Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled my 2021 ******* Elantra (Plate: N62NVP) to be delivered on July 14th with Montway Auto Transport. I received confirmation that it would arrive that day, but no delivery occurred. I was later told it would arrive by 10 PM still, no delivery.I followed all company rules regarding personal items in the vehicle, yet was charged an additional $200 for being overweight. That fee was added at pickup without the car ever being weighed. I complied and paid the extra charge, which was part of the ~$400 I paid upfront.Even after paying that amount, I still owed $750 at drop-off, which I was fully prepared to pay. However, the dispatcher was extremely unprofessional and verbally abusive, calling me stupid, accusing me of being high, and refusing to deliver the vehicle to my mother, who was present at the delivery address.I have phone call recordings, email confirmations, and proof that I followed the companys item placement rules. As of this complaint, my vehicle is still being withheld. I am experiencing serious financial and emotional stress due to Montways handling of this situation.

  

  Business Response

  Date: 07/18/2025

  We apologize for the inconvenience and frustration experienced with the assigned carrier. Our records indicate that this matter has already been reviewed and addressed by a supervisor. Should the customer have any further questions or concerns, we welcome them to contact us directly at ************************************ Thank you.

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23592428
  
  I am rejecting this response because:

  Their response contains factual inaccuracies and omits critical context. Supporting documentation is attached.
  
  Montway stated that my vehicle was delivered on July 16, but was delivered on July 17.

  I received dispatch notifications for multiple carriers (*********** and **********) with estimated pickup dates between July 9 and July 13. Neither of these carriers successfully completed the pickup due to poor communication and scheduling failures, which caused repeated delays.

  I submitted a formal complaint via email on July 12 and received a reply on July 13 promising contact from a manager within ********************************** (screenshot attached).

  Despite multiple notifications and reassignments, I had to manage the issue myself, making calls to the dealership and Montway repeatedly. The transport was not handled efficiently, nor was I kept informed appropriately. A smooth process should not require this level of customer intervention.
  
  

  *********************** standard delivery timeline may have ultimately been met after reassignment, but the experience I endured clearly reflects poor service and internal mismanagement.
  
  

  Sincerely,
  ****** ******

  p was incorrectly scheduled for Sunday, July 13a day the dealership is closed. I was unable to reach Montway by phone and used live chat, where I confirmed the pickup window was still incorrect in their system.I contacted ********** directly to correct the timing. Shortly after, the driver called to confirm the pickup. I informed him of the correct window, and he said he would call me Sunday to see if a Monday pickup was possible.I made four unsuccessful attempts to escalate through Montways phone support and live chat but was never connected to a manager. My vehicle is still awaiting pickup.A detailed account of events was also emailed to ******************************** As a military retiree, I expected better from a ****-affiliated company. I request that a manager contact me directly and issue a partial refund for the delays and service failures.

  

  Business Response

  Date: 07/18/2025

  Thank you for taking the time to share your experience. We understand how important timely communication and coordination are, especially when transporting a new vehicle, and we apologize for the initial scheduling challenges with the assigned carrier.
  
  While we regret the inconvenience caused by the early miscommunications and adjustments, wed like to clarify that your vehicle was successfully picked up on July 14 and delivered on July 16, which falls within Montways standard service timeline estimates for that route. Our records show that after reassignment, the transport was completed promptly and without further delay
  
  We appreciate your service and your trust in working with us. While we understand your disappointment, this matter is considered resolved based on the completed delivery.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was delivered from ********** to ******, ********. The side mirror was damaged. The housing was broken, but was pressed back together to make it look like nothing was wrong while the mirror was totally broken inside. I submitted photos, not estimates because I needed to schedule with the auto body shops. I then was told I was too late. I would never used this carrier. I found out later that they are not a carrier. They are the broker. I would never have used them.

  

  Business Response

  Date: 07/15/2025

  Thank you for your feedback. We regret to hear about the damage to your vehicle and understand how frustrating this situation must be. Customer satisfaction and clear communication are extremely important to us.
  
  To clarify, Montway Auto Transport is a federally licensed and bonded broker, as outlined on our website. We work with a network of vetted carriers to arrange transportation services on behalf of our customers. This is noted during the booking process and in our terms and conditions, available here: ***********************************************************.
  
