Montway Auto Transport often stands out for its positive customer service reviews compared to many car shipping companies. However, as highlighted by Betsy’s experience, this isn’t always the case. While Montway boasts an average customer review score of 4.7 out of 5 stars, Betsy’s encounter fell significantly short, barely reaching a 1-star rating due to a series of frustrating issues that contradicted any expectation of a smooth, guaranteed pickup date and delivery process.
Betsy encountered several problems that underscored a lack of reliability and communication, especially concerning the crucial aspect of a guaranteed pickup date and the subsequent delivery timeline. These frustrations included significant hurdles in reaching Montway representatives, a complete absence of vehicle tracking, inconsistent information from different staff members, and even discomfort with the delivery driver’s COVID-19 safety practices.
One of the primary issues Betsy faced was the sheer difficulty of getting in touch with a live person at Montway. Despite having a direct line to her assigned representative, she consistently found herself navigating automated voicemail systems. “It always went to voicemail,” Betsy stated. Attempts to call the main customer service number were met with extended hold times, and when contact was finally made, promises of callbacks frequently went unfulfilled. This lack of accessible customer service directly impacted her ability to confirm pickup date details and get updates on her vehicle’s transport.
Adding to the frustration was the inability to track her vehicles once they were picked up. Betsy made multiple attempts to ascertain the location of her cars during transit, but Montway’s system seemed incapable of providing real-time updates. “We never got updates, and when we called to demand them, no one knew anything,” she explained. The vague explanations offered by the company, such as a “delayed” first car due to mechanical issues and a second shipment that “hadn’t left yet,” provided little reassurance and undermined any sense of a reliable pickup date guarantee being honored.
The issue of inconsistent information further compounded Betsy’s negative experience. Each time she managed to speak with a Montway representative, she received different answers regarding the estimated delivery time. “Literally every time we called, we got a different answer on when the cars would be delivered,” Betsy recounted. Even on the scheduled day of delivery, inaccurate information was provided, causing further disruption and highlighting a significant disconnect within Montway’s communication system regarding delivery timelines, which are intrinsically linked to the initial pickup date arrangement.
Finally, although less directly related to the pickup date guarantee, the delivery driver’s lack of COVID-19 safety measures added another layer of concern. Betsy expressed feeling unsafe due to the driver’s failure to social distance or wear a mask during the interaction. While not a core aspect of the transport guarantee, it contributed to an overall negative experience with Montway’s service execution.
In conclusion, while Montway Auto Transport aims to provide a dependable car shipping service, Betsy’s experience reveals potential shortcomings in their customer communication, vehicle tracking, and consistency of information. For customers relying on a guaranteed pickup date and a smooth transport process, these issues raise significant concerns about the reliability of Montway’s service and the importance of thorough research when choosing an auto transport company. This experience serves as a reminder that while average reviews can be positive, individual experiences can vary dramatically, especially when the promised “guarantee pickup date” becomes uncertain due to communication and logistical breakdowns.
