Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this company on Tuesday, April 15th, attempting to secure a company to ship my car from *******, **, to ********, **. The person who answered was ****** *******, ************. I spent almost 30 minutes after him telling me he needs to find a company to transport her car and did not know when that would happen, but would charge my card in the meantime, he kept trying to convince me to use the service and after stating multiple times, I do not authorized you to charge my card" he did just that today, April 18th, in the amount of $1,189.00. Sending my account into overdraft and then lied to me, saying I told him to run it. I stated numerous times, "If after I shop around and decide to use your company, I am not comfortable with you charging my card until you pick up the car or at delivery."They are deceptive and steal from potential customers. His commission was more important than being honest.I want my money back, and I want an apology for putting me in this position.

  

  Business Response

  Date: 04/22/2025

  Thank you for taking the time to share your feedback. I sincerely apologize for the challenges you experienced during the booking processthis falls short of the five-star service we pride ourselves on at Montway Auto Transport.
  
  I have personally reviewed the recorded calls with our booking agent and escalated the matter to our Sales Operations Manager for a comprehensive investigation. Rest assured, I will oversee this review to identify any process improvements and ensure our team delivers a seamless experience moving forward. In addition, I can confirm that the initial charge was voided, so you were not billed for the service. If you have incurred any overdraft fees as a result, please send the details to *********************************** at your earliest convenience, and I will address them directly.
  
  We value your business and are committed to earning your confidence. Should you have any further comments or concerns, please dont hesitate to reach out.
  
  Sincerely,
  ******* *.
  Feedback & *******************start="1069" data-end="1072"> Montway Auto Transport

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to have a truck transported to my grandson in **. They picked it up on the 24th of March. When we checked it hasnt left ********. When we contacted them we were told the driver had an illness. However, when he picked up the truck he told my son he was waiting for another car. Thats the same thing he told my grandson. We contacted the people we contracted with and they give us the run around. We have not been able to talk to anyone.

  

  Business Response

  Date: 03/31/2025

  Thank you for reaching out regarding your shipment. We understand how important it is for your grandson to receive the truck in a timely manner, and we sincerely regret any frustration caused by the delay.
  
  Please note that, as stated in our contract, all pickup and delivery dates for standard shipments are estimates and cannot be guaranteed. While we strive to meet the estimated timelines, unforeseen circumstances, such as carrier availability and scheduling adjustments, can sometimes cause delays.
  
  We understand that our team has provided updates regarding the carriers situation, and we will continue to monitor your shipment closely. If you need further assistance, please dont hesitate to contact our customer service team directlywe are here to help.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had flight reservations from *************** ******* to *********************************** for March 19, 2025, and had a busy schedule upon our return to ****** that limited when we could pick up our car. As a result, it was very important to us that whatever car transport service we contracted with would honor their pickup and delivery representations that they made in the sales process. We were very clear with Montway Auto Transport Company about these expectations and even agreed to pay extra for a guaranteed pickup date to ensure that our needs were met. Not only did Montway not pick up the car, and transport it, on the guaranteed pickup date, but when they picked it up the next day, they put it into local storage indefinitely as they did not have a firm commitment from a trucker to transport the car to ******. After the car was left in storage for several days, we decided to fly back to *********************** and drive the car back ourselvesas that was the only way we were able to ensure the car would make it to ****** when we needed it to. 

  

  Business Response

  Date: 03/31/2025

  Thank you for sharing your concerns regarding your recent experience with our service. We understand how critical timely pickup and delivery were for your plans, especially given your travel arrangements.
  
  We acknowledge that our carrier did not meet the guaranteed pickup date as originally scheduled. Please know that we take such matters seriously, and we did process compensation for the inconvenience caused. Additionally, we would like to clarify that, as stated in your contract, while we strive to provide reliable service, the delivery date is estimated only and not guaranteed for any reason.
  
