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:04/08/2025

  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.

  I hired Mercury Auto Transport. I hired them through their agent ***** ******, who originally seemed helpful. He connected me with ****************, the company responsible for transporting my car to *******. Unfortunately, this turned out to be a nightmare.First, the delivery was late which, while frustrating, was not my main concern. The real problem began when I contacted **************** to ask where I should pick up my vehicle. Their representative, ***** ****, responded with unbelievable hostility. I have all the screenshots to prove this, including messages where she insulted me with disgusting language like:"Go f*** yourself fag""F***ing dumbass"She even threatened to keep my car if I didnt send a cash payment before receiving it a direct violation of my written agreement with Mercury and agent ***** ******, who guaranteed payment upon delivery. When I reported this abusive and threatening behavior to Mercury and provided them with the entire conversation, they did absolutely nothing. No apology, no accountability, no action against this unprofessional carrier.When my car was finally delivered, it wasnt even on a truck. The driver had driven my car instead of properly transporting it. My car arrived with unexplained extra mileage, smelling of humidity, and water had gotten into the carpet, leaving it with a foul, lingering odor. Ive transported vehicles many times over the years and I have never experienced anything this outrageous. Cars are supposed to arrive on the truck, not driven across states like some rental ****** one deserves this kind of treatment.This happened a week ago and I paid $1,075

  

  Business Response

  Date: 04/17/2025

  Hi *******, 
  
  I am sorry to hear that your transport with your assigned carrier did not go well. 
  
  This is the first time we have ever had any issues with this carrier and I am incredibly disappointed to hear how things have gone. The things this carrier has said and done are certainly not something we at Mercury approve of, and is definitely not how we expect our carriers to operate when working with us. The way they have chosen to handle your transport has definitely impacted any possibility of us working with them in the future.
  
  We feel terribly that your transport was handled so poorly by your carrier that I have gone ahead and issued you a full refund of your deposit with us for the trouble and stress this transport has caused you.
  If you have any other comments or concerns please do not hesitate to contact me, it would be my pleasure to assist you further.
  
  ***** - Administrative Director
  ***********************************************************
  ********************

  Customer Answer

  Date: 04/19/2025

   
  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 as long as this refund is made immediately. Please let me know when will this refund be available in my account. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/20/2025

  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.

  DO NOT use Mercury transport under any circumstances. I was Given a pickup date of 1/8 and they did not pick up my car until 1/10. Things happen so I let It go. Mind you I had Impressive communication from ******* ****** up until the time my car was on the road. My driver did not pick up my calls, the company transporting my car had a dispatcher that NEVER knew where my car was. Like whats that? And of course , ******* was of no help. After eight days of my car not (EIGHT DAYS from ny to *******!) she told me to report my car stolen. My car was delivered nine days from time of pickup. NINE!!!!!!!!** to ******* I was Given excuses like the truck broke down in ******** after five days; the driver told me at delivery the truck broke down in ********. I would Call dispatcher and ******* from Mercury and no one could tell me the location for my car. Calls werent returned. The list goes on and on. Who knows what went on but Ive never been so disappointed in my life for a service that I paid $1100 for. Guarantee? Reputable drivers? Communication? I received None of this. And if you look, all of these things are listed on their website. Do not fall for their nonsense. Its all lies. Run as fast as you can from this company. They stand behind nothing. I asked For a discount and ******* ****** told me to go ***** after the truck company . Way to stand behind the companies you use for unsuspecting clients. Im disgusted. I have Texts phone conversations and call logs. I will be contacting news stations in ******** and *******. If I can Keep one person from being taken like I was, it will be worth it.

  

  Business Response

  Date: 01/30/2025

  Hi ******, 
  
  First, I would like to thank you for your feedback on our company as we are always looking at how we can improve, and I appreciate you reaching out and giving us the opportunity to address everything you have mentioned. 
  I am sorry to hear that your carrier was behind schedule with your pick up and delivery. While we do our best to make sure all of our carriers pick up and deliver on time, unfortunately since this is the transport industry there are sometimes circumstances outside the realms of our control or the drivers that can possibly cause delays to happen. Things like weather, construction, a breakdown, a driver reaching their mandated driving hours cap and required by law to stop and rest, or the vehicles scheduled to be picked up and/or dropped off before yours may have taken longer than anticipated causing the remaining pickups and deliveries to fall behind. While these situations don't occur every single time, they can happen and that is why we do our best to explain through our calls, texts, and emails, as well as stated in our contracts and on our website that all of the dates we provide are simply estimates and not guaranteed dates. I apologize if this was not something better explained to you by your agent during your booking process.
  
