Montway Auto Transport

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

Montway connected us with a local auto transporter, the transporter arrived and delivered my vehicle as promised Montway's price was very competitive and the payment terms were reasonable

it was an efficient and easy process to book, pick up to deliver my car

MONTWAY was amazing from start to finish my sons [redacted] was transported using [redacted] transport.picked up in Illinois dropped of in SC to UNITED STATES NAVY BASE NO BODY IS BETTER THEN MONTWAY USE [redacted] TRANSPORT TO DELIVER MY SON CAR.IT'S LIKE A DREAM SON SAYS THAT HAVING HIS CAR SO FAST AND PERFECT THAT THAT IS OVERWHELMING.I SAY THX MONTWAY AND SPECIAL THX TO [redacted] TRANSPORT HUSBAND AND WIFE TEAMSTARS

Fast service on a last minute request!

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]

Keith, our driver did a great jobEven though he had his hands full with all kinds of winter weather, he still kept us completely up to date and delivered our [redacted] right on time It even arrived cleaner than the car I towed behind our moving truckI would use them again in a second

Great service. My car arrived on time and in great condition from California to Maryland. The driver kept us updated on his arrival time and I met him at the offload site. A word of advise. If you don't have room for a 65 ft. semi on your street, find a place nearby to offload your car. The driver was great and I couldn't be happier.

We sincerely apologize for any inconveniences the customer has experienced, we have suspended the carrier's profile and they will be required to pass a services audit in order to do business with Montway againOur quality assurance manager has been informed and a full audit will be performed on the customers order for quality controlThe customers vehicle was delivered to them and we have reached out to the customer and offered a goodwill resolution Thank you!

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

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Although not common, accidents do unfortunately occur in transport and we apologize this was your experienceIn such cases, Montway provides as much assistance as we are legally ableThe customer was presented with the carrier's cargo insurance as all carriers we partner with maintain additional cargo insurance coveragePlease note, that carriers are not required by law to offer this additional insurance, it is a requirement that Montway mandates of its carriers, as added protection for our customers We unfortunately have no control over the insurance process as far as how long it takes to process a claim or determining the outcome of a claimBecause of this legal restriction, to provide additional assistance wherever we can, Montway also offers mediation services for those situations where all parties agree to address the damages outside of the insurance processThis is a great help in most instances as it greatly expedites resolution for all, however again both vehicle owner and carrier must be willingWe are sorry we could not mediate the claim outside of the insurance process, however we are very glad to learn that [redacted] Inc's insurance is addressing the claim Please note, [redacted] and Montway are two separate entitiesWe can not process a refund for [redacted] Trucking and vice-versaYour request for a transport refund was sent to [redacted] Trucking, however the insurance claim was already being processedBy Federal law, Section XXXXX of the Interstate Commerce Act (USC XXXXX), claims are not to be processed without the tariff being paid in fullDepending on which insurance company is processing the claim, not paying the cost of the transport is viewed as payment towards the damage claim for which they would deduct from your settlement pay outMeaning you were informed correctly regarding reimbursement of the transport tariff and how it may affect your insurance claim Montway cares about its customers and we strive to provide you with the best customer care possibleWe can not refund those funds paid to [redacted] however we have made an offer to refund 100% of the broker fee paid to Montway for the transport to compensate for the inconveniences We await a response to that offerThank you for your time and kind consideration Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Offered to refund me $in exchange for removing negative reviews and closing Revdex.com case

Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Please note that all service dates in the auto transport industry are only estimated, as there are many unforeseen circumstances: 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 by day or twoWe 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 thereafterFurthermore we understand that many people are first time auto shippers or many may not fully understand the industry, therefore we do our best to advise our customers of what to expect when booking with Montway, this order was no exception We sincerely apologize with the carrier cancellationWe have reached out to the customer in order to rectify this situationThank you

Montway was very helpful with expediting my transport in the time I needed with the short window for bookingThe only thing that was the hiccup in the transport was the third party driverWhen dropping off the vehicle, the driver kept finding hour to 1/hour distance of travel for us when it was supposed to go to a certain townAfter dealing with him over many phone calls we finally said screw it and met him at a pilot truck stop That was an hour away from where we were staying

All around great service and very helpful.

