ComplaintsforMercury Auto Transport LLC

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mercury states this on their website.Thats why we aim to deliver top notch, no-pressure, and hassle free service. As a matter of fact WE GUARANTEE IT.Delivering a personalized service is our top priority. We take the time to offer education on how the shipping industry works. With tips and tricks, we hope to educate our clients so that they feel empowered to make a decision.With a combined expertise of 15 years in the auto shipping industry, Mercury is an auto transport company you can rely on and trust" I used Mercury transport to ship 2 vehicles at the same time and I was not educated nor informed about how long it would take to ship the vehicles. I heard that it might take 7 to 10 days. So I originally picked July 19, 2023. When I was informed after ************************* found a driver that the cars would arrive in 4 days., I cancelled the first request. I informed **** that we would not be flying out until 7 25 2023. That is why I choose 7 19 23 for a 7 to 10 day turn around time. After I found out that it could take as little as 3 days, I choose July 24, 2023. I tried for 5 days to convince **** to change the date but he did not. I even called the office and the female intake person put down July 24, 2023. I then still had to convince **** of the date change. This was very stressful and unnecessary at the time I was packing up a home and moving across country from FL to CA. The cars were picked up on July 26, 2023. The cars arrived. I then received an email from *********************** in the fulfillment department. I told her of my dissatisfaction with ************************* and the stressful days it took to convince him to change the date. She told me to contact ****. She gave me no last name. I called **** on August 9th, 2023. No response. I texted him as he said we could do this in his voicemail on August 14, 2023 and still no response.

  Customer response

  09/06/2023

  I am seeking a $200 refund of the $400 deposit paid to Mercury Transport. Thanks. 

  

  Business response

  09/11/2023

  Hi *****, 
  
  I am sorry to hear that your recent experience with our company did not go as well as you had hoped.  I am also sorry to hear that there were so many difficulties surrounding your pick up and delivery dates. Every carrier/transporter has different routes and schedules they must adhere to in order to stay within the FMCSA/USDOTs guidelines. For this reason, each carrier provides a different estimated window for the days that they may be able to pick up and deliver your vehicle. Unfortunately because the carriers must maintain very strict driving schedules they are unable to shift around their pick up and delivery dates for each customer. Instead the carriers just let us know what dates they have available and we bring that information to our customers to decide if those dates work for them.
  
   I understand you wanting to reach out to **** to get him to adjust the dates for you to fit into your schedule but unfortunately that is just not an option we are able to offer in this industry. We must go by the dates provided by each individual carrier and their schedules since they are the ones following strict government mandated guidelines. This is something we work very hard to explain to our customers when booking with us and we typically ask our customers to try and maintain some flexibility during their transport as the dates are not set in stone and can change. 
  
  We feel terrible that you had such an unpleasant experience with us, and for all the inconvenience and stress this transport has caused you we are going to issue you a full refund of your deposit with us. Please keep an eye on your email for an incoming refund email from us.
   
  If you have any other comments or concerns please do not hesitate to contact me, it would be my pleasure to assist you. 
  
  ***** - Administrative Director
  ***********************************
  ******************** 

  Customer response

  09/13/2023

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* gave me a quote to transport 2 vehicles , one from ** to ** , and one from ** to **. He promised they would be delivered and picked up before the week of August 21. The initial quote was lower than he quoted us when we spoke to him, but we decided to go with that. He never picked up the cars when he was suppose to, and he charged us for the pick up the day after we canceled with him. He never gave us a time or date for pick up, and when he did, I was not going to be in ******* to receive the car. I told him I would only be there that week. He did not provide a service, so I am not sure why he charged me. I have emails from him and can provide them if needed.

  

  Business response

  08/23/2023

   Hi Mark, 
  
  Thank you for reaching out to us and informing us about your recent experience. I am not sure why your agent had your orders charged when your service was not followed through, but I assure you I will be speaking with your agent today to figure that out. That definitely should not have happened. I apologize for this inconvenience and I appreciate your bringing it to our attention so that it could be addressed. I will be issuing you a full refund of your deposits today. Please look out for an email from us regarding your refunds.
  
  If there is anything else I can help you with please do not hesitate to contact me. It would be my pleasure to assist you further. 
  
