ComplaintsforMontway Auto Transport

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a horrible experience with them just a couple weeks ago. People don't realize Montway is a broker, not the company that actually transports the car. They put the job on a load board and take a huge cut of the cost. We ended up canceling after two drivers accepted the job and then declined later. (Car was not drivable and Montway knew that as it was written on the quote.) They refused to refund all the money (even though we shouldn't have even been charged yet.) They didn't follow their own policy regarding a refund. And they didn't respond to my email or my son's when we questioned them about the refund. My son is currently disputing the charge with his bank.

  

  Business response

  04/08/2024

  Hello - we are disputing this complaint as the customer was not completely honest with all details at the time of booking. Calls are recorded and the recordings have been reviewed. 
  Montways agents explained to the customer twice that the vehicle needed to steer in order to be loaded on a truck. The customer explained that it could not steer but could be loaded with a winch. Our agent then asked if there was room for a carrier to pull in and winch the vehicle straight onto the truck. The customer went on to explain that she wasnt sure and then told our agent that they assume there was room and there would be help at the pick-up location if the driver had a winch. Montway ships inoperable vehicles all the time on trucks equipped with a winch - this is nothing new but as was explained to the customer, the vehicle needs to be in an area that is accessible for the truck to attach a winch and pull the vehicle up. The customer told our agent this was possible so the order was booked. It was explained again that transport trucks are not tow trucks and it could only be done if the vehicle was properly prepared.

  
  The customer then explained that the vehicle had two flat tires and would need spares put on, and then asked if our contracted drivers could do that. Our agent explained the drivers do not do that, it is not their responsibility, they only transport the vehicle. The customer replied they would get the mechanic to do that and our agent said yes, our drivers dont do that, to which the customer replied: well hopefully theyll do it for us. Our agent again explained that these drivers do not do this and the car needed to be ready for shipment prior to the pick-up day.

  
  The carrier was dispatched based on the customer telling *********************** agents that someone would be there to help get the vehicle in position to be loaded on the truck. When the carrier arrived it was determined this was not the case and they ultimately canceled the dispatch because the vehicle could not be loaded without a forklift to move it into position first.

  
  Per Montways terms and conditions, charges are made once a carrier is dispatched. The customer received the dispatch notification on 3/20/2024 at 8:57 am CST. On 3/21/2024 the carrier went to retrieve the vehicle and learned that he would not be able to do so. He then called Montway to cancel the dispatch.

  
  Montway nor the carrier knew at the time of dispatch that there would be no help available when the carrier arrived - the customers mother specifically booked stating there would be help. Upon learning this, the carrier refused the shipment and the customers charge stood, per our terms and conditions noted below.

  
  This customer did not provide accurate information at the time of booking thus resulting in a carrier being dispatched and unable to provide service. Per Montways terms and conditions, included below, the customer agreed to the cancellation and refund policy when they booked their order. According to point A under section 8, the customer accepts that they may cancel an order at any time AS LONG AS THE ***** HAS NOT YET BEEN ACCEPTED BY A CARRIER. If the order is canceled for any reason after a carrier accepts the order, such reasons including but not limited to Customer Cancellation, and/or ********************** cancellation due to the customers breach of terms (Section 3, point A) the customer agrees to pay a minimum of $249. 
  
  3. Customers Responsibilities
  
  a. Accuracy of Information. Customer understands and accepts that only Customer is responsible to ensure the accuracy of all of the details including the description of the Shipment (year, make, model, body style, trim, etc.), Point of Origin, Destination, fees, and special instructions in the Order Confirmation, and as applicable, on the Carriers Form, Bill of Lading, or other required documents. Any changes or corrections to the Shipment description or any other changes to an Order may result in additional fees or cancellation of the Order. Customer waives all claims against ********************** for any additional charges or cancellation if the Shipment does not match the Shipment listed in the Order Confirmation.

  
  8. Cancellation and Refund Policy
  
  a. Customer may cancel an Order at any time at no cost or cancellation fees as long as the Order has not yet been accepted by a Carrier. If the Order is canceled for any reason after a Carrier accepts the Order, such reasons including but not limited to Customer canceling an Order, ********************** canceling an Order due to the Customers breach of these TERMS or if the Carrier is denied pick up of the Shipment for any reason when the Carrier arrives at the Point of Origin, then the Customer agrees to pay a minimum of two hundred and forty nine dollars ($249.00) in cancellation fees as Montways services have been rendered at that point. Customer understands and accepts that the Customer may be subject to additional cancellation fees including but not limited to a dry run fee imposed by a Carrier and other vendors contracted to fulfill Customers Order.
  b. Customer is *********** a refund for only the unfulfilled portion of the services. If ********** Services were paid for but not rendered for any reason and the Shipment was delivered, the sole remedy for the Customer shall be a refund for the unfulfilled portion of the ********** Services fees.
  c. Cancellation of an Order by Customer must be submitted in writing via email sent to ******************************** Cancellations made via telephone, text, chat or any other medium will not be accepted by Montway.

  Customer response

  04/09/2024

   
  Complaint: 21538409
  
  I am rejecting this response because: I did inform montway that the car was not drivable. It even says so on the quote that was shown in this complaint. Considering the car was at a service station, as long as the driver arrived during regular business hours, there obviously would be someone there to assist him. Montway was also told that the car was inside the garage and that they needed some way to get it out. I was told that wouldn't be a problem. The cancellation policy states that we do not get a full refund once a carrier has booked the load. The load was rejected so at the time of cancellation, there was no carrier booked.
  