  We appreciate your feedback as it helps us improve our service delivery and communication. Should you have any further questions or require additional details about your shipment or compensation, please feel free to reach out to our customer service team.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23120785
  
  I am rejecting this response because: I do not agree with this response and would like to reopen the complaint. I understand that the delivery date was not guaranteed but the pickup date was guaranteed and that did not occur on the date that was contracted.  They provided a refund but that was not what we wanted.  We wanted our car to be picked up on the guaranteed pickup date.  They charged us $616 for their failure to comply with our contract.  We waited four days for them to find a trucker to send us our car and we were only told that they might be able to send our car one week after our guaranteed pickup date. Their website said that they would be able to send us our car within 3-5 days after the guaranteed pickup date.  That did not happen! This was a breach of contract.  Please refer to our attachment.
  Thank you for reopening this complaint.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/10/2025

  Thank you for taking the time to share your feedback. We acknowledge your comments regarding the compensation for the variance between our standard and guaranteed pickup date services. As outlined in your contract, the difference in service and related process has been accounted for.
  
  Additionally, please note that, as stated in the contract, your vehicle may be routed through terminal facilities en route to its final destination. This is a standard aspect of logistics operations, as transport trucks continuously progress along their routes and must sometimes await available space before proceeding. All pertinent details are provided on our website and within our booking confirmation communications, which you acknowledged at the time of booking. While we regret that the transit duration did not meet your expectations, we have operated in complete compliance with the agreed contractual terms. As your cancellation was initiated after a carrier had been assigned and your vehicle was already in transit, cancellation and storage fees applied.
  
  At this time, we consider this transaction complete. Should you have any further questions or require additional clarification, please feel free to contact us.
  
  Thank you for your understanding.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23120785
  
  I am rejecting this response because the contract was for a guaranteed pickup date and that did not occur.  In addition they charged us for storage and when we picked up the car we saved them storage fees since they did not have a trucker for us and they would have incurred additional storage fees.  Also the storage facility that they had our car was in a person's driveway which was not a secured location.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Montway Auto Transport order number (*******) has been practicing unfair business act. March 3 2025 I reached out to Montway Auto Transport and spoke with ****. I stated I have two cars I plan to transport at the time (2021 ************* S-Class 2021 *** M850i) but ended up just wanting to transport a 2021 *** M850i. March 12 2025 I received a message from my a charge from my bank **************** card ending 1378 for a transaction amount $479.00 USD MONTWAY AUTO TRANSPORT in ************************ on date 03/12/2025 10:49 AM US/Pacific was declined. Reason being I keep my card locked. I spoke with **** and stated my card was locked but they never called me back to follow a date we would be transporting the car at the time. I mentioned to **** I would be moving 3/28/2025. What would be the estimated day the car would arrive. **** was unable to provide a date or time the vehicle would arrive. I stated I would contact them to see if my new leasing property would be available to take my keys. Since they undetermined the exact ETA the vehicle would arrive. I have been trying to get in contact with this company since Saturday 3/22/2025 and I have not been getting a response back. Very unfortunate this company would treat a previous customer that has done business with them in the past this way. I would like to be contacted by my dispatcher and provided with professional service as they stated they practice. We didn't even have a scheduled date. I don't understand why my card was ran in the first place. They reason I keep my card locked.

  

  Business Response

  Date: 03/31/2025

  Thank you for reaching out regarding your shipment. We appreciate the opportunity to address your concerns.
  
  We would like to confirm that your vehicle has been picked up and is now in transit. Please note that our service agreement provides estimated dates for standard shipments only, and we do not guarantee specific arrival dates. This policy is clearly indicated in your contract. The nature of our business and the logistics involved mean that delivery timelines can vary, and we strive to provide the most accurate estimates possible under the circumstances.
  
  We apologize for any confusion or inconvenience regarding the estimated dates. Should you have any further questions or require additional information, please feel free to contact your dispatcher directly or our customer service team.
  