  ***** - Administrative Director 
  ******************** 
  ***********************************
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was picked up one day late and delivered one day late by Mercury Auto Transport. Contract details below:Order number: ********************* Nuys, CA Drop off: ************** Original pickup date: Aug 9, 2023 Actual pickup date: Aug 10, 2023 Contractual delivery date: Aug 11, 2023 Actual delivery date: Aug 12, 2023 I contacted ***, my company POC, to ask for a partial refund for the expenses I had to incur as well as the hassle we had to go through as a result of the breach of contract. *** told me that he's not responsible for things that are not within his control. This makes no sense to me. My contract is with Mercury Auto Transport. I have a quote and a delivery date. I'm not asking for a full refund; I just want to be made whole. If there was an act of God, I could understand. I was told by the driver the issue was a blown tire on the late pickup and I'm not sure why it was delivered one day late but Im not aware of an act of God along the route. I went back into their company system to get the terms but their website states my order is no longer found. Ive attached a few email pictures and a text string showing the vehicle was delivered late. Thank you for your help.

  

  Business response

  08/23/2023

  Hi ****, 
  
  I am sorry to hear that your recent experience with our company did not end well and I apologize for your carrier's delays for whatever reason they had, but there seems to have been a definite miscommunication regarding your vehicle's transport and I would like to elaborate further to clear anything up that *** have not been fully explained to you previously.
   
  Once a carrier is locked in that does not guarantee a specific pick up or delivery date/time. All it guarantees is that your vehicle will be picked up within an estimated timeframe by that specific carrier company. There are too many circumstances outside the realms of our control when it comes to the carriers such as: (FMCSA driving hours being reached and the carrier being mandated by law to stop and rest for ***** hours, Poor weather conditions, Construction, or a vehicle/truck breakdown)  In addition the *********** also allows all carriers/transporters up to 30 days past your estimated delivery date to delivery your vehicle for these precise reasons and there is nothing legally we can do until that time passes. We are unfortunately at the mercy of the carrier when it comes to things like that and require our customer to maintain some flexibility around the carrier's schedules.
  
  While we do try our best to accommodate our customers' pick up and delivery date requests we also try our best to make sure every customer knows we are absolutely unable to guarantee any specific dates. We list this information on our website, our contracts that every customer signs, and many of our emails, it is also typically told to customers by phone when booking as well.
  
  I apologize as it does not seem that *** has done/said any of these things to you so that you would be well aware ahead of time when making your decision on choosing your broker, and I do appreciate you letting us know of the current situation so that I can speak with *** about this and make sure he knows this is not acceptable.
  
  Issues such as this are not something our company comes across often and I can see that this has not been a great experience for you, and even though this is not something we typically do I have gone ahead and issued you a  refund of your deposit with us for all the troubles this transport has caused you.
  
  Please let me know if there is anything else I can do for you, I would be happy to assist in any way I can.
  
  ***** - Administrative Director
  ********************
  ***********************************

  Customer response

  08/26/2023

   
  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,
  
  ***********************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is against Mercury Auto Transport regarding Order #******** with ************************* to ship my 2011 ***** Accord from ***********, ** ***** to my residence in *******, ***** ***** with transaction date of July 5, 2023 for the amount of $475.00 all fees included. Of the $475, $175 will be charged to credit card and the remaining balance of $300 to be paid in cash or money order upon delivery. July 5 @ 3pm, got text from **** asking if I'm okay to pay $500 for pickup tomorrow (July 6th), because he said the carrier ask for $500. I said not on my budget to pay additional $25. He said no problem. He sent me an email July 7th a2 9:03am saying hopefully anytime now the car will be picked up. I followed up with a text at 7:00pm and he responded he got one carrier that can pick up tomorrow for &500, then in a minute time he texted $550. He even texted that the vehicle could have been in my driveway already for that extra $25 three days ago.The only thing I want is to have the vehicle delivered soon at the agreed cost of $475. I'm hoping this transaction will be delivered as agreed upon but if they can't deliver that then it's better to cancel and refund the $175 deposit to my credit card. Note PS in the email: "There are never any hidden charges or cancellation fees at Mercury -guaranteed"Thank you,Order # ********

  

  Business response

  07/08/2023

  Hi *******, Thank you for reaching out to us to let us know what's been going on with your shipment. 
  
