Company Response Review Report Review
Montway Should Be Ashamed Of How They Do Business

William Submitted this review about Montway Auto Transport
Review made Live: 2/15/2021 3:32:00 PM
If you are planning on shipping your vehicles with Montway DO NOT DO IT. I have shipped three vessels through Montway, two cars and a Harley Davidson Triglide trike. Shipping the cars was fairly uneventful other then the fact that the communications were subpar. It was very difficult to get any updates as to when my vehicles would arrive. When they finally did, the driver called me when he was 5 minutes away, not the 24-hour advance call or the 1 hour en route call as promised. Subsequently, the transport driver had to wait an hour for me to arrive and never provided me with a Bill of Lading like they are supposed to. Regarding the shipment of the Harley trike it was absolutely horrible, and I would give Montway no stars if it was possible. First, a Montway broker provides me a quote which I pay in full and began the contract. The following day, a different broker calls me to say the quoted price was wrong and they need to charge me an additional $200 even after I already paid the initial fee. He was rude and would not honor the initial fee. I should've gone with my gut and cancelled then. The process for the transport company they assigned to pick up the trike and ship it was ridiculous. There was no communication and it took days to pick it up. When it was finally picked up, the transport driver had no idea how to operate the trike. I was out of state and unable to help with the pickup but from family that was there it was very careless and unprofessional. Additionally, the trike took 3 weeks to be transported from IL to CA when I was promised it'd take only 2 weeks. When I finally received an email, the trike would be delivered I had to contact the dispatch center myself as they never called to advise of a delivery window (learned the first time). The following day, the transport driver called me and was furious that the trike was not at the pickup location and that I owed him $50 for wasting his time. I called Montway to relay this information to them and they told me the trike would now be in CA in a few days. I also advise them I did not want that same driver delivering the trike as he was rude, unprofessional, and tried to charge me extra money. The Montway Dispatcher understood and said he would not be the one delivering the trike. When the trike finally showed up a week later, the driver I did not want to deliver my trike was the one driving it up the driveway! I was furious. Although the driver was professional during this contact it’s the principal that matters. Lastly, as I'm looking over the trike while the driver was unloading it there was significant damage to the Harley that was not there prior to the transport. Somehow the trike sustained a large dent and chip to the front fender, damage to the windscreen, paint damage to the rear fenders, damage to the exhaust pipes, and a completely dead battery (they took possession of it running and documented so). This is a $25k Harley Triglide which now has thousands of dollars in damages. Any damage is absolutely unacceptable and pathetic. I trusted Montway with this transport and they failed miserably. I have pictures just prior to transport that show none of that damage was there. I called Montway right away and they apologized for the damage and advised me a claim rep would be contacting me. Now I have to go through all the hassle of correcting their wrong on my time. I asked to speak with a supervisor, and they said one would call me. I ended up calling Montway three times over the next two days to speak to a supervisor and never got through to one nor did one ever contact me. This is pathetic, unprofessional, and spineless as it is evident they were only trying to avoid conflict. I guarantee they will respond to this negative review as I will be leaving it anywhere possible including Google and the BBB. They got their payment and that's all that mattered to them. Montway should be ashamed of how they conduct business and embarrassed by their practices. If they cared more about their customers then they should show such, take care of their wrongdoings quickly, and not utilize the lowest bidder in future transports. Montway, you disappointed me, and I regret contracting through you. I recommend no one use your services again.
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Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 3/3/2021 9:15:00 PM
Hello, we're sorry to hear of the issues reported. Montway prides itself on providing professional auto transport brokerage services. It seems that the central issues described here were with the carrier companies that facilitated the transport itself. This has been escalated to our compliance team for review. Communication is essential to all services and we apologize that this was not properly provided to you. Damage is never something anyone wants to occur during transport, but it does happen. What's important is that the proper steps are followed to resolve quickly. If you have any questions regarding this please ask your claims representative. A manager has reached out to provide further communications and assistance. If you have any additional feedback or questions please contact us at feedback@montway.com. We apologize again for the inconvenience.