Montway Auto Transport

I hired Montway Auto Transport through UShip to transport my Dodge pickup from Phoenix, AZ to Gulfport, MSThe driver was able to pick up the vehicle within two days and delivered it in safe condition within two days from pickupVery good communications through and excellent service at a fair price

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 loss One 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

The service that Montway Auto Transport was contracted to provide when the customer's ( [redacted] ) bid was accepted through ***, was to serve as a broker in this transactionAs the broker in the transaction, we were hired to secure a legally authorized, licensed, and insured carrierOur service was rendered when we located and dispatched the order to the carrier, [redacted] Towing LLCMontway's Terms and Conditions are transparent, and this customer accepted Montway's Terms and Conditions when his order was bookedPer Montway's Terms and Conditions, Montway shall provide the 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 datesFurthermore, the customer was also made aware of the fact that we do not guarantee dates before/on/or right after any major holidayThis customer's order was booked on 12/20/2015, which was the week leading into the Christmas holidayIt was explained to the customer that as he was booking his order between 12/20/- 1/15/2016, the shipment runs a greater risk of being delayed during this time period, as driver availability is usually stretched thin during this time of the year, due to the fact that many drivers opt to be off of the road, to spend time with their families and friends to celebrate their holiday of choiceMontway does everything possible to accommodate our customer's given dates; we estimate carrier assignment within to business days and no dates are guaranteedWe only move forward if the customer agrees to these terms which are published on our website, and disclosed during the booking process and put into writing in the order confirmation agreementNo dates and/or times related to the pickup and/or delivery of his vehicle were guaranteed to the customer at any timePer Montway's Terms and Conditionsthe customer agrees and understands and Montway is a registered transportation and property broker, and is acting solely in the capacity of a brokerThe customer allows Montway to contract with other licensed and insured Motor Carrier(s) to transport the vehicle described in this shipping orderThe customer further agrees and understands that Montway's sole responsibility in this transaction between the customer and Montway is to procure a carrier for shipment of the customer's propertyThe customer understands that Montway never takes possession of, transports, or delivers the customer's propertyIt is the customer's responsibility at the time of pickup, to team up with the carrier to carefully inspect the vehicle for pre-existing damage (exterior only) by completing a vehicle inspection report recorded on the Bill of LadingThe carrier and customer will both acknowledge the condition of the vehicle, and the customer is to sign and receive a copy of the Bill of LadingIt is the customer's responsibility to request a copy of the signed Bill of Lading at the time the vehicle is loaded onto the carrier's trailer for transportLikewise, at the time of delivery, it is the customer's responsibility to once again team up with the carrier and carefully inspect the vehicle for possible damages incurred during transitThe carrier and customer will once again both acknowledge the condition of the vehicle, and the customer is to sign and receive a final copy of the Bill of LadingIt is the customer's responsibility to request a copy of the signed Bill of Lading at the time the vehicle is unloaded from the carrier's trailer at the delivery destinationMontway served as a broker in this transaction, and as such never took possession of the vehicleThe actual carrier is the only party that physically took possession of the vehicle, and was likewise responsible for completing the aforementioned inspection of the vehicle, and completion of the Bill of Lading at the origin and delivery destinations, with either the customer, or the customer's pre-designated contactFailure to request and secure a copy of the completed and signed Bill of Lading must be addressed with the carrier who was responsible for transporting and delivering the freightSince the customer, [redacted] , called to report the damage to Montway on 1/1/2016, we have been in constant and continual contact with him, to advise him of his legal options to collect for damage compensationWe have offered to assist with the success of filing his damage claim with the proper partyWe have taken action to fully advise the customer of his legal options to recover on the loss, and have also offered to provide mediation services with the carrier responsible for transporting his vehicle [redacted] Towing LLCWe 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 claim Because 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 process This is a great help in most instances as it greatly expedites resolution for all, however again both the vehicle owner and carrier must be willing We do need estimates in order to present the case to the carrier for considerationTo date, the customer, [redacted] , has not provided any of the documentation, besides photographs of the alleged damage, that has been requested, so that we can initiate mediation on his behalf with the carrier, [redacted] Towing LLC

