At first glance, Montway communicates a lot with customers. We received dozens of emails and had to confirm every individual detail of our booking. However, the company didn’t step in when our assigned carrier failed to show up for our pickup. We had to call Montway to find out what was going on and to request a new carrier.
Because Montway is a broker—meaning they contract with third parties to pick up, transport, and deliver your vehicle—the company doesn’t have much control over what happens after a carrier is assigned.
That said, we would have appreciated a proactive heads-up from Montway and reassurance that the company was working on a solution. Plus, if we’d been in a hurry or unavailable outside of our initial pickup window, this would have thrown a huge wrench in our moving plans.
We did get a replacement carrier, but their truck broke down a few miles from the pickup point, and the driver asked the Sundbloms’ family for a ride to an auto parts store. This ate up even more time. Again, while Montway doesn’t manage individual auto transporters, we found its selected carriers disappointing. We’d like to know that Montway is more rigorous in vetting its carriers.