Company Response Review Report Review
Horrible experience - false advertising/vehicle arrived damaged

Derek H Submitted this review about Montway Auto Transport
Review made Live: 4/3/2017 4:21:00 PM
I contracted with Montway to transport my Porsche 911 from CT to CA via enclosed trailer.

They quoted me a rate of $1600 (a competitor later quoted me $1375 for the same service and Montway did not want to honor their 'price match guarantee' mainly their reasoning was that they 'Montway' was 'better than' that company and therefore not actually a competitor.) and sub-contracted the haul to Best Enclosed, LLC.

While the vehicle arrived a day earlier than expected, it arrived with a dead battery, which caused significant issues with smog in the state of California, as Porsche's require an involved drive cycle to reset the smog sensors.

The transport company parked on the side of Hwy 82 where we unloaded the vehicle with a dead battery which was a.) tremendously unsafe (the refused to pull onto a side street) and b.) enormously painful and inconvenient.

The vehicle arrived with a gash in the leather, and needed to have a new seat cover ordered from Germany and installed.

The vehicle also arrived filthy and clearly had been moved in transport, resulting in damage to the bumper.

Montway was notified of the damage and a claim was opened.

I believe strongly that Montway engages in smoke & mirrors in their 'claims department' in hopes that customers will simply get frustrated and give up on the claim. I have emails from Montway which blatantly misstate the facts, request the same information and documents already submitted and promise follow up and correspondence with their carrier which they simply do not follow thru on.

I invite anyone considering hiring Montway to reach out to me and I'll be happy to share. Soon a website will be live with all emails and correspondence published.
Shipment Details
Origin:
New Milford, Connecticut
Pickup:
On Time
Destination:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
378522
Quote or Order Cost:
$1600

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 4/4/2017 5:41:00 PM
We thank you for your review and sharing your experience. Regarding the rate that was offered this was an option in which you could have declined if you were not happy with the price. However, this was agreed on 1/20/17 when the service agreement that you signed by you. We are sorry to learn of your damages to the seat cover and the bumper on your 2009 Porsche 911 Turbo. Although damage is uncommon in auto transport, Montway does have an in house claims department that is here to assist our customers and provide them the proper documents to file a formal claim. The customers review stated that “Montway engages in smoke & mirrors in their "claims department'” However, the claim process has been started by Montway on behalf of the customer and they were advised via email of the claim number and contact information on 03/31/2017.The customer has already talked to the insurance adjuster Nathaniel as of yesterday 4/3/2017 the same day this review was posted. Unfortunately posting to review sites about these issues does not help with the customer’s claim as the carrier’s insurance does not monitor these websites. Our claims department has gone above and beyond to assist this customer with the damage they have reported and even offered mediation service to help get the customer compensated for the damage reported. Our mediation attempt with the carrier was unsuccessful due to the fact that there was no damage marked on the Bill of Lading when the vehicle was inspected at the time of delivery and the customer signed accepting the vehicle with no damage reported. As a broker in this transaction proper action has been taken against the carrier company due to the customers concerns. The customer made mention in their review that the carrier delivered the vehicle off on the side of Hwy 82 however, the customer changed the delivery address from his residence to his business and due to this that was the closest and safest/legal place the carrier could pull over to unload the customers vehicle. In regards to a dead battery the carrier has no control if a vehicle’s battery becomes dead in transport. Due to the fact this was an all power vehicle the vehicle had to be pushed off the trailer. With our commitment to providing dedicated service, we ask at this time this customer reach out to us directly as we would be more than happy to address their concerns. We appreciate your time.