  
  *****************************

  

  Business response

  04/11/2024

  Montway's terms state that the cancellation fee stands if a carrier is dispatched. Montway ships non-running vehicles all the time, that is not the issue here. The issue is the vehicle could not steer on it's own and the customer told us incorrect information. Our agents asked if the vehicle was in a position where the truck could easily attach a winch and pull it onto the truck. The customer said yes it was. That was not the case.

  A carrier was dispatched, they arrived at the service station and found that despite the customer's claim that the vehicle was easily accessible, the vehicle was not able to be winched onto the truck. The carrier then canceled the transport. Per Montway's terms, the carrier was booked/dispatched and had to cancel the transport so the fee stands.

  As the attached dispatch email confirms, the customer was fully aware that a carrier was going to pick up the vehicle. The email also links the customer to our terms and conditions where it clearly states that once a driver is dispatched, the $259 fee will apply if the order should be canceled.

  Customer response

  04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  I do not agree with their statement, but obviously they are sticking to it, Regardless, my son has already filed with his bank to dispute the charge and we will be making it clear to other military families that Montway is NOT the company to use for transport, Live and learn, I guess. It's just sad that this company takes advantage of people. If the car wasn't picked up and transported, then obviously Montway didn't pay a driver. So they shouldn't get to keep the money.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shipped my 2019 Aston ****** DBS with Montway. On delivery, the light k*** was found broken and under the driver's side seat. It was damaged during delivery either by the vibration or the driver no knowing how to use that k*** Montway refused to make the repair and says "this how the auto industry works." When a customer ships a vehicle with their company, there is a reasonable expectation that it will not be damaged. And if it is damaged, the shipping company is responsible for the repair.

  

  Business response

  04/08/2024

  Hello. We are denying the complaint as the customer agreed to *********************** terms and conditions upon booking their order. The terms clearly state that Montway is not responsible for any cargo loss and damage claims. The terms and conditions are listed below, points A, B, and E apply in this situation.

  
  It was explained to the customer that cargo policies do not cover the interior of the vehicle, only the exterior. 

  
  These terms can be found at *********************************************************** as well as linked in the customer's confirmation email, in our help center, and on our website.

  
  9. Loss, Damage or Delay Claims
  a. Montway is a property transportation broker, therefore, is not and will not be liable for any cargo loss and damage claims for any reason.
  b. If Customer has a claim for loss or damage to a Shipment, then Customer understands and agrees that the party liable for all such claims is the Carrier and not Montway, and it is Customers responsibility to file any claim directly with the Carrier who transported the Shipment.
  c. If Customer decides to file a claim against the Carrier, Customer must promptly report such claim to Montway, but in no event later than forty-eight (48) hours of the delivery, so Montway may provide the Customer with relevant documents regarding the Carrier in a commercially reasonable manner.
  d. Customer is hereby informed and understands that claims against motor Carriers are governed by federal law, the ******* Amendment to the *** Termination Act of 1995, 49 U.S.C. *****, and claims against ocean Carriers are typically governed by the Carriage of Goods by Sea Act, 46 U.S.C. *****. Customer is urged to seek independent legal advice (at Customers sole expense) on these laws in the event of a claim.
  e. Customer understands and agrees that ********************** and Carrier are not liable for any cargo loss or damage caused by any acts or omissions that are out of Montways or Carriers control including but not limited to damage caused by weather conditions including hail, storm or other acts of God, riots, strikes, political unrest, acts of terrorism, loose, worn, or broken parts of a Shipment, personal items in the Shipment.
  

  
  

  Customer response

  04/09/2024

   
  Complaint: 21530466
  
  I am rejecting this response because damage due to recklessness is not covered under their contract regardless of the location to the vehicle. They have a minimum obligation and duty to not damage the vehicle. 
  
  Sincerely,
  *******************************

  

  Business response

  04/11/2024

  We are rejecting the customer's complaint as their complaint should be filed with the carrier company who allegedly damaged the vehicle.

  Montway never takes physical possession of a vehicle during the transport process therefore we are physically incapable of damaging the vehicle. The vehicle was in the physical possession of the assigned carrier company and all claims should be processed with that company, including complaints.

  Montway carried out our duties in this transaction as per our terms and conditions.

  he terms and conditions are listed below, points A, B, and E.

  9. Loss, Damage or Delay Claims
  a. Montway is a property transportation broker, therefore, is not and will not be liable for any cargo loss and damage claims for any reason.
  b. If Customer has a claim for loss or damage to a Shipment, then Customer understands and agrees that the party liable for all such claims is the Carrier and not Montway, and it is Customers responsibility to file any claim directly with the Carrier who transported the Shipment.
  c. If Customer decides to file a claim against the Carrier, Customer must promptly report such claim to Montway, but in no event later than forty-eight (48) hours of the delivery, so Montway may provide the Customer with relevant documents regarding the Carrier in a commercially reasonable manner.
  d. Customer is hereby informed and understands that claims against motor Carriers are governed by federal law, the ******* Amendment to the *** Termination Act of 1995, 49 U.S.C. *****, and claims against ocean Carriers are typically governed by the Carriage of Goods by Sea Act, 46 U.S.C. *****. Customer is urged to seek independent legal advice (at Customers sole expense) on these laws in the event of a claim.
  e. Customer understands and agrees that ********************** and Carrier are not liable for any cargo loss or damage caused by any acts or omissions that are out of Montways or Carriers control including but not limited to damage caused by weather conditions including hail, storm or other acts of God, riots, strikes, political unrest, acts of terrorism, loose, worn, or broken parts of a Shipment, personal items in the Shipment.
  