  Thank you for your understanding.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Montway to transport a vehicle for me a few weeks ago. I was given an estimated time frame and as per typical, they also notified me of the subcontractor theyd assigned the work to. From that point forward, Montway provided me erroneous contact information on the transporters, their website wasnt accurate on the whereabouts of my vehicle, I struggled to get actual people to respond, and delays were experienced on both pick up and delivery. The delivery was confirmed by the dispatcher to take place on Wednesday to which I took off from work. I never heard from them again. After attempting to reach Montway, I was given the incorrect contact information again. Website still showed the confirmed delivery. It wasnt until the following morning that I began getting alerted from both companies of their delay and new delivery which caused a second day of work loss. I requested a partial refund of Montways deposit, as I paid them directly 275ish and the driver in cash 1500. Montway claimed no fault and has refused all attempts to settle in ******* for the issues caused.

  

  Business Response

  Date: 03/24/2025

  Thank you for taking the time to share your experience. We sincerely regret the frustration and inconvenience caused by the delays and communication issues during your vehicle transport.
  
  As noted in our contract, all pickup and delivery dates are estimated due to the many variables in auto transport, such as weather, traffic, and carrier schedules. While we strive to provide the most accurate and up-to-date information, unforeseen delays can sometimes occur. We apologize for any miscommunication regarding carrier contact details and tracking updates, and we appreciate your feedback as we continuously work to improve our processes.
  
  Regarding your request for compensation, we regret that we are unable to offer refunds, as our role is to coordinate transportation with independent carriers, and all payments made directly to the carrier are separate from Montway's service fee.
  
  Your experience is important to us, and we would love the opportunity to address any remaining concerns. Please feel free to reach out to our customer service team, and we will do our best to assist you.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23083433
  
  I am rejecting this response because:

  I paid the 3rd party transporters fee in cash upon delivery, (*******) as I understood and agreed they had completed their end of the transaction. I asked Montway to refund me the portion paid to Montway (approximately 280$) because they, at no point in time, facilitated accurate information about the 3rd party, werent available to help me locate my vehicle while in their care, failed to notify me of the cancelled or delayed appointment which had been confirmed, and never returned my communication attempts until after I had been contacted by the 3rd party. As a reasonable and responsible person, Im asking Montway to refund their portion of the total amount, since they werent involved in the transaction. 
  

  Additionally, Montway has reached out through **** and ****** Reviews to challenge my review and ask for more information. I have provided everything they asked for, and theyve not responded to that either.  They are missing in the business and service they claim to provide. 

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/31/2025

  Thank you for your detailed correspondence regarding your recent experience. We appreciate the opportunity to address your concerns and understand your frustration regarding the transaction.
  
  After thoroughly reviewing your account and our previous communications, we must respectfully deny your request for compensation. As stated in our earlier response, the issues you raised have been addressed, and our position remains consistent with our service agreements. Our terms and conditions (***********************************************************) clearly outline the roles and responsibilities of all parties involved in the transaction, including provisions regarding third-party carriers and the associated fees. Unfortunately, these guidelines do not provide for a refund in this circumstance.
  
  We also want to clarify that our attempts to reach out through **** and ****** Reviews were intended solely to obtain additional details that might help us further understand your experience. We remain committed to transparent and open communication, and our previous responses reflect the outcomes as dictated by our policies.
  
  We value your business and regret any inconvenience this situation may have caused. Should you have any further questions or require additional clarification regarding our terms and conditions, please feel free to contact our customer service team.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23083433
  
  I am rejecting this response because: They added nothing of value. *****. Once when I paid them and now again. At least theyre consistent. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car had 200 plus extra miles on it from when it was picked up. Also had mud inside car, and some sunglasses left inside that arent mine. Someone obviously drove the car during transport. When I submitted and inquired they required I prove it with before and after photos of the odometer and other documentation. No way of proving I didnt drive 200 miles on my end after it was dropped off. Very suspicious company.

