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:02/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/31/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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. 

• Initial Complaint

  Date:01/26/2024

  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 called for transport of a vehicle to be purchased on 1/25/24. I was finalizing the deal 1/26/24. I told them that the vehicle would be available For pickup possibly that Friday. The schedule it for that Friday. I called them Thursday, telling them because of the business hour and the deal. To push it to Thursday. The put the order on hold. On Friday when the deal did not go thru. I sent a email to cancel the order. The responded with the order was assigned. I never got a call from this assigned person. My card had a pending charge. They pushed the charge saying it was assigned to be picked up. But I heard from nobody. The response was since it was assigned that they had to charge.

  

  Business Response

  Date: 01/31/2024

  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 thoroughly reviewed your order details and phone calls with our team, and would like to address your concerns here. Montway is an auto transport broker and our services are to match your shipment with a licensed and insured motor carrier. Our team reached out to you on 1/25 and presented an option for pick up on 1/25. During this call, you advised that the vehicle would be ready for pick up on Friday 1/26 and our team began searching for a carrier for your shipment. On 1/25, a carrier was assigned to your shipment for pick up on 1/26, and a dispatch confirmation email was sent to you that we have attached here. This email includes the transit estimates and the details of the carrier assigned to your shipment. That afternoon on 1/25, you advised that the vehicle would not be ready until the following Monday, to which your order was placed on hold. On 1/26 you request to cancel your order.
  
  Per our Terms and Conditions, any order that is cancelled after a carrier has been assigned to your shipment is subject to a cancellation fee. Our cancellation policies are outlined on our website (***********************************************************), as well as the booking and dispatch emails you received. Montway's services to assign a carrier to your shipment were rendered complete, therefore the cancellation fee will remain.
  
  Again, we are sorry to hear of any inconvenience. If you would like to provide additional comments or have any questions, we invite you to contact us at ************************************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21206185
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  in response to the business.  I have attached the original/start of communication with them.  I was setting up for a pick up via the phone.  I called them after receiving this.  And told them that it was wrong.  I had asked for transport to occur after 1/26.  As I would be finishing the transaction to buy on 1/26.  At this time they only had the pick up address and my phone number.  I was still supposed to provide a number to contact on that end. And that they had it all wrong.  They  listed it as after 1/24.  In which the charged my card on 1/25 in the am for pick.  Yes, they did call me after assigning.  In which I told them that it again was wrong.  They stated that the are going to pick up at 9 am on 1/26.   I again told them that I still had to complete the deal and provided their hours 9-5.  I told them on the call, that it could not happen that early.  They then suggested they would put it on hold.  So the whole thing about assigning a carrier is their fault, not mine.  They assigned on a date that I did not provide them.  In addition, never did mention their business practices on the phone.  However, when I called back on Friday when it was on hold by them and because of them.  Then they responded with we assigned a carrier . Yes, it was assigned by them on a date never available.
  In addition, this assignment was never mentioned on the phone. They just did want the wanted.

  

  Business Response

  Date: 02/06/2024

  Hello *****. Thank you for your response. As an auto transport broker, Montway's services are to match your shipment with a licensed and insured motor carrier. Payment information is required to book an order with us, and was given to Montway along with your contact information and vehicle details at the time of setting up your order with an agent on 1/24. Once this information is provided to us, our team works immediately with the desired timeframe in mind to secure a carrier for the shipment in order to ensure timely pick-up and delivery. 
  
  Again, on 1/25 you advised our team via phone call that your vehicle would be ready for pick up on 1/26 so we began searching for a carrier to pick up on or after 1/26. In the phone call with an agent on 1/25, you were asked "Are you sure that the vehicle can be picked up tomorrow (Friday)?" To which you responded, "yes". On Thursday morning 1/25, a carrier was assigned to pick up your vehicle on 1/26. That afternoon, 1/25, you advised that the vehicle would not be ready until Monday, 1/29. Your order was then placed on hold on 1/25 and then cancelled at your request the next day, 1/26. The order confirmation email, dispatch notification email, hold notification email, and cancellation email were all provided to *********************
  
  Per our Terms and Conditions, any order that is cancelled after a carrier has been assigned to your shipment is subject to a cancellation fee. Our cancellation policies are outlined on our website (***********************************************************), as well as the booking and dispatch emails you received. Montway's services to assign a carrier to your shipment were rendered complete, therefore the cancellation fee will remain. At this time, we consider this case closed. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21206185
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/17/2024

  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 hired Montway Auto Transport to transport my car from ******** to *******. My *** vehicle was picked up on 1.15.2024. I paid Montway $1029 to provide delivery. Since picking up my car on 1.15.2024, the driver cannot be located. None of the phone numbers he provided me work. Montway dispatch cannot locate the driver. My contract number is *******. I was told my driver's name is ******. No one can locate my car.

