Montway Auto Transport

We thank you for sharing your experienceWe apologize for the inconvenience you encountered with your orderPer your request on 10/10/to cancel your order, we have done soPlease note, the cancelation process will take up to business hours to processAny call that you might of received after was most certainly as a courtesy as we had carriers lined up ready to pick up your vehicleAdditionally, you requested an email where it indicated that your credit card will not be chargedAn agent has reached out to the customer via email confirming their cancellation as also requestedThe credit card has been deleted off our system as your order has been cancelled therefore you will not be contacted We regret we did not have the opportunity to transport your vehicle and hope to considered in the future if you are in need of another auto transport

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 [redacted] concerns, we promptly began an investigation, reviewing all written and audio communicationsThe all inclusive service purchased was for an enclosed transport from AZ to NC, a guaranteed pickup date, specified delivery date, and a [redacted] trailer level positionPurchasing a [redacted] 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 [redacted] level of the trailer and made the correct decision to [redacted] 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 [redacted] trailer level position rate alone is priced at $which is fully disclosedWe sincerely apologized for this inconvenience and have offered to reimburse the customer for twice the cost of a [redacted] 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 [redacted] level [redacted] requirement which we have offered to double the refund for, but there are no grounds for a $refund

The experience was very positiveThey inspected the car closely before loading on the trailer

I used Montway Auto Transport to transfer my car from Sacramento,California to Rolling Meadows, Illinois , and I am very happy that I had used their service My car was picked up on time and delivered in days! I would definitely use their service again and truly recommend to anyone who is planning to do so! A definite star service!!!

Initial Business Response / [redacted] (1000, 5, 2014/01/16) */ Contact Name and Title: [redacted] Claims Management Contact Phone: XXXXXXXXXX Contact Email: [redacted] @montway.com Customer placed an order to transport his [redacted] from [redacted] XXXXX to [redacted] XXXXX on [redacted] as Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as [redacted] paid the partial payment of $at the time of the truck dispatch on [redacted] and agreed to our Terms & Conditions againHe was provided with the Order Confirmation and the Order Receipt which both include the Terms & Conditions specifying the Cancellation Policy Customer was informed several times of the Terms & Conditions, through the emailed Order Confirmation, Order Receipt, and Dispatch Notification as well as multiple times over the phone Montway Auto Transport is a registered and bonded property broker and a licensed carrier with the US Department of TransportationThe agreement between the customer and Montway allows Montway to contract with another licensed and insured Motor Carrier to transport the vehicle described in the shipping orderThis represents the services Montway providesMontway provides the intangible service to locate and dispatch a carrier for the pickup of the customer's vehicleService is considered rendered once a carrier is assigned/dispatched for the specific order Montway Auto Transport dispatched a transport carrier, [redacted] Inc, on [redacted] to pickup the vehicle on [redacted] Dispatch Notification was sent to the customer informing him of the dates and carrier contact information as well as reminding him of the cancellation/refund policyAt this time the partial payment of $was processed on the customer's credit cardOrder Receipt was emailed to him containing the Terms & ConditionsAt the time of dispatch of the truck for pickup on [redacted] a partial amount of $(Montway broker fee) becomes Non-Refundable for services rendered by Montway, according to our Cancellation Policy specified in the Terms & Conditions and this regulation is listed on every email sent to the customer: Order Confirmation, Order Receipt, and Dispatch Notification On [redacted] the customer called us stating that he wants to cancel the order as he changed his mindCustomer was informed that we can cancel the order, however the partial amount of $(Montway broker fee) is no longer refundable after carrier dispatchThe service he hired us for is to assign and dispatch a carrier for the pickup of his vehicle and was rendered on [redacted] We can provide the Dispatch Contract as proof that an actual carrier has been contracted and dispatched Our Cancellation Policy states: " The option to cancel a shipping order is available at any time, at no cost and with no cancellation fees as long as the order has not yet been assigned (dispatched) to a Carrier (transporter)The amount paid will be refunded in full Order(s) booked as "Discounted Cash Price" - partial payment required: If Customer decides to cancel the shipping order after a Carrier (transporter) has been assigned (dispatched), the partial payment will not be refunded as our services have been rendered when a Carrier (transporter) is assigned (dispatched)." Our Terms and Conditions also state: "Customer further agrees and understands that Montway, Inc.'s sole responsibility in the transaction between the customer and Montway, Incis to procure a carrier for shipment of the customer's property." The partial amount of $became nonrefundable on [redacted] after the carrier was dispatched for the pickupCustomer did not follow Cancellation Policy procedure and did not notify us of cancellation request prior to the dispatch of the carrierThe partial payment/broker fee is nonrefundable as our intangible services to arrange and dispatch a carrier to transport the vehicle have been rendered Montway has all rights on the $partial credit card charges for services rendered Warm Regards, Montway, Inc

