Company Response Review Report Review
Unethical company - Do not book with them

Kimberly Keesler Submitted this review about Montway Auto Transport
Review made Live: 12/16/2023 2:01:00 PM
I placed an order with Montway on Nov 6th for a pick up the week of Dec 11th - 15th 2023. I was told they could not tell me which day the car would be picked up, but 90% of the time it would be picked up within the first two days, and they guaranteed 100% pick up by the last day, Dec 15th. On Friday, Dec 8th, I was told they would be there on Monday, but no driver showed up. and when I called I was told they'd be there the next day. For 5 days not only did they never show up, I would call twice a day to ask for status, and was told "they'd be there that day". On the last day I was told they were pushing out the pick up a week (a week after I was moving). I called to cancel my order and was told they would not refund me, because the money went to "customer service" to arrange a pickup - a pick up that never happened. This company owes me $250 that I will fight to get, because they could not deliver the service in the time frame they promised. I ended up calling SGT Auto who came within an HOUR of me calling. I think Montway could not find a driver for my pickup but wanted to keep the order, so they kept lying to me saying it was a "mechanical issue" that was delaying the driver. Do NOT use this company, they will take your order and it could be a month later that they pick up the car and if you try to cancel they will keep your money. I am going to the BBB to file a formal complaint against this company, as I have multiple text and phone calls in trying to get updates and I was told over and over again "they are on their way to pick up". Do not use this company - stay away.
Shipment Details
Origin State:
New York
Pickup:
Never
Destination State:
Arizona
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
2018431
Quote or Order Cost:
$1300

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 12/18/2023 8:30:00 PM
Hello Kimberly. 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. Due to the complex nature of auto logistics, we are unable to guarantee any specific dates for our flex shipping options. All dates provided are estimates and are subject to change at a moment's notice due to weather, traffic, and other various factors. Multiple options were presented to you prior to you cancelling your order, and you were informed at booking that dates are estimated. At the time of cancellation, a carrier had already been assigned to your shipment. Per our Terms and Conditions (https://www.montway.com/terms-and-conditions), a cancellation fee applies if the order is cancelled after a carrier is assigned, as Montway's services to assign a carrier has been rendered. We provide complete shipping details on our website at https://www.montway.com. 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. If you have any additional comments or concerns, we invite you to contact us at feedback@montway.com.