  From what I understand after looking into this, it looks as though **** located a few different carriers offering to ship your vehicle for different price options. You are/were never under any obligation to accept an offer that does not fit your budget and I apologize if **** made it seem as though that was the case. However, as the broker it is our job to communicate to you every offer we receive for your vehicle. It is up to you whether you accept or reject those offers. In your case **** was simply bringing the offers he received to ship your vehicle to your attention in case you wanted to go with one of them, but you were certainly not required to do so.  
  
  I can see after viewing your order with us that **** did manage to locate a carrier for you at the $475 price point that you were hoping for, so I am glad he was able to get that worked out for you and it looks as though your vehicle is due to be delivered soon. 
  
  Thank you again for bringing your situation  to our attention and giving us an opportunity to 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 
  ***********************************
  ********************  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction was on June 15, 2023.The amount of money paid to the company $900.The business was committed to deliver my vehicle to the address on the order.The company ***** Hawks Auto LLC that was hired to deliver my vehicle failed to communicate with me in regard to pickup and delivery and also did not deliver my vehicle to the address on the order and time frame agreed to but delivered to me at a different address and time frame and was late on the delivery as well not very professional whatsoever as a customer/consumer paying for a service. Then driver telling me he couldn't drop off my vehicle on the time frame after the date of delivery being past due because of his vehicle having issues and that I am to accommodate his schedule for delivery due to his lack of communication and not delivering my vehicle on time and schedule date but that he had to deliver others as a priority over mine even though my date was passed. I was told drop off would be at 6p and then it got pushed back to 7-7:30p and then didn't get dropped off until 7:49p as the delivery driver was not polite.The company ***** Hawks Auto LLC didn't resolve the issue as I was still made to pay the $900 dollars and think that it's unfair to pay the full amount due to the lack of customer service and being a retired/disabled veteran, I would not recommend using this company ***** Hawks Auto LLC in the future as they definitely do not know how to be professional.The account/order #********

  

  Business response

  07/11/2023

  Hi ***********,
  
  I am sorry to hear that your recent experience with your assigned carrier company did not end well and I apologize for your carrier's delays for whatever reason they had, but there seems to have been some miscommunication regarding your vehicle's transport and I would like to elaborate further to clear anything up that *** have not been fully explained to you previously.
  
  Once a carrier is locked in that does not guarantee a specific pick up or delivery date/time. All it guarantees is that your vehicle will be picked up within an estimated timeframe by that specific carrier company. There are too many circumstances outside the realms of our control when it comes to the carriers such as: (FMCSA driving hours being reached and the carrier being mandated by law to stop and rest for ***** hours, Poor weather conditions, Construction, or a vehicle/truck breakdown)  In addition the *********** also allows all carriers/transporters up to 30 days past your estimated delivery date to deliver your vehicle for these precise reasons and there is nothing legally we can do until that time passes. We are unfortunately at the mercy of the carrier when it comes to things like that and require our customer to maintain some flexibility around the carrier's schedules.
  
  While we do try our best to accommodate our customers' pick up and delivery date requests we also try our best to make sure every customer knows we are absolutely unable to guarantee any specific dates/times. We list this information on our website, our contracts, and many of our emails, it is also typically told to customers by phone when booking as well.
  
  I apologize if these possible outcomes were not mentioned to you by your assigned agent on the phone as that is not acceptable and definitely something I will be speaking with them about, However they are listed within our emails, on our website, as well as the contract you signed when booking with us. 
  
  Issues such as this are not something our company comes across often and I can see that this has not been a great experience for you, and even though this is not something we typically do
  I have gone ahead and issued you a refund of your deposit with us for the troubles your carrier's delays have caused 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

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They promised one price, then delayed pickup and raised the price by $50. Because they timed it well I had to just pay it. Afterwards were very rude and wouldnt even give me a receipt for the entire amount.

  

  Business response

  06/20/2023

  Hi *******, 
  
  Thank you for taking the time to write to us about your experience so that we can address your concerns. 
  
