ComplaintsforMercury Auto Transport LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to use this company to transport a boat from ******* to ** they told me they needed a deposit from me to secure the transportation. They failed to pick it up the boat on the original scheduled date and on a subsequent dates as well. They could not provide me with a drives name or numbers to contact at that point I told them didn't want the service and please return my deposit. Since I requested my deposit back I have not heard anything from them and before they had been responsive continuing to tell me that eventually the drive would pick my boat up

  

  Business response

  03/26/2024

  Hi ******, We already refunded you earlier today. It was done right after you spoke with our customer service Rep **** a few hours ago so we are unsure why you are also requesting a refund here as well even though it was already completed.

  I do apologize if the refund was not processed quickly enough for you, but we are a small company and only have one person that issues all refunds so sometimes they take time to get processed, but are usually done the same day. 

  Please make sure to double check your email and possibly your spam folder for information from us about your refund.
  If you have any more questions or concerns please let me know and I will do my best to answer them for you. 

  ***** - Administrative Director 
  ***********************************
  ********************
  
  

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  What a dreadful experience with Mercury Auto Transport and their transport specialist, ************. I give them a rating of 1 out of 5, and even that feels too generous. While the receptionist may seem kind and friendly, don't be fooled. If you're unfortunate enough to be assigned to ************, I strongly advise you to seek services elsewhere.First and foremost, ************'s behavior was appalling. He blatantly lied to me just to secure his commission. His deceptive tactics and lack of integrity are utterly disgraceful. Not only did he provide false information, but he also had the audacity to speak rudely to me during our interactions.What's even worse is that ************ threatened me, explicitly stating that he would sabotage my bid in the system with truckers if I dared to take my business elsewhere. This level of unprofessionalism and coercion is completely unacceptable and has been reported.

  

  Business response

  03/19/2024

  Hi *****, 
  
   I'm sorry to hear that your experience with Mercury didn't go as you expected. Your input and the feedback of all of our customers is important to us. I want to apologize for the completely unprofessional way in which your agent spoke with you and handled your transport. I will be speaking directly with *** today and make sure that he gets retrained on how to properly speak with and communicate with all of our customers as well as to discuss the issues you experienced with him to ensure that situations like this do not arise in the future.
  
  I do appreciate you bringing this interaction to our attention so that it could be properly addressed and If you would like to discuss this further please do not hesitate to contact me. I would be happy to assist in any way I can.
  
  ***** - Administrative Director 
  ***********************************
  ******************** 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Agreed with company to transport 2 motorcycles . Contract reviewed and signed on March 1, 2024, with initial payment of $280 as first payment/ deposit required for shipping purposes by carrier.Received text on 3/4 , with necessary information to forward wire transfer of $280. Completed bank transaction, but was notified that carriers bank did not accept transfer as to incorrect carrier/ shipping name.************************** spokesperson, reached out 3/5 to wire transfer payment again with corrected information, which was approved by ***** as everything was correct. 3/7 ***** again said wire transfer was not accepted, and requested ********** another transfer , as he saw again their bank refusing payment.Informed him bank account shows payment accepted, no reversal noted. As we spoke on phone , he insisted,and ended up disconnecting our phone call. 3/7 we sent text stating our bank had clearly indicated wire transfer had posted. 3/8/24 Confirmed with bank, payment has been posted , and no issues with reversal. I once again reached out texted that payment went through and to contact me.. No response or phone call received.

  

  Business response

  03/08/2024

  Hi ****,

  I am sorry to hear about your recent experience, However we must let you know that this interaction was NOT with our company. Not only do we not even have your name, phone number or email on file in our systems, but we do NOT collect payments via Wire Transfers.

  
  Unfortunately there have been numerous complaints regarding this "*****" last name "*****" as we have come to learn (though we are still unsure how legitimate the name is) from many individuals that have been scammed by him that have reached out to us. He uses an email address just similar enough to ours to fool customers into believing he is a part of our company when in fact his email is fake and he immediately has been known to change his number and disconnect his email once he scams an individual. Unfortunately we are not the only company he is doing this to. 

  We have been working tirelessly to get this resolved so that this individual can be caught. We have filed complaints with the **** and FMCSA, as well as our national shipping board commonly known as Central Dispatch, and we strongly urge you to report the incident/exchange you have with this individual to ************************************;
  I am sorry that this situation has happened to you, but since it was not us that took that money from you we recommend that you file a dispute with your bank and report the transaction as fraudulent so that you can recuperate your money from this scammer as quickly as possible. 