  

  Business Response

  Date: 01/18/2024

  Hello **********. Thank you for your feedback. We are sorry to hear of any inconvenience. As a 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. Please visit our website (***************************************) for more details on our services. According to your order details updated on 1/17/23, our Support Team has been in contact with you regarding the status of your shipment, carrier contact information, and has provided you details on the delivery estimate. If you have any additional concerns or questions, please reach out to us at ************************************ We are happy to help.

• Initial Complaint

  Date:12/31/2023

  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 LLC driver failed to provide me with car pictures upon pickup. as a result I received a car with incorrect milage and interior damage that I was not aware of at the time of pickup.Please note that my prime course of action was reach out to action where I purchased the car directly and try to resolve with them the inconsistency in mileage issue.Auction/seller told me that the driver were supposed to record exterior, interior condition and the mileage of the car while pick up.Driver to only exterior pictures, regardless of my multiple requests to take all of the pictures of the car, including odometer.As this is the first time I'm using interstate delivery service, I was not aware that driver supposed to provide me with this information upon the car delivery.Nevertheless I asked him multiple times via text to provide me this information while the car pick up.Now the seller/auction tells me that they're not responsible for, interior car damage, and incorrect mileage because it was not recorded by the driver during the time of pick up and delivery.Therefore I opened the insurance dispute with montway and uship.I purchased this car for $32,000 and now I stand to lose $15,000 because I ended up with the car that has incorrect, higher mileage, and interior damage.I'm still trying to fight with the seller, for them to take the car back, but at this time it's looks highly unlikely unless I go through court.Please let me know what would be the next step for this insurance claim?Please see the pictures of acceptance receipt and odometer attached.Both of the pictures have same day time stamp.******************************************* Please what are the information I can provide to move forward with this claim?All the supporting documents are here *************************************************************************************** Thank you,*****

  

  Business Response

  Date: 01/03/2024

  Hello *****. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced and would like to address your concerns. Montway is an auto transport broker, and our services are to match your shipment with a licensed and insured motor carrier. Montway does not handle any vehicle at any time. Please see our Terms and Conditions (***********************************************************) for more information. Additionally, the condition of the interior of the vehicle is not required to be inspected or documented at any time of the transport. As outlined by the *****, the transporter is only required to inspect the visible exterior of the vehicle.  
  
  In the event of any issues, Montway should be notified immediately. Montway was not notified of your concerns until 9 days after delivery on 12/14/2023. Because of this time gap in between the delivery date and the report date, it will be difficult to attribute the reported issue to the transport as the carrier cannot account for the time in which the vehicle was not in their possession. Our Claims Team has been made aware of your concerns and has reached out to you via email with additional instructions. For additional assistance, we ask that you please contact our claims department at **********************************

  Customer Answer

  Date: 01/07/2024

  Complaint: 21073711
  
  I am rejecting this response because: I asked montway llc driver multiple times via sms text, voicemail and direct phone calls to take picture of the car, and send them to me before and after he picks up the car from abetter.bid seller/copart auction. Montway llc driver ignored all of my requests/messages and did not reply to me on time. As a result I received the car with almost 2000miles difference in milage/odometer and extremely dirty interior.

  
  Interior is dirty all over the place. Please see pictures on ****** drive. ****************************************************************************

  
  Montway llc driver only provided me pictures at the time of delivery. When I asked the driver why he did not send me the pictures at the time of pickup, he said that he was in a rush with other cars. When I asked the driver why the car is dirty inside he literally said, " its not bad. this is how it was". I should have refused delivery, but the driver said that his responsibility is only to transport the car from pickup location to destination location. He asked me to sign the receipt to acknowledge the car delivery, which I did.

  
  Now abetter.bid/copart tell me that my delivery driver did not do my due diligence and they provided the car with correct milage and clean interior at the time of pickup.

  
  I insured the car with uship insurance and would like to get full reimbursement for the car delivery price that I paid to montway llc/uship. Please return all of the money I paid for delivery! I you can reach out directly to abetter.bid/copart and resolve the car milage and interior condition inconsistency with them. 
  