  

  Customer response

  04/12/2024

   
  Complaint: 21530466
  
  I am rejecting this response because after some quick research, it appears that this company is largely a scam. The know that cars are often damaged because they broker to the cheapest transport companies despite knowledge of damage history. They they attempt to deflect liability. I wish I would have known this before doing buisness with them and would have found a legitimate company. Other consumers should be made aware of their scam.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BEGINNING OF MARCH, I CONTRACTED MONTWAY TO TRANSPORT TWO VEHICLES FROM ************* TO ******* (***** MILES)I WAS CHARGED $800 DEPOSIT PLUS ***** MONEY TRANSFER ON ARRIVAL OF THE VEHICLES.ON DISCOVERY OF THE ISSUE ON MY TRUCK (*** LIGHT CAME ON, I ATTEMPTED TO TAKE IT TO AUTO ZONE FOR A **** READER, BUT, HAD TO ORDER A **** READER ONLINE THAT WOULD DO *** ****S AS WELL.) THE **** READ THAT THERE WAS AN ISSUE WITH THE *** COMMUNICATION ON THE PASSENGER FRONT SIDE. I INSPECTED THE **** AND IT WAS DAMAGED / SPLICED OPEN. I SENT IT TO BE EXAMINED BY A MECHANIC WHO DETERMINED THE CAUSE OF THE ISSUE TO BE FROM TOWING / WHEN THE TWO STRAPS WERE ATTACHED IT RUBBED THE **** OVER THE COURSE OF THE VEHICLES JOURNEY.I REACHED OUT TO FILE A CLAIM WITH MONTWAY, THE FIRST REPRESENTATIVE APPEARED TO BE HELPFUL AND SUBMITTED MY CLAIM. I RECEIVED A FOLLOW UP CALL FROM A DISPATCHER WHO OUTRIGHT DENIED THAT IT COULD HAVE HAPPENED CLAIMING SOFT TOW STRAPS DON'T CAUSE THAT DAMAGE (WHICH MY MECHANIC ATTESTED THAT THEY CAN AND DO) NOT WANTING TO ARGUE WITH THE MAN OVER THE ***** I HUNG UP. I DID SUPPLY AN EMAIL REPORT AND PICTURES ALONG WITH DOCUMENTATION OF THE DAMAGE.I HAVE YET TO HEAR BACK DESPITE A FOLLOW UP CALL MADE BY ME REGARDING THE CLAIM.

  

  Business response

  03/26/2024

  Hello. We are denying the complaint as the customer agreed to our terms of service which clearly outline Montway's role in daamge claims. The customer also waited 14 days to report the damage to Montway. Our terms state claims must be reported within 48 hours of delivery (Terms Section 9, point C.).

  
  The customer agreed to *********************** terms and conditions when they booked their order. Our terms clearly outline the process and Montways role in a damage claim (Section 9, points A and B.).
  These terms can be found at this link and I have included the points below. ***********************************************************

  
  9. Loss, Damage or Delay Claims
  a. Montway is a property transportation broker, therefore, is not and will not be liable for any cargo loss and damage claims for any reason.
  b. If Customer has a claim for loss or damage to a Shipment, then Customer understands and agrees that the party liable for all such claims is the Carrier and not Montway, and it is Customers responsibility to file any claim directly with the Carrier who transported the Shipment.
  c. If Customer decides to file a claim against the Carrier, Customer must promptly report such claim to Montway, but in no event later than forty-eight (48) hours of the delivery, so Montway may provide the Customer with relevant documents regarding the Carrier in a commercially reasonable manner.
  d. Customer is hereby informed and understands that claims against motor Carriers are governed by federal law, the ******* Amendment to the *** Termination Act of 1995, 49 U.S.C. *****, and claims against ocean Carriers are typically governed by the Carriage of Goods by Sea Act, 46 U.S.C. *****. Customer is urged to seek independent legal advice (at Customers sole expense) on these laws in the event of a claim.
  e. Customer understands and agrees that ********************** and Carrier are not liable for any cargo loss or damage caused by any acts or omissions that are out of Montways or Carriers control including but not limited to damage caused by weather conditions including hail, storm or other acts of God, riots, strikes, political unrest, acts of terrorism, loose, worn, or broken parts of a Shipment, personal items in the Shipment.
  