  If you have any other questions or need any more information please do not hesitate to reach out to us, we would be happy to do what we can to assist you with this matter. 
  
  ************** - Administrative Director
  ******************** 
  ***********************************

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year on October 1st my gf and myself moved from ** to ME. We live in a travel trailer camper and hired Mercury Auto Transport to handle the logistics of transporting it to *****. Apparently, they hired a 3rd party company - SB Club LLC (info on attachment) Dispatch. The driver named **** arrived and did an inspection check previous to attaching the trailer to his Dodge pickup and there were no damages as listed by the driver on his tablet (see pic of his tablet). The following day we received a call and text from the driver stating he had two flats on both tires of the trailer (see attachments). The tires were relatively new and in good condition so this was peculiar. We had to pay an extra couple hundred out of pocket to have him get them replaced. Upon delivering the trailer to our destination, ****, dropped it off where requested. We didn't arrive until a day later but when we saw the trailer we immediately knew he had hit something on the right side of the trailer and damaged the wheel well and also put a hole straight through our floor which also damaged the interior floor itself. He never told us this. He lied and saw the tires just popped. Upon reaching out to **** we could not get a reply so we reached out to ***********************, the company we originally went through who setup the deal. ***** essentially shrugged us off and told us he was not responsible for damages and to reach out to ****. I have the *** number, info, and addresses of both of these companies on my attached files and images. I have ************* that document everything. We have now had to go thru almost an entire winter in ***** with a hole in our floor. We've tried reaching out to everyone involved for months to no avail. At this point if some type of reconciliation cannot be offered we have no choice than to file a civil suit against both parties. Insurance will not cover the trailer damage because it was a 3rd party. We don't want to go this route and would prefer some type of refund

  

  Business response

  03/11/2024

  Hi *****, 
  
  I am sorry to hear that your vehicle sustained damage during its transport, and I completely understand your frustration with the carrier for not responding to your inquiries regarding your claim of damages. It is frustrating for us as well that they are not being cooperative and it has definitely impacted any possibility of us working with them in the future.
  
  From the images you provided it doesn't look as though you spoke with our damage claim representative. His name is ****, and he is the most knowledgeable one at our company regarding situations such as this. I am going to provide him with your information so that he can reach out to you and better assist you with a possible claim from this point forward instead of *****. I apologize that your agent ***** did not put you in touch with *************** and I will definitely be speaking with him regarding that misstep in this process as this should have never gotten this far without that happening.
  
  I know that **** will do everything in his power to help you get your claim process moving forward so that your vehicle can finally get your vehicle fixed. 
  
  In the meantime I have gone ahead and issued you a refund of your deposit with us, I understand that it's not much but it is all the money that our company actually made from this shipment and we hope that it in some way helps you. You should be receiving an email from us shortly letting you know that the refund of your deposit has been processed.
  
  If you have any other questions for us please let me know I will do what I can to assist you. 
  
  ***** - Administrative Director 
  ********************  
  ***********************************
  
  

  Customer response

  03/14/2024

  The company is issuing me $100 out of the $1700 spent on logistics of my trailer and denying responsibility even though they hired the company. So, I would like this complaint submitted but I am not going to accept or reject due to the fact that the undeelying issue still remains and were right back where we started having to **** the other company down and take them to civil claims court. That was Mercury Autos stance on the matter. They are rejecting fault and it's ridiculous. We didn't know they were contracting out to another company. We chose them, not the company they hired. They have numerous complaints on here that are fairly new. That says something. They need to be held liable in some fashion or form.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was quoted $990 to transport my car and when it came close to the pick-up date, the agent reached out to me with someone to do it for $1250. Because it was so close to the scheduled pick-up date, I felt pressured to pay the extra. Well, my car was picked up two days late from the day I was told it was going to be picked up. This resulted in me having to call off work. Then after my car was picked up, it was not delivered until 5 days after I was told it would be. This also resulted in me losing job opportunities due to having no transportation. The shipping truck broke down but I was not told that it was until I reached out the night before my car was supposed to be delivered. No one contacted me and I had to keep reaching out to everyone, sometimes with no response. Then, my agent told me that if the driver didn't reduce the amount I had to pay due to the inconvenience, I should let him know and he would try to talk to customer service. Well, when I told him that I had to pay full price, he told me there was not much he could do and that I had to contact the fulfillment center. Well, I tried to do that and they keep ignoring me.

  

  Business response

  01/29/2024

  Hi *********, 
  
  First, I would like to thank you for your feedback on our company as we are always looking at how we can improve, and I appreciate you reaching out and giving us the opportunity to address everything you have mentioned.
  