Initial Business Response / [redacted] (1000, 5, 2014/01/31) */ Contact Name and Title: [redacted] Claims Management Contact Phone: XXXXXXXXXX Contact Email: [redacted] @montway.com Customer placed an order to transport his Pontiac Gfrom [redacted] XXXXX to [redacted] XXXXX on 1/13/as Discounted Cash Price - partial payment required; and set up the First Available Date for shipment as 1/15/2014; paid the partial payment of $199; 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 According to our Terms & Conditions: " 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 Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etcfrom freight (transport) charges." With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditionsPlease note that there were significant delays with truck schedules due to the severe freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up fromTo remedy the situation and speed up the process Montway has reduced the broker fee from $to $and has allocated the additional $towards the trucker's pay in order to speed up the pickup and have a trucker interested in the loadCurrently the vehicle is dispatched to a carrier and was already picked up on 1/24/Delivery is estimated for no later than 2/3/ We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of God Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an awful business practice to charge more for a service that is not being performed to the level at which you advertise on your websiteI'd like a partial refund of as now that shipment has been delayed another week per an email send to me today Final Business Response / [redacted] (4000, 9, 2014/02/07) */ Customer set up the First Available Date for shipment as 1/15/and agreed to our Terms & ConditionsHe 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 phoneAll of these emails specify that all dates are estimated and not guaranteed According to our Terms & Conditions: " 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 Customer shall, in their absence, designate a person to act as their agent at the point of pick up and/or delivery if for any reason they are unavailable Customer warrants that he/she will pay the transportation price/partial payment due to Montway, Inc./Carrier in full and will not try to offset any dispute for damage claims and/or delays etcfrom freight (transport) charges." With this said, all dates are only estimated and may vary depending on the route, traffic on the route, time of the year, or weather conditionsAs you know, inclement weather conditions have severely impacted many parts of the United States, disrupting auto transport schedules and hindering communicationsPlease note that there were significant delays with truck schedules due to the sever freeze of the Northeast - Midwest regions of the US - which is where the vehicle is being picked up fromTo remedy the situation and speed up the process Montway has reduced the broker fee from $to $and has allocated the additional $towards the trucker's pay in order to speed up the pickup and have a trucker interested in the loadMontway's profit is $and the rest of the transport fare the customer paid directly to [redacted] LLC, the actual transporterThe vehicle was picked up on 1/24/and was safely delivered on 2/3/ We sincerely apologize for the delay, however all dates are estimated and sometimes there are factors that are beyond our control, such as weather and acts of GodIt is great that the vehicle was delivered safely, without any issues, considering the severe weather warnings and mechanical issues that a transport truck can encounter due to the deep freeze, high way lockdowns and accidents along the way caused by the inclement weather Sincerely, Montway Inc Claims Department XXX-XXX-XXXX Ps Please call us if you need further assistance or if you have any questions

Our number one concern is the service we provide to our customers We 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 applyWe 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 $refund Thank you

it's fastbut there are two slight damages on the top of car

Montway was great throughout the entire transaction They knew what and where things were and kept me up to date with contacts and progress At my request, the car was even delivered on a Sunday morning

We apologize for your dissatisfaction Montway is 100% transparent that all transport dates are estimated All terms and conditions are available prior to booking, reiterated during booking and detailed publicly on our website Dates can only be estimated as we nor any other transporter has control over traffic, weather, accidents, etc Additionally, our estimated window for pick up is business days The first available date was 3/9, the 5th business day would have been 3/ With a day delivery, the vehicle would have arrived at its destination on 3/ The initially assigned trucker suffered a breakdown to which another driver was quickly allocated The vehicle was picked up on 3/and with the use of team drivers we expedited transit time from to days to get the vehicle delivered on 3/ We did everything within our power to get the vehicle safely delivered servicing the customer within our agreed upon terms and conditions All parties are informed in writing of any delays The order history shows consistent communication throughout from our dispatch agents As the order was placed through u s h I p the customer paid for the entire amount to u s h I p, not Montway so we kindly advise contacting u s h I p directly for any requests for refund Montway made a total of cents in this particular transaction Thank you for your time

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