They had a driver set up to pick up my car within hours of my request It arrived right on time

Montway Auto made transporting of my car from NYC to CA a very seamless process The car was picked up on time and delivered on the estimated date Highly recommended

Service was excellentVehicle was picked up and delivered just as promisedThe transport driver kept in constant communication with me until final deliveryWill definitely recommend to others

Montway has been the best Auto Transport Company that I have usedI highly recommend themThey arrived at my home when promised and delivered the Auto up the East Coast as promised

We are truly sorry to have lost this customer's businessIt is however 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 thereafterThe vehicle MUST BE ready and available for pickup at the date the customer specifies that it isIn this case Mr [redacted] had not even purchased or paid for the vehicle but yet had already ordered the pickup for itUnfortunately for such instances [redacted] does not have sale receipts from the auto seller or buyer and we do not know the status of closing vehicle purchases It is solely the customer's responsibility to make sure the vehicle is ready and available before he tell us that it is ok to send the carrier to pick it upMr [redacted] booked the transport order on 10/13/and gave us a date of availability for the vehicle of 10/16/On 10/15/we dispatched a carrier that signed the transport contract and was to pick up the vehicle on 10/16/ as per Mr [redacted] 's requested dateWhen the carrier arrived at the location on 10/16/the seller of the vehicle stated that the vehicle is not paid for and he is not releasing it to the carrierThe carrier had to leave without the vehicle, which is considered a dry run with no load to pickup, wasted gas and wasted time, which sets off his scheduleMeaning the trucker went to a location for a vehicle that was not ready for release and in return the trucker lost out on other loads and moneyBeing an auto transport carrier is a full-time job and in order to make trips profitable every spot on the trailer should be accounted for with a vehicle in placeWhen pick-ups do not occur this reduces that ratio thus costing more out of pocket expense for each trucker instead of profitAfter the trucker already went to the pickup location was informed by the seller the vehicle was not paid for and left the location Mr [redacted] requested cancellation We did cancel the order per customer request however the partial payment for scheduling a trucker is non-refundableCancellation Policy states that the customer must request cancellation in writing BEFORE the carrier is dispatchedAfter a carrier is dispatched they have a signed contract for the transport and our broker service is rendered and the broker fees are no longer refundableIt is not our responsibility to interfere in customers private sales dealings or confirm with the seller if they are still selling the vehicleIt is the customer's responsibility to order service only after he has confirmed that the vehicle is paid for and 100% available for pickupThe dispatch service was rendered according to the pickup date Mr [redacted] requested and according to the terms and conditions Mr [redacted] accepted when he booked this order therefore the service must be paid forOnce the order is dispatched a partial payment is charged, the service is intangible and thus cannot be reversedWe always advise our customers to pay attention to all details in the terms and conditions in any type of contract or order they engage in Integrity is one of [redacted] company core values We demonstrate our integrity by being transparent with all of our terms and conditions of service because we understand that transporting a vehicle is not a common occurrenceNothing within our process is hidden That is how we became one of the largest auto transporters in the United StatesWe remain in business because we are industry experts transporting over 6,vehicles a month and have a network of over 13,carriers Both customer and company bare a responsibility to any business transactionWe understand that not everyone may be satisfied with our service, for which we will continue to strive for improvementHowever as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to our terms and conditions[redacted] is 100% dedicated to the customer and our service and care is unmatched! [redacted] stands by its services and will go above and beyond to assist customers with any issuesHad Mr [redacted] contacted us prior to posting inaccurate complaints of the chain of events, we would have been able to address and resolve the issue at hand

