ComplaintsforMontway Auto Transport

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Montway advertises that you can keep a suitcase up to 100 lbs in your car during transport. This was part of my moving plans and changes how I pack items and what I have to tell movers. This claim is listed on their website. After signing a contract they then tell you that the vehicle actually has to be cleared of all personal items. Ideally they should make good on their promise but it also should absolutely be removed from their website. Additionally they are challenging to get ahold of and are not as flexible on dates as they advertise.

  

  Business response

  07/16/2024

  I wanted to provide clarity on how we handle personal items and the distinctions between our retail and relocation departments:

  
  Moving and Relocation Department:
  Our moving and relocation department works with a carefully vetted network of B2B carriers. These carriers uphold rigorous standards tailored for our esteemed business clients, ensuring timely loading and delivery within confirmed windows. To facilitate efficient service, we often utilize local terminals for vehicle transfers. It's important to note that many of our B2B-approved carriers have insurance policies that restrict the transport of personal items.
  

  Retail Department:
  Conversely, our retail department collaborates with carriers nationwide, offering flexibility for personal items. Retail shipments are typically managed by a single carrier, although specific loading and delivery dates may vary. While there are further distinctions between our retail and B2B services, these details are not prominently featured on our website, which primarily serves retail customers. B2B services are exclusive to our corporate clients.

  
  Your referral by our esteemed long-term business partner prompted us to process your order through our B2B channels. I apologize for any confusion this may have caused. If you believe our retail service better suits your requirements, we are happy to transfer your order accordingly. Please reach out to your rep for additional assistance.

  Customer response

  07/16/2024

   
  Complaint: 21977055
  
  I am rejecting this response because: this was not discussed with me until after completion of paperwork for the move. This should be explained on the website. It is not found in multiple pages. You should not advertise the ability to carry personal items on your website if it is not possible for all but the least convenient and longest delivery (9 day window of pickup.) 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company: A G ****************** Driver: ***************** And reporting the above entities because of the quality of their Service. I have been waiting for eight days For my car to be delivered, I do understand that the driver had some issues. However, the communication between the staff has been horrible Nobody has given me an answer and it does not give this person (the driver) the right to lie about the delivery of my vehicle after speaking and agreeing that he was going to drop it off on Tuesday 9th at 2:40 in the morning and he has not arrived to the destination yet and he didnt respond to any of my calls or messages. I tried to speak with one of the Montway representative and he didnt resolve or gave me a valid answer either nor did they call me back with any updates on regards to my vehicle.

  

  Business response

  07/12/2024

  Thank you for your feedback. We apologize for any confusion or inconvenience caused. Upon reviewing the order, we can confirm that the delivery was completed on 7/9, which was within 8 days from the pickup date. Generally, for routes like this, we estimate around 7 days for transportation, although actual times can vary due to factors such as traffic and weather conditions. It's important to note that shipment times are always estimates, and unfortunately, we cannot guarantee specific delivery dates for any reason. For comprehensive information on shipment times, please refer to your contract. Should you have any further questions, please don't hesitate to reach out to us.

  Customer response

  07/15/2024

   
  Complaint: 21960657
  
  I am rejecting this response because:
  Even though my contract doesnt specify time, the company gave me an estimated delivery date; besides giving me an estimated delivery date the driver never showed up, nor apologized, never answered any of my calls or call to say why he wasnt delivering my car I had to contact customer service to reach the driver so I can get an explanation. The next day it was expected to be dropped off from 1-4pm the driver ended up delivering my vehicle around 9:30pm-10pm with an attitude like it I own him an apology for having him delivering my car 3 days later. 
  Sincerely,
  
  ***********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired them to transport a car from ** to **. They scheduled the pick up for yesterday. No one showed up and no one called. I waited all day. When I asked to cancel I checked my credit card status and they charged me in full (including a $100 up charge supposedly required by the carrier) on Saturday, the day BEFORE the pickup was scheduled. They additionally are keeping $249 as a cancellation fee. Horrible business practice. Horrible experience.

  

  Business response

  06/26/2024

  Hello,
  
  Thank you for taking the time to provide your feedback. We apologize for the inconvenience and frustration you experienced with your shipment. Please know that we strive to ship vehicles as quickly and safely as possible, but delays can occur for various reasons, many of which are beyond our control. This is why Montway provides only estimated dates and does not guarantee dates for standard shipments.
  
