Company Response Review Report Review
Several items not as per initial agreement

Mark Submitted this review about Montway Auto Transport
Review made Live: 11/5/2019 9:10:00 PM
1) I initially requested enclosed transport. Receive a call from Montway shortly after. I asked if the car could be picked up the following week and I was assured this would be done. Then a few days later I get a call saying that enclosed transport could not pickup my car this week and I had to wait potentially a few additional weeks. 2) I was charged an extra $200 because my car had a bicycle rack on top. No bicycle in the rack, just the rack itself. Apparently this made my car 'oversize'. None of the potential "extras" had been mentioned up front. Only found out about these when the driver was at my house to pick up the car. $200 is a 15-20% increase over what I was quoted, and I don't think the rack made my car oversize, I mean it's not like my car suddenly became a pickup or a van, did it? 3) I booked door to door transport. At destination, the driver calls me saying he can't deliver to my address, and I have to go get my car 35 minutes (over 22 miles) away. I had to take 1 hour off work for this ($75) and pay $45 for a Uber to get me to the car drop off location. 4) When I got my car at destination, driver had me sign paperwork and gave me a receipt. Some of the paperwork was to describe initial condition of the car (I didn't see that paperowrk before as I was not present myself at pickup at origin- I had a friend cover for me), etc... Upon inspecting the paperwork, I saw two notes which were very concerning: a) "Cannot inspect initial car condition because car is too dirty" -- This isn't true, the car had been washed 1 week before pickup and sat unused in the garage all that time; I wasn't even living there anymore and nobody used the car. b) "Cannot inspect initial car condition because it is too dark" -- well, there are light switches in the garage, was it too difficult to just switch them on? This shows extreme laziness in my opinion, driver wasn't even willing to spend the effort to turn on a light switch. Fortunately, there was no damage on my car on arrival (phew!). But if there had been damage, I fear these notes would have been a problem. But these two notes give different reasons for not inspecting the car and they both don't say the same reason, it's almost like the driver was looking for a reason (most likely making it up) not to inspect.
Shipment Details
Origin State:
Massachusetts
Pickup:
On Time
Destination State:
Washington
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
784095
Quote or Order Cost:
$1500

Car Condition
  • Vehicle was dirty
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 11/22/2019 4:29:00 PM
Thank you for providing feedback on your shipping experience, Mark. As a broker, our team will present you with all possible options to accommodate your vehicle. It is up to the customer to accept any options. If they refuse, we will continue to work at the rate they booked. Any additional funds go directly to the carrier. Please note that as indicated in our terms & conditions: "If the vehicle is inoperable or oversized (dual or oversized wheels, extra-large, racks, lifted, limo, etc.) Customer must inquire as to the extra charges. If Montway Inc. is not advised of inoperable or oversized/modified vehicles prior to pickup, all extra charges must be paid in cash or money order to the Carrier upon delivery." - We will provide your feedback to the carrier regarding the inspection of your vehicle. We have also attempted to reach out to discuss this in more detail, as well as discuss the door to door delivery but have been unable to reach the customer. We ask that the customer contact us at feedback@montway.com so that we can try to assist.