Company Response Review Report Review
HORRIBLE DO NOT USE

Holly Schrock Submitted this review about Montway Auto Transport
Review made Live: 4/1/2022 12:21:00 PM
I just had the WORST possible experience with Montway. I shipped a car from Media PA to Salt Lake City UT, a 32 hour journey. I received a quote, paid my deposit, and was told the carrier would contact me. He did, and while the carrier (dispatched through US ROAD) was perfectly nice initially, his truck broke down only 5 hours from the pickup location. I did not learn that this had occurred until the second day of the "estimated" delivery--4 days later. For clarity, the car was picked up 3/18 and was estimated to be delivered 3/20 or 3/21. Carrier refused to answer any texts/calls and did not indicate he had had a problem. Montway indicated that they had already done their job (as a broker) and it wasn't their problem anymore. Eventually a nice person at Montway helped me track down the dispatch company, US Road. They said the truck would be back on the road that day. I could get no update about where my car was, when it would be delivered, nor could I even determine if someone has been driving it around or has stolen it! Long story longer, the truck finally got back on the road only to break down again. Eventually a second truck retrieved the cars on the first truck and made the trip. At this point, my son had spent lots of money on Uber and also had had to go out of town so he wasn't available for the pickup and had to get a friend to do it. When his friend retrieved the car, it was dirty INSIDE--as in someone had been driving it and/or someone had left the window cracked and salt or bird shit had gotten INSIDE the car he had just purchased (and which had just been detailed)!. I have pictures of this from immediately at pickup. This transport was originally supposed to cost $1660. After much pressure, USRoad agreed to discount their part $100. Montway agreed to discount their portion $100. So we got a $200 break--or 12% discount--when the car was delivered a WEEK late and inexplicably had filth inside of it? According to Montway and US ROADS, no one is responsible for this--not the delay or the filth. Apparently cars going on transport are not covered inside (even though the carrier obviously has access to the inside) and no one guarantees delivery times so they absolutely do not give one shit if they are late. They also feel it unnecessary to keep you updated. So for a week, I was concerned the car had been stolen. They don't care. Don't give your money to a broker because you have zero recourse. Drive your car yourself or find a carrier to go to directly.
Shipment Details
Origin:
Media, Pennsylvania 19063
Pickup:
On Time
Destination:
Utah
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1375425
Quote or Order Cost:
$1660

Car Condition
  • Vehicle was dirty
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 4/4/2022 7:25:00 PM
Hello Holly, I am sorry to learn that the shipping experience has not met your expectations. Not everyone ships a vehicle every day. As the leading auto transport company in the country, Montway operates with 100% transparency in the services that we provide. Montway's services are to broker your shipment to a carrier. The carrier in this transaction was US Road. Us Road then assigned the shipment to their driver accordingly. The carrier handles moving your vehicle from point A to B. Truck drivers do their best to provide timely shipping despite the many factors against them. Due to regulations and various on-the-road factors, neither Montway nor the carrier would be able to guarantee shipping or delivery times. USDOT regulates what is to be inspected during transport. At the time of pickup, you are provided a Bill of Lading which details the inspection of your vehicle. Per regulation, only the exterior of the vehicle is inspected during transport. More information on the Bill of Lading and shipping can be found at https://www.fmcsa.dot.gov/. Despite these factors, I believe that communication is an essential factor. I agree that the carrier did not provide the communication expected of them. I have escalated this to our compliance team for further audit. And will evaluate our continued business relationship with the carrier. Our claims team has requested additional information and pictures of the vehicle condition and Bill of Lading. As we are here to provide additional assistance and guidance. Please reply to our email or email us directly at claims@montway.com with the requested information. ^RK