  According to our records, your vehicle was delivered on June 15, 2025. We received your initial notification regarding the damage on June 23, 2025eight days after delivery. Per our terms, damage claims must be reported within two (2) business days of delivery to initiate a formal claim process.
  
  In addition, our claims team requested supporting documentation to proceed, but as of July 15, 2025, we have not received the necessary information to move forward with your claim.
  
  Despite the time that has passed, we are still available to assist. We encourage you to contact our claims department directly at ********************************* so we can work with you on next steps and provide further guidance.
  
  We appreciate your understanding and the opportunity to address your concerns.

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ****************** to ship My car from ******, ** to ******. Due to their response negligence my car got stolen. I walks believe they are involved in my car hikacking

  

  Business Response

  Date: 07/08/2025

  Thank you for taking the time to share your experience. We take allegations of this nature extremely seriously. However, after a thorough search, we are unable to locate an order in our system based on the details provided in your review.
  
  Its possible that you may have worked with a different organization. We recommend double-checking your booking confirmation or receipt to verify the exact company you used.
  
  If you believe your vehicle was shipped through Montway, please respond with the order details. Including the exact order number associated with the order. And any documentation you were provided. We're here to assist you and investigate the matter further if applicable.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, I paid $1,509 for door-to-door car shipment from *********, ** to *********, **. The contract clearly stated that my car would be picked up on June 25 or 26, and that I would be contacted a day in advance with the exact pickup date.That never happened. I heard nothing from the company until I called them myself on June 25. They told me they were "working on it," and later assigned a driver for June 27 which was already a breach of contract. Only after I raised the issue and expressed my frustration did they suddenly manage to find a driver to pick up the car through ********************************* on June 25, as originally promised. But it didnt end there. Despite paying for door-to-door service, I was forced to drive my car 10 miles to ********** for pickup a clear violation of the agreement.Then, when the car arrived in **********, the driver refused to deliver it to my address unless I paid for his **** ride back to the truck. This demand was completely unreasonable, unprofessional, and nowhere in the terms of the contract.The company did not fulfill the service I paid for neither in timing nor delivery and failed to honor the legally binding terms of our agreement. To make matters worse, both the driver and company representatives were rude, dismissive, and shockingly unprofessional. This was, without question, one of the most disrespectful customer service experiences Ive ever encountered.This company's conduct is not only unacceptable it's unethical. They should not be allowed to operate in the **** I intend to file a formal complaint with the ************************, and will pursue every available regulatory channel to report this blatant misconduct.

  

  Business Response

  Date: 07/08/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration caused during your shipment.
  
  Montway is committed to providing a professional and transparent auto transport service. While we strive to meet requested pickup and delivery windows, all dates provided are estimates and not guaranteed, as noted in our Terms and Conditions (***********************************************************). Carrier availability, route logistics, and unforeseen delays can affect scheduling, though we understand how disappointing it can be when expectations are not met.
  
  Regarding door-to-door service, our policy allows for pickup and delivery as close as safely and legally possible to the specified addresses. However, if access is restricted due to narrow streets, low-hanging branches, or local regulations, alternate nearby locations may be required.
  
  As indicated, this information was disclosed to you prior to and at the time of booking. As such, we would be unable to offer any form of compensation. As you have agreed to our terms by booking an order with us. If you have any other questions or concerns, please do not hesitate to contact our support.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23529164
  
  I am rejecting this response because:

  I accept Montways July 1, 2025, $324 refund offer for Order #*******, expected by July 14, 2025, but reject their response as it fails to address my complaint with a vague sorry for the inconvenience and no admission of their violations of their own policies (******************************). Im holding them accountable for breaching their terms by charging $2,389 on June 16, before my June 18 cancellation and June 20 Pasha confirmation, with no pre-cancellation carrier notification as required; non-disclosure of $75 Pasha fee (**************************); excessive $324 fee; disregard for my military status disclosed in emails and calls; deceptive ships booked claim; and transcript refusal. Their services deemed rendered claim is baseless, and its insulting they think Im weak enough to accept itif the tables were turned, theyd enforce their policies and explain to me exactly what Im explaining to them.

  Their refund is an admission of guilt forced by my evidence and resolve as a Navy vet with 18+ years during a PCS under HUMS orders for my fathers cancer, not goodwill. Their lack of accountability is shameful.

