Montway Auto Transport

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 towedThe cars could not be unloaded from the trailer as the trailer hydraulics are not operable without engine powerThe only way of unloading the vehicles is if the trailer is hooked to a compatible PTO tractorAs 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 weatherThe driver got on his way again and is currently in OH The estimated time of arrival in VA is 1/ 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

Great survice

Initial Business Response / [redacted] (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 businessIt is imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafterWe 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 wayThe 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 bookedWe 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 vehicleFor 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 orderAll customer's requirements were met and a transport carrier was contracted and dispatched the same day as the bookingThat is considered express service, yet all our fees are standard and the lowest in the industryThe broker fees are non-refundable once the broker service is renderedThe broker service is considered rendered as soon as the transport carrier is contracted for the jobThus the broker fees are no longer refundable as there is no way to retract a service that has already been renderedThe transportation fees were immediately refunded to the customer upon her requestCancellation for full refund needs to occur before the broker service is renderedThe broker service is intangible and thus cannot be reversed Nothing within our process is hidden, that is how we demonstrate integrityThat is how we became one of the largest auto transporters in the United States We ship more than cars a month and have a have a network of over 13,carriers Montway is 100% dedicated to the customer and our service and care is unmatched!

Every single thing that Montway could have done wrong, they didThey put us on long holds and hung up on us, kept us in the dark, apologized yet refused to keep their wordThey were not helpful at all! Sad to say the actual drivers were the ones who helped us, NOT MontwayWhen we were offered 20% reimbursement because our car that was supposed to be delivered in TWO days took TWO weeks, they refused to honor it and gave us $and a gift cardI literally had no more energy to fight with their uncooperative representatives

I had a very good experience using Montway Auto TransportI needed my car to be shipped from Houston, TX to Los Angeles, CAI contacted them on a Saturday, they found a carrier right away and the car was picked up on SundayThe car arrived on Wednesday with no problems at allI would definitely use them again if I need to have my car shipped againVery fast, good communication, and the price was very reasonable also

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ We sincerely apologize that there were some damages caused to the customer vehicleMontway has an in-house claims department who is available days a week; to provide advisement and legal options for customers to collect for their lossOne 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 companyThe customer was provided all the information and instructions necessary to file a formal insurance claim; however this further upset the vehicle ownerWe 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 carrierA broker does not transport 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 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 behalfThe customer insurance provider has such authority and can collect through subrogation

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

Initial Business Response / [redacted] (1000, 5, 2014/09/01) */ Thank you for the opportunity to learn of your experienceThe order was fully audited, along with all phone communication history Our terms and conditions state that all transport dates are estimatedThose terms are publicly published on our website, written in the customer agreement, and discussed in each phone call with the customer from every agent that worked on the order Unfortunately, the trucker cancellations stemmed from the customer's specified dates, which was not an issue for Montway, as we could continue seeking other options and were prepared to do soWe did everything in our power to accommodate the customer's dates and consistently reminded the customer that all dates are estimated advising to be prepared for any necessary personal schedule changes We are completely transparent with our estimated date policy because it is not our intent to inconvenience our customersOur goal is to provide a transport solution within the parameters of our terms and conditions, while always striving to exceed the customer's expectations We kindly ask all of our customers to please read through the terms and conditions as it critical to the understanding of the agreement entered upon We sincerely apologize for your dissatisfactionThank you for your time

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, etcThus the provided estimated dates could vary, depending upon the circumstances that are relevant to that particular orderWe 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 thereafterWe always advise our customers to pay attention to all of the details in the Terms and Conditions, in any type of contract or order in which they choose to engageAs part of accepting our service, we do expect that our terms and conditions are understood, and that both the customer, as well as Montway, are appropriately held accountable to our terms and conditionsWe 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] [redacted] - [redacted] E [redacted] in Bakersfield, CAWe 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 customerAny 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 orderGuaranteed 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 business days from when the order is first bookedThe 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 destinationThe 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 processThe customer booked his order on 01/04/2017, and his vehicle was successfully picked up and loaded for transport by the transporting carrier within business day (confirmed pickup date: 01/05/2017) from when his order was first booked