   While we do try to get you the best possible carrier and price within your route and date combination and it does not always go our way. In this case it did not and I am sorry for that inconvenience. With the constant changing prices in gas and the demand of some routes over others across the country it can be difficult to locate a carrier for a specific price. This is why we try our best to make sure all of our customers know the prices we provide are just estimated prices based on what we believe will get the job done. It is actually the carriers themselves that set the final prices. As the broker, If a carrier makes an offer on a shipment it is our job to communicate that to you. Sometimes, the offers can be lower as well as higher but they are usually close to your original estimate. We only pass that offer/information on to you and you make the final decision. You do not have to accept any one particular offer. If the dates and or rate does not fit your needs we simply let those drivers know and keep looking for the next carrier that works better for you. I apologize if you felt pressured to accept an offer you did not want. We would never force a carrier and their shipment offer/services on you if you did not want to use them. 
  
  I am also sorry to hear that your carrier was behind schedule with your pick up and delivery. While we do our best to make sure all of our carriers pick up and deliver on time, unfortunately since this is the transport industry there are sometimes circumstances outside the realms of our control or the drivers that can possibly cause delays to happen. Things like weather, construction, a breakdown, a driver reaching their hours cap and required by law to stop and rest, or the vehicles scheduled to be picked up and/or dropped off before yours may have taken longer than anticipated causing the remaining pickups and deliveries to fall behind. While these situations don't occur every single time, they can happen and that is why we do our best to explain through our calls, texts, and emails, as well as stated in our contracts and on our website that all of the dates we provide are simply estimates and not guaranteed dates. I apologize if all of this was not better explained to you by your agent during your booking process. 
  
  We sincerely apologize for all of the stress this transport has caused you and for your troubles we have issued you a refund of the deposit you paid to us. Please look out for an email from us regarding your refund.
  
  If you have any other questions or concerns please do not hesitate to contact me and let me know. It would be my pleasure to assist you.
  
  ***** - Administrative Director
  ***********************************
  ********************
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As part of a military PCS move, we were quoted $2,760 to ship two vehicles from ******** to ********** but charged $2,870, an overcharge of $110. We have repeatedly requested a refund in writing via email and received no response. We made a payment of $480 by credit card and $2,390 by venmo. In addition, we had to pay our own insurance company to have the (as stated in the agreement) inoperable **** **** Mustang towed for the pickup driver who arrived with no ability to pick up the car.

  

  Business response

  12/30/2023

  Hi ********, 

   I am sorry to hear that your recent experience with us did not go well. Our agents do try their best to give all of their customers quotes that are as accurate as possible. Our quotes are estimated prices based on what vehicles are currently being shipped and are of similar size and type as well as traveling similar routes to yours. Because we are a broker we do not set the final pricing. We simply do the best we can to have our customers' vehicles be enticing enough for a carrier to want to ship. Once a carrier locates a vehicle of ours on the national board they can contact us with a price offer for shipping any vehicle of ours.

   If a carrier makes an offer on a shipment it is our job to communicate that to you. Sometimes, the offers can be lower as well as higher but they are usually close to your original estimate. As the broker we only pass that offer/information on to you and you make the final decision. You do not have to accept any one particular offer. If the dates and/or rate does not fit your needs we simply let those drivers know and keep looking for the next carrier that works better for you. This is something we work very hard to explain to every customer via email, website and phone.
  
  I apologize if this process was not something that was properly communicated to you by your agent and I appreciate your bringing this to my attention. I will be speaking with all our agents today to ensure that they are properly explaining to all of our customers how our quote system and the transport industry operates so that we can avoid situations like this in the future. 
  
  Since our quotes are merely estimates and never guarantees offering refunds is really not something we do as we never promise that the final price won't differ from your original quote, however as a courtesy for your poor experience we want to do what we can do make this right for you. Since the card on file for your order was expired we could not issue a refund back to that card, however we have mailed you a check for your refund to the address we had on file for you. You should receive it soon so please be on the lookout for it in the mail. 
  
  If you have any other comments or concerns please do not hesitate to contact me it would be my pleasure to assist you further.
  