Excellent professional serviceVery happy The gentleman was very professional and courteous

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 [redacted] to [redacted] on [redacted] 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 / [redacted] (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

Good service!

We were on a serious time crunch to have our vehicles picked up/delivered across country and Andrew went above and beyond helping us! He found a driver for the two vehicles that could be sent on a truck and even found a driver for our lifted/monster excursion in enough time! Everyone at Montway was very helpful every time I had to call and ask a question and even called me to keep me updated and check to make sure everything was delivered on time and in the condition they were sent inI definitely recommend Montway!

Great customer service and response timesAlways willing to answer questions about deliveries and are able to work with extremely tight schedules

How Montway dupes the rating system: I posted a review describing how Montway could not find a driver at the fee they promised They asked me to pay extra to have the car picked up by their promised date Montway emailed me saying they would refund the extra amount plus give me a $restaurant certificate if I would agree to remove negative reviews, not post or tell anyone of the negative experience, and sign the form below I replied that I would not participate in their ruse ------------------ Goodwill Compensation To whom it may concern: The undersigned _____________________ his/her spouse, heirs, agents, successors, and insurers (hereinafter collectively referred to as "CUSTOMER”) will accept a refund of $______ and $______ restaurant gift certificate in compensation for Order #_____________ as the sole remedy from Montway, Incfor any inconveniences and alleged vehicle issues associated with the transport of his/her vehicle(s), ___________________________________CUSTOMER understands this is a courtesy offer and not an admittance of a due payment or fault by Montway, Inc and is separate from any claims that the actual carrier company, ___________________________, might be liable for In exchange: CUSTOMER waives the right to pursue additional compensation from Montway, Inconce he/she receives the refund CUSTOMER waives any right to post negative reviews on the Internet or any other media outlet for Montway, Incor file complaints against them with any government or protection agencies CUSTOMER agrees to upgrade or remove all reviews/comments for Montway, Inc that have already been posted in any media outlet or online, and close all complaints against Montway, Inc with any government or customer protection agencies, before he/she can receive compensation CUSTOMER agrees to not dispute any associated credit card charges by Montway Inc CUSTOMER agrees that with this compensation his/her complaint against Montway Inc is resolved in full CUSTOMER understands that if he/she breaks this agreement, Montway Inccan pursue legal action against CUSTOMER and he/she might be found liable for any attorney fees and/or court costs CUSTOMER understands that this waiver applies from the moment a compensation of a $______and $______restaurant gift certificate is processed by Montway Inc and has no expiration date CUSTOMER reserves the right, to file an insurance claim, pursue legal action and/or post reviews against the actual carrier company, _______________________________ Signature:

Everything was seemless Highly recommend

Found Montway on a [redacted] searchThe contact was simple, terms and conditions easy to understand and fairThey responded quicklyThey stayed in constant communication and the car arrived right on time in great condition

The driver was professional and acxomodating- shipping was fast!

Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ All customers are informed upon booking that all transport dates are estimated and that the deposit is no longer refundable after dispatching of a carrier This and all of our terms and conditions are made available to the public on our website and are written in the customer booking agreement We are honest and up front with our terms and conditions and we rightfully ask the same in return of our customers An exception to our policy was made and the full $was refunded to the customer on September 3, so we are not certain why this case was opened

We paid for DOOR-TO-DOOR service, but were not provided with this serviceIn addition, the driver and the Montway Customer Service rep were both rude and unprofessionalThe driver was hard to work with because he didn't want to drive near our home, just because he didn't want to be inconveniencedHe was rude -- saying to me that I wasn't paying him, that I was paying the vendorThe Montway customer service rep was also unprofessional, making sexist statements about my wife and not being helpfulWhen we talked to a different rep, he helped out but he was the only professional and helpful oneThe driver's company called to apologize, stating that the driver was hard to work withNo apology from Montway, and they didn't deliver on their advertised DOOR-TO-DOOR service, which we paid for

This was my first time shipping car from Pennsylvania to Georgia and I was not sure whether to give my brand new car to someone else or drive by myselfAfter lot of research and reading a lot of reviews I decided to go with MontwayI booked the no hassle package on 21st September and paid upfront as my moving date 24th September was close and was promised to get the dispatcher assignedFor next days nothing happened, no updates via email or call so I called them twice and was told that they were working on my requestI didn't loose my patients as I knew from other reviews that sometimes it takes time to get driver assignedOn 26th I got call from Alex who was the driver and he was hours away from my place and was ready to pick my carLuckily I was at home and it worked out really wellAfter Alex's call I got call from Montway that dispatcher is assignedAlex picked my Car on 26th and on very next day he was in GeorgiaAs agreed he did deliver the Car next to the hotel where I was staying without any scratch on 28thHe was very friendlyOverall it all worked very wellOnly expectation from Montway is it would be great if they send some kind of update every day and that way customer will have feeling that Montway people are actively working on the requestWould recommend Montway to my friends

Horrible service; heard the bells from heaven from their sales representative to have me book with them to transport my carDoor to door service, full insurance coverage etcOnly to find out the agency they booked the service through to have my car delivered only has an eighteen wheeler trailer that obviously can't fit in my apartmentNow this separate agency wants to charge me extra to get the car inside the complexOf course I said NO WAY! I reached out to Montway hoping that I could settle this issue gracefully; I guess my expectations were too highThey're telling me I should have told them that I lived in an apartment complexSo my question was A) You are the one delivering door to door service; shouldn't that be in your best interest to know if I'm in an apartment complex or notB) You clearly asked if I was situated at business or local location; wouldn't that have be a perfect opportunity to fit the real question inNow I'm stuck with having to pay a tow truck an extra $just to get my car in my apartmentThanks much for your door to door service MONTWAYI will be sure to recommend and use your service again!

Great service! Truck was picked up the next morning and arrived without any issues at allThe driver Ken was extremely friendly! Would definitely use again!

Hello, Firstly it is my legal obligation to inform you the Federal law both Montway and our customers are bound byMontway served as the broker in this ***sactionBy 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 carrierA broker is a person or an entity that, for compensation, arranges, or offers to arrange, for the ***sportation of property by a motor carrierA broker does not ***sport the property and does not assume responsibility for the propertyA 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 damagesIt 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 ***sporting carrier, [redacted] LLCPlease note, the bill of lading is a legal document agreed upon between the customer and or, the customer’s designate and [redacted] LLCIt 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 claimsMontway 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 ***sporting carrier.Ms [redacted] vehicle was delivered on 06/01/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 damageAgain, the bill of lading is a legally binding document that is signed by the carrier and customer/designateThis 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] claimThis information was provided in full detail to Ms [redacted] on 07/08/Due to the inconvenience Ms [redacted] had experienced, we extended a monetary offer to Ms [redacted] which she has declinedWe truly apologize for any and all inconveniences Ms [redacted] has experiencedRegards,