  We are sorry there was an issue with the shipment but Montway has fulfilled our services at agreed in the terms and conditions of the order.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thanks for this opportunity. Effective November 22, 2023, my Credit card was charged erroneously $239.00 by Montway Auto Transport. I had contacted them early November requesting service to pick up my 2020 Jeep Cherokee from my home in **********, *******. They seem legitimate and well spoken so I gave them my credit card information and my personal information. I was informed that a driver would be dispatched by November 17th, 2023 to pick up my vehicle no later than the 22nd of November. The charge would be $1239.00. I called to confrim the pickup time on the 17th and they told me when a driver is available someone will call me. The next day someone called stating that no driver will be available because of trees in my area, and its difficult to get a driver in my area. I told them there are no trees preventing service trucks in my community. I even offered to meet down the street on ******************** in the parking lot, they told me nothing can be done. I said ok nevermind and began calling other companies to help me. I was having upcoming surgery in ********** and needed reliable service. Then on my December credit card statement a charge of $239.00 from Montway Auto Transport appeared. I reached out to them and explained no one came to my home and disputed the charge. They told me someone would get back to me. I made repeated calls and left messages and no one called me. I decided to contact my bank regarding this matter and Montway sent their disclosures to ***** Fargo indicating I canceled the service. The truth is Montway could not find a driver to come to ********** and took $239 from my credit card that did not warrant a charge. I am asking for a full refund in the amount of $239 due to the unfair practice of this company and no service was rendered. Your assistance regarding this matter would be appreciated. Thank you very much for reviewing my claim and assistance. Take care.

  

  Business response

  03/14/2024

  Hello,
  We are writing to dispute this complaint as the customer was made aware of our terms and conditions and directly violated those terms resulting in a charge of $239.
  The customer engaged in a live chat with ********************** on 11/21/2023 at 8:15 am CST to check the status of the dispatch and was informed that we were working on assigning a driver and would be in touch with details. The customer then called at 8:31 am CST to check the status again and was again informed that we would be in touch when a driver was assigned. At no point did the customer inform ********************** that the vehicle had already been picked up nor did a Montway agent inform the customer that we had no driver because of trees. 
  On 11/21/2023 at 10:35 am CST, Montway assigned the vehicle to a carrier and sent a dispatch notification email to the customer with the related details - the customer was informed that the estimated load date was 11/22/2023. 
  The assigned driver reached out to the customer on 11/22/2023 to arrange pick up of the vehicle, the customer then informed the driver that they booked with another broker and the vehicle was already picked up. Montway was made aware of this information by the driver and canceled the order, thus charging the cancellation fee in question. 
  As our refund & cancellation policy clearly states, if a customer cancels their order after a driver is dispatched, a cancellation fee applies. We have provided our terms and conditions and here is the section relating to cancellation fees and our refund policy: ***********************************************************
  
  
  8. Cancellation and Refund Policy
  
  a. Customer may cancel an Order at any time at no cost or cancellation fees as long as the Order has not yet been accepted by a Carrier. If the Order is canceled for any reason after a Carrier accepts the Order, such reasons including but not limited to Customer canceling an Order, ********************** canceling an Order due to the Customers breach of these TERMS or if the Carrier is denied pick up of the Shipment for any reason when the Carrier arrives at the Point of Origin, then the Customer agrees to pay a minimum of two hundred and forty nine dollars ($249) in cancellation fees as Montways services have been rendered at that point. Customer understands and accepts that the Customer may be subject to additional cancellation fees including but not limited to a dry run fee imposed by a Carrier and other vendors contracted to fulfill Customers Order.
  b. Customer is entitled to a refund for only the unfulfilled portion of the services. If ********** Services were paid for but not rendered for any reason and the Shipment was delivered, the sole remedy for the Customer shall be a refund for the unfulfilled portion of the ********** Services fees.
  c. Cancellation of an Order by Customer must be submitted in writing via email sent to ******************************** Cancellations made via telephone, text, chat or any other medium will not be accepted by Montway.

  Customer response

  03/15/2024

   
  Complaint: 21420148
  
  I am rejecting this response because: please refer to the attachment... I made several attempts to submit information and the computer is not responding.  Thank you .

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

  

  Business response

  03/18/2024

  Hello,

  
  As customers are made aware, Montways calls are recorded and we have reviewed all calls that took place with this customer. There is no recording of anyone from Montway advising that we could not locate a driver therefore her services were canceled. We informed the customer that we were continuing our search and would let the customer know when a driver was assigned. This is how Montway operates daily and although trees can hinder large trucks, we have resources available with smaller trucks or drivers who may meet in other areas to accommodate the pick-up situation. The customer did not ask to cancel their order at this time.

  
  Per Montways terms and conditions which were agreed to by the customer and are noted in the documents, the customer provided to ********************, dates and times are estimated and are never guaranteed. They are subject to change at a moments notice due to a plethora of circumstances outside of Montways, and the drivers control. The customer was advised that a carrier was assigned and their estimated pick-up date was provided to the customer via email.

  
  Here is the timeline of events that is recorded:
  

  On 11/21/2023 at 10:35 am CST, Montway assigned the vehicle to a carrier and sent a dispatch notification email to the customer with the related details - the customer was informed that the estimated load date was 11/22/2023. 
  