  Typically, if a customer cancels after a carrier is assigned, a cancellation fee would apply as per our contract, which you can review at (***********************************************************). However, after a detailed review of your order, we have decided to make an exception in this case. You should see a refund issued to your card within the next several business days.
  
  If you have any questions, please let us know.

  Customer response

  06/27/2024

   
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Montway has failed to deliver my vehicle in the time frame they stated, and while it was not a guarantee my car has been sitting at the port for two weeks. It was assigned a trucker, and I was told my car would be picked up between 6/18-6/20 and delivered between 6/22-6/24. I was not notified that the trucker had canceled and there still has not been one assigned. I have not been informed of these issues, and I was misinformed by the company regarding the insurance that would be provided while shipping my car. The customer service is horrific, and I feel they have misrepresented their reviews on their website.

  

  Business response

  06/26/2024

  Thank you for providing your feedback. We understand that shipping a car can be complex and appreciate your patience. We apologize for any confusion or inconvenience caused. As noted, we cannot guarantee shipment times; all dates provided are estimates and subject to change. For complete details on our services and policies, please visit our terms and conditions (***********************************************************), which also includes our insurance policies.
  
  The pickup date was delayed due to a hold at the port, necessitating a reassignment to a new carrier to accommodate the updated availability. We can confirm that the vehicle was picked up from the port on 6/25/2024. The estimated delivery window is now 6/30-7/1, and the carrier will contact you as they approach delivery. 
  
  As our services are being rendered according to the contract linked above, we are unable to offer any billing adjustments at this time.
  
  If you have any questions or need further assistance, our team is here to help. Thank you for your understanding, and please do not hesitate to contact us.

  Customer response

  06/27/2024

   
  Complaint: 21893830
  
  I am rejecting this response because: this fails to address the lack of communication from Montway. I should have been notified my car was not being transported as I was told-instead, I found out because I called the driver directly. If I am paying Montway to serve as a broker, then the keeping me informed is part of that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Regarding Delayed Car Shipment by Montway Auto Transport (Order #*******)On May 4, 2024, I placed an order with Montway Auto Transport to ship my 2017 ****** Forester from *************************************************, with the earliest pick-up date set for June 18, 2024 (Order #*******). The agent informed me that the estimated pick-up time would be within 1-5 days from the earliest pick-up date, as advertised on their website (****************************************************************************).I was charged the full amount on June 18, 2024, when Montway initially found a carrier for my vehicle. Subsequently, I was informed that this carrier was no longer available. On June 19, 2024, another carrier was assigned, and I was promised that my car would be picked up between June 22 and June 23, 2024.Today is June 23, 2024, the final day I am available for the pick-up. Upon contacting Montway, I was informed that neither the driver nor the carrier could be reached. This exceeds the promised date, and I am in urgent need to ship my car today.This delay and lack of communication are unacceptable. The initial commitment was not met, and I have been left in a highly inconvenient and stressful situation without any clear resolution.Impact:Significant disruption to my schedule and plans.Financial inconvenience due to being charged the full amount without receiving the service as promised.Resolution Requested:* Immediate confirmation and arrangement for the pick-up of my car today, June 23, 2024.* Compensation for the delay and inconvenience caused by this situation.* Assurance of improved communication and reliability in Montway's service.I request prompt attention to this matter and a swift resolution. Please address this complaint immediately and provide a satisfactory resolution.Sincerely,************** ******************* phone:**********

  

  Business response

  06/25/2024

  Thank you for reaching out to us. We apologize for any inconvenience caused by the longer-than-expected shipment time. Our team strives to dispatch vehicles promptly, though please understand that we cannot guarantee specific shipment times for standard orders. The article linked, despite being over 10 years old, emphasizes that shipment dates are estimated.
  
  For the most accurate and current shipment information, we encourage you to review your email and refer to our terms and conditions at ***********************************************************.
  
  Our dedicated support team is actively working to expedite your shipment and will contact you shortly to discuss available options. They are available 365 days a year to address any questions you may have. If you have any further feedback, please feel free to share it with us.

  Customer response

  06/26/2024

   
  Complaint: 21890140
  
  I am rejecting this response because: 
  It has now been four days since the initial delay, and there is still no indication of when my car will be shipped. I was informed that the truck had a mechanical issue and that alternative carriers were being sought. However, the lack of a clear timeline is causing significant inconvenience.
  Can you please provide a definitive answer on how many more days it will take to ship my car?
  Sincerely,
  **************
  

  

  Business response

  07/05/2024

  Thank you for reaching out to us. We apologize for any inconvenience caused by the longer-than-expected shipment time. Our team strives to dispatch vehicles promptly, though please understand that we cannot guarantee specific shipment times for standard orders. The article linked, despite being over 10 years old, emphasizes that shipment dates are estimated.
  
