Review Report Review
Solid Customer Service, Unreliable Driver

S Lin Submitted this review about Montway Auto Transport
Review made Live: 7/22/2011 3:45:00 PM
I went through Montway because of the many excellent reviews I'd seen elsewhere. My experience with Montway customer service was positive; my overall experience with the timeliness and trustworthiness of the car shippers was much more negative.

While I was grateful for email confirmations when my shipping reservation was made and my car had been picked up, once the car was in transport, communication died. I had to call Montway several times as I couldn't get through to the dispatcher whose number they had provided me with. I called the dispatcher on at least 3 separate occasions and no one ever answered.

Montway was able to contact the dispatcher and get me answers within a few seconds 4 out of 5 times I called. However, the actual car shippers they were dealing with were a bit unreliable. I was told I'd have my car Wednesday, then Thursday. One Thursday, I was told the truck was stuck on a hill in San Francisco and they'd have to deliver my car on Friday. Then they called after 9pm Thursday night to say they could deliver the car AND that no money order would be accepted - CASH ONLY. I was very skeptical that they were able to suddenly change the terms of the contract, but they said they wouldn't return the car otherwise. We set up a delivery time of 10am on Friday, upon which I would turn over the remaining balance ($980).

Friday morning, I called Montway to ask about whether it was legal or standard practice to suddenly say I could only pay by cash. They called the dispatcher, then let me know money order was still fine. I then called the driver, who seemed unhappy that I told him I would pay by money order, but didn't argue. He arrived promptly at 10am as scheduled.

I would say the service I received from Montway themselves was good; however, I'd hesitate to go through them again or recommend them to others because I'm not sure how trustworthy their partners are. I know my rating indicates I lean slightly toward using them again, but this is only because there's no middle ground and because my interactions specifically with Montway were good.
Shipment Details
Origin State:
Pennsylvania
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
10742
Quote or Order Cost:
$1130