  The assigned driver reached out to the customer on 11/22/2023 to arrange pick up of the vehicle, the customer then informed the driver that they booked with another broker and the vehicle was already picked up. Montway was made aware of this information by the driver and canceled the order, thus charging the cancellation fee in question. 
  As our refund & cancellation policy clearly states, if a customer cancels their order after a driver is dispatched, the $249 cancellation fee applies. We have provided our terms and conditions and here is the section relating to cancellation fees and our refund policy: ***********************************************************
  

  
  

  Customer response

  04/04/2024

   
  Complaint: 21420148
  
  I am rejecting this response because:

   

  I do apologize to BBB regarding this inconsistent retaliatory content regarding Montway Auto Transport inability to understand my concern and motion to claim Full Refund for services not rendered. First and foremost whomever is writing the responses is not the individuals spoken with this during this ordeal. I called to confirm pickup of my Grand Cherokee around the first date promised November 20th, 2023 by and the following day.  Again, I got a call stating that the driver assigned could not come to my home because of trees in the area and then saying the street is to small. This information was totally untrue pertaining to the logistics, since our streets are wide enough and many trucks of all sizes come through daily for multiple business. Montway continues to twist the story around in their favor and based on their contract for cancellations policy.  I clearly had a time frame to do business. I told them over the phone "the driver can meet me in the parking lot on ******************** in **********, ******* for pickup if necessary. They seem to be unclear about the possibility to make this possible. In addition, soon after a charge appeared on my Credit Card for $239.00. I had every right to communicate my intentions to move forward if they could not provide any service. I ask to speak to a manager and got the run around. I spoke with several people with Montway and was informed someone would contact me regarding the charge which I believe should not have been applied since no driver or dispatch company actually came to my home. I am tirelessly opposed that this matter is not understood. Whoever communicated to me that no driver was available over the phone is of concern and should be acknowledged. I believe we need an Arbitrator to mediate this matter. The Montway Auto Transport person who is writing these responses is not the same person that I conversed with and therefore this matter should be rectified based on my situation. I give my honest to God truth about these circumstances and request a Full Refund. I look forward to meeting the head person of Montway Auto Transport respectively to address this matter.  Thank you in advance to all parties involving this complaint.

  
  

  Sincerely,

  
  

  *******************************

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction Feb 24th. paid $279 to Montway via credit card and $400 cash requested to Carrier. The business was to provide door to door pick up and drop off of vehicle and to ship from *******, ** to *********, **. The nature of business is that the carrier did not deliver door to door. The carrier called me saying he didnt have my street address and parked 6.5 miles from my house. He told me I had to go pick up my car from him. I understand if he cant park closer due to small roads however I paid for door to door pick up and delivery. Therefore he could take the same approach he did for pick up, which was drive my car to his truck. the carrier can park his truck and drive my car to my house to complete delivery. If I have to go out of my way to pick up my vehicle then the company needs to provide a taxi or reimburse me for the amount of $400 spent for door to door delivery of carrier. What I received was not the service I paid for and it was an inconvenience for me to go out of my way to order a taxi to go pick up my car. There was someone waiting at the property all day so the driver could have easily knocked on the door and completed delivery. I called customer service and explained the situation and customer service rep said they would speak to the driver. Not once did they speak to him to update him on the address. He continued to call me to tell me to hurry up because he had to continue on his route. The business has not tried to resolve problem or a partial reimbursement.

  

  Business response

  03/01/2024

  Hello *******. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced. We have reviewed your order details and would like to address your concerns here. As our website and Terms and Conditions (***********************************************************) state, drivers pick up and deliver as close as safely and legally as possible to the requested address. There are many reasons that can restrict a drivers access to the home such as low-hanging trees, tight turns, narrow roads, no safe place to turn around, etc. but this decision is solely up to the driver. We do ask the drivers to complete it as often as possible but sometimes there are circumstances that just won't allow it. Our team did speak to the driver, who informed us that they attempted to reach you for 2 hours the morning of delivery to arrange delivery and was not able to contact you. Again, we apologize for any inconvenience you have experienced. If you have any additional comments or concerns, we invite you to email us at ***********************************. 

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/09/2024, I texted ********** from Montoway Auto transport to deliver one suv 16 Rogue and one car 2010 Cube from ****** to Fairfield and he quoted me $220 a piece. On 01/25/2024 I get several calls from their third party truck driver (first time on the job) saying that the 10 Cube is in-op. I told him let it heat up and it will move (transmission needs to heat up) but he neglected what I told him and delivered just the 16 Rogue (four days later) 01/29/2024 . Then I get a credit card charge of $500 from Montoway Auto Transport. Called their salesman and even threatened him that I will be taking this to the BBB if I dont get this resolved fast. Two weeks he is giving me the run around saying he talked to accounting and they need to get this handled. (I have a trail of messages between *** and I). As you can see not only they were super late getting the cars to me because of their incompetence I had to wait 20 days to start getting the Rogue ready while making arrangements for the 10 Cube. And now because their lack of professionalism I am resorting to other means after a WHOLE MONTH to get my money. First who gave them the right to keep my card on file without my authorization (we used the card one time for a previous delivery of two cars) Second I have requested to be reimbursed back *******= $280 and a new receipt

  

  Business response

  02/22/2024

  Hello ****. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience this has caused you. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. This shipment was for the transport of 2 vehicles, the ****** Altima and the ****** Cube. Upon arrival to pick up the vehicles, the ****** Altima was already picked up by another carrier and the ****** Cube was inoperable and unable to be transported. As a result of this, your ****** Rogue and **** Escape were transported instead. As of 2/21/24, a refund of $280 has been issued to you. If you have any additional comments or concerns, we invite you to email us at ***********************************. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called an agent to inquire about shipping a 1930 Model A. I told the agent that another carrier came to pick up the car and couldn't drive it and left. I was told by the agent that nothing would be charged to my card until the car was safely loaded on a carrier so based on this information I booked the transport. The next day my card was charged and my car had not been picked up. I called to cancel the order and I was charged a $239. fee. I was lied to by the agent to get my business.