  Thank you,
  
  *****************

  

  Business Response

  Date: 01/08/2024

  Thank you for your response. Again, we would like to reiterate Montway's responsibilities. Montway served as the auto transport broker in the transaction. Montway was contracted to assign and schedule a licensed and insured motor carrier to transport your vehicle. This contact was fulfilled upon dispatch assignment to the motor carrier, PFL Express. More details on this can be found in the booking and dispatch emails that you received, as well as on our website at ***********************************************************. Montway does not own any trucks or trailers and does not physically handle any vehicle at any time. 
  
  Please note, motor carriers are not required by ***** (Department of Transportation) to document mileage at the time of pickup or delivery. Drivers are only required to inspect the exterior part of the vehicle for any pre-existing damage prior to transport. 
  
  We are unable to issue a refund for the transportation as Montway's services were rendered complete. If you have not already done so, we encourage you to reach out to UShip to discuss your possible options available through their insurance coverage. You have been in contact with our Claims team via email. They have requested additional information from you as well as provided you with the carrier information and your options going forward. If you have any additional questions or concerns, please reach out to *********************************. 

• Initial Complaint

  Date:12/25/2023

  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.

  On December 23rd at 9 pm montway auto dropped off my vehicle and the following morning (Dec 24) I noticed a dent on the hood. They are refusing to fix the dent but it wasnt there upon pick up and I can prove that ** we took a video of the car before it was picked up.

  

  Business Response

  Date: 12/27/2023

  Hello *******. Thank you for your feedback. We are sorry to hear of any inconvenience. 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. This complaint is the first communication to Montway about any damage concerns, so we are not sure who you have spoken to previously. We have informed our ***************** of the situation. They have reached out to you via email with additional instructions. If you would like to provide any images, videos or additional comments, please contact our claims department at **********************************

• Initial Complaint

  Date:12/23/2023

  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.

  On December 13th I paid montway auto to pick up my car and ship it to ******* from ******* and they took my money and didnt pick up the car til December 20th. I asked for a discount and they told me they would issue one of the vehicle was dropped off more than 1-2 business days late and I STILL dont have my car and its Dec 23rd and now they are demanding 750$ before they release my vehicle. The manager Im working with through montway is named ******* and he continues to hang up on me when I call.

  

  Business Response

  Date: 12/27/2023

  Hello *******. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced and would like to address your concerns here. Montway is an auto transport broker. Our services are to match your shipment with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. Unfortunately, due to the nature of the industry, we are unable to guarantee any dates as changes can occur at any time due to traffic, mechanical issues, weather, etc. We provide complete shipping details on our website at **************************************. This information is also included in our quote and booking emails. For shippers with load restrictions, we would ask that they please inquire about our expedited service solutions. When you booked your shipment with Montway, you advised that your first available date for pickup was as 12/13. In your case, a driver was assigned to your shipment on 12/13, but unfortunately had to cancel due to mechanical issues. Our team began working immediately to assign a new carrier to your shipment and a new carrier was assigned on 12/14 with an estimated pick up date of 12/19. This vehicle was picked up on 12/19 and was delivered on 12/23.
  
  You were advised that we would work with the carrier to see about issuing a discount. The vehicle violated our Personal Item policy, therefore, no discount will be issued. Our policy regarding personal items states that up to 100lbs of personal items are allowed in the vehicle and must be confined to the trunk or storage area of the vehicle only. There were personal items distributed throughout the front seat and back seats of the vehicle, please see attached images provided from the Bill of Lading at pick up. Our personal item policy is in place for the safety of the shipment and to align with ***** weight regulations. Any weight over 100lbs results in additional fees for the driver as the vehicle is now overweight. Please visit **************************************/terms-and-conditions, Section 3e for more information on personal items within the vehicle.
  
  $775.00 was due at the time of delivery and was required to complete the transaction of the vehicle being delivered. This is the remaining balance for the shipment and was indicated in the dispatch email you received. Please see the attached screenshot of the email that you received outlining the payment details and balance due at delivery. Again, we apologize for any inconvenience and frustration. If you have any additional concerns, we invite you to email us at ************************************ We are happy to assist in any way we can.

• Initial Complaint

  Date:12/17/2023

  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.

