Company Response Review Report Review
Inept and Dishonest

DVD Submitted this review about Mercury Auto Transport
Review made Live: 1/25/2011 11:46:00 AM
In October of 2010 I started looking for a transport company that could get two vehicles from Washington State to Arizona. I contacted multiple companies via the internet for both pricing and professionalism.

While we were not pressed to get either vehicle delivered, it was important that each of them were protected and delivered in the same condition as when they left Washington. I chose to ship both in an enclosed trailer, recognizing that this would be the best way to protect our investments.

Mercury supplied us with a competitive quote and promised to have a carrier on board days in advance of when we wanted to have the cars transported. I should have realized that I was in for a problem when I had to continually check with them and follow up on when the vehicles were to be picked up instead of them calling me and keeping me abreast of what was going on. I didn't get the cars picked up until the day before we were scheduled to leave Washington State.

My cars were not picked up and loaded into a trailer but on a flatbed trailer and delivered to a yard for loading the following day or so into the enclosed trailer. Once picked up I had to call the carrier, Pacific Auto Delivery, for their delivery information. I was given a name and a phone number of the driver in case we needed to communicate while the vehicles were in transit.

The real problems started on delivery. The driver was late, not just by 2-3 days but he also delivered at night. While my wife's 2003 Camry arrived in the same condition, my 1965 Pontiac GTO was not so lucky. My car was in the front top of the trailer. During transport something had leaked onto the roof of the car and had eaten into the paint and had etched the clear coating. The driver, doing all he could to help mitigate the damage, tried to polish, rub out or repair the damage, but it was apparent more professional work would be required.

I contacted Eric while the driver was attempting to correct the situation, and I asked him what my options were. He said to pay the driver and send us pictures, a copy of the signed bill of lading noting the damage, and he'd get an insurance claim in the works for us. He also suggested that I secure a number of quotes to repair the damage. I did all of this and forwarded them to Mercury. At this point I was advised that "Michael" would be handling the claim for us.

Multiple e-mails to Michael (and Eric), phone calls and filing a complaint with the BBB has done nothing. This organization has completely ignored any and all requests for additional information, status of the claim, acknowledgement that the carrier's insurance will be responsible for repair of the damage, anything.

I even tried to contact the transport company but they totally ignored my complaint and weren't interested in talking to me, nor would they give me their insurance information, they told me to talk to Mercury.

Now I'm back to Mercury and you'd think a return phone call or some kind of status report would be in order, but it appears, my business isn't important. I have other legal recourse and do plan on taking it to the next level if I do not hear from them this month.

A lot of their business is word of mouth and I will be sure that there will be no positive references for either of these companies from me. My recommendation is to find another transport company, and to stay away from Pacific Auto Delivery. Both these companies have failed to meet their obligations and do not deserve your business.
Shipment Details
Origin State:
Washington
Pickup:
On Time
Destination State:
Arizona
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
183005-GR
Quote or Order Cost:
$1250

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Matthew Sandomir from Mercury Auto Transport Submitted this response.
Response Date: 1/26/2011 2:23:00 PM
In response to Mr. Deals posting about the problems with his auto move I wanted to explain what happened. He is correct in saying that Arc Transport caused some damage to his vehicle and that he is having issues with the company in compensating him. The driver did deliver the vehicle and he did report that there was some damage on his hood, that was not there when the vehicle was picked up. We followed procedure and reported the damage and explained to him on how to file the claim. I even went as far as calling the owner of Arc and tried to get an explanation. I didn’t like his response and after hanging up I removed him from our list of carriers and gave them a bad review. When we dispatched it to Arc we ran our normal background check and they have a 99% rating on Central Dispatch and have active insurance. They are a huge company and have been in business for over 7 years. Based on that I did my job and found a top rated carrier for Mr. Deal. Once he started having problems with his claim, we told him that any information he needs and if he decides to go to court with them we would back him up 100%. Other than helping him out at the hearing, which he will win! There is nothing else I can do. I can t force a company to do something they don’t want to do. I apologized and understand his frustration but blaming us is a little unfair, since we did what we are supposed to do. I moved both of his vehicles at a great price on delivered on time with a highly rated company. I will continue to assist him with anything he needs, but in three years of doing this I have had two negative things said about me and I have moved over 4000.00 vehicles so I will continue to work hard and do a great job. Thanks Eric