Company Response Review Report Review
Car Arrived Filthy - NOT clear on hard-side vs. soft-size "enclosed" transport!

Christian Submitted this review about Montway Auto Transport
Review made Live: 4/6/2015 2:08:00 PM
First of all, I always give the benefit of the doubt to any service, product or company involved with a consumer interaction. I start with "5 stars" and deduct downward from there. So if I hammer someone or something, it is well-deserved.

I'm going to hammer Montway here. First, at NO time was there a clarification of what is a soft-side vs. hard-side "enclosed" trailer. I paid 1100 for the transport of a new Maserati from PA to Dallas, TX, about 1550 miles. This was much cheaper than anyone else, and now I know why. This "enclosed" trailer was basically an open carrier with a flimsy roof over the top, with essentially DRAWN CURTAINS down the side, and a domed end-cap on the rear end of the trailer. NOT air-tight, NOT weather-proof, and the car was absolutely filthy as it was unloaded. It might as well have been on an open carrier. It was essentially only protected from ice/hail and that's it. It looked like it had been rained on for a week straight, and was so dusty and almost muddy.

But further to my dismay and frustration, it seems as if the DRIVER WINDOW had been left down, and there was rain spots and dirty spots on the INSIDE of the car on the door, armrest and driver seat. I couldn't believe it. It was a complete WASTE of money to have my car fully detailed inside and out before transport. Had I known this was for basically a rolling car-port with some curtains, I would have asked for an air-tight soft-side transport trailer. Like I said, it might as have been a flat-bed.

Even with a hard-side, I know that air and dust can get into the trailer interior, but I was anticipating just using a dust-mop to dust it off, and then go from there....not having to go get it completely re-detailed inside and out again, which was about $150 extra at the dealership. The driver sensed my irritation and gave me $50 to get it cleaned again, but this doesn't cover a complete detail. I just wish I would have known, and I either wouldn't have gotten the detail on the dealer end in PA, or I would have wanted the car in an AIR-TIGHT enclosed trailer after the dealer detail.

If there was a way to give 0 stars, I would. Communication was terrible. Also, there is no way to live-track your car as it's on the way to you....but I guess these things are why this mode was so cheap. Deceiving price and service level, and the car arrived filthy, albeit not damaged. That's the only reason I didn't give the lowest rating possible. If the car had been damaged, I would have raised serious hell.

In service level choices for the consumer, and the clear outline of those service levels, it SHOULD be:
Service Level 1 - Open carrier
Service Level 2 - COVERED SOFT-SIDE carrier
Service Level 3 - Enclosed (Air-Tight) HARD-SIDE carrier

NOT saying "enclosed" for both 2 and 3. There's a BIG difference between the two, and this was unclear and deceptive.

I would not recommend using Montway for these reasons.
Shipment Details
Origin State:
Pennsylvania
Pickup:
On Time
Destination State:
Texas
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
170022
Quote or Order Cost:
$1100

Car Condition
  • Vehicle was dirty
Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 5/8/2015 5:58:00 PM
Christian Gamar, We are very happy to hear that the vehicle was delivered so quickly. And we are glad that the vehicle was delivered IN EXCELLENT CONDITION with NO DAMAGES at all, as you stated yourself. Montway stands by its services and will go above and beyond to assist customers if there are any issues. Clearly in this reported case, the vehicle was delivered fast and safe. Please note that our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. Our goal is to transport your vehicle, never to inconvenience our customers in any way. Phone calls are on a recorded line so we did confirm that you DID NOT ask for an exclusive hardside enclosed trailer service but only the general enclosed trailer service, which consists of a soft-side or hard-side trailer. The carrier used for the transport is one of the best enclosed carriers as they ship sports and show cars for us and other dealers. Never we have had any issue with them or the service they provide. It is great to know that the vehicle was delivered without any damage whatsoever, and that is just how we expect the job be done always. The drivers are extremely experienced in handling low clearance vehicles. As soon as we found this complaint we contacted you to offer you our help. As we confirmed from the pictures you provided us there was NO dirt or filth on the vehicle whatsoever, but very light dust that could be easily dusted off and is normal during travel conditions and loading and unloading. Nevertheless, we asked for a receipt for the cleaning service you mention in the complaint, and you were not able to provide one, as we suspect you did not use any such service. We offered you fare compensation even when you failed to provide any proof of lesser quality service, however you refused as you demanded outrageous amount for a stated bill that did not even exist. We care about our customers and believe in fairness. We did our best to provide you with a top notch service, which was confirm from the pictures you sent us. We are glad the vehicle was delivered safe and sound to you as we take pride in the quality of our work. And we are sorry to hear that you are still unhappy. Nothing within our process is hidden, that is how we demonstrate integrity. That is how we became one of the largest auto transporters in the United States. We ship more than 6000 cars a month and have a have a network of over 13,000 carriers. Montway is 100% dedicated to the customer and our service and care is unmatched!