  Buyer Beware!!! Transported a Vette from *** to NY. 1- Folks picking up car ,JC Dumpster Rentals. UM ok. 2- driver shows up with a 3 car carrier and Pick/up truck. NOT A WORD OF ENGLISH. Fortunately, speaking Spanish helps with PORTUGUESE.. OK, need car shipped, not much choice but to accept situation and hope for the best. 3- 2 weeks later(booked at 5 days **** my car shows up at 6am at friends shop. He had to run to his shop to receive. Real nice work. Here's the kicker. 4- I am now spending hours with EZ_PASS to get a refund being Montway auto transport's whole load was charged to MY EZ-pass registered license plate. OVER $250.00 worth.!!!! **********************'s response: Sent me bill of lading with no close date, Ez-pass turned down 21 tolls worth of refunds until I spend more time with Montway to get a bill of lading with an actual delivery date. My Time, let see how this goes. It's only a 13 hr drive vs. 20 hrs on the fone with them and EZ-pass..Um yeah that worked out great...Can someone at Montwat Auto Transport get me a BofL so I can waste more of my precious time chasing down what these folks owe me? Thanks Montway and JC Dumpster Rental for the QUALITY service..

  

  Business Response

  Date: 12/18/2023

  Hello. Thank you for taking the time to share your feedback with us. We are sorry to hear of any inconvenience you have experienced. Montway informs all customers to remove any toll transponder devices from their vehicles before shipping. Please see your shipment emails for confirmation. We also provide this information on our website at: ************************************************************************************************************
  
  The Bill of Lading and your confirmation and dispatch emails provided to you are proof of shipment and that your vehicle was in the carrier's possession. We have included screenshots of these emails and the Bill of Lading attached here. These can be used to help in disputing the charges with the toll company. You would need to provide the toll company with this documentation and they should be able to address it accordingly. We are happy to assist in any way we can, but this will have to be addressed between you and the toll company as the toll company was the one that charged you, not Montway or the carrier. If you have any additional comments or concerns, we invite you to contact us at ************************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21016457
  
  I am rejecting this response because:

   1: the transponder was not in the vehicle, Ez-pass charged me thru the license plate. I have spend many hours on the phone with ***Pass only to resolve a couple of tolls. I am NOT responsible to even do that , much less now chase down all the ***passes from other states to ask for a credit including ************. , **, there are so many . Where should I be spending my time to get my money back. I paid them for their service only to end up with my time being wasted along with $200+ tolls, Heck one was $80 for **************.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/19/2023

  Hello, I am writing today to dispute Complaint ID: ********. As an auto transport broker, Montways services are to match vehicle shipments with a licensed and insured motor carrier. Montway does not physically handle any vehicle at any time. Any toll fees acquired during transport should be handled between the customer and the toll company, as these fees are not issued by Montway. Toll companies are a completely separate business from Montway and the carrier, and have no relation to our services and operations. We request that this complaint be removed as this concern is not related to Montways services in any way. Thank you,    

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21016457
  
  I am rejecting this response because:

  Your not clarifying anything with this response, just avoiding your responsibility. I hired Montway to do a job, transport my car from *** to **. I did not hire the trucker YOU DID. The car generated tolls from ******* to ************* back to NY. because of the driver you, Montway Auto Transport, contracted. How am I responsible to pay for the tolls for the WHOLE truck?
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/14/2023

  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.

  12/11/2023 I contacted Montway shipping company in order to ship a vehicle from ********** ******* to the west coast of ******* in ********.12/12/2023 Montway assigns a company to pickup vehicle. Rapid Solutions Transport LLC, dispatch at ********** or the trucker, ***********************, at **************.12/13/2023 Rapid Solutions Transport LLC, dispatch at ********** or the trucker, ***********************, at ************** forgets to pickup my vehicle and refuses to turn around to get it after I called for a status. 12/13/2023 12:00 pm Rapid Solutions Transport LLC, dispatch at ********** or the trucker, ***********************, at ************** states he will call back Montway to advise them he that he forgot to get my vehicle. 12/13/2023 at about 1:00 pm I contact Montway myself and they tell me that they're assigned ******* never notified them that he didn't pick up my vehicle . I demand a refund so that I can find another shipper myself. Montway asked me for 24 hours to find another shipper.. I agree but state after 24 I want a refund because dealer will charge storage since vehicle was moved to pickup area ready for pickup.12/13/2023 at about 5:00 pm I contact Mountway again and they state that they do not have a shipper at which point I tell them it's been more than 24 hours and I want a refund. Montway connects me to **** a supervisor from their refund department. **** tells me that it's the end of his day at 5 pm however, he initiated the refund since his company was in breach of contract, and I was able to cancel prior to any assignment.. **** also indicated he would contact me in the morning to make sure my refund was processed. I additionally wrote a formal request via email to the refund department to document the fact that I was entitled to a refund and that no shipper was assigned. 12/14/2023 10:00am I receive an email from refund department stating that they verbally called someone to pick up vehicle but never contacted me telling me I won't receive a refund.