Where to begin with the awful and costly mistake with entrusting Montway for my auto transport needs First, my car was scheduled to be picked up, along what I was told during booking was a popular route, on or after MayI needed it picked up before May, and stated as much at booking and in repeated phone callsInstead, I had to give my car to a friend to allow for pick up laterLater turned out to be May, seven days after the first possible pick up day and four days after I needed it picked upIt was supposed to be picked up from my friends houseInstead, my friend had to pick up the driver, bring him to the house, and then the driver drove the car away to load on the trailer Second, during the process I was repeatedly told not to worryThis was a lieI was told everything would be fine and my car would be picked up on time and at the agreed priceAgain, a lieI ended up paying 20% more for a service that was late, both in picking up my vehicle and late in delivering it Third, delivery was delayed based on the original estimated deliveryMy car was dispatched and I agreed to be extorted for more money based on a pickup and delivery estimate that would have my car delivered on MayThe day after my car was picked up, the estimate was revised to MayThe eventual delivery date was the evening of MayIn other words, delivery took twice as long as the original estimate at 120% of the original cost Fourth, the driver showed up without the bill of ladingHow is this a preferred carrier? Five and finally, the inability of Montway reps to adequately convey information was one of the most frustrating aspects of this whole ordealAdditionally, when I am the person initiating almost all contact, since I never received call backs or had people provide updates as promised, it makes me wonder what service I was paying for I will never again use MontwayThey are a bunch of liars and should be investigated for their methods of extortionI can't believe that they are this well reviewed and held in such high standing with Revdex.comBe warned

Montway Auto Transport made transporting my car from Chicago to Scottsdale the easiest part of my move The account representative and the driver were terrific the car arrived in perfect condition and it was delivered to my door My son is going to use Montway to transport his car from California to ChicagoCheryl [redacted] Ph.D