  

  Business Response

  Date: 03/24/2025

  We understand your concerns and appreciate you reaching out. Please know that documentation, including before and after photos of the odometer, is required by industry regulations set by the ***** and *****, not just Montway's policies. These guidelines help ensure transparency and provide a fair way to investigate claims.
  
  We take reports like yours seriously and expect all carriers to follow proper transport procedures. If you have any additional details or concerns, wed be happy to review them further. Please reach out to our claims team for further assistance.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Montway Auto Transport sub-contracts the actual transport of your vehicle. The people they use will not come to upload your car at your residence. They refused also to download our car at my residence. There was absolutely NO reason they could not except that they require a huge lot to load or unload. Big trailers transporting vehicles have come down the road to my house many times, and large trailers of heavy equipment are also transported down this road. The only answer is they are inexperienced drivers. They also spoke such poor English I could not understand most of what they said. I don't understand the A+ rating they have. I found multiple complaints about them online, and they all have the same theme...forcing clients to bring the vehicle to them and then forcing them to pick the vehicle up at their choice of locations, and at their choice of time.

  

  Business Response

  Date: 03/07/2025

  Thank you for sharing your feedback. After reviewing the order number provided, it appears that you are not the listed customer for this order, as the details do not match our records. However, Id be happy to clarify the services Montway provides.
  
  As an auto transport broker, Montway facilitates vehicle shipments by working with a network of carriers across the country. When a customer books an order, we provide comprehensive details about our services, including our door-to-door shipping policy, which is outlined on our website at ******************************************************************************* and in our terms and conditions at ***********************************************************. This information is also included in the booking confirmation emails.
  
  If there are ever any questions or concerns, our team is always happy to assist. Transparency is important to us, and we make every effort to ensure customers have clear expectations regarding our services. If you need further clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23008432
  
  I am rejecting this response because: I was the recipient of the car. I was not told in ADVANCE that the car would not be delivered to me, and that I would have to travel to a location of THEIR choice to get the car. The same thing happened to my niece, who sent the car. She had to travel to a location of  THEIR  choice to give them the car. In her case it was uploaded on the strip between two lanes of traffic. with cars passing in both directions while they were uploading. We were not informed of this before signing the contract.  In addition the driver spoke very poor english, and I never really understood anything he said. I got nothing in the way of a receipt from him for the payment I handed him. If we had been told in advance of their procedure, we would have definitely not signed that contract.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/14/2025

  We apologize for any confusion or inconvenience you experienced. Please note that all relevant shipping information is provided well in advance of booking and is readily available on our website at ******************************************************************************* and within our terms and conditions at *********************************************************** as just a couple of examples. We include this documentation in every email correspondence to ensure our customers have continuous access to the details. We encourage our customers to review these materials and prepare all necessary contacts ahead of time, and our team remains available to answer any additional questions.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23008432
  
  I am rejecting this response because:YOU ADVERTISED DOOR TO DOOR, yet we had to go where you directed to ship the car, and where you directed to get the car....no if,ands or buts. Why didn't the driver give me a receipt? Why didn't he speak english? I could not understand anything he said. My Uber driver got the keys for me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Montway Auto I booked auto transport services with Montway Auto Shipping and was given a delivery window of February *****. I made it explicitly clear when booking that I would only be at the pickup location until February 28. Despite this, Montway has now informed me that my car will not be delivered until March 3-4, well beyond the agreed-upon timeframe.This delay has significantly disrupted my plans, as I need my vehicle to relocate to ********, ******, for a new job starting on March 3. I planned accordingly based on Montways original estimate, only to find out last minute that they cannot meet their own promised delivery window.Additionally, increasing my total cost while failing to provide the service as agreed. When I contacted customer support, I was given generic excuses about delays without any concrete resolution. They made no effort to expedite the delivery or offer compensation for the inconvenience caused.Montway advertises reliable delivery estimates, but in reality, they fail to meet their own commitments, leaving customers stranded. Their lack of accountability and poor communication has caused me undue stress and financial burden.I am requesting:1.Expedited delivery of my vehicle to the closest possible date from the original promise.2.Compensation for the inconvenience and additional costs incurred due to their failure to deliver as scheduled.Montways failure to deliver on time, lack of transparency about potential delays, and unexpected price increases make them an untrustworthy company. I am filing this complaint to warn other customers and hold ********************** accountable for their poor service and deceptive pricing practices.Desired Outcome: Expedited delivery, compensation, and a commitment to improve their service transparency.

