Company Response Review Report Review
Lack of followup and honesty

Stephen Ingalls Submitted this review about Mercury Auto Transport
Review made Live: 10/18/2016 8:34:00 PM
I selected Mercury after doing a lot of research and reading many reviews. They received good comments from most of their customers. In my case, they took the $160 deposit and I never heard from them again until, I complained about my experience.
Our move was a little unique in that we needed to delay deliver of the car by a couple of days so that we had time to get to the destination. After Mercury struggled with the problem a few days, I provided a solution by changing the pickup location and delaying the pickup. Once the driver was confirmed for that location and I gave Mercury my CC number, they were gone.
The driver was two days late in picking up the car because he was “returning from Florida”. But he would be on the road by day 3 and drive all night to get us the car. When I didn’t hear from the driver, I called to find out that he was still in MA due to a “breakdown”. They had the last part needed to fix the truck and he would be on the road the next day. I asked that he call and give me an update, but he didn’t. After not hearing from him for a couple days, I called and he was still in MA because of the hurricane. After another week and a half of broken promises, and delays due to the weather, we got the car. The last straw was a three day stretch from Friday to Sunday when he was going to be here every day.
I totally understand that the hurricane caused a lot of problems and delays. I can accept that trucks breakdown and that causes delays. What I have a difficult time with was the constant promises that caused us to put our lives on hold waiting only to be disappointed. The trucker needed to be honest about his schedule and we would have been fine.
I hold Mercury totally accountable for the lack of professionalism on the part of the trucker. They claim to have quality controls that they hold the drivers to. However- they didn’t know that this guy was almost 3 weeks late. Unless I said something, they probably would have never known. I will say that the price was good and the car arrived without any damage, but 19 days for a shipment that should have taken 3 to 5 days is unacceptable. The fact that they didn’t have a clue makes it clear that they have no quality control what so ever.


Shipment Details
Origin State:
Massachusetts
Pickup:
Late
Destination State:
Florida
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
2417325-FN
Quote or Order Cost:
$760

Company Response
Matthew Sandomir from Mercury Auto Transport Submitted this response.
Response Date: 10/20/2016 2:04:00 PM
Thank-you for your review. While we are happy your car arrived safely we are sorry for the delay. We unfortunately can not control weather. When dealing with the after math of a hurricane the carrier can only do his best to accommodate . There were many road closures and unforeseen delays. Sorry for the late delivery . Sincerely , Management