Company Response Review Report Review
Delayed a month then blackmailed for more $

A Submitted this review about Montway Auto Transport
Review made Live: 1/15/2019 11:44:00 AM
This company is a scam. They delayed shipping my car by a month and then demanded more than $500 over the contract price. I don’t know if the positive reviews they have online are fake or real, but please, find ANY other way to move your car. I agreed to a car pick-up with an agent named John at Montway for a cross-country move in mid-December. I stressed that I was leaving the state and he reassured me that the car would be picked up in the week leading up to my departure date. He also told me that 10 days before my departure date they would give me a call and tell me what day the car would be picked up. He made a verbal promise that my car would be picked up by the day before I moved, although—as I learned later—this is not guaranteed by Montway contracts. I never heard from them and began calling Montway daily about 6 days before my move. Each day they told me I was their “highest priority” but made no commitments to actually uphold their contract for shipping my car by my move date. They also denied ever promising to confirm the pick-up date 10 days before I left the state, which I wrote down very clearly in my notes from the original phone call. Montway never picked up the car. I had to move across the country and leave my car with a friend, which was incredibly inconvenient for both of us. After the holidays I began once again calling Montway daily to find out when they would ship my car. In early January, almost a month after the car should have been picked up, they told me they had a driver who would take my car for $530 more than the contract price I had reserved. When I said it was absurd to raise the price that we had agreed upon and Montway should pay for the difference since it was the company’s fault the car was being shipped so late, the representative told me they would cancel the contract and leave me to find another way to ship my car if I didn’t accept this option. In short, they waited a month to ship my car and then blackmailed me for extra money knowing I was desperate to get my car—since I had been waiting for it for weeks. Virtually nothing in my contract—the time of pick-up or the price—was honored by this company. Some other very suspicious things that Montway did during this period: - Every time I spoke to this company’s employees, they had a different excuse for why my car was delayed. First it was that the route was “unpopular”—note that I was shipping my car from CA to NY (not exactly an unpopular route) and they never mentioned this when I made the contract. Then Tesla had shipped a large order of new cars and all of their drivers had been diverted. Then it was too close to the holidays—even though this was only the case because Montway was weeks late picking up the car. In January, the Montway representatives then insisted that “the market was high” and it was no longer possible to ship my car at the rate they had promised. - In my dozens of conversations with Montway employees I repeatedly asked to speak to John, the representative who made my reservation. They never connected me to him or had me call them back. After making the reservation, every single person I spoke to had an accent and repeatedly referred to incorrect times and dates, suggesting that they were in another country and totally detached from the people who sell these contracts.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
New York
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
653428
Quote or Order Cost:
$1949

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 1/17/2019 7:01:00 PM
Hello, Alexa, we understand you had an issue with the cost and dates associated with your vehicle shipment. We apologize for the inconvenience caused. We take your feedback very seriously and have audited your order including the phone calls and email interactions with our team. Our booking representative let you know that our dates are estimated and not guaranteed. This is also stated in the email confirmation you received as well as in our terms and conditions. Unfortunately, we cannot confirm a carrier 10 days before your first available pickup date as schedules do tend to change periodically. We did have your first available pickup date as 12/10/2018. We expect to assign a carrier for the pickup of your vehicle within 1 – 5 business days from that date, however, as our team let you know, we were having longer than usual delays due to the holidays and the high demand in vehicle’s being transported from the state of California. Our team will present you with any options that we may come across to get your vehicle shipped as quickly as possible. Your pickup location was approximately 130 miles north of Los Angeles and our team was able to locate our carrier who could accommodate your pickup location as we did not have a carrier operating in or around your pickup location. The additional funds went directly to the carrier for the added time and gas. If you were to decline the option our team would’ve continued working on getting a carrier at your booked rate.