  For the most accurate and current shipment information, we encourage you to review your email and refer to our terms and conditions at ***********************************************************.
  
  Our dedicated support team is actively working to expedite your shipment and will contact you to discuss available options. They are available 365 days a year to address any questions you may have, we encourage you to reach out to the support communication options available on our website for more accurate and timely responses. If you have any further feedback, please feel free to share it with us.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 21, 2024, I initiated a request for car transport from *********, ** to ******, **. I was told that a driver would be located, and I would be informed once that happened. On June 3, 2024, after not hearing anything back from Montway, I called to inquire. I was told no one was being searched just yet and to give it a few days as they would start working on it. There should be a phone recording of this conversation.One June 10, 2024 (3 days before the requested date of pick up), I called again and was told no one started to find a driver and that I had options of transferring to a guaranteed department (never been told this before) or we could change date to today to start to find a driver. I was also told there was no guarantee a driver would be located. I informed the operator I would have to seek other options as we needed this car transported by the end of the week.I reach out to a few other companies on June 10, 2024 and was able to locate a driver easily. Before I could notify Montway on June 10, 2024, they found a driver and charged me $299. When I tried to explain they were very rigid about charging this price.They refunded me $50 and I would like the full amount. I think that the operators must be clear on process of locating drivers and charging practices on the phone when booking. I thought by starting on 5/21 to give them plenty of time to locate someone that was being proactive. I used Montway in the past and it was very easy. Something changed with practices, and it is not consumer friendly.

  

  Business response

  06/25/2024

  Thank you for reaching out to us. We apologize for any confusion or frustration regarding your shipping times. Our team works diligently to expedite vehicle shipments, often well in advance of the expected first available shipping date (FAD). However, please understand that we cannot guarantee shipment times for standard orders. For the most accurate and current shipment details, we recommend reviewing your email and referring to our terms and conditions at ***********************************************************. If you require a specific loading date for your vehicle, we suggest inquiring about our fixed date shipping services.
  
  Regarding your cancellation after a qualified carrier was assigned and confirmed via email, please note that a fee will be applicable as our services were rendered according to the contract. Unfortunately, we are unable to offer a refund in this instance. If you have any further questions or concerns, please do not hesitate to contact me.

  Customer response

  06/27/2024

   
  Complaint: 21877635
  
  I am rejecting this response because I called three times and all three times search had not begun.  On the day of the cancellation, I called again and was told there was no guarantee, so I sought other carriers and informed them of this. I got one that day and about the same time Montway assigned one before i could call to cancel.  This all happened around the same time.  However, note I only sought elsewhere after several weeks after making request.    If they focused on customer service and informing customers of process and assigning at time of request instead of "catching' people on the fine print that would be a better long range plan. The operators should also specify this clause and that was never done for me.  Please listen to the recordings.  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/05/2024

  Thank you for reaching out to us. We apologize for any confusion or frustration regarding your shipping times. Our team works diligently to expedite vehicle shipments, often well in advance of the expected first available shipping date (FAD). However, please understand that we cannot guarantee shipment times for standard orders. For the most accurate and current shipment details, we recommend reviewing your email and referring to our terms and conditions at ***********************************************************. If you require a specific loading date for your vehicle, we suggest inquiring about our fixed date shipping services.
  
  Regarding your cancellation after a qualified carrier was assigned and confirmed via email, please note that a fee will be applicable as our services were rendered according to the contract. Unfortunately, we are unable to offer a refund in this instance. If you have any further questions or concerns, please do not hesitate to contact me.

  Customer response

  07/09/2024

   
  Complaint: 21877635
  
  I am rejecting this response because: They could not find a transport in three weeks and when I informed them that I would seek others and got one same day- the found one the very same day and charged me an extravagant fee.  This is not acceptable business practice.  They did not provide any transportation services.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Montway Auto Transport for transporting my 2018 ****** Camry from *******, ** to ******, ** on 12/20/2023. Montway broke/assigned the deal to VIGO LLC to transport the car, and damaged my car while in their possession. I request Montway to pay for full amount of my car repair.I reached out several times to Montway and VIGO LLC with full proof, docs and pictures before and after the transport. I filed a claim against ****'s insurance company, and got denied because they used unlisted vehicle for the transport! **** has stopped replying to our emails and Montway is only willing to pay for part of the repair bill, which is far from fairness.