  I demand an apology submitted directly to this BBB portal by July 21, 2025, explicitly citing their failure to provide pre-cancellation carrier notification, or Ill escalate via FTC and share my story with ************** and Stars and Stripes. This complaint remains open.

  
  Sincerely,
  
  ***** *******

  N email from *** after pursuing the refund, and no $75 invoice exists. Their all ships booked lie was deceptive in a call; they refuse transcripts. Refund $324. They knew from the start I was a military member on *** orders, as I clearly stated during initial outreach to ********, in a recorded call and in multiple emails, yet they ignored this throughout, violating their own policy. Its not my job to repeat myself at every stepMontway boasts shipping 250k vehicles yearly with excellent customer service, so they shouldve honored my status without prompting. Their Terms contradict the military policy by charging prematurely, a breach worsened by their 6/12/25 promise of notification they never fulfilled. The withheld 6/16/25 Pasha Confirmation and no $75 invoice prove deceit, while their transcript refusal hides the all ships lie. My Navy orders, now funding this move, demand a refund under federal protections (FTC Act, Section 5), ending this unjust overcharge.

  

  Business Response

  Date: 07/08/2025

  Hello, we have received your message. We appreciate your feedback and are sorry to learn of the inconvenience. It looks like this issue has already been resolved and a refund was issued. If you have any other questions or concerns, please do not hesitate to contact our support. Thank you.

  

  Business Response

  Date: 07/15/2025

  Thank you for your feedback. Ive reviewed your order in detail, and I want to extend my sincere apologies for the inconvenience and any confusion experienced throughout the process. We understand that vehicle shippingparticularly overseasis not an everyday occurrence for most, and it can involve many moving parts.
  
  The ocean carrier for your shipment was dispatched on June 16, 2025, and you received confirmation of that dispatch. We received your cancellation request on June 17, 2025. As such, our cancellation policyoutlined both on our website (***********************************************************) and in the documentation sent via emailwent into effect at that time. The documents you attached to this complaint also outline these terms and the timeline of events.
  
  The cancellation fee of $324 is in line with our stated policy. Per our terms:
  Customer agrees to pay a minimum of two hundred and forty-nine dollars ($249.00) in cancellation fees as Montways services have been rendered at that point. Customer understands and accepts that the Customer may be subject to additional cancellation fees including but not limited to a dry run fee imposed by a Carrier and other vendors contracted to fulfill Customers Order.
  
  This fee included *********************** $249 administrative charge as well as an additional cancellation fee assessed by the ocean carrier, in accordance with their own policies.
  
  While we maintain that the cancellation fee was valid under our terms, we extended a $324 refund as a goodwill gesture, reflecting our commitment to customer service and understanding of the complexity involved in international auto transport.
  
  Again, we regret the frustration this situation has caused and appreciate the opportunity to address your concerns. At this time, we consider this matter resolved, thank you.
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23529164
  
  I accept Montways July 1, 2025, $324 refund for Order #*******, due today, July 15, 2025, but reject their response as it fails to admit they broke their own rules (******************************) with a weak sorry for the inconvenience. They claim I canceled on June 17, but it was June 18 (Hawaii time zone difference), and either way, it was before I got the Pasha JA519E confirmation on June 20. Their terms require an email confirming a carrier, like JA519E, before charging $2,389 (June 16) or applying a $324 fee ($249 base + $75 Pasha). No confirmation came before I canceledJune 12, 13, 16, 18 emails only had a booking number (******). Their services deemed rendered claim is ********, and the JA519Es late arrival proves its illegal under *** rules and wouldnt hold up in court. Montway doesnt get to decide when services are deemed renderedthey arent the final say. Their written policies, which must comply with *** regulations, are the authority, and they violated them. If theyve been operating like this, theyre either ignorant or taking advantage of consumers ignorance. Its frustrating as h*** getting replies from a company like this who think they can bully me. The $324 refund is them admitting guilt, not goodwill. Its insulting they think Id eat their weak excuseif roles were reversed, theyd demand I explain what Im telling them. Theyd lose immediately in court. I demand an apology in this BBB portal by July 22, 2025, admitting they failed to send the JA519E confirmation before my cancellation, or Ill escalate to the *** and tell ************** and Stars and Stripes. This complaint stays open.

  
  Sincerely,
  
  ***** *******