Company Response Review Report Review
Made process harder, not easier

NMS Submitted this review about Montway Auto Transport
Review made Live: 12/15/2021 9:51:00 AM
Despite their many excellent reviews and easy access to an agent via live chat on their website, Montway completely failed at 50% of the job I hired them to do. They had to do 2 things: 1. Find and contract with a reliable shipper who could do the job. They did that. The shipper was great and car arrived in good shape. In fact, shipper had to go above and beyond because Montway TOTALLY FAILED at part 2... 2. Make the shipping process smooth for me, the customer. Big fail. When I put in my order, I listed 4 days when the car could NOT be delivered, as I would be across the country for work. When I got the order confirmation, the delivery window listed ...those exact four days...so I got on the website and talked to an agent. I explained again. The agent said, no problem, we will convey that to the shipper, yes, yes, all fine. I got another confirmation with the same delivery window. Chatted to another agent. Got the same answer. And, you guessed it, right in the middle of that window, while I was running a major work event across the country, I got a text from the driver saying he'd be dropping my car off at the location (NOT my house, which the truck could not access) in 6 hours. This was really, really not OK. I had to leave my meeting and frantically track someone down who could take delivery, and in the end it only worked because I gave the driver permission to unload and drive my car some distance to my house, and then had a friend drive him back to his truck. I'm very disappointed, and cannot recommend Montway if you have anything important to convey to the shipper. If you just want them to arrange a shipper and you don't care about the details, and that's worth a 30% surcharge over the shipper, have at it.
Shipment Details
Origin State:
Washington
Pickup:
On Time
Destination State:
Maryland
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1268383
Quote or Order Cost:
$1300

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 12/15/2021 4:07:00 PM
Hello, I'm sorry to hear that the carrier did not meet our quality standards. Montway is a broker and contracts motor carriers to transport the customer's shipment. While we do not transport the vehicle ourselves, we take all measures necessary to reduce the number of unreliable transporters. This is one of the many benefits of working with a broker. We practice thorough vetting processes to ensure carriers have proper insurance and certifications. And continuously monitor carriers to ensure they meet service standards. Upon dispatch, we provide carriers with complete shipment information. It is the responsibility of the carrier to service the shipment per the dispatch they accepted. Feedback such as yours is incredibly important to us. Carriers with poor feedback and low ratings may be removed from our preferred network. I apologize again for the inconvenience and have reached out for more details. I kindly ask that you email us at feedback@montway.com with your shipment information. Thank you. -Rick