Company Response Review Report Review
DO NOT SHIP YOUR CAR WITH THIS COMPANY. $4000 damage to 2015 Nissan Murano and no one takes the responsibility...

Elnaz Submitted this review about Montway Auto Transport
Review made Live: 1/30/2017 7:20:00 PM
DO NOT SHIP YOUR CAR WITH THIS COMPANY.
Here is my story:
Based on the rating of the “Montway Auto Transport” I chose them to transport my car from MA to WA. They are a dealer that find a match between the customer and the trucking companies. At the beginning everything looked good... Since my car was a brand new car with very minor scratches I was sensitive and I asked all the details about the insurance before I give the car to this company. Fortunately, all of their calls are recorded and they clearly mentioned several times that OTHER THAN THE TRUCKING COMPANY, THEY WILL INSURE THE CAR FOR $100,000, NOTHING DEDUCTIBLE... and here is what happened to me
- I was leaving the country and I requested a pick up on November 22 and they said they would find a truck as soon as possible and the car was picked up on December 5th- AFTER 13 DAYS! with a company named Fast Freight Trucking Inc. I had to leave the car at my friend's place and leave the country before they pick it up for shipping...
-I had a similar story for receiving the vehicle in Blaine, Washington. The driver was changing the time of the delivery several times and after 4 days we could manage a time to receive the car. I was not there and my friend picked up the car for me.
-The car was super dirty and the shipper asked my friend to sign the bill of lading which is basically a receipt saying the car was not damaged, and obviously no one could see any damages to the car when the car has been outdoor for more than 20 days, and so dirty/muddy! they said they won't give the car unless the receipt is signed (saying there is no damage to the car).
- When I received the car and I washed it all the damages and scratches that they were hiding with the dirt on the car became obvious, there are 3 parts of the hood that the paint is completely damaged. I took the car to 3 different body shops they all said it goes all the way to the paint and it cannot be polished out and the hood needs to be replaced.
- There is also a big long scratch on the roof and another one that starts on the roof all the way to the front wind shield and some other scratches on the sides of my car.
I reported the incident to Montway in less than 24 hours. Montway’s representative told me on the phone that they need 2 estimates from body shops for the damage they made and I took the car 3 of them and they gave me estimates ranging from $2,990 to $4,300 and I submitted all other required documents to Montway in less than a week. I called them and made sure they have received all documents. Then they asked me to wait to hear back from them.
- After 1 month and no follow up from them, I called Montway and asked about the claim that I have made- They told me that the trucking company has REJECTED THE CLAIM!!! I asked about the insurance from Montway- turned out that the “$100,000 insurance” that they talked about at the beginning of the deal does not even exist and that it is a trick that they use to fool people. THERE IS NO SUCH INSURANCE.
- It has already been 2 months and no one solved the issue for me and my car is still not repaired and no one takes the responsibility.
If you are thinking to ship your car with this company, I have all the pictures from the damages and all the documents that can convince you shouldn't do this... Feel free to contact me with email at elnaz286@yahoo.com or by phone at 778-888-7734 and I will send those over to you.
Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
358452
Quote or Order Cost:
$1289

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 2/22/2017 3:20:00 PM
Montway truly appreciates you taking the time to submit feedback about your experience. Please know that your feedback is taken very seriously. We welcome any recommendations that help to improve the quality of our services for our customers. We want to sincerely apologize for any and all inconveniences caused during the transport of your 2015 Nissan Murano with your carrier. Please note we estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Your first available day for pick up was 11/23/2016. We did assign your carrier on 11/29/2016 which was the 4th business day. It was on that day where we sent you the dispatch notification via email in which we made you aware of the estimated pick-up date of 12/2/2016 and an estimated delivery date of 12/13/2016. All service dates in the auto transport industry are estimated and cannot be guaranteed due to the dynamic and ever changing driver schedules. Traffic 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 anticipated. We understand this is potentially inconvenient for customers. Thus the provided estimated dates could vary by several days. Your vehicle was picked up on 12/02/2016 and delivered on the estimated delivery date of 12/13/2016. We see that you reported your damage on 12/16/2016 in which our internal agent immediately followed up via email that same day requesting documents that were needed in order to start your claim. Please note that there was no damage marked on the, Bill of Lading at delivery that was provided. The Transport company did not agree as the person that received the vehicle signature signed clear with no damages at delivery. Damage must be noted in the proper place on the Bill of Lading and signed by Customer regardless of weather conditions, time of day or day of week. Signing the Bill of Lading and inspection report without notation of any damage verifies that Customer has received his vehicle(s) in satisfactory condition, and that Montway, Inc./Carrier and their agents are relieved of any further responsibility. We have an in-house Claims department that provides assistance. As well as detailed steps and documentation for filing a formal insurance claim. We care about our customers and try to provide the best service possible. If there is anything else we can assist you with please let us know as we would be glad to help. At this time we ask that you please reach out to our claims department directly as one of our agents would be more than happy to assist you with any other additional supporting documentation that can be used for the damage you have reported.