My husband and I hired Montway Auto Transport to transport two of our vehicles from Florida to PennsylvaniaWe choose them because of their good rating on the Revdex.com siteTo begin with they were more than two hours late arrivingDue to this fact we were inside instructing the furniture moving team when they arrivedLater I found out from my mother who was outside watching the cars being loaded that they used my midsize [redacted] to pull our classic vehicle unto the large double decker auto carrier semitruck using a rope to hook the two cars together.The classic car is a much larger and heavier car than my ***When I complained to a gentleman with the company later he said that this was the only way that they could load the classic because it didn't runI reminded him that they were told that the car did not run at the time we hired them and they were supposed to bring the proper equipment to load the vehicleBecause we also had to travel to our new location driving another vehicle, we contracted a specific delivery date giving us a couple of days to arriveWhile in route, we were notified by driver of this company that they would be arriving a day earlier and wanted to drop the vehicles offThey also informed us that they where familiar with the road where we contracted the cars to be delivered and would not be able to drop the cars off at our contracted address/drop site because they had brought the semitruck carrier and thought that it would not be able to go back the country road at our new siteWe said that we would get back to them with an ulternative siteWe contacted a local farm owner, whose farm sits on a main road within mile of where the cars were contracted to be dropped off, and got permission for the vehicles to be parked thereWhen we called the driver of the auto transport back to give him this information, he told us that he was already unloading the cars in the parking lot of a local auto parts storeA store that we were not familiar with and did not know where it was locatedSo in the middle of our traveling, we ended up having to contact one of our family members and having him drive to the store to make sure that the cars where there and get permission from the owner of the store that the cars could stay there until the next dayThe owner agreed as long as we didn't hold her responsible for any damage that might have occured to the cars over nightWe agreed-didn't have a lot of choice at that pointThen we had to call and make arrangements to hire a tow truck to get the classic car towed to our site-which cost us an additional non-planned for $Also when we arrived at the auto parts store the next day, we found the keys of the [redacted] under the drivers side floor mat and the car UNLOCKEDLater when I called Montway to complain about: the cars not being delivered to the right site; of them not telling us in advance that they could not deliver to our site (when they where familiar with the road at the time we contracted with them); of not bringing the proper equipment to load the classic; of the [redacted] being left unsecured with the keys inside; and the fact that I ended up with more out of pocket expenseThe gentleman I spoke with didn't seem concerened about my complaints until I stated that I chose their company because of their good rating on the Revdex.com site, and that I was thinking of filing a complaintThis seemed to get his attention and he finally apologized and offered to reimburse me the $extra towing cost I incurredAlthough I did not feel this covered the agrevation that we went through, I figured that at least he was trying to make amendsSo I agreedThat was over two months ago and I haven't seen the promised check that he was supposed to mail to me yetSo I am writting this to warn others that the service provided by this company is not very goodYou may want to look elsewhere

Great service

Initial Business Response / [redacted] (1000, 5, 2014/02/13) */ Contact Name and Title: Claims Dept, Montway Inc Contact Phone: XXXXXXXXXX Contact Email: [redacted] @montway.com - Accepted Purchase Agreement - Customer placed an order to transport their Mazda Miata MXfrom [redacted] to [redacted] on 1/24/for Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/24/2014; paid the partial payment of $(Montway broker fee); and customer agreed and accepted our Terms & Conditions by agreeing to the Purchase Agreement Our Terms and Conditions state that all dates are only estimated: "Montway, Incshall provide Customer with an estimated pick up and estimated delivery dateHowever, delays may occur prior to, and/or during, transport due to weather, road conditions, mechanical problems, etcThere are absolutely no guarantees regarding pick up or delivery times and datesMontway, Inc./Carrier shall not be held responsible for loss or damages occasioned by delays of any kind or for any reason, car rental fees or any accommodation fees." - The address for pickup and delivery of the vehicle was provided by the customer themselves at the time of booking the order - The customer is notified of the pickup and delivery dates and carrier information at the time of carrier dispatch both by phone and by email - Services Provided - We lowered our profit by lowering the broker fee with $from $to $The additional $was allocated towards the carrier's pay to make the load more attractive and thus expedite the pickup for as soon as possibleOur usual pickup window is to business daysWithin business days of booking, Montway dispatched the motor carrier, Titan Auto Transport, on 1/29/(this is the date the Services were Provided) with scheduled vehicle pickup same dayVehicle was delivered safely on 1/31/ - Customer was offered a gift certificate or a deposit refund which they refused bothMontway cannot issue a refund for the amount that was paid by the customer directly to Titan Auto TransportAll funds paid to Montway are only $ - The customer is welcome to contact us to further discuss a resolution Warm Regards, Claims Dept, Montway, Inc telXXX XXX XXXX

Great Customer Service

Absolutely amazing customer service! I have honestly never had a better customer experience in my life! I would definitely be using them again in the futureI am so thankful for their services and feel compelled to write this review!