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The business has offered to reimburse $317.92, which I have accepted Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ We addressed the matter immediately upon customer notification on June The carrier [redacted] LLC was placed on our INACTIVE CARRIER LIST on June 13, suspended from doing business with Montway until they have satisfactorily passed [redacted] services audit inspectionWe have not done business with [redacted] LLC since that time as they have declined the opportunity to go through the audit process in order to be reinstated to work with Montway again Recording Odometer readings on the bill of lading although performed by many carriers, is not required by lawSince we are the largest broker in the U.S., we work with over 7,carriers, thus it is a serious legal challenge to place such a requirement on that many separate entities and companiesTherefore, recording odometer readings is recommended but is not part of the procedural requirements placed upon carriers at this time The customer reported additional miles on the vehicle at delivery, however had no documentation to indicate thatWithout proper documentation we can not hold carriers legally liable and can not issue monetary compensation Despite lack of documentation, the order was fully audited for quality assuranceThe transport itself was a distance of miles which takes approximately to days to completeThe vehicle was picked up on June and delivered on June It would not be possible to deliver the vehicle in just days if the vehicle was driven outside of that for additional milesAlso, the complaint was reported on June 13, which was days after deliveryThis opens further question to when the additional miles may have occurred We are truly sorry for any inconveniences and although there was no documentation to support a monetary offering, a $restaurant gift certificate was provided to the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) I appreciate that Montway has agreed to one of the expectations to repair their poor service and customer response; i.ethey have suspended carrier [redacted] LLC from working as a contractor for themIn fact, it appears that [redacted] LLC, by refusing to allow Montway perform an inspection/audit that this would indicate that something wrong occurred on their part (on the part of [redacted] and Montway, by default) 2)I find it intriguing that Montway goes onto say that on the one hand it agrees to suspend one of its carrier contractors (because of doubts on the quality of service)However, on the other hand, Montway hides behind the excuse that the law doesn't require them to record odometer readings and that they therefore don't record the readings for fear of the legal challenges on these entities Montway further states that recording odometer readings IS RECOMMENDED (they fail to clarify that they never recommended this to me...only after admitting there was an issue, do they admit its worth while doing so) 3)They then continue by saying that I, the customer, have no documentation that an additional miles were put on my car, therefore unable to prove it Strange isn't it...you would have thought that the bill of lading would be the place to record it and not expect the customer to dream up a separate "document" - (their word, not mine) to prove the car had been driven So, just to clarify again that I am NOT looking for personal gain (as I have stated from the very beginning before bringing in Revdex.com), and that is why I would greatly suggest and appreciate if Montway were to "recommend to their customers" (going forward at least) that they should have a record of their odometer reading when they piand deliver the car (endorsed by someone at Montway) AND that they make a full restitution in the form of a check, NOT TO PAY ME, but to make it a charitable donationIf I were to be dishonestly claiming that the mileage was added on, I would have asked for a personal restitution and not suggested it be given to charity Important comment: I do not appreciate Montway's comment (and personal implication) that since the report was made days after delivery that it "opens further question to when the additional miles may have occurred "Is Montway suggesting I wasn't telling the truth? Then why did they suspend [redacted] LLC in the first place? They either believe this customer or they don't, but can't have it both waysI'm afraid that was a gratuitous remark on Montway's part (unjustified, unwarranted and undue) Montway, respectfully, admit your mistake, make the reparation and move on its only helpful to listen to an honest customer (your future customers will appreciate it too) Final Business Response / [redacted] (4000, 9, 2014/07/28) */ Perhaps it will help to re-clarify that Montway was the broker in this transactionWe were hired to locate and secure transport for the customer's vehicleMontway never took possession of the vehicleThe carrier assumes all responsibility of the vehicle upon pickupMontway and the Carrier are two separate entities As part of our investigative process, we suspend carriers upon notification of such complaintsThis allows us the time to learn what may have occurredThis process includes interviewing the CarrierWe as the broker, mediate the situationWe do not take any sides to the matter By no means is it our intention to accuse any partiesSuch cases unfortunately become a he said/she said situationTherefore we only report the facts and advise on individual rightsPlease understand, we state this respectfully, just as the customer does not appreciate the implications that their report is questionable or that documentation is required, neither does the carrier appreciate being accused of improperly doing their job The carrier was interviewed and they feel they provided quality service and delivered the vehicle safely without damageCarrier is upset about the incident and from their point of view should not be penalizedTherefore, they have made their own business decision to not be audited and reinstated to work with Montway in the future We can not issue a refund of the broker fee because there is no legal documentationThis is why we provided a courtesy goodwill restaurant gift certificateWe can not issue a refund of the carrier fee, as that was paid by the customer directly to the Carrier at deliveryAs part of our mediation, the Carrier was asked to honor a goodwill request, but they have refused, again due to their position they provided quality service We realize that transporting is not a common experience for most people, so we hope we have helped to explain the process Thank you for your time Final Consumer Response / [redacted] (4200, 11, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Revdex.com, I appreciate your comment that the texts of the responses may be publicly postedI would certainly support the public posting of this situation as clearly there are different perspectives from the customers side and from the service providers sideI think it is important that future customers can be aware of this Montway experience Specifically to their latest response, allow me to make a few observations: 1).Once again it appears there isn't complete transparency from MontwayIn their response above they now explain that they were not a carrier but rather "a broker...hired to locate and secure transport for the customer's vehicle"This is rather different than the document I have, titled "Montway-Quote" where they use many words to promote their service, security and reliability...and in the details of the text they clearly state: "Montway is both a carrier AND a broker..."So which is it? Their promotional message led me to believe they are bothBut in their response to my service dissatisfaction and in this case they now claim they are not a carrier, only "a broker that mediates the situation" with the carrierYou can see why its disconcerting and confusing to see one claim in the advertising of their business but a different position when it comes to addressing a customer concern 2).They state in the response above that they "do not take any sides to the matter"not very encouraging if one is looking for a resolution 3)Montway claims that they interviewed the (other) carrier and they, in turn, decided that they should not be penalized and therefore decided not to be submitted to an audit Why would an audit be penalizing? In any other business an audit is a routine and acceptable process to ensure compliance and good governance 4)Can you clarify specifically what was the "goodwill request" that Montway proposed to the carrier? Is the Armenikum, LLC permanently delisted from being a Montway carrier? Revdex.com, at the very beginning you ask what would be "Your desired resolution"From all the exchanges and confusing explanations, it appears that Montway is not willing to fulfill the resolution requestTherefore if there is nothing further Montway is willing to do, then one can only hope public postings of this situation will enable customers to be forewarned