  

  Business response

  06/25/2024

  Thank you for reaching out, ***. We apologize for the issues you've encountered with the carrier, Vigo LLC. We've been actively engaged with both you and Vigo LLC to help resolve this matter. Please understand that Montway acts as the broker in this transaction, while Vigo LLC, as the carrier, holds responsibility for any claims, given they were in possession of the vehicle during transport.

  We've presented you with several options to move forward, taking into account that the offer may have been adjusted due to confirmed pre-existing damage. For further details, please review our terms and conditions at ***********************************************************. Should you require clarification on your available options or have any other questions, please feel free to contact us at *********************************.

  Customer response

  06/27/2024

   
  Complaint: 21873135
  
  I am rejecting this response because:
  
  This is ******* your responsibility. You are the broker and have bonded responsibilities when selecting which carrier to do the job. Your presented options do not make sense. I simply ask you to pay for the actual repair, which is clearly stated in our emails attached as proof. 

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

  

  Business response

  07/05/2024

  We apologize for the issues you've encountered with the carrier, Vigo LLC. Montway has been actively engaged with both you and Vigo LLC to help resolve this matter. Per the terms of your order that you agreed to upon booking, Montway acts as the broker in this transaction. Vigo LLC, as the carrier, holds responsibility for any claims, given they were in possession of the vehicle during transport.

  
  Montway's claims team has presented you with several options to move forward, taking into account that the offer may have been adjusted due to confirmed pre-existing damage. For further details, please review our terms and conditions at ***********************************************************. Should you require clarification on your available options or have any other questions, please feel free to contact us at *********************************.

  Customer response

  07/09/2024

   
  Complaint: 21873135
  
  I am rejecting this response because:

  This is literally repeating your last response. Montway acted as a broker and profited from this deal and by law, its bonded liable to this deal/transport. Customers like me shouldnt care and worry about who actually made the delivery, because thats your job to find reliable and insured auto transport company.

  Please note that.

  1. Im only asking for you pay for the actual damages, nothing more. This is a great offer from my side. I got two quotes for car repair in Jan 2024 and shared with you immediately. However you didnt come back to me with money proposal until May. Both quotes expired due to the long time wait. I also mentioned in email writing that both car shops need to disassemble the front right side of the car to figure out whats broken inside and you chose to turn a deaf ear to. 
  2. I completely agree that we should take existing damages to consideration, thats why I only required you to pay for the actual damages.  The front right side involving the rocker and rear right side invoking multiple scratches. These are both in written email and you agreed to. 
  

  Let me know if you need help with the proof.

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Montway to transport my classic car from ** to WA state. Montway, being a broker subcontracted with PSG, a trucking company. As it turns out, PSG contracted with a 3rd party. During transport my car was damaged in excess of $3,000 during offload. I filed a claim with Montway, (******* is my order #). As it turns out the 3rd party does not have insurance. PSG should pay the claim and Montway should facilitate that claim. Instead, Montway suggested I turn the claim over to my insurance. I have a $1,000 deductible. Since Montway contracts with PSG, and I contracted with Montway, they should act as an advocate in my claim. I have submitted pictures of the damage witnessed at time off offload and provided 2 estimates for repair.

  

  Business response

  06/19/2024

  Thank you for taking the time to contact us. We apologize for the inconvenience and can confirm that our claims department has been in contact regarding the current situation. From what I have been told, we have resolved this issue. If you have further questions, please contact us at **********************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Montway (5/7/24) to pick up a newly purchased 2001 ****** 4Runner in **** and deliver it to ********** (Order#*******). I was told it would be $1369 plus a $250 oversized fee (the 4Runner had a 3 lift and a roof rack attached) totaling $1619. However, when I received the 4Runner in ********** (5/19/24), the roof rack had been removed and it was stored on the bottom level of the trailer with the regular sized cars. I explained this to the driver and asked if he could at least reinstall the roof rack but he refused. I asked Montway if they could refund the $250 oversize charge but, as of today (6/5/24), they have not done so. Look, Im not the complaining type, if I order a steak medium rare and it comes out medium, Ill eat it. But this just feels like stealing. Thanks for listening.

  

  Business response

  06/13/2024

  Thank you for taking the time to share your feedback with us. We have thoroughly investigated the matter at hand and can affirm that a modification fee was indeed applied. This fee was necessitated by the fact that the vehicle in question deviated from its original specifications; specifically, it was lifted and equipped with a roof rack. It is important to note that relocating the roof rack to a different spot on the trailer does not negate the applicability of this fee. Our truck drivers are required to make special accommodations to transport vehicles with modifications, hence the fee remains valid.

