Montway sincerely apologies for this customer's experience. We are regretful that you were not provided the 5 star customer service that we are recognized for and that you deserve. We are very sorry that the customer felt the need to travel to the carrier's storage yard to obtain his vehicle. The carrier assigned operates multiple 10-car trailers that are not allowed in specific areas of the city. Therefore the carrier takes vehicles to their storage yard where vehicles can be safely loaded onto smaller trucks to be delivered. We understand the customer's concern for his vehicle, however the storage yard is secured with 24/7 surveillance as well as onsite security. Upon arrival, the customer thoroughly inspected the vehicle in the presence of the carrier and reported no damage. The customer loaded his vehicle himself to his car trailer, paid the carrier (carrier gave the customer a $50 discount), signed the bill of lading and departed. Upon learning of the issues with the carrier, Montway immediately offered the customer a full deposit refund for their inconveniences. We also suspended all future business with the carrier for the associated delays and unprofessional interaction with the customer. The customer initially accepted the refund, however later altered his decision stating that he found damage which he believed was from the vehicle being strapped down with metal chains. Based on the pictures provided by the customer, the vehicle was not in mint condition and pre-existing rust existed throughout the undercarriage. Metal chains are never used to secure vehicles of this particular age because of these common rust factors. Per industry standards, only tire straps were used to secure the vehicle to the trailer. When damages were reported, we promptly provided all the information necessary to file a formal insurance claim with the carrier and offered our assistance in mediating with the trucking company. Montway does its best to ease customers through the claiming process but we cannot dictate or influence the outcome of an insurance claim. We made every attempt to assist the customer, but unfortunately, the lack of evidence was the determining factor in this case. The customer performed a thorough inspection of his vehicle, reported no damages on the bill of lading, to the carrier or to Montway when he came for the car, and lastly industry standards were followed by securing the vehicle with tire straps, not metal chains. Again, Montway apologizes for the inconveniences and would like to let the customer know, our offer of full deposit refund still stands.