Hello, Ms [redacted] has been contacted regarding our offer in order to resolve this complaintWe are waiting on a response Thank you,

we transported our [redacted] Pick up from Miami to Colorado Springs, on July 2016, the car was delivered on by Prestige Auto Transport , to this date we have not been able to drive it due to the fact that the driver admitted he had dropped the truck Contacted Montway Auto Transport right away and said they were only brokers and not responsible Prestige Auto Transport denies this situation and does not allow me to file a claim with their insurance company We can not believe this situation and will not be able to resolve it unless I hire an attorney and have more expenses will never recommend montway auto transport again

WORST EXPERIENCE EVERI WAS TOLD I WOULD GET HOURS NOTICE AND THEY WOULD COME NEAR MY HOUSETHEY CALLED AND SAID I HAD HOURS TO GET TO THE DROP LOCATION THAT WAS MINUTES AWAY OR I WOULD MISS MY ENTIRE WINDOW AND HAVE TO REBOOK THEN I RECEIVE MY CAR A DAY LATE, THE WINDSHIELD IS CRACKED, THERE IS A BASKETBALL SIZED DENT IN THE TRUNK AND THE ALIGNMENT WAS SO MESSED UP I HAD TO DRIVE TO THE NEAREST AUTO SHOP WITH MY STEERING WHEEL SIDEWAYS ***THE WORST PART IS I BOUGHT THE BOGUS INSURANCE AND I WAS TOLD IT DOESNT COVER ANY OF THE DAMAGES THAT OCCURREDSERIOUSLY???? WHAT THE HECK DOES IT COVER THEN????? SECOND WORST PART- THE BILL OF LADDING WAS CHANGED AT SOME POINT DURING THE TRIP AND THEY ADDED THE DENT TO THE REAR ACTING LIKE IT WAS ALREADY THERE, BUT I HAVE PHOTOS AND THE BILL OF LADING FROM THE PICK UP TO PROVE THEY ALTERED IT ON THE ROADAND THEY DIDNT EVEN USE THE SAME COLOR INK WHEN THEY ADDED THE NEXT DENTSO DISHONEST! $AND ITS GOING TO COST ME ANOTHER $TO FIX EVERYTHING THEY MESSED UPNEVER EVER, EVER AGAIN

I had a very friendly and easy experience setting up transportation for my vehicle price was very fair customer service was excellentI would use the service again if need be

Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ We are very sorry for the customer's situation and made every effort to rectify the problem. When the customer informed us of the situation, we took immediate action. All parties were thoroughly interviewed. Documentation provided by... both the customer and the trucker indicates that 1 key was provided at the pickup of the vehicle. We understand the customer believes they always receive 2 key fobs with their leases, however we cannot comment on the customer's experience with previous leases. We can only investigate what occurred with this transport. Customer asked Montway to cover the $395 cost to generate a new key fob despite there being no evidence to show that a second key fob was part of the transport. Wanting to provide a solution for the customer and to show them we do value their business, as a courtesy we offered to pay the $95 cost for a spare master key. The customer declined our offer. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) if they do not want to pay that is fine,I just want to inform the consumers what to expect from this company .They offered me $95 only if I agreed to remove my review.They also made the online review company to remove my review ,as per them I was not their client. I had to send documentation to prove that I was their client Final Business Response / [redacted] (4000, 9, 2014/07/03) */ We appreciate your response, thank you. However the $95 was offered to compensate you the cost of the key, not to remove the review. Please provide documentation other than verbal information provided by the seller and we will be glad to assist in mediating with the carrier, [redacted] , on your behalf and have them pay for the original key. Please understand, [redacted] 's driver has no reason or interest in keeping such an item as it only hurts his business. We also would like to kindly point out that legal liability lies with the carrier, [redacted] , not Montway, who acted as the broker in this transaction. Although it is not our legal responsibility, we did everything we could to offer you an appropriate solution. We are very sorry for your continued dissatisfaction.

This was the first time using this service, I normally just tow vehicle on trailer, I was very pleased with response time and service,I will use them for now on, ,, thanks guys, ,y'all rock, ,,

Absolute horrible service the company should execute a more intensive background check on it's independent drivers

Excellent service Car came in good conditionThey allow to put uptolbs of stuff, so that made moving a bit easierDriver communication was goodCar came earlier then expected