  

  Business Response

  Date: 12/18/2023

  Hello ****. Thank you for taking the time to share your experience with us. We sincerely apologize for any inconvenience you have experienced from the carrier. We hold every motor carrier we work with to the highest standards, and this is not what we expect from the carriers that we work with. Normally, per our Terms and Conditions (***********************************************************), a cancellation fee would apply here as Montway's services to assign a carrier to your shipment were complete; however, due to the carelessness of the carrier we have issued you a full refund. We have shared your concerns with our Carrier Compliance team who will work with this carrier and driver to improve services going forward. A refund confirmation email was sent to your email on 12/15/23. If you have any additional comments or concerns, please do not hesitate to reach out to us at ************************************

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21007663
  
  I am rejecting this response because:

  Montway is falsely claiming that they had a right to keep my money when this is not true, and it's a direct violation of their own policy. As stated, in my complaint, they assigned driver, initially who never picked up my vehicle as was contracted with Montway.

  Addditionally the driver never contacted Montway to inform them that he had not picked up my vehicle. Based on ******* Business law, it is called "failure to perform" since Montway was given a deposit in order to do a certain task. In this case, pick up a vehicle at a certain location on a certain date that Montway provided to me.

  Since I was the one that had to contact Montway to inform them the vehicle was not picked up and also to inform them that their driver refused to turn around to pick up said vehicle I immediately qualified for a full refund. No new carrier was assigned!

    Montway requested I give them more time to find another transporter. I agreed to give them another 24 hours, and then I wanted a full refund if a new transporter was not found. Montway agreed. After 30 hours which is 6 hours beyond the 24 hour period I had given them Montway still could not find a transporter. I then requested to be transferred to the refund department and speak to a supervisor. At this point supervisor, **** told me it was the end of the day about 5 o'clock EST and he was ending his shift until 9am next day. **** told me he put the request in for a full refund and that he would followup in the morning to make sure my refund was processed.

  After not hearing back from him the next morning I called Montway refund department to confirm my Cancellation and to find out when my refund would be processed. I was told that it takes 24 to 48 hours for the refund to appear.  I then asked the employee for an email to further document my request for the refund even though I had a verbal confirmation from ****. The representative provided me with an email.

  At this point I formally wrote that I wanted my refund immediately and my lawful reasons why.

  The following morning I got an email from Montway refund department denying my refund falsely claiming that another transporter was assigned. This was another total lie since Montway's policy is to email you if another carrier was dispatched. Not to mention over 30 hours had past and I already made a refund request as per their own policy. Since NO new transport company was assigned, according to their own policy, I can cancel at any time prior to an assignment to a carrier. 

  In conclusion, the only reason why they agreed to a refund was because I was going to contact both the Better Business Bureau, the ******* attorney generals office, and the ************************ to investigate their deceptive tactics. Legitimate businesses are supposed to comply with their own policies, the state law federal law that is applicable to the license of their business. 

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

  

  Business Response

  Date: 12/19/2023

  Hello ****. Thank you for your response. Montways services are to locate a carrier for your shipment. This service was complete as a first carrier was assigned to your shipment on 12/11/2023. Per our Terms and Conditions Section 2b (***********************************************************), Montways services are deemed completed when a Carrier has accepted Customers Order. A carrier accepted your order on 12/11. Unfortunately, this carrier failed to pick up the vehicle. As you stated, after this occurred, our team worked to find you a new driver for your shipment. Our team was negotiating with multiple carriers when the order was cancelled. We strive to provide quick service that meets our customers' schedules, but auto shipping is a very complex industry with many moving parts. We advise all customers that all dates are estimates and we are unable to guarantee any dates or times as changes can occur at any time.