  

  Business Response

  Date: 03/07/2025

  Thank you for sharing your feedback. As an auto transport broker, Montway facilitates the shipment of vehicles by contracting with carriers across the country. The auto transport industry is highly complex, with many variables that can impact transit times.
  
  Transparency is a core value for us, especially since most customers are shipping a vehicle for the first time. To ensure clarity, we provide upfront information regarding delivery timelines. All delivery dates are estimates and cannot be guaranteed, as unforeseen factors on the road may cause delays. This information is clearly stated in your booking confirmation email and is also available on our website at **************************************.

  We can confirm the vehicle was delivered on 3/3. If you have any additional questions please reach out to our support. Thank you.

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with Montway to ship my vehicle from CA to HI. They told me I could drop off any day between 2/10/25 and 2/18/25, besides weekend days. On 2/12/25, I called Montway to "double check" they were open on Monday 2/17, knowing that it was President's Day. They confirmed that YES they will be open all day! So, my plans were set and good to go, until Friday 2/14 (my bday as well) when they emailed me mid-afternoon stating that they "just found out they would be closed on Monday". This ruined all of my drop off arrangements, a booked flight on Monday, etc etc. They re-booked me (after literally hours and hour of phone calls over 3 days) with Pasha for Monday in-take, but then after being told yes, I was denied at Pasha 2/17. Then, on 2/18 there was a chance for a "driver" to take my car to the Montway/****** port and I would have been able to make my originally planned sail the week of 2/18. BUT, they just never returned my call, probably knowing that they could try and charge me enormous rescheduling fees after the fact? Then, on 2/19 I decided to cancel my order rather than paying over $3000 more to just reschedule- ****** the manager at Montway said I would not be charged a fee to do so since the car never got in-taked at the port. I was then only refunded $1049 which is just not acceptable. I am demanding the full refund of $1549 immediately. I have already reached out to my bank and have all of the written documents handy if they are needed.

  

  Business Response

  Date: 02/26/2025

  We sincerely apologize for the inconvenience and delay in our response. After discussing the matter with the port, we have reached an agreement to issue a full refund. A representative should have already reached out to you regarding this, but if not, you should receive a refund confirmation soon if you havent already. Please dont hesitate to reach out if you have any further questions or concerns.
  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22963373
  
  I am rejecting this response because:
  Hello, I am just responding to the last message I received from Montway. They stated they were going to issue me a full refund. I see they refunded a partial amount, but Im still waiting for the additional about $300 from them. Please have them send over a confirmation that the full amount paid has in fact been processed and refunded to the card I used.
  
  Thank you,
  ******** *****
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 03/07/2025

  Hello, a confirmation email has already been sent for this refund.I recommend checking your spam, as well as all mail folders. If you still don't see the email, you may already see the refund issued on your bank statement. As it does take a few days.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint and request a full refund for my shipment order with Montway LLC. I initially agreed to use the company for the quoted amount of $1369. However, when I received a call on February 6, 2025, requesting additional money, I instructed them to cancel the shipping order before the carrier (transporter) was assigned (dispatched) on February 10, 2025. Therefore, the $249.00 cancellation fee should not have been assessed, as the services have not been rendered.I understand that their cancellation policy states that a cancellation fee is applicable if the order is canceled after a carrier accepts the order. However, I canceled my request before the carrier was dispatched, and thus, I believe the cancellation fee is unjustified.If I do not receive a full refund, I will dispute the charge with my bank and post reviews on various platforms, including ****** and others. Additionally, I will notify consumer protection agencies and contact my congressman and all relevant complaint departments.I expect a prompt resolution to this matter and a full refund of the $249.00 cancellation fee. Your cooperation in this matter is appreciated.Thank you for your attention to this issue.Sincerely,

