Company Response Review Report Review
Poor customer service, lied to, did not make it right

Jamey Submitted this review about Montway Auto Transport
Review made Live: 8/4/2019 3:02:00 PM
Find another transporter and thank me later! Short gist upfront and details below if you'd like to read: Vehicle supposed to be picked up on 16 May, didn't get picked up till 20 May. Should have arrived 25 May, didn't show up until 9 June... It took 21 days to deliver my truck in what was supposed to be 5. I WAS LIED TO, and was without a vehicle for almost a month. What was Montway's "attempt" to make it right? offering me $50 dollars off the $1,800 price and a $50 dollar gift card if i signed a contract stating that I would not tell anyone about my experience... If that sounds like the customer service you want when something doesn't go right, then by all means. Just know, that they will not make things right and you will have no recourse. I used Montway to ship my truck from GA to WA and the only part that went smoothly was Montway taking my money... At origin, my truck was supposed to be picked up on a 16 May, then driver said they needed to change pickup to the 19th, then didn't actually show until the 20 May (by that point I was already going to be out of the area and had to make accommodations to leave truck with a third party due to delay in pickup.) With the delay, my truck was supposed to arrive on the 24th. It didn't show... Montway said the driver was having mechanical issues with the truck and it would be delayed 2-3 days. Still didn't show.. I was then told that the truck was broke down in Nebraska, and kept being told 2-3 days, 2-3 days... On JUNE 7TH! I was contacted by a man who said he had my truck and would be delivering it the next day, and that he had picked my truck up just three days before in TN (the location of previous carrier)!! These people picked my truck up and returned to their home, where my truck sat for over two weeks while i was being lied to! The driver who delivered my truck said he saw my truck online and picked it up to deliver for cash on delivery. He said he met the original company in a parking lot at 8PM and they gave him my keys and truck! My truck could have easily been stolen, oh and I had to end up paying an extra hundred dollars to get my truck. Montway's proposed answer was to give me $50 and a $50 gift certificate if i signed a contract to not share my experience with anyone. Do yourself a favor and find another carrier to work with.
Shipment Details
Origin State:
Georgia
Pickup:
Late
Destination State:
Washington
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
704537
Quote or Order Cost:
$1879

Car Condition
  • Vehicle was dirty
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 8/15/2019 3:57:00 PM
Hello Jamey, we would like to apologize for the inconveniences with your recent transport experience. As stated in the booking confirmation email you received and on our website, our dates are estimated and not guaranteed. We also inform customers that we do not reimburse for car rental fees for any reason due to this. We expect to assign a carrier within 1-5 business days from your first available date. The average transit time for your route once picked up would be around 7-9 days give or take. Unfortunately, the carrier transporting the vehicle did have mechanical issues with the trailer beyond timely repair and had to take steps to ensure the vehicle was safely transported. If the truck breaks down while in the carriers possession, it is permissible under industry rules and regulations, to have the vehicle shipped with another certified party. Despite this, and for the inconveniences caused by the carrier, we have reached out to try and make amends by offering a partial refund for the services rendered. At Montway, we encourage our customers to leave truthful reviews about their experience as it helps us grow as a company. If the customer would like to discuss their order further, we encourage them to reach out to us at feedback@montway.com. Thank you.