  Unfortunately, Montway has no control over the actions of the driver. As previously stated, a cancellation fee would usually apply here as Montways service to assign a carrier to your shipment were complete. However, as a courtesy, we have issued you a full refund due to the carrier failing to pick up the vehicle after accepting the order. At this time we consider this case closed. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21007663
  
  I am rejecting this response because:

  First of all, as stated in my eloquent response, you do not get to keep a deposit if the services were not rendered. It is simply not your service to assign a carrier and then not follow up to see if the carrier has completed the assigned task. According to ******* business law, which is the state you're operating in, you are in breach of contract and cannot keep a deposit without performing the service that was advertised on the internet. Your improper actions would authorize the Florida State Attorney General to investigate your company. Its also apparent that you believe your company can simply claim immunity by assigning a carrier even if the carrier never complies to your assignment. If that were true I could've found a carrier myself on U-ship without going through your service. What was the point of paying your company for this service?

    Secondly, the only reason why your  company refunded me is because there was no assignment made to pick up the vehicle and knowing your company would be found liable by state and federal agencies. It's your ridiculous defense that simply referring the shipment to a carrier that you are entitled to keep the deposit. Did you even verify the company had the capability to complete the assignment? Of course not.

  Thirdly, as a consumer I never received the services that you advertised. The reason why the Better Business Bureau and the ************************ exist is to prevent fraud, such as the case that happened to me. If you were correct in your assumption that would mean lots of companies can assign fake companies to pick up vehicles and then never pick them up, then claim that their end of the agreement was satisfied keeping millions of dollars fraudlently obtained.

  Fourth point, I could *** your company for damages for the $25 a day storage charge that I was assessed by the dealership because after you gave me a date for pick up of the vehicle it was then made ready for delivery and never picked up. Your company didn't simply give me a phone number to contact a shipper you actually provided me an exact date for pick up. 

  Lastly your own supervisor **** admitted I was entitled to a refund and allegedly had put the paperwork in to provide a refund. It was only after I submitted a written emai requesting the refund that you tried to deprive me of same. If this was not the case supervisor **** would've coincided with your assessment and indicated that I was not entitled to a refund. Obviously, we both know that is not the case and simply another lie to justify improper action on your company's behalf.

   Fifth point, it appears that your company operates using foreign Indian employees who simply do not understand ******** state and interstate business law. In *****************, you are accountable if you are the entity that initiated the action, and therefore accountable to both the consumer and factions of ***************** government. In this case, you gave me an exact date for pick up and never follow through to make sure you're alleged assigned ******* had completed the task. You're incorrect to assume that the consumer is responsible to do your job and find out whether the vehicle was picked up. This is never the case unless the consumer directly contacts a shipping company as stated above.

  In conclusion, I will forward the matter to my congressional representatives, in order to investigate further to find out if your company acts in this manner to other consumers. You did not do me a favor by returning my own money and by not providing a service that you were contracted to provide. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/12/2023

  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.

  Good morning, I hired Montway Auto Transport to ship my car from *********** to ****** **. When the vehicle arrived to it's destination, my father received the car. He told me he put the car in the garage because my car was loaded up with boxes. I knew my car only had a few items in the trunk so I was concerned when he stated this. When I arrived to *******, I checked my car and found that the auto transport company that Montway hired, **** Auto Carrier had been using my car for personal storage. The items seemed to be someone elses clothes, the condition was questionable and I had to clean out my car out of fear of bed bugs. I emailed and called Montway, to which they respond with their " I'm sorry for your troubles" but then no resolution has been offered. I received a nasty text message from someone from **** Auto Carrier. I notified Montway and **** Auto Carrier that the belongings were sent to a donation center after the text message from **** Auto Carrier. No one responded to me. Last night after 10pm I received a text from a person calling herself *******, she said I had her mother's belongings. I am absolutely outraged at the lack of service from both of these companies, and that they have shared my personal information with another individual is unnacceptable. Please let me know if I can provide any other information.

  

  Business Response

  Date: 12/14/2023

  Hello *********. Thank you for your feedback. We are sorry to hear of any inconvenience and understand your concerns here. 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. As part of our services, the customer's contact information must be shared with the carrier to coordinate pickup and delivery. We do not share any personal information with anyone outside of the carrier or any third party, as that violates our company policies. Montway was not the party that shared your contact information with the other individual.
  
  Montway's services are rendered complete once a carrier has been assigned to your shipment. Please see our Terms and Conditions for more information at ***********************************************************. Any possible refund will need to be obtained from the carrier, as you paid the carrier at delivery. Our supervisor, *******, has been in close contact with you and the carrier company to discuss your concerns. If you have any additional comments or concerns, please respond to ********* email or contact us at ***********************************.