  

  Business response

  02/19/2024

  Hello *******. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. We have reviewed the booking call with our agent, and you were informed of the estimated deposit amount and that the remaining balance was due at delivery. The booking agent did state that nothing would be charged to the card until the car was loaded to the carrier. Payment is charged once the shipment is accepted by a carrier and assigned to them. This is the standard procedure for every shipment.
  
  At the time of booking, your vehicle was posted with additional brokers. We requested that you remove your shipment with other brokers, so that multiple bookings could be avoided. It seems that this was not done, as your shipment was later booked with another broker and also booked with Montway. At the time of your request to cancel, your order was already dispatched and accepted by a carrier; therefore, a cancellation fee was applied here. Our cancellation policies are outlined on our website (***********************************************************), as well as the booking and dispatch emails you received. Again, we do apologize for any inconvenience. If you have any additional comments or questions, we invite you to email us at ************************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an enclosed shipping order on their website through their customer care agent, he said enclosed option would be $1489, open option would be around $300 cheaper, we agreed on the price of $1489 and placed enclosed shipping order. The second day I contacted Montway again to push the pick up date by one day, they did so and also changed enclosed to open without my permission, I didnt get any notification, I didnt get the money back for price difference. And I only realized they changed my enclosed option to open when my car arrived scratched and in a very dirty condition, there are sands INSIDE the light covers. My car is very new around 8k miles, this makes me so mad, I want reimbursement for all of this.

  

  Business response

  02/15/2024

  Hello Yichen. Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you have experienced. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. In the event of any issues, Montway should be contacted immediately. When you contacted our team on 2/1/24 to make a change to your shipment dates, the transport type was mistakenly changed in our system from Enclosed to Open transport. Unfortunately, this change displayed in the email you have attached here from 2/1/24 was not noticed until the vehicle was delivered on 2/13/24. Our team has admitted that this was an honest mistake made when the order details were updated, and has refunded our $438 broker fee back to you. We are unable to refund the remaining amount of the transport paid to the carrier, as the vehicle was shipped successfully from CA to GA.
  
  Damages are never an expected part of the auto shipping process, but they can happen. We have informed our Claims team of your concerns and they will be reaching out to you with additional instructions. For additional assistance, please contact our claims department at **********************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bait and switch. I paid a premium compared to other businesses because of promised pickup and delivery promptness. Pick up was late and delivery was extremely late. They also advertise door to door pickup and drop off and I was denied both despite having easy street access at both locations. When the car was returned it was missing a half tank of gas without explanation.

  

  Business response

  02/05/2024

  Hello ******. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced during your recent shipment. Due to the nature of the auto shipping industry, we are unable to guarantee any transit dates as changes can occur at any time due to traffic, weather, mechanical issues, etc. Unfortunately, in this instance, the truck experienced some mechanical issues that resulted in changes to the delivery date.
  
  Drivers do their best to pick up and deliver as close to your locations as possible. There are many factors, both physically and legally, that can prevent drivers from accessing certain areas. These include but are not limited to narrow streets, low-hanging trees, speed bumps, tight turns, etc. We do understand the inconvenience of having to meet the driver. So we prepare all customers ahead of time by providing them with complete details of the services upfront. Please see our website at ******************************************************************************* for more information.
  
  Such situations are never an expected part of the auto shipping process, but they can happen. In the event of any issues, Montway should be contacted immediately. Our Claims Team has been in touch with you and has requested additional information from you via email. Please respond to the email you received from ********************************* at your earliest convenience.

  Customer response

  02/06/2024

   
  Complaint: 21233697
  
  I am rejecting this response because:
  The delivery was far outside the advertised range. I understand that this is a third company trucking company but I paid montway the money and thus hold montway responsible. I reject the argument that it was unsafe or impossible to have door to door service as both addresses were served by an 18 ******* for my home moving company. This was laziness. I am not satisfied with this answer. 
  
  Sincerely,
  
  *******************

  

  Business response

  02/07/2024

  Thank you for your response. We are sorry to hear of your continued dissatisfaction. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. It is ultimately up to the driver to decide if an adjustment needs to be made to the delivery or pick up location for the safety of the load. As previously stated, this can be changed due to many factors such as tight turns, low hanging trees, etc. Please see our Terms and Conditions ***********************************************************, section 5, for more information. 
  
  We advise all customers in the booking and quote emails that dates provided are estimates. All dates provided are subject to change at a moment's notice due to weather, traffic, and other various factors. We provide complete shipping details on our website at **************************************. For shippers with load restrictions, we would ask that they please inquire about our expedited service solutions. 
  
  At this time, we consider this case closed. If you have any additional concerns, we invite you to email us at ************************************

  Customer response

  02/08/2024

   
  Complaint: 21233697
  
  I am rejecting this response because:
  My concerns about false advertising and bait and switch were ignored. 
  Sincerely,
  
  *******************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I entered into an agreement with Montway to deliver my corolla to ****** on Jan 31st. I paid almost $400 before the car was picked up.Now they are not delivering my car before I pay without even inspecting the car. They are also asking me for additional charges as they claim the car came early to ****** and had to be stored in storage before the delivery date of 31st. The name of the storage company is not being disclosed to me. I called the police department to locate it but they cant find a match for the *** in any storage in ****** at all. The agreement was that $550 would be paid upon inspection of the delivered vehicle at my ****** address by me. But now I am being asked to shell out 500+50/day storage before even I see the car. They also asked me to waive the right to inspect it. The desired resolution is this: want the car delivered and will pay the agreed upon remaining payment of $550 as per the original agreement terms. Montway changing the terms of delivery is highly unethical. Would like to see some accountability from them for this.

