Company Response Review Report Review
Good communication, but quote was way off

Tim Submitted this review about Mercury Auto Transport
Review made Live: 11/27/2024 2:54:00 PM
Quoted $1350 for transport from NH to WA. I told the agent I would give him 3 weeks to get it picked up. 3-1/2 weeks later, still not a single call from a carrier interested at that price and that was after I moved the delivery location for me to meet them close to the interstate as opposed to my small town. The communication with the agent was good, but I feel like they lowballed the quote to get my business and were not able to deliver. They told me it was because the route was uncommon, but they had the route when they generated the quote. I was also told that they posted it at straight bid on the board and I would be notified of any and all bids from carriers. Come to find out, he had received several calls from carriers that he just felt were unreasonably high and didn't pass those on to me for consideration. Had they done that early on, I might have been inclined to pay and get it moved. After 3-1/2 weeks, and not being told there any were bids, I requested that he raise the offer price by $450 over the quote to see if that induced any bids. The kicker was that when I told the agent that he had till end of day today to see if he could get it done for $450 over quoted price, he got annoyed and told me that I had wasted a bunch of his time for nothing and told me not to call or text him anymore. I proceeded to cancel at that point and reached out to another broker. I feel like I was very up front and flexible and it was the company that hamstringed him with a lowball quote. I actually asked the first week how long they would wait before increasing the offer price to actually generate interest (thus offering flexibility) and he never tried that until I told him to that last day. Can't say I would recommend them. The only positive thing I can say is that the agent connected with me every day vie text and email saying he was working on it, and was fairly quick to respond back to me. Unfortunately, working daily on an unrealistic price and not being willing to adjust to market value didn't get the vehicle moved.
Shipment Details
Origin State:
New Hampshire
Pickup:
Never
Destination State:
Washington
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
$1340 - 18962443
Quote or Order Cost:
$2075

Company Response
Jeff Solomon from Mercury Auto Transport Submitted this response.
Response Date: 11/27/2024 8:16:00 PM
We apologize for any confusion or frustration you encountered. We strive to ensure all customers understand that our quotes are estimates, not guaranteed prices, as they are based on factors like a 50-mile radius of the provided zip codes and the market conditions at the time. In your case, the route was less commonly traveled, which can lead to higher costs as carriers generally prefer routes between major cities. Additionally, while we do our best to accommodate specific pickup and delivery dates, these depend on carrier availability, weather, and other logistical factors. Regarding carrier selection, our top priority is your vehicle’s safety. To protect you from potential risks, we rejected offers from carriers with insufficient insurance or an unverified history. Lastly, we sincerely apologize if any communication from our agent was unprofessional. We will address this matter internally to ensure better service moving forward. We value your feedback and the opportunity to improve. If you’d like to discuss this further, please contact us directly at customerservice@mercuryautotransport.com