Company Response Review Report Review
Do not rely on Montway!

Lisa Woodside Submitted this review about Montway Auto Transport
Review made Live: 9/12/2016 2:32:00 PM
We have moved many times and have never had any issues transporting our car until we chose Montway based on Yelp reviews. When I hired them, I explained that we were loading a 26 foot U-Haul that Monday and wouldn't leave until Monday night, August 29th. They gave me an expected transport time of 5 to 7 days which gave us plenty of time to drive the U-haul across the country from Scottsdale AZ and pick up our 350Z in Greenville, SC.

The Monday morning of the move, the driver called at 7 am while we were at our storage facility moving telling me he would be there in 45 minutes to pick up the Z. What we didn't know is that Montway had agreed to a two day delivery without ever checking with us to see if we could load a 26 foot truck on Monday and be to Greenville, SC by Wednesday. We are 61 and 62 and I recently had a stroke, which is why we were downsizing and moving.

Montway callede me later that morning at 8:50 am to let me know we needed to pick up our car in Greenville on the 31st, but we were in the middle of moving, consigning and donating everything so were not checking emails. Notifying us of a 2 day delivery after the driver was on his way when they had estimated 5 to 7 days and knew we were moving ourselves across the country is unacceptable.

When we finally saw their emails, the delivery time had been pushed back until August 1st, which was the next day - but we were still in Oklahoma. I called in a panic asking how they could have gone from a 5 to 7 day estimate to 3 days when they knew we were moving the first day without checking with me first. All I got in response was CYA that they had emailed me to let me know. I finally talked to a second person who was more helpful. He got the driver to agree to allow us to at least pick it up in the afternoon.

We had to drive that 26 foot truck 14 hours that day and leave very early on the 1st to make it on the 1st only to find it dented with a trim piece hanging off. All the driver could say is that there is no way he could have caused the damage. Montway notified Wright & Doan of our claim. As of today, August 12, we have had no response from them and Montway is telling me they have 90 days to respond. Montway has only notified them. I expected them to go to bat for us since they are the ones who hired Wright & Doan. What a nightmare!
Shipment Details
Origin State:
Arizona
Pickup:
On Time
Destination State:
South Carolina
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
327743
Quote or Order Cost:
$740

Car Condition
  • Vehicle was damaged
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 9/14/2016 2:16:00 PM
ALL dates in the transport industry are estimated. We go above and beyond in being fully transparent with this fact, to ensure that customers are fully aware and can prepare for any adjustments that may be out of the transporting driver's control. We estimate pickup within 1 to 5 business days of the date the vehicle is first made available. In this case, the vehicle was ready for pickup on 8/29. We quickly dispatched and the vehicle was in fact picked up on 8/29. An 800 mile transport generally takes approximately 3 to 5 days for delivery, depending upon the route. In this case delivery was made in just 2 days. Any changes in pick up or delivery dates, calls and emails immediately go out to provide real-time status updates. Damages are uncommon and we are sorry to learn this was your experience. We have an in-house Claims department that provides assistance. Detailed steps and documentation for filing a formal insurance claim were provided in addition to offering mediation services. We are ready to go to bat for you, however the needed documentation to do so has never been provided.