  

  Business response

  02/02/2024

  Hello ********. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced during your recent shipment. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. We have thoroughly reviewed your order details and would like to address your concerns here.
  
  Montway was not notified that you had delivery restrictions regarding the date of delivery until after the vehicle was picked up and the driver was close to the delivery location. Had we been notified of this, we would have found a driver to accommodate your preferences. As a result, the driver had to place your vehicle in storage as there was no one to accept the vehicle at delivery. This was communicated to you by the driver and Montway. The storage location and contact information was provided to you via email.
  
  While it is not often that a vehicle must be placed in storage, this can happen. Additionally, payment for storage must be received before the vehicle will be released. Per our Terms and Conditions, *********************************************************** section 7d:
  
  "If Shipment is placed in storage due to Customers refusal to pay the fees or accept delivery from the Carrier for any reason, then the Shipment may be placed in storage at Customers expense and subject to Carriers lien for transportation charges until Customer pays in full the outstanding balance. Any and all storage and redelivery charges will be the responsibility of Customer and Customer agrees that Customer will not look to ********************** for reimbursement."
  
  Our Supervisor team has been in touch with you regarding your concerns. To address your concerns and the inconvenience you have experienced, a partial refund has been issued to you. If you have any additional questions or concerns, we invite you to contact us at ************************************ We are happy to help in any way we can. 

  Customer response

  02/10/2024

   
  Complaint: 21227039
  
  I am rejecting this response because:

  Hi BBB,
  
  Montway hired the Carrier and are responsible for the agreement. As per Montway's agreement sent on Jan 27th, the estimate of Jan 31st accounted for delays ONLY and thus the car was due on 31st or later. The cost of the Car transport was to be $929, $379 was charged on 27th and $550 was due after safe delivery of car in ******, ** on the 31st or later. ****** the Driver/******* was informed both before and during the drop off multiple times that I need the car in ****** on 31st after 1PM to which he agreed.
  
  A day's time should have been given as notice before drop off. This did not happen, I was informed 40 mins before his arrival at Jan 30th 12:40 AM in the middle of the night that he would be in ******.
  
  I was then told on Jan 30th, that my car was in a storage location in a different city and they wont give me the location until I paid the rest of the amount in full which was not the agreement. Basically they HELD MY CAR HOSTAGE FOR THREE DAYS AND TRAUMATIZED ME BY GIVING INCREMENTAL AND INCORRECT INFORMATION ABOUT THE LOCATION OF MY CAR WHILE IT WAS RANSOMED. 
  
  On Jan 31st, without my consent ******* at Montway charged my credit card $854. Another $75 via Zelle was also charged a day later. Totally I was charged $1308 (vs the agreed upon $929) before even setting eyes on my car which was a total violation of the agreement. After my credit card was charged, another agreement were drawn and sent to my inbox, one for $1233 instead of $929 and I was asked to accept it which I did not. The PAYMENT SHOULD HAVE HAPPENED AFTER I HAD THE **** After this ******* gave me just the street address of the Car which was now STORED IN A DIFFERENT CITY and that I had to go get it from there.
  
  On Feb 1st, I had to again contact ******* at Montway that I did not have all the information regarding my car's storage location. After two more reminders to ******* and getting routed through three more people, I was forced again make the aforementioned Zelle payment to get the Gate Access code and Storage Lot #. BUT THE **** ACCESS CODE WAS WRONG. I again contacted them and was given a new access code which finally worked and I finally went and picked my car up from *****, *****. Frankly, the Storage lot attendants were more helpful than Montway, without whose help I would not have known that the information from Montway was incomplete and incorrect. Also *******, the carrier/driver, and atleast 5-7 more people played me like a ping-pong ball with one person taking the payment(s) and then re-directing me to the next person for the INCREMENTAL information about my car's location. 
  
  On the 31st, ******* stated that the unauthorized overcharge on my card to the tune of $379 would be fixed by Feb 2,2024. This did not happen and I had to again contact him on Feb 2nd about it. Finally on Feb 6th, a full week after my credit card was charged without my consent, I was given the overcharged amount back. He refused to give his last name or put me in touch with his Boss. The first time I asked him he said he was the senior most person, the next time he flat out refused to give me these details. 
  
  Ill summarize by saying I have paid 1339.94(including a $31.94 Uber charge to travel to the storage) when I should have been charged $929. After Montway paid back $379, I spent $960.94. 
  
  I demand that Montway pay me the $960.94 completely back, this was a highly disturbing and harrowing incident involving holding my car for ******, charging my card BEFORE I even set eyes on my car, Unauthorized charges to my card for $854, Not delivering my car on the 31st or later as promised, Delivering/storing my car to a different city than the one in the agreement, Drafting a new agreement for $1233(vs the original $929)and asking me accept it AFTER the unauthorized charge to my credit card was made, and giving me incremental and incorrect information over several days about the location of my car.
  

