrived at the house we had a hard time getting if off the trailer so we did not have damage Beware what they promise and what they deliver is different things

Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ Contact Name and Title: Montway Claims Dept Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @montway.com It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement The customer paid the whole amount to [redacted] and accepted our bidThe customer NEVER paid Montway at any pointSince this is a [redacted] order all cancellations must go through [redacted] as wellThe customer requested cancellation on [redacted] on 12/18/Per [redacted] Terms and Conditions cancellation period is hoursAfter the hours Uship releases the payment back to the customer's accountMontway does not have access to any payments or cancellation processing through Uship as it is a completely different company We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transactionThis complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations 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 We are sorry that the customer decided to cancel his order 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 / [redacted] (3000, 7, 2014/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can't lie repeatedly in personal conversations and then say your website says that's OKMontway reps repeatedly assured me of a piwindow of five daysOnly when they could not meet the timeline did they change their tune, pointing towards their website as some sort of free passWhether they were outright lying or just unreasonably optimistic, the result was a very costly delayOnce it became apparent that they could not provide accurate and truthful information, nor pick up the vehicle in the time frame they had set, I knew that putting the vehicle on their truck would be a huge mistake [redacted] approved the cancellation in literally secondsAccording to [redacted] and Montway customer service rep B***, the delay in finalizing the cancellation was completely internal to Montway, and wasn't granted until the third day, unnecessarily locking up the shipment during a critical open window before the holidaysThese guys play hardball with customers who dare utter a peep about the poor service; and they play fast and loose with the truthThis should have been a very simple transaction, but turned into a giant mess because they could not deliver the services they promisedI would have loved to be a satisfied customer, but definitely should have checked the Revdex.com Website before booking with this companyI would never have chosen them had I checked with the Revdex.com firstLesson learned Final Business Response / [redacted] (4000, 9, 2014/12/29) */ It is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement The customer paid the whole amount to [redacted] and accepted our bidThe customer NEVER paid Montway at any pointSince this is a [redacted] order all cancellations must go through [redacted] as wellThe customer requested cancellation on [redacted] on 12/18/Per [redacted] Terms and Conditions cancellation period is hoursAfter the hours [redacted] releases the payment back to the customer's accountMontway does not have access to any payments or cancellation processing through [redacted] as it is a completely different company We advise all customers to make themselves aware of all Terms and Conditions they accept before they engage in a transactionThis complaint has been falsely filed against Montway when Montway does not have the power to process [redacted] operations 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 We are sorry that the customer decided to cancel his order 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!

The customer service Montway provided was excellentEveryone I spoke to was polite and very helpfulThe company they subcontracted out to was a little more difficult to deal with howeverPoor communication and delivery was days later than promised Overall the experience was positive though

Everything went smoothly, and I plan on using this service again

At this time we have reached out to the customer and have made an offer to refundWe are waiting on the customer to respondThank you

Montway is our first got to company when we have to transport a vehicle Their dispatch network is excellent We have never had a complaint!!!!

Customer service was great they answered all questions I had,they pick my bby (car) from ny to ca and no sractch on my vehicle awesome sauce no issues would definitely recommend and use them if need be??????

Complaint: [redacted] 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 [redacted] 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 [redacted] Logistics have been documented for my referenceThis company needs to take ownership of this horrible experience [redacted] 214, Sincerely, [redacted]

My car was delivered days lateI understand that delivery dates cannot be guaranteed because of traffic, mechanical issues, weather, etcbut it is absolutely ridiculous how hard it is getting in touch with the truck driver and dispatcher of [redacted] to ask WHERE MY CAR ISAfter some time, I wondered what chop shop or boat my car was inI really need my car for schoolIf Montway cared, they would have scheduled my car to be delivered a week ahead of my requested delivery date if delays are this commonI guess my time is not worth anything to themI will never be doing business with Montway or [redacted] ever again and I warn you to never to do it either

Great service - flexible on pickup and quick delivery - would definitely use again!

Montway handled the shipment of my two cars from VA to CA very professionallyThe communication and courtesy through the whole process was was reassuring

called the office in las vegas.Talk to the sale person he was pushy an a complete ***

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 [redacted] [redacted] Montway has not collected any funds on this order and any refunds must be sought from [redacted] [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

Initial Business Response / [redacted] (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

Excellent service on both ends

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]

Awesome company!! Fast friendly and will do all they can to take care of the customer thanks!

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]

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 [redacted] 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

Our number one concern is the service we provide to our customersWe have exhausted all avenues to assist this customer's issue We are 100% transparent with our policies, terms and conditions The proof of the $cost for [redacted] service is publicly published on our websiteThis is not hidden in any wayAfter 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 and it all goes away" We agree the customer should be reimbursed for not accommodating the $ [redacted] level [redacted] requirement which we have offered to double the refund for, but there are no grounds for a $refundThank you