  First I would like to say that I am sorry to hear that there were delays with your carrier for whatever reasons they had. I also want to apologize for the inconvenience you had regarding the additional costs associated with the carrier's delay. It is one of the most common and unfortunate complaints in the shipping car business. While it doesn't go this way most of the time its one thing we really cant control when it does. The ***** protects the licensed drivers/carriers for late shipments for up to 30 days from loading date and there is nothing we can do until then. It is certainly something we work on very hard to not have happen and when it does we implore these drivers/carriers to communicate with our customers as soon as possible.
  
  In your case I do know that our customer service rep **** reached out to you almost immediately upon hearing word of your transport's situation with the delays and associated costs. When we were first informed of this back on June 9th, not only did we refund you the price difference of the $50 right away, but we actually refunded you the full amount of your deposit because we felt terrible that your situation was handled so poorly by the carrier assigned to transport your vehicle. 

  As for being able to provide you a receipt for the total cost unfortunately we are only able to provide receipts for what we actually charge which is typically only a small deposit fee, although in your case it was refunded to you. As for the remaining balance that is always paid to the carrier company usually in cash or a check of some kind. It would not be possible for us to provide you a receipt for a cash transaction that you paid to a company that was not **. The paperwork that the carrier has you sign when they delivery the car and do a vehicle inspection is their version of a receipt for you, However if that is not sufficient enough I would be happy to reach out to the carrier for you and see if there is some other form of receipt they may be able to provide you with. 
  
  Again, Thank you for reaching out to us and informing us of your transport's situation. I am glad that we were there to assist in a timely manner and able to get those funds back to you.
  
  If you have any other comments or concerns please do not hesitate to contact me. It would be my pleasure to assist you.
  
  ***** - Administrative Director
  ***********************************
  ********************

  
  

  Customer response

  06/22/2023

   
  Complaint: 20165530
  
  I am rejecting this response because:

  You did not correct this without me posting a negative report on Yelp and even then only agreed to a refund if I took it down. I did agree to take it down after I received the refund. This needs to be noted as they refused to do anything when I first alerted them. The only way it seems to get them to do the right thing is to post a negative review. This needs to be added.

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

  

  Business response

  06/22/2023

  Hi *******, 
  
  I am sorry if you feel as though we only took action after being notified of your review, but people leaving reviews for us letting us know of their experiences is a big part of how we are notified if something goes wrong and that is why after receiving a review is our chance to fix things and make it right. 
  
  The reviews left by you were the only notification we received letting us know that there was an issue with your order. Without you reaching out in that way our customer service rep **** would never have known of your issue and wouldn't have been able to provide you with your refund.  Not only did **** want to correct the over charge from the carrier for you, He wanted to go one step further for you and refunded your entire deposit altogether which he certainly did not have to authorize; However, at Mercury we always try do everything we possibly can to provide every customer with a positive outcome. 
  
   I apologize that our response to your concerns did not happen as fast as you would've liked, though I am glad we were able to get this matter resolved for you and provide you with a full refund on our end. I am sorry for any troubles this transport has caused you and we wish you the best.
  

  Customer response

  06/23/2023

   
  Complaint: 20165530
  
  I am rejecting this response because:
  

  they keep lying and twisting truth. 
  

  1. I complained to the mercury rep who did nothing

  2. You did not simply respond to a review you DEMANDED it be taken down in order for you to do anything to correct this. (Which as an aside is against Yelp code of conduct for them)

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business was non responsive to any of my communications. Many emails and texts to the person i dealt with and no response. I was forced to get another transporter. THEN, this business actually charged me for a deposit for a carrier, even though i ended up not using them at all. This is a sham.

  

  Business response

  05/06/2023

  Hi *****, 

  Thank you for taking the time to share your recent experience with us and giving us the opportunity to address it. I am not sure what happened with your order and why it was charged when it shouldn't have been. I have gone ahead and refunded the charge that was taken as well as fully removed your card information that was in our system. I want to assure you that we take issues like this very seriously here at Mercury and I appreciate you bringing this to our attention so that it could be corrected. I apologize for any frustration this situation has caused you. 
  