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

  

  Business response

  02/13/2024

  Thank you for your response. Again, we would like to clarify our role in this process. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. Montway was not informed of any delivery restrictions and that the vehicle would need to be delivered on or after 1/31/24 until the vehicle was almost to the delivery location. This violates the accuracy of information for the shipment as stated in section 3a of our Terms and Conditions (***********************************************************): 

  
  Accuracy of Information: Customer understands and accepts that only Customer is responsible to ensure the accuracy of all of the details including the description of the Shipment (year, make, model, body style, trim, etc.), Point of Origin, Destination, fees, and special instructions in the Order Confirmation, and as applicable, on the Carriers Form, Bill of Lading, or other required documents.

  
  In the auto shipping industry, we work with estimated dates. Both the booking and dispatch emails you received state that all dates are estimated. The vehicle was delivered on 1/30/24 and as a result, had to be placed in storage until someone could pick up the vehicle. Per section 5c of our Terms and Conditions:

  
  c. Customer must be present at the Point of Origin and Destination for the pickup and/or delivery of a Shipment, or Customer must designate a Customers Agent if Customer is unavailable for any reason.
  

  We presented 2 alternative options to you to avoid storage fees, both of which were refused. These options consisted of the following:
  1.     Delegate a back up contact to receive the vehicle
  2.     Sign a waiver allowing the vehicle to be delivered without the customers presence

  
  Additionally, section 7d of our Terms and Conditions also state:
  d. If Shipment is placed in storage due to Customers refusal to pay the fees or accept delivery from the Carrier for any reason, then the Shipment may be placed in storage at Customers expense and subject to Carriers lien for transportation charges until Customer pays in full the outstanding balance. Any and all storage and redelivery charges will be the responsibility of Customer and Customer agrees that Customer will not look to ********************** for reimbursement.

  
  You refused to pay the storage fees, which were required to retrieve the vehicle. This vehicle was not held for ****** as described. It was explained many times that dates are estimated, and that the storage fees must be paid prior to receiving the vehicle. This is true for any storage facility. You were provided with the storage facility address to retrieve your vehicle.
  You also verbally agreed with our Supervisor via recorded phone call to change the payment from cash on delivery for $929 to billing for $854. This was changed to account for a $75 discount for the storage fees, which we do not normally cover but were willing to here as a courtesy. 

  
  For the reasons listed above, we are unable to refund $960.94. Montways services to assign a carrier to your shipment were deemed complete and your vehicle was transported. If you have any additional concerns or questions, we invite you to email us at ***********************************.

  Customer response

  02/21/2024

   
  Complaint: 21227039
  
  I am rejecting this response because:

  I do not think my previous response was fully read and understood by Montway Auto Transport Company. Pls go through it once again in its entirety, to know what exactly has happened before responding again to the message
  
  

  

  Business response

  02/22/2024

  Hello ********. Thank you for your response. As previously stated, we have thoroughly reviewed your order details, the calls with our team, and your comments here in order to fully understand your concerns. We ask that you please re-read our response.
  
  Montway was not informed of any delivery restrictions and that the vehicle would need to be delivered on or after 1/31/24 until the vehicle was almost to the delivery location. This violates the accuracy of information for the shipment as stated in section 3a of our Terms and Conditions (***********************************************************):
  
  Accuracy of Information: Customer understands and accepts that only Customer is responsible to ensure the accuracy of all of the details including the description of the Shipment (year, make, model, body style, trim, etc.), Point of Origin, Destination, fees, and special instructions in the Order Confirmation, and as applicable, on the Carriers Form, Bill of Lading, or other required documents.
  
  In the auto shipping industry, we work with estimated dates. Both the booking and dispatch emails you received state that all dates are estimated. The vehicle was delivered on 1/30/24 and as a result, had to be placed in storage until someone could pick up the vehicle. Per section 5c of our Terms and Conditions:
  
  c. Customer must be present at the Point of Origin and Destination for the pickup and/or delivery of a Shipment, or Customer must designate a Customers Agent if Customer is unavailable for any reason.
  
  We presented 2 alternative options to you to avoid storage fees, both of which were refused. These options consisted of the following:
  1. Delegate a back up contact to receive the vehicle
  2. Sign a waiver allowing the vehicle to be delivered without the customers presence
  
  Additionally, section 7d of our Terms and Conditions also state:
  d. If Shipment is placed in storage due to Customers refusal to pay the fees or accept delivery from the Carrier for any reason, then the Shipment may be placed in storage at Customers expense and subject to Carriers lien for transportation charges until Customer pays in full the outstanding balance. Any and all storage and redelivery charges will be the responsibility of Customer and Customer agrees that Customer will not look to ********************** for reimbursement.
  
  You refused to pay the storage fees, which were required to retrieve the vehicle. This vehicle was not held for ****** as described. It was explained many times to you over the phone that dates are estimated, and that the storage fees must be paid prior to receiving the vehicle. This is true for any storage facility. You were provided with the storage facility address to retrieve your vehicle.
  You also verbally agreed with our Supervisor via recorded phone call to change the payment from cash on delivery for $929 to billing for $854. This was changed to account for a $75 discount for the storage fees, which we do not normally cover but were willing to here as a courtesy.
  
  For the reasons listed above, we are unable to refund $960.94. Montways services to assign a carrier to your shipment were deemed complete and your vehicle was transported. If you have any additional concerns or questions, we invite you to email us at ************************************ At this time, we consider this case closed. 

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