  ***** - Operations Manager 
  ******************** 
  ***********************************

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worst experience ever. I paid to have a vehicle and a boat delivered to a house in *******. I wanted them shipped together for convenience. **** assured me this wouldnt be a problem. I sent the dimensions of the boat and make and model of the car. They showed up with a car trailer that had a width of 7.5ft wide. The boat trailer was 8.5 ft. They could not take the boat. And damaged it in the process. I then told them if they couldnt take both at the same time I want this canceled. The driver left my car and boat. And **** kept my 450 deposited. He was very hostile over the phone as if this was my problem him and his drivers are not competent and couldnt read the measurements that were sent. Worst experience ever

  

  Business response

  12/12/2023

  Hi ****, 
  
  I am sorry that we were unsuccessful in our attempts to get your vehicle and boat shipped together. Since we were unable to complete this transport for you I have gone ahead and issued you a full refund of your deposit with us. You should receive an email confirmation from us regarding your refund. Thank you for bringing this to our attention so that it could be addressed. 
  
  If you need anything else please do not hesitate to contact me. It would be my pleasure to assist you further. 
  
  ***** - Administrative Director
  ******************** 
  ***********************************
  
  

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Mercury to have our car moved cross country and asked to make sure that the carrier would be able to provide the weight of the truck with and without our car on it (a requirement of my employer to reimburse). I was promised by the representative that the carrier would provide this. Upon receiving the car no weights were provided and the driver had no clue that this had been requested. I contacted the original representative who said that this was never promised ( I have the email from her) and that Mercury was not responsible for that. Her supervisor echoed the same message and has tried to push us to drop the issue. We have since had to pay out of pocket to get the car weighed so that we can be reimbursed.

  

  Business response

  12/04/2023

  Hi *******, I am sorry to hear that your recent experience with us did not go well. I do know that your agent did speak with the carrier about your special request prior to your vehicle being delivered and she was told by them that they would be able to get you what you needed. I am not sure what happened after she spoke with them or why they were unable to provide you the information you needed for your shipment to get reimbursed, but I apologize for that breakdown in communication. I have gone ahead and refunded your deposit with us and I hope that this helps ease the burden for you of having to pay out of pocket for your special service request. 
  
  I appreciate you reaching out to us giving the opportunity to address this issue for you. If you have any other questions or concerns please do not hesitate to contact me. It would be my pleasure to assist you further.
  
  ***** - Administrative Director
  ******************** 
  ***********************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company would match me with a carrier that would have my car at the ** port to transport it to *********** within a 5-7 days of pick up. The Carrier also charged in advance without rendering services and now Mercury does not want to refund my money, They are responsible to vet all carriers and that the policies and guidelines are clear. I would like my money refunded.

  

  Business response

  11/11/2023

  Hi  *******, We appreciate you reaching out to us and letting us know about the carrier situation with your transport. We would love an opportunity to speak with you more in depth about this to see what we can do for you. 
  
  Please reach out to us at your earliest convenience so that we can work on getting this resolved for you. 
  
  ***** - Administrative Director 
  ******************** 
  ***********************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was looking for a transport company to transport my Club Car DS from *******, ** to *************, **. Sept 12 *********************** sent me a quote for $880. I accepted his offer but no contract was signed. A week went by and no progress in finding a truck to haul my load. ***** had mentioned that there were other brokers posting the same load and accused me of hiring them. After explaining it may have been my son trying to help. ***** didn't seem satisfied with the explanation. On Sept 24th I let ***** off the hook and told him I would pick it up myself. Now remember there was no signed contract. Everything was done via text. Well, my wife *** and son **** interveined, and because of my health forbid me to travel to *****. Once again I turned to an auto transport website to see if I could find a broker to accept my load and once again *********************** of Mercury Auto Transport replied with a quote. I accepted the quote but this time I signed a contract to make it official. After a few hours, ***** replied and accused me of having a few brokers also working on the same load and was canceling both orders I had with him and was going to move on. Well, I don't know how much experience ***** has but I request a copy of my contract with the word CANCELED on it and signed. Pretty straightforward. All communications have stopped.

  

  Business response

  09/25/2023

  Hi ****,

  Thank you for reaching out to inform us of your recent experience with our company. I am sorry that your agent ***** made your transport way more stressful than necessary and I apologize for the unprofessional way in which he handled your transport. I will definitely be speaking with him regarding your experience and discussing ways that he can improve his interactions with his customers in the future. 

  I have gone ahead and emailed you proof of your order's cancellations with us. Please keep an eye on your email inbox for that email from me.

  I apologize for any unnecessary stress this transport may have caused you, and I appreciate you reaching out so that we could address your concerns. 
  If you have any other questions or concerns please do not hesitate to contact me it would be my pleasure to assist you. 
  

  ***** - Administrative Director
  ***********************************
  ********************

  Customer response

  09/26/2023

  Business responded with copies of my contract with the word Cancel on them.

  Issue is resolved.

  *********************
  

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