Complaint: [redacted] I am rejecting this response because:On December 24, 2016, I signed a contract with Montway Auto Transport to have my car moved from California to Virginia The most expedient route was just under miles days have elapsed from the date of pick up and I am no closer to having my car than on the forecasted date of delivery of January 7, While Montway has been quite transparent in their communications, it does not relieve them of the requirement to perform in a manner that is conducive to their customer This customer has been made to feel as though Montway's contracted carrier is the sole operator of trucks in the United States that can tow a specific trailer At no time has this customer been informed of an effort to retrieve my car from wherever it may be locatedI paid Montway to transport my car and Montway now cannot say with any certainty, where my car is Despite all terms and conditions and legal jargon, I have paid for a service that has not been performed and the service has taken longer than would be reasonably expected I believe it is fair to inform future customers that their vehicles may never be delivered and Montway Auto Transport has no legal obligation, whatsoever, to actually perform the service for which they advertise Sincerely, [redacted]

Mr [redacted] has not provided the necessary documents needed in order to properly assist him with his damage claimWe cannot do anything without first receiving the applicable documents from the customerTo avoid any confusion as to what documentation is needed, we provide a checklist (of the same documentation that insurance adjusters request to properly investigate and render judgement in relation to a new damage claim: 1) Pictures of the car before or at time of pickup (if the customer has any), 2) Pictures of the car at delivery with the damage, 3) The Bill of lading from the point of origin, 4) The Bill of lading from the delivery destination, & 5) Estimates of repairs (at least to compare)These document requirements were communicated to Mr [redacted] both verbally and in writing, including the insurance contact information, yet again, no documentation has been provided At this time, we are not understanding the confusion as all information and necessary documentation has been detailed out to Mr [redacted] many times We respectfully advise the customer to contact the insurance company to proceed with filing a formal damage claim as Montway cannot be of any assistance without receiving the documentation we requested

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Montway stands by its services and will go above and beyond to assist customers with any issuesOur terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafterNothing within our process is hidden, that is how we demonstrate integrityWe 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 arrangements.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 by providing updates via phone and emailIt is not our intent to inconvenience our customers; our goal is to find our customers a transport solution This is why we go above and beyond to help customers understand the terms and conditions that come along with our services Issue has been resolved with the customer

Montway was great to deal with for transporting my mint condition [redacted] Mfrom Raleigh, North Carolina to DFW, TexasThey said it could be picked up Tuesday morning if I went with a driver they had vetted, and it was! Didnt keep the dealer waiting aroundThey said it would be delivered on Thursday and it was! They gave me the cell number of the driver and I texted him Wednesday night to get an approximate delivery time fir the next dayI told him I'm up at 6am and anytime is goodHe called me back quickly and agreed to come by at 8am, and that was the time my car was in front of my house! Still shiny from the dealer's detail jobThey obviously treated the car as the gem it isHis auto carrier looked new, clean and shiny tooThe driver was very personable and let me feel comfortable with the car before finalizing the delivery Montway stayed with the transaction all the way, sent me an email to let me know when the car was picked up, and followed up to make sure everything went well If you want peace of mind in shipping your "baby" across the country (at a great price too) trust MontwayI will for all future out of state car purchases

This business is totally unprofessionalNothing but a web of lies and deceitI contracted with them to transport my vehicle from MA to FLI was told by the rep that they have their own fleet of trucks and drivers and make this run multiple times a dayScheduled pick up was on a Thurs or FriOn Fri, they called to let me know that they were trying to schedule a pick up and would keep me postedOn Monday, I called them Still no one available to pick up my vehicleOn Tuesday, I called again only to be told that they were having a hard time finding a trucking company to haul my vehicle - Finally - a shred of honestyNot only did they not have daily departures from MA to FL, but these people are nothing more than brokersSo they lied to me about having daily runs to FLThey lied to me about having their own truck and their own driversDO NOT TRUST ANYTHING THESE PEOPLE TELL YOUI based my decision to try them off of the reviews I readMY experience with them was horrible

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