  
  We appreciate your understanding and cooperation in this matter.

  Customer response

  06/14/2024

   
  Complaint: 21806213
  
  I am rejecting this response because:

  Thank you for your reply.  Your argument would hold water had the roof rack been reinstalled.  As I mentioned before, upon receiving the vehicle I asked the driver to reinstall said roof rack but he refused.  When I hired Montway to ship my vehicle, I expected it to be in the same condition as it was when purchased.  At no point was I contacted about possible modifications being performed on the vehicle.  Since only half of the debated $250 oversized service was completed, I think its only fair that I am refunded half of said fee ($125).  This would allow me to hire someone to reinstall the roof rack, therefore restoring the vehicle to its original condition before shipping.
  
  Thanks for your time,
  
  *******************************

  

  Business response

  06/19/2024

  I think this is a reasonable request. I have contacted our support department and someone will be reaching out to you shortly.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked with Montway on 5/16 for three vehicles to pickup from WELAKA ** to ***************. I chatted with an agent, was told 1-5 business day pickup for vehicles. On day #3 5/29 of the pickup window I received a call stating that montway could not assign a carrier to pickup my vehicles to take to the port. The agent then started asking about next week pickup when I told them that wouldnt work because I will not be in state. The agent continued to say that pickup the following week could not be guaranteed either. I canceled the order, however they charged a $249 cancellation fee because the carrier at the port was booked. When asked what date the port shipment was they did not know. I have no proof that it was actually scheduled from port, and how could it be scheduled if you cant guarantee pickup within the dates stated? This allows Montway to have an unlimited amount of time to pickup your vehicle or else you will be penalized $249 for canceling even though they cant hold up on their end. This company is scamming people out of their money. I want my $249 refunded to my credit card or I will be disputing with my bank.

  

  Business response

  05/31/2024

  Thank you for taking the time to provide your feedback. I am sorry to hear that you were unsatisfied with the shipping timing in the land portion of your shipment. All customers are informed at the time of booking that we cannot and do not guarantee any dates or times for Hawaii shipments. This is also included in our booking emails and our website at ***********************************************************.
  
  As you can see in the attached screenshot img_9462 that you provided, your booking for the ocean shipment portion was completed. A booking number was included, as well as instructions for looking up additional information with the respective ocean shipper. The ocean shipper would also be able to confirm that the shipment was booked by contacting them with the information provided.
  
  As part of our services were already complete, and we were capable of fulfilling the remaining portion under contract, a cancelation fee would apply. As such, I would have to decline your request for a refund at this time respectfully. If you have any additional questions, don't hesitate to get in touch with us.

  Customer response

  05/31/2024

   
  Complaint: 21778070
  
  I am rejecting this response because:
  
  I was never informed directly that dates/times were not guaranteed. If I knew this, I wouldn't have booked. Also - how can you book the ocean shipment for a specific date that y'all have yet to provide without guaranteeing pickup of my vehicles? I feel as if you should have a more accurate time frame and disclose these things to customers. I feel like this is all a scam, y'all hide behind fake reviews. If any customer looks at the **** reviews, everyone has had a similar experience to me. 
  Sincerely,
  
  *********************

  Customer response

  05/31/2024

   
  Complaint: 21778070
  
  I am rejecting this response because:
  
  I was never informed directly that dates/times were not guaranteed. If I knew this, I wouldn't have booked. Also - how can you book the ocean shipment for a specific date that y'all have yet to provide without guaranteeing pickup of my vehicles? I feel as if you should have a more accurate time frame and disclose these things to customers. I feel like this is all a scam, y'all hide behind fake reviews. If any customer looks at the **** reviews, everyone has had a similar experience to me. 
  Sincerely,
  
  *********************

  

  Business response

  06/06/2024

  In accordance with our prior correspondence, we have diligently ensured that the customer is equipped with comprehensive information essential for a successful shipment. This includes the issuance of multiple confirmation emails reiterating pertinent details, which are consistently available on our website.

  Should any ambiguity arise or if the customer requires clarification regarding our services, our team remains readily available to provide assistance, offering extended support throughout the year.

  Regrettably, we are unable to extend compensation at this juncture, as our services have been executed in accordance with the terms stipulated in the contractual agreement.

*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. ↩