Review Report Review
Mercury's Poor Communication and Customer Service

HMB Submitted this review about Mercury Auto Transport
Review made Live: 4/17/2011 9:19:00 PM
I was very disappointed with Mercury Auto Transport. I shipped my daughter's car from Syracuse NY to Anaheim California where she is going to Disney College. Mercury first quoted me $800 to which I agreed. Then, three weeks later and after several follow up phone calls (in which only one was returned) they informed me that it would cost an additional $300.

They said they couldn't find anyone to come to Syracuse from NJ, a trucking hub. I asked if they had anyone coming across the NYS Thruway from the NE area and was told by my Mercury rep, "gee I hadn't thought of that." After a couple of more days and more follow up calls from me, I was told they could find anyone and I would first have to ship it to NJ for $300 and then a carrier would take it to CA. With a little hesitation and a promise that things would run like clockwork, I agreed to the additional $300 charge.

After I agreed, they scheduled a carrier to pick up the car and would get back to me on the following Monday for a Tuesday pickup. On Tuesday I followed up and was promised a return call. None came. On Wednesday I followed up again and was told the person I was working with and his office had closed and was in the process of closing the whole time I had been dealing with them. I was stunned.

The new rep apologized at length and promised they would fix the situation. The young man sounded very confident and I had renewed hope. They got back to me and scheduled a pick up for the following Friday between 10:00 and 1:00. I took the day off from work, and at 2:00 when I hadn't heard anything, I followed up and was told would contact me. They did a while later and finally picked up the car at 3:30 to be delivered to a NJ Trucker (5 hours away) who would take it to California.

Then, on Sunday, I received a call from the trucker who pick it up wondering if I knew where they were supposed to deliver the car in NJ! Flabbergasted, I explained I had no idea and to contact Mercury. Two ours later I received another phone call from the trucker's dispatcher asking the same question. I explained the situation again and they finally straightened it out. On the following Monday I arrived at work only to find a message from Mercury asking me I knew where my car was to be delivered in NJ!

I immediately called Mercury and they said they'd look into it and get back to me. This time they actually did and said they had straightened it all out. Being very nervous by this time, I asked and was told they would follow up with me mid week and let me know where the car was. Of course they didn't. I followed up on Thursday. Then again the next Monday the car was Finally delivered the following Wednesday, within the originally stated delivery time frame from pick up.

This is the first negative review I have ever posted. I try to give everyone the benefit of the doubt, understand that things happen and am told by many that I am often too patient with people.

But with this experience I am compelled to write this review. To be frank there were many more broken promises and unreturned phone calls than I could list here. The company talks good on the phone and sounds like they know what they are doing. But, in my experience, their lack of communication, being up front about what is going on behind the scenes and overall poor customer service has convinced me that, when my daughter is ready to come home from California, I'm going to go out and drive the car back myself.
Shipment Details
Origin State:
New York
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
184652-KH
Quote or Order Cost:
$1100