Montway Auto Transport

Montway did a great job with moving our [redacted] Grand Cherokee from CA to CTThe quote given online was the price we paid, and the customer service team / dispatcher were friendly and responsiveOverall a good experience

Hello, As stated in our last response, pick up and delivery dates are estimated onlyWe 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-business days to assign carriers to all ordersThis is clearly outlined in our terms and conditions which were conveyed to you through every email correspondence that you receivedWe 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 youHowever, 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 offerThe decision to either accept or reject the proposed offer is made by the customer aloneIf 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 wellRates are dynamic, and fluctuate on a regular basisRates 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 inconveniencesWe care about our customers and try to provide the best service possible Regards,

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] ***

We are truly sorry to have lost this customer's businessMontway does everything possible to accommodate our customer's given dates, we are very clear that we estimate carriers assignment within to 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 agreementPlease 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, etcAlthough the provided estimated dates may very by a day or twoWe do have a estimated date policy that is published on our websiteThis information is informed at the time of booking and in every email communication thereafterWe 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 inconvenienceWe 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

Montway was my first experience with transporting a carI never heard of Montway beforeOnline Reviews of all of the auto transport companies were mixedIt worked out very well for meCommunications with Montway was greatI called many times just to ask questions about the processThe price was one of the lowest for an enclosed transport Communication with the driver was goodThey picked up my vehicle a day early and delivered it in days (VA to CA)No complaints from me

The vehicle arrived in the same condition as it was picked up The trip was delayed by hurricane Matthew but still delivered in good time Driver and office communications was proper Driver helpful in getting unloaded and finishing transaction

Initial Business Response / [redacted] (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 businessIt 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 soundMontway stands by its services and will go above and beyond to assist customers if there are any issuesSometimes we are faced with difficulties, such as trucks breaking down, driver routes changing, trucks not being able to fit in the designated locationThese 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 thereafterWe 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 Unfortunately, this customer chose the economy shipping package, which only includes estimated datesNevertheless, 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 different carriers in no time, which shows we were dedicated and working hard toward the shipment goal, which we achievedWe had more than 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 supportOnce picked up the vehicle was delivered in 2daysFor a distance of miles - day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster deliveryThis 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 trailerPlease 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, etcAlso note that no 18-wheeler interstate trailer with levels of cars will be ever able to get in a tight urban streetIt is simply physically impossible and very, very hazardous for the people and vehicles on the road and for the vehicles on the trailerCustomers need to remember that drivers are professionals and they know best where they can get the trailer inThey 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 integrityThat is how we became one of the largest auto transporters in the United StatesCustomers are instructed before they post a complaint on Revdex.com to contact us directly to work out a possible resolutionThis customer never contacted us to seek resolution 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! Initial Consumer Rebuttal / [redacted] (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 trueFinally 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 metBut 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 provideIf 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 thatHowever, I placed this order on April 10thThe vehicle needed to be delivered before May 1st and all indications were that it would take 4-days to get thereI 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 orderI didn't choose it because it looked like I had plenty of timeHowever, Montway COULD have mentioned to me that there might be a problem with the order as placedAny one of the service people who were evidently working on this order could have picked up the phone and asked me if I needed this extra serviceInstead, 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 2daysFor a distance of miles - day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster deliveryThis 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 customerAnd 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 driverTeamwork and dedication?? HA! It was the truck driver who called me to say they were just hours awayMontway sent me an email about half an hour after I got the callAnd 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 usWE did the research on how big the truck was and found a viable pickup locationWE drove to where the truck could meet us about half an hour awayI 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 pickupIn 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 addressThey told me they had cleared the new address with the driversBut 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 closerMy 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 trailersWhy 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 TexasThat interstate long distance transport calls for a really big transport trailerPlease 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: My response: SO they did know it was both residential and NJAnd I should have read the small print in the termsBUT, 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 understandThe rep people were all about RELAXWe 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 doCommunication is key to service negotiations and I feel this was truly lacking with MontwayI 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 integrityI 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 worksThe 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 resolutionThis 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 alreadyIt did not seem to have accomplished anythingSo 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 communicateThey might be surprised to find that their number of cars a month could skyrocketAnd 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 thanksSaying you're the best and you followed all the rules doesn't solve anythingI'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 customersThings need to change at Montway! Final Business Response / [redacted] (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 transportationThat is pre-arranged in a contract the carrier signsKeep 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 customerThe carrier is bound to a contractIn addition, as previously explained, certain city locations may not be accessible to wheeler level haulers with to cars on them as due to common sense that is physically impossible or would cause property and vehicle damagesWe 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 2daysFor a distance of miles - day delivery is considered Express service, so we were able to make up the lost time in truck arrangements with a faster deliveryThis shows teamwork and dedicationDrivers are required to call at least hours ahead of time to inform the customer of the pickup as they best know exactly what time they can make itThe 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 systemWe 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 alreadyWe grow and improve as we growAnd 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 resolutionThis customer never contacted us to seek resolutionAnd 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 USWe encourage customers to contact us directly with any requests so that we can learn from their words and can also resolve their issuesWe 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 issuesWe 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

would not use Montway because they farm out their carriers and they have no accountability what so ever on their 3rd party carriers once they collect their fee they do not careI had a car picked up on Friday afternoon for a mi transport to Colorado Was supposed to be delivered days later but never made it- said they had truck trouble and had no time to call meThat I find hard to believe I called their sub contractor who did not know where the driver was nor did they have an estimate of arrivalCalled Montway and they said they were sorry but nothing they could do about their sub contractor