  

  Business Response

  Date: 02/18/2025

  We appreciate your message and understand your concerns. As a brokerage, Montways role is to connect customers with carriers that can ********************** their vehicles. We work with a wide network of carriers, each with varying pricing and equipment, and we present options for your consideration. The decision to accept or decline these options is entirely yours.
  
  In this case, we provided an option that you declined but did not cancel your order at that time. We advised that we would continue searching for a carrier at the agreed-upon price, which you accepted. A snippet from our call confirms this agreement which I attached to this reply.
  
  Additionally, our records indicate that you were working with multiple companies to arrange transport. This may have caused confusion regarding which company you had canceled with. However, we did not receive a cancellation request from you until after dispatch on the 10th. As a result, the cancellation fee is justified, as it covers administrative costs, including the effort to secure a carrier through our network.
  
  At this time, we are unable to offer a refund for the cancellation fee. However, if you have any further questions, we are happy to assist you.
  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22935916
  
  I am rejecting this response because: Dear BBB Representative,
  
  I am writing to respond to the dispute against Montway LLCs incorrect claim regarding my cancellation and to once again request a full refund of the unjustified $249.00 cancellation fee.
  
  Montway states that I did not cancel my service before going with a different provider. This is false. On February 6, 2025, I canceled my order over the phone after Montway attempted to increase the originally agreed-upon price of $1,369. I declined their request for additional payment and chose not to proceed with their service. At that point, no carrier had been assigned to my order.
  
  However, Montway appears to have deliberately dispatched a carrier only after they saw that another service provider had already assigned a driver to my shipment. Since all auto transport companies use the same marketplace booking system, Montway knew I already had a driver. Rather than honor my cancellation, they knowingly dispatched a carrier anywaysolely to justify charging me a cancellation fee after they lost my business. This is a deceptive and unethical practice.
  
  Why would I have chosen another provider when Montways original price was lower than what I ultimately paid? The answer is simple: Montway did not honor the price they advertised. They called me asking for more money, I refused, and I canceled. Their later attempt to charge me a feedespite my clear and timely cancellationis nothing more than a bad-faith effort to extract money from consumers who have already provided their credit card information.
  
  Mntway should be ashamed of engaging in such predatory business practices. I urge the BBB to consider the implications of allowing a company to exploit consumers in this way. If this matter is not resolved with a full refund, I will dispute the charge with my bank, post reviews detailing Montways tactics, and escalate this issue to other consumer protection agencies, my congressman, and other relevant authorities.
  
  I expect a fair and prompt resolution. Thank you for your time and attention.
  
  Sincerely,
  
  ******** *******
  

  
  

  
  
  

  

  Business Response

  Date: 03/07/2025

  Hello, I checked all our records, including all phone calls. Unfortunately, you did not cancel with Montway before a carrier was assigned. In my previous reply, I attached a snippet of our phone call with you confirming that we would continue to work on the order. You verbally acknowledged that we would continue working on the order. Thus, a carrier was dispatched afterward. We consider this case closed at this time as our services have been provided per contract.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22935916
  
  I am rejecting this response because Montway is conveniently only providing records taken before the cancellation despite the fact that there was another call initiated by me to cancel the service before the company dispatched a driver. Its clear that the records youve chosen to share do not account for the full context of this dispute.  Additionally, I find it relevant to note that the Better Business Bureau overseeing this matter is located in the same state as Montways headquarters.
  
  Rest assured, I will not end my complaints here. I will continue to pursue this matter through all appropriate channels.
  
  Sincerely,
  
  ******** *******