Company Response Review Report Review
AWFUL

Josie Submitted this review about Montway Auto Transport
Review made Live: 5/30/2023 2:22:00 PM
Avoid this place! They will scam you on deadlines, not be upfront with policies or when they will be picking up the car and then try to talk their way out of it. There is a reason they have their Google reviews turned off. If you dig, you'll find the real reviews and how they offer deals for you not to talk about your experience. BEWARE and do your research before choosing them. Keep in mind we booked almost THREE months in advance and were charged almost right away! For us they "guaranteed" it would be picked up within the 1-5 day window. When we still hadn't been scheduled we started calling. We kept being assured they would call us before time was up. The day AFTER 5 day window we called again and they told us, "well some times it takes longer." Then telling us they couldn't give us a date they can assure the car getting picked up. We're military and TDY enroute to our PCS location. So we do not have time to hope the car gets picked up. After talking with a customer service manager that assured us he would do every thing and use his connections to help us out. Told us he would call the next day with an update. Never heard back. So I called again the next day and he said he had nothing. NOTHING to offer. No update. I asked how we could cancel and was told to cancel we have to email and explain. So with that information my husband and I took the weekend to weigh our options on what we can do and if we need to just sell my car based on the hassle they have given us. Before I could call Tuesday, a week after the pick up deadlines, I get an email saying it's canceled and we are only receiving $2640.00 out of the $2890.00 we paid because THEY had assigned half of the carrier on their own. The LAST part of the shipment which is the boat to Hawaii without even having a carrier for the FIRST HALF. So they said the charge wasn't from them but fro. The other side. It doesn't make sense. They should not have schedule it without having everything in place. I explained we never sent the cancellation email and this was not supposed to go through. Keep in mind this was never told to us either that we would be charged of they booked one half of it already. This is ALL faults on their end. I've been told I'd be called back in 2-5, 5-10, or 10-20 minutes each time dealing with someone and it ends up being almost an hour or so before I end up calling back myself. Currently waiting on a call back again from someone that was supposed to be 2 minutes. It's absolutely absurd. It's borderline a scam
Shipment Details
Origin State:
Alabama
Pickup:
Never
Destination State:
Hawaii
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
2839
Quote or Order Cost:
$2839

Company Response
Montway from Montway Auto Transport Submitted this response.
Response Date: 5/31/2023 7:21:00 PM
Hi Josie. Thank you for contacting us. I am sorry for any inconvenience you have experienced and would like to address your concerns. You mentioned that we have our Google Reviews turned off and this is not true. We have over 11k Google reviews, both positive and negative, with an overall 4.7 rating. We strive to address as many reviews as we can, good or bad, and encourage all customers to share their experiences with Montway. The order you booked was an Oceanic Shipping order and we provided you with estimated dates. For ground shipping, we begin working on shipments around a week prior to the requested dates. However, we are limited to industry logistics as carrier routes and timing change daily. Most carriers do not finalize their shipments until much closer to the actual transit dates. We are unable to guarantee any dates for Ocean Shipping and this information is communicated in both our quote and booking emails. At the time of cancellation, your shipment was already booked on a cargo ship to HI- therefore a cancellation fee was applied here. Our cancellation policies are outlined on our website, as well as the booking email you received. Again, I apologize for any inconvenience. If you have any additional questions or concerns, I invite you to contact us at feedback@montway.com. - Emily H.