Company Response Review Report Review
Extremely poor customer service - Stay Away!!!

Bo Submitted this review about Montway Auto Transport
Review made Live: 8/28/2021 3:46:00 AM
I chose Montway to ship my cars given what appeared to be stellar reviews online. My experience was entirely the opposite of what can be considered good service. Background - I’m moving across country for a new job and needed 2 vehicles shipped to my new work location. 7/28/21 - Booked my 2 cars for shipping from NY to CA. Given the origin location is in a less populated city in Upstate NY, I chose to go with Montway thinking that the best reviewed company will come thru. The first available pickup date was selected for 8/20, and I was informed that the pickup window was from 8/20-24. 7/29 - 8/20 - ZERO communication from Montway regarding my shipping order. I had scheduled my flight to leave on 8/21. So I called several times from 8/18-8/20 to inquire about the status of my pickup and each time was told that “we are working on it” and “don’t worry, we have the largest carrier network”. I ended up leaving my cars at a friend’s house and left Montway with my friend’s contact information. 8/21-25 - I called Montway every day to inquire about my order and each time was told “we are working on it”. I finally got fed up with the completely useless customer service and cancelled my order on 8/25. Immediately after I sent in my cancellation email. I received a call saying that they have found a carrier that will be available for pickup on 8/30. I informed Montway that even if they picked up today and offered to ship my car for free, I would not be willing to work with such an unprofessional company. Perhaps the good reviews online aren’t all fake. But this was my first and last experience with Montway as a company. Their communication was nonexistent and customer service was completely useless. And the only sign that they were working on finding me a carrier was AFTER I sent in my cancellation email.
Shipment Details
Origin:
Plattsburgh, New York
Pickup:
Never
Destination:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1140723
Quote or Order Cost:
$5229

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 9/14/2021 6:20:00 PM
Hello Bo, thank you for sharing your feedback. We're sorry to hear that your experience did not match your expectations. As a broker, our job is to locate a carrier that is able to ship the customers car. We use many resources to find the soonest available that is qualified and properly licensed. And after shipping hundreds of thousands of cars, the typical estimate is one to five days for pickup. As the vast majority of shipments are picked up within this time. But this does not mean pickup dates are guaranteed. And dates can and do get extended depending on a number of factors. Customers can see full details on our website at https://www.montway.com/ship-car-across-country. We provide communication on shipment statuses and what to expect via email. Customers can contact us at any time for further assistance. If customers are looking for expedited shipping options, we would ask that they contact us for a customized quote. If the customer would like to provide additional feedback, we ask that they contact us at feedback@montway.com. Thank you.