Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted this company to transport a vehicle. Unfortunately with delays at the dealership it was not ready for pick up when anticipated (combination of employee illness and bank delay) all updates were relayed as they became available to me. Broker seemed to lose interest and no transportation was arranged nor further counter offers received so I requested cancellation. I planned on traveling to transport the vehicle myself but instead decided to try one other company since it seemed like this guy was just mad at me. He became hostile and blamed me for ruining his transportation routes. Threaten to charge me $200 for wasting his time and ultimately charged my card $125 as that was the brokerage fee in his contract- despite his contract also saying fees only apply AFTER a driver is booked. Highly unprofessional, *****, and I would not recommend them to anyone.

  

  Business Response

  Date: 03/16/2023

  Hi *********, 

  Thank you for reaching out to us and informing us of the current situation and bringing these issues to our attention so that they can be addressed immediately. 

  I want to first apologize again for the completely unprofessional way in which **** has spoken with you and handled your transport. 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 as well as proper company procedures.
  
  You are absolutely correct, you should have never been charged for the order you had placed with us. I have gone ahead and refunded the $125.00 deposit that was taken from you and I sincerely apologize for the troubles this transport 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 Answer

  Date: 03/21/2023

   
  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

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/22/2023 I contacted a representative named ***** from Mercury Auto Transport through a email estimate on shipping my car. The estimate is $1,035, however I needed to ship my car same day inwhich ***** verbally over the phone told me they can expedite the shipping for pick up today but it would cost extra. The price came out to $1,300 for expedited shipping for same day. I was verbally told on the phone, via text, as well as contract all dated pickup for today (2/22). Later on the driver calls me and tells me it wont be picked up until tomorrow (2/23). After I called *****, he was no where to be found and kept going to voicemail. I called Mercurys front desk to speak with a supervisor as time was passing to get my car shipped, they put me on the line with a supervisor named ****. As I asked **** why I was being charged for expedited shipping for same day if it is not same day he spoke rudely and spoke over me as I tried to speak and hung up on me. I would like an adjustment to the original price as I did not receive the expedited service.

  

  Business Response

  Date: 03/02/2023

  Hi Rimon, 

  Thank you for sharing your recent experience with us. I appreciate you bringing this issue to my attention so that it can be addressed. 
  
  I am sorry to hear that there were delays with your carrier for whatever reasons they had. 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. Unfortunately with road travel and transportation there are too many circumstances outside the realm of our control or the drivers (Weather, construction, a vehicle breakdown, reaching a cap on driving hours, etc.) that can prevent them from picking up or delivering a vehicle on any specific date or time. It is for these very reasons that although we do everything we can to expedite shipping for customers who need their vehicles faster we are unable to guarantee any specific pick up or delivery dates. This is something we work very hard to explain in our emails, texts, calls, as well as on our website. I apologize if this was not something that was fully explained to you by your assigned agent. 
  
  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 full refund of your deposit with us for all the troubles this transport has caused you. 
  
  If you have any other questions or concerns please feel free to contact me directly, it would be my pleasure to assist you. 
  
  ***** - Administrative Director
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