[redacted] ***, We apologize for any and all inconveniences you experienced throughout your shipmentUnfortunately, dates in the auto transport industry are estimated only, not guaranteedWe do everything in our power to work all of our customer's specified dates however, dates are only estimatedThere 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, etcThese situations cannot be anticipated which results in all dates being estimated onlyThis information was conveyed to you within every correspondence that was sent to you via emailPlease see an excerpt from our terms and conditions below:"Montway, Incshall provide Customer with an estimated pickup 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 pickup or delivery times and dates." For more information regarding estimated dates, please see our terms and conditions 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 $gift certificate with a standard acknowledgement form and unfortunately, you declined our offerWe understand your stance on declining the offer and respect your decisionAgain, we apologize for any and all inconveniences you experienced.Regards, Regards,

Excellent serviceThey keep up their wordCar reached me safe I came in last minute and they helped me

Excellent experience working with Montway Prompt replies to questions and kept me apprised of the situation with the transportation of my vehicle Would definitely recommend to others and will use again for any further needs I may have

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, Devin [redacted]

Very informativeKept in contact with me on movement of my vehicle

Great price, excellent customer service, could have used a little more heads up about when to expect pickup and drop off but shipper took great care of my SUV, it arrived right when they said it would, no hidden fees and they were helpful and flexible with pickup and drop off times and locations

I had an overall good experience with Montway Auto TransportCar was delivered in good conditionMy one issue is that it was delivered after the timeframe listed on the UShip booking details

They were fantasticTo give them credit I called them at the last minute to get my vehicle shippedIn less than hours they had a driver at my door ready to ship my vehicle When I called and told them I was panicking because I had to go out of town, they representative told me that they were working on it and that they did not close until 10pm central timeI was shockedThey called me the next morning and told me a driver was on the wayI certainly appreciate the quick response, the customer service and the quick delivery of my vehicleThey told me it would take to business days but it was delivered in less than a dayThank you Montway for your experience and dedication to ensuring your customers are satisfiedYou all certainly posses a lost skill that other companies need to take note from youCUSTOMER SERVICE AND COMMITMENT! Thanks again!

Had my [redacted] shipped from Florida to OhioI missed the first transportation truck and thought that I would have to wait a long time for another one It was just a few days and I got a call from Montway telling me that they had another truck available They were very nice to deal with Did not deposit my down payment until I was assigned another truck My car arrived with not a scratch on it I am very pleased with Montway and will use them again when shipping my car

Initial Business Response / [redacted] (1000, 5, 2014/08/08) */ Contact Name and Title: Iren G - Claims Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @montway.com We apologize if the customer was inconvenienced in any way Customer was kept informed throughout the whole process and transport The vehicle was delivered safely and in timely manner We urge the customer to again read the Terms and Conditions on our website, which state: "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 customer's first available date was 7/11/A carrier was dispatched within days on 7/14/The car was picked up as scheduled on 7/16/and delivered the very next day on 7/17/ We only use reputable carriers that have full insurance and impeccable record with the Department of Transportation The customer never reported any issues to us and no issues were noted or reported by the carrier Alternatively we believe the customer may have issues with the online booking service he used, uship.com, and we recommend that all issues be addressed to them Montway is the biggest transport broker in the US and we ship over cars a weekOur customer service provides outstanding support to all our customers Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The car being delivered the next day is a blatant lieIt took almost a weekAlso I did not ship via [redacted] thus that argument is null and voidThis is unacceptable that a company can just give any response to any claimPoor business by them and awful that the Revdex.com will not investigate this and take action Final Business Response / [redacted] (4000, 9, 2014/08/12) */ [redacted] never booked an order with us under this name, thus the only order we have identified according to the customer's own description in the complaint is the order placed through uship which was picked up on 7/16/and delivered the very next day 7/17/ As explained on the Revdex.com profile we urge customers to contact us directly for resolution PRIOR to filing a claim on Revdex.com so that issues can be resolved faster and easier If you claim it is a different order, please provide your order#? Final Consumer Response / [redacted] (4200, 11, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Likely that you pick a trip to talk about that you delivered in one dayDo you not think you should of asked the trip number first before responding to the claim? That just goes back to lack of professionalism by your company in which I experienced throughout the whole ordealI believe the trip was number #a white yukonYou know the one in which you refused to relay information to me about and just ignored all the messages and phone calls for? If you would have just been in touch I would have been fine with delays, but the blatant disrespect and disregard for customers is unfathomable from you guysI do not wish that upon any other paying customer

efficient, reasonably pricedgreat communication

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.