  The lack of communication you received from both your agent and the carrier is absolutely not acceptable and definitely not what we expect from our team. I will be speaking with your agent as well as all of our other agents today to make sure that they are all doing their best keeping in good communication with all of our customers to help avoid issues like the ones you have experienced in the future. 
  
  When you first reach out to us via email with your concerns we contacted you immediately to assist you and to try and make the situation right and provided you with a full refund of your deposit with us at that time, however are unable to offer you a refund for the remaining balance of your transport as it was not paid to our company. It was paid to the carrier company that took care of your vehicles shipment. 
  
  Please reach out to me if you have any other questions or concerns I would be happy to discuss this with you further.
  
  ***** - Administrative Director 
  ***********************************************************
  ******************** 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22834455
  
  I am rejecting this response because:

  Let's continue this fiasco. I just Received two camera speeding tickets for my car in the ***** on 1/10 and 1/16. The lies you told about the car being broken down in ******** and then the driver telling me Maryland are just that.... Lies. My car was still in NY on 1/16 even though it was picked up on 1/10. What were these people doing with my car? Were they committing crimes with my car? Besides the speeding, of course. Now I have To pay a mechanic to make sure my car is intact. Who knows what went on. This is an absolute disgrace. A crime was committed and I have To involve the NYPD.

   

   

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/17/2025

  We had several individuals at our company attempt to reach out and help this customer with all of her many complaints and issues with her transport. We even issued her a full refund of her deposit before she even contacted the BBB about any sort of issue. This customer was very rude, and berated my employees for the issues with her transport even though it wasn't even our company responsible for all the issues she had named.

  We don't believe her follow up to our original response is a valid complaint for our business as everything she mentioned in her rejection response has to do with a completely separate company. We did everything we could to assist this customer (again including providing her with a full refund of what we charged her), but what she is asking for and what she is complaining about has to do with a different company and not ours. We do not believe this rejection response is justified against our company. This customer should be reaching out to the actual responsible party involved here and that company is " R&**************"

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22834455
  
  I am rejecting this response because:

   

  I used monarch as a transport company. They matched me up with R and D. I did Not hire r and d monarch did. That is their service.

  I contacted monarch several times and was never rude. My initial deposit of $200 was refunded AFTER I wrote Several bad reviews. It explained that they had my car for ten days and was told the truck broke down in ******** and ********* 
  

  as you can see from the two pictures of tickets I received, my car was still in ******** on 1/16/25 and 1:10/25
  

  What monarch is saying we will provide you with a transport company ( their sole purpose) but if anything happens well thats too bad.  I called Monarch after I received The two camera speeding tickets and they didnt return my call. 
  

  Is Monarch stating that they dont stand behind the companies they use to transport? If thats the case, they shouldnt be in this business. I paid $1100 for the transport and just received $100 charge for two tickets. They gave me $200 and said they would get the remainder back from the company THEY hired.   Where was my car for a week and a half???????? It was in ** when it was suppose to be on a truck on its way to ******** 
  
  

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/08/2025

  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.

  I contacted Mercury to handle shipping of my vehicle. As they are a broker I paid $250 to them and $950 to the carrier. Mercury had the delivery date listed as 1/3. The day came and went with zero communication from the carrier. I texted the driver and got no reply. Finally the carrier got back to me and stated they informed Mercury the delivery would be 3 days past the date, which would take us to the 6th. Mercury never contacted me to let me know they would be late. They stated they were never informed. Meanwhile we are paying $63 per day in additional rental car expenses. I was supposed to return to work but my work equipment was in our vehicle, so I missed 3 additional days of work unpaid due to their delay. I reached out to my coordinator with Mercury asking for a refund of the broker fee of $250. He refused and only offered $125. My lost wages plus the rental expenses are almost $900. I am requesting a refund of the $250, but really feel like thats not even enough considering how much stress this caused thinking our vehicle was stolen or wrecked due to their poor communication.

  Customer Answer

  Date: 01/08/2025

  Id like to withdraw my complaint, as the business contacted me and made it right to the best of their ability.

   

  Thank you

• Initial Complaint

  Date:08/09/2024

  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.

  We contracted with this company to transport a vehicle from ***** ******* to ********* ******. At some time during transport damage occurred to our vehicle being transported, but it was not reported. The damage was discovered upon arrival, and the driver attempted to conceal the damage. We contacted mercury auto transport, as they report to be insured, and have a "convenient claims process in the unlikely event we needed to make a claim" (this is essentially what they say on their website). In reality, mercury refused to accept a claim, and would not address concerns with the damage. Instead they advised us to file a claim with the insurance company of the cargo company they subcontractor our transport to. All of this occurred mid July, and to date we are waiting for an outcome, but at the end of the day, mercury has not stood by the service they delivered or the claims they make on their business website

  

  Business Response

  Date: 08/21/2024

  Hi ****, 
  
  I am sorry to hear that your vehicle sustained damages during its transport. 