  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

  05/09/2023

   
  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

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a transport of a 2018 f150 from Iaa auction in ***** ******** to ************** ** I ask if the driver spoke English.I was told by the Mercury transport representative that he did .When driver arrived it was total mess this was a none running truck in a inclosed trailer ***** to unload it with someone you couldn't communicate with .when we finally got it unloaded I to ask for the keys and unbeknownst to me he was given the title also .Mercury Transport says titles are never sent with the driver .THAT IS A FLAT OUT LIE I was told by the auction IAA in ***** that its on record this driver was given title and they do it all the time.I bought this truck Feb 22 2023 and cant drive it without a title .If they cant produce a title I thinks it fair they should pay the 200 to get a new one .my last letter to mercury Transport was 4 days ago and no response *******************

  

  Business response

  05/13/2023

  Hi ******, 
  
  Thank you for reaching out to us to let us know about the issues with your transport. I am not sure how the issues with your transport occurred but I want to assure you that we will be speaking with both the carrier and the auction house to find out exactly what happened and why/how your paperwork went missing. We want to make this right for you so that you are able to drive your vehicle. We are going to refund you $200 of the deposit that you paid to ** for your shipment so that you can use that to get your new title for your vehicle. Please keep a lookout in your email for a receipt for the refund from **. 
  
  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
  ***********************************
  ******************** 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reached out to search for engine for auto transport, was connected with this company assigned to ****************He was quite unprofessional in the manner that he spoke to me in addition to falsely accuse me of fraud. When I ask for the companies need to research as they are only a broker and not an actual transport company itself he became belligerent via text message and quite disrespectful. When I asked him to stop messaging me for the communication he proceeds to continue to do so ultimately I had to block the company.

  

  Business response

  04/22/2023

  Hi ********, 
  
  I appreciate you reaching out to us and taking the time to let us know about your recent interaction with one of our agents so that it can be addressed. I want to apologize for the completely unprofessional way in which **** has spoken with you. It is not acceptable and definitely something we do not condone or approve of here at Mercury. I will be speaking with **** today in regards to his actions and be retraining him on how to properly communicate with our customers. 
  
  Please do not hesitate to contact me if you have any other comments or concerns it would be my pleasure to assist you further.
  
  ***** - Administrative Director
  ***********************************
  ********************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is ***, I made an order with one of your representatives **** on February 25th. After I made the Oder there is no updates at all. I told **** first Available pickup date is the 24th and the latest available date is the 27th very clearly. My fight is on 28th. I received zero information until 27th which is the last Available date to pickup my vehicle. So I have called the driver, he seems know nothing about my order and told me he cant come today. Then I have contacted **** on 27th and told him driver said they can not arrive on 27th. And then him told me my car is marked pick up in system. Thats first ridiculous thing. Then I have to show him picture that my car is still in my garage. This is super unprofessional.**** helped me nothing so I had to contact the driver told him please try to make it arrive At 1pm on 28th. And I have been waiting at home until 1pm on 28th. No carrier is here to pickup my car until 1pm on 28th. So I have to cancel my order at this point. Because my fight is at 3pm. After I arrive LA, I told **** I no longer need the service I want my refund. He told me Mercury contracts dont refund deposits/ broker fees. This is second ridiculous thing(Im very double his work ability, I dont think he even know Mercury contracts clearly). I was so sad this is not my fault why cant I get the refund. So I go on the website and checked the Mercury guarantee it said if my vehicle isnt picked up within 3 days from my first available pickup date. I can get full refund. And he didnt get back to my message, after I leave the review on ****** he told me there is no refund because I canceled order myself. Excuse me? Is this my fault to cancel the order? I cancel the order because before I was leaving and no one is coming to pick up my car. So I have to cancel it. Now I would like to know who can handle my case? Im done taking to this unprofessional worker, ****. Look forward to hearing back!

  

  Business response

  03/15/2023

  Hi ***,
  
  I am sorry to hear that your recent experience with us did not go well. We have actually tried to reach you regarding this several times. We responded to the emails that you wrote us but never got a reply from you, we also texted you but never got a full response, and we called you as well but we could not get an answer on the phone and it would not allow us to leave you a voicemail.
  
  We would be more than happy to fix this situation and issue you a refund for the troubles this transport has caused you, however the reason we were reaching out to you was because we could not locate you within our system and needed to get your Order ID so that we could pull up your information in our system and issue the refund.
  
  Please contact me at your earliest convenience so that we can take care of this for you.
  

  **************
  Administrative Director
  ***********************************
  ********************

  Customer response

  03/15/2023

   
  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. ↩