Company Response Review Report Review
Sold on best case scenario - not told reality!

Scott Van Groningen Submitted this review about Montway Auto Transport
Review made Live: 3/29/2017 1:38:00 PM
I chose Montway based on their 1,000+ positive reviews online and their price. I called their Customer Service number to ask a couple of questions and confirm what I was quoted. I was told by their Sales team that the vehicle would be picked up in 1-3 days from the "first available" date and delivered within 5 days. I had specific deadlines that I needed to meet and they told me it would not be an issue. I now know that they quoted a best case scenario just to get my business - that was not reality!

Montway operates by quoting a price for shipment and then they attempt to broker a deal with any trucking company willing to complete the order for the price Montway offers. This is the problem as they cannot guarantee a pickup date, a delivery date or the final cost of the shipment. This is not disclosed in the discussion with the Sale Office. I contacted the Sales Office several times after signing my sales paperwork in an effort to get things moving and stay on schedule. I was then told by Montway that they do not have a specific pickup date and they could have a trucking company accep the order as soon as 5 minutes after we get off the call. When questions what the worst case scenario was, they could not quote me a date or a timeline.

My first available pickup date came and went with no confirmed pickup. It then becomes a waiting game for a trucking company to accept their offer. 5 days after the first available date I was contacted by Montway and told they located a trucking company, however they wanted an additional $250 since the pickup location was "off their normal route". I agreed in the interest of just getting my vehicle shipped at that point! 7 days after my first available date the car was picked up and shipped to the house with an anticipated delivery date. I was provided with the shipping company's name, number and the driver's number.

I contacted both parties soon after the pickup to confirm the actual delivery date. No response. Called again a day later and no response. I then called again a day before the anticipated delivery date and was told that they did not have an exact ETA and that I would be notified at least 12 hours before delivery. Again I waited. The truck driver finally contacted me on the day of the anticipated delivery and told me he would be a day late. I told him I was not available at that time and he would need to wait until I was home. He unhappily obliged and we scheduled a time to meet. The delivery itself was successful and I did not have an issue with the condition of the vehicle.

Bottom line - Montway communication SUCKS! Don't believe the anticipated pickup or delivery dates or the quoted amount. If you must have the vehicle shipped on specific dates - find another company!
Shipment Details
Origin:
Jackson, Tennessee
Pickup:
Late
Destination:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
395409
Quote or Order Cost:
$1699

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 4/12/2017 8:57:00 PM
We appreciate your feedback as we love to learn from our customers the experience they encounter good or bad. Please note that all service dates in the auto transport industry are only estimated, and not guaranteed. Upon learning of this reviewers concerns we immediately reached out to him apologizing for all the inconvenience caused during the transport of your vehicle with assigned carrier. Montway is in fact both a licensed broker (MC 611862) and a carrier (MC 615110) with our own fleet of trailers. Montway does not work with just any carrier but only licensed and insured carriers. Our goal is to find our customers transport solutions and carrier companies to transport vehicles per customers needs. Please also note any information we provide for the trailer whereabouts comes directly from the carrier. We believe our carriers to be upfront with us and have no reason to withhold information this is why whatever they inform us we quickly provide to the customer. Since we are not on the road we rely on our customers and/or carriers to report any issues with shipment and we do our best to offer a speedy resolution. Please allow us the opportunity to explain that Montway did not raise the price for you, however, the carrier inquiring on transporting your vehicle requested the additional fees as they had priced the available spot on their trailer higher than expected. That was only an optional offer, and if you did not want to go with this carrier, we would decline their request and continue working on assigning a carrier for the original price. We always want to make the customer aware of all available options and it is the customer's choice to proceed with the final schedule. We do apologize for the inconvenience, and if you felt that Montway raised the price. In reality, that carrier would have collected the additional fees towards their carrier pay. We hope this explanation makes it easier to understand how the auto transport industry works and to give you an example that as a broker we are fully dedicated to our customer and ensuring the customer gets the best service possible. We sincerely apologize if you feel this was not done for you. Montway is proudly named one of Inc 500 Fastest Growing Companies as a broker and carrier as we strive to provide quality service. As we have reached out to the customer(mentioned above) we were able to get the customer compensated by Montway and the assigned carrier and were able to address/resolve the customer's concerns. We are glad we had the opportunity to make things right and appreciates the customers time and patience. Thank you.