Company Response Review Report Review
Horrible Experience - Late and Costed Extra

Brian Submitted this review about Montway Auto Transport
Review made Live: 6/12/2016 4:54:00 PM
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 9 May. I needed it picked up before 12 May, and stated as much at booking and in repeated phone calls. Instead, I had to give my car to a friend to allow for pick up later. Later turned out to be 16 May, seven days after the first possible pick up day and four days after I needed it picked up. It was supposed to be picked up from my friends house. Instead, 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 worry. This was a lie. I was told everything would be fine and my car would be picked up on time and at the agreed price. Again, a lie. I 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 delivery. My 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 19 May. The day after my car was picked up, the estimate was revised to 20 May. The eventual delivery date was the evening of 22 May. In 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 lading. How 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 ordeal. Additionally, 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.
They get one star for eventually getting my car to me, undamaged.
I will never again use Montway. They are a bunch of liars and should be investigated for their methods of extortion. I can't believe that they are this well reviewed and held in such high standing. Be warned.
Shipment Details
Origin State:
Florida
Pickup:
Late
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
269456
Quote or Order Cost:
$949

Car Condition
  • Vehicle was dirty
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 6/24/2016 7:13:00 PM
Thank you for your feedback. We are very disappointed to learn of your dissatisfaction. Transporting a vehicle is not a common occurrence for most to which we do our very best to educate first timers. We are 100% transparent with all terms and conditions including the fact that no transport dates are guaranteed. Pickup is estimated within 1 to 5 business days from the date the vehicle is ready for pickup. The first available day given by the customer was 5/9. Pickup occurred on 5/16, which is the 5th business day. Drivers do their very best to get as close to your door as legally and safely as possible. Unfortunately in this particular instance the trailer could not safely do so to which we sincerely apologize for the inconvenience. Any requests for additional trucker pay is just that, Montway never collects any additional funds, those are costs allocated by the individual trucker to compensate for costs associated with changes in route or load attribution of their trailer, this has nothing to do with Montway, this is the nature of the industry. This is never a requirement, only an option provided to which the customer has the full right to decline. Any time we obtain the opportunity to get your car moved based on your needs, we present it, it is up to the customer if they want to accept or not. For a transport of over 2100 miles it takes an estimated 6 to 8 days depending on traffic, weather, emergencies, etc. The vehicle was picked up on 5/16 and delivered on 5/22 which was well within that span of time, delivering safely in only 6 days. Although the order was truthfully serviced as promised we have reached out to the customer in good faith to see if we could help them understand and hopefully win them back as a customer.