Company Response Review Report Review
Be better at under-promising/over-delivering

Joe Submitted this review about Montway Auto Transport
Review made Live: 3/11/2020 1:13:00 PM
I am never one to file complaints, and I understand Montway contracts with other companies/can only provide estimates - but my customer experience has been absolutely awful. I first worked with your team over the phone to schedule my pick-up day/time so my car got to me within a reasonable timeframe. - On the pickup, I received no notification of the anticipated pick-up time, until I called with less than 24 hours left before scheduled pickup. The pickup was changed by the driver twice - to a different day, and a different time, and me meeting him somewhere instead of at my home. The delays were given often with less than an hour notice. I rearranged my calendar on more than one occasion. - My delivery has now been delayed by 5 days from the initial estimate. Once again, I got no notice until I called, and the driver has now missed his estimates 4 times in a row., often with less than 1 hour notice. This has created absolute havoc on my schedule. It's not a problem if things get delayed, but it's the estimate process that needs a ton of work. The drivers need to communicate more realistically. It's a very bad experience for paying $2 grand up front. I immediately lost all leverage when that happened.
Shipment Details
Origin:
Revere, Massachusetts 02151
Pickup:
Late
Destination:
San Francisco, California 94123
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
819859
Quote or Order Cost:
$2000

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 3/17/2020 9:16:00 PM
Hello Joe, we apologize for the inconvenience with your order. Please know that as informed at booking, Montway provides estimated dates for the transit time based on thousands of shipments similar to the customers, but it is not a guarantee. Delays can occur for any reason, many outside anyone's control. We will be providing your feedback to the carrier and audit the order accordingly as we understand that communication is incredibly important. We would still like the opportunity to make things right. We ask that you email us at feedback@montway.com at your earliest convenience. Thank you.