Shipping a car across the country should bring peace of mind—not headaches. But sometimes, things go wrong. One of the biggest concerns customers face in the auto transport industry is damage to their vehicle and the runaround that can follow when trying to get it resolved.
Recently, a customer shared an experience with Montway Auto Transport where the roof of their truck was damaged by the carrier Montway assigned. Even after four days of back-and-forth, the carrier and broker were still stalling on taking responsibility. Unfortunately, stories like this are more common than most people realize.
So what can you do if this happens to you? And how can you avoid this situation altogether?
When your vehicle is delivered, do a thorough inspection before signing off on the Bill of Lading (BOL). If you notice any new damage:
Take time-stamped photos and videos from multiple angles.
Make sure the BOL reflects the damage in writing.
Keep copies of all pickup and delivery paperwork.
Documentation is the number one tool you have to protect yourself.
Most people don’t realize that brokers like Montway don’t actually move your car. They assign your order to a carrier. That carrier is required to carry cargo insurance, which should cover damages.
To file a claim:
Request the carrier’s insurance certificate from the broker.
File a formal claim in writing with the carrier’s insurer.
Keep records of every email and call—don’t rely on verbal promises.
If the carrier or broker starts giving you the runaround:
Escalate through the broker’s customer service. They’re responsible for ensuring their carriers are insured and responsive.
File a complaint with the Federal Motor Carrier Safety Administration (FMCSA). This gets regulators involved and creates a public record of the issue.
Check your personal auto insurance policy—some comprehensive policies cover transport damages.
If weeks go by with no progress, it may be time to involve a lawyer. The right type of lawyer depends on the size of your claim:
Transportation or property damage attorney – for larger claims and insurance disputes.
Small claims court – if the damage is under your state’s small claims limit, this can be faster and cheaper.
Contract law attorney – if the broker or carrier is flat-out refusing to honor their obligations.
Large brokers like Montway handle thousands of orders every day. Because they don’t own trucks, they pass your car to a random carrier, which may or may not have a strong track record. If something goes wrong, customers can end up stuck between the broker and carrier, each pointing fingers at the other.
At Bigfella Auto Express, we built our process specifically to prevent this kind of nightmare:
We work only with vetted, top-rated carriers.
Customers receive real-time GPS tracking so you’re never in the dark.
We offer a price-lock guarantee—no hidden surprises.
Most importantly, if something does happen, we don’t leave you stranded. We stay in the loop until the issue is resolved.
Your vehicle is more than just a car—it’s an investment, a livelihood, and a part of your life. You deserve a transport partner who takes that seriously.
If your car gets damaged during transport, don’t panic. Take control by documenting everything, filing a claim immediately, and escalating if you hit roadblocks. And next time you ship, choose a company that puts customers first.
At Bigfella Auto Express, we believe in transparency, accountability, and protection. We don’t just move cars—we move them the right way.
📞 Need a trusted quote today? Call us at (346) 536-8700 or visit www.bigfellaautoexpress.com.