  I understand that this situation is frustrating. When I reviewed your claim, It was noted that the damage was not documented with signed paperwork at the time of delivery, which limits our ability to process a direct claim through our system. When this happens unfortunately we are severely limited in how we are legally able to assist you as having that signed paperwork is required for us to move forward. It is for that reason that we did advise you to file a claim with the carrier's insurance provider directly. This step is necessary because it is the proper channel for compensation and repairs under such circumstances. I understand this process can be cumbersome, but it is designed to ensure that your claim is handled fairly and efficiently. 

  I feel terrible that your transport was handled so poorly and for that I am going to be refunding your deposit with us in hopes that it helps in some way ease the burden this transport has caused you. 

  If you need assistance contacting the carrier's insurance provider or gathering any paperwork you might need that we may have regarding your shipment, or if you have any further questions about the process, please do not hesitate to contact us. We are here to support you and will do our best to guide you through the necessary steps to resolve this issue.  
  
  ***** - Administrative Director
  ******************** 
  ***********************************
  

  
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22118139
  
  I am rejecting this response because your website indicates that you are fully bonded and insured and that this is why a customer can "ship with ease" with you, as you ensure "in the unlikely event" of an issue that it is a hassle-free claims process. You also indicate that you use only properly insured carriers. I did file a complaint with the carrier, as you suggested, and an appraisal has been completed. There are scratches on the rear passenger side, a broken tailight, a scratch on the rear panel, and a broken wind guard and light on the top of the vehicle. The case is currently under investigation, and the insurance agency has confirmed that the carrier was not using a vehicle that was properly insured with them. While we did sign the bill of lading, we were never informed that we were signing something to indicate the vehicle was in acceptable condition, but rather that we had to sign it in order to get the vehicle. On the contrary, we called the carrier with the driver and informed the driver's boss about the concerns with the evident accident. So, they were informed of our concerns. There are photos of the vehicle on the carrier prior to transport with no damage, so it is very clear that the accident occurred during transport. You state on your website you only use properly insured carriers. This is not true, given our current experience. In order to rectify this situation we would like the repairs completed on our vehicle, or reimbursement so we can complete the repairs. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/05/2024

  Hi ****, 
  
  Yes our company, as well as all the carriers we use are fully licensed, bonded, and insured. Your carrier's insurance policy was verified with the FMCSA/USDOT prior to your agent even recommending their services to you. The issue with us being able to successfully assist you with your claim is due to the fact that you did not have signed paperwork noting the damages on your vehicle. Without that documentation we cannot prove to the insurance companies when the damage actually occurred and that it in fact occurred while in the carrier's possession. And since we are not physically there during any part of the transportation, loading or unloading process we have to rely on the paperwork and signed legal documents for proof of damages. 
  
  Obtaining this signed paperwork is something our company works very hard to stress the importance of. It is typically mentioned more than once over the phone during the booking process and once a carrier has been located for your vehicle. It is also listed in our legal contracts that you signed when agreeing to use our company for your shipment. It is listed on our website, and in several of our emails about what to expect and steps for you to take during your transport process. I do apologize if your agent did not mention it to you directly over the phone, but that is why we do have this information listed in several other locations as well. 
  
  We did already provide you with a full refund of your deposit with us for the inconvenience this situation has caused you. I am sorry that we were not able to further assist you with your claim, but we are legally bound to follow the paperwork trail and can only do so much without it. 
  
  Please reach out to me If you need any further assistance or clarification on the claims process. I would be happy to explain it to you in better detail.
  
  ***** - Administrative Director 
  ***********************************
  ******************** 

  

  Business Response

  Date: 10/22/2024

  Hello.

  This is a duplicate complaint for the exact same issue this customer has already previously submitted and the complaint was closed. The customer is claiming they did not receive a secondary response to their complaint once they submitted that they believed my initial response was "unsatisfactory" to them, however that is not true as you can see below an additional response was submitted to the customer in regards to their first complaint and it was actually the customer who never responded and that is why their initial response/case was closed. 

  I do not understand why we are required to reply to the same comment and complaint a second time. A duplicate complaint is unnecessary and an unfair marking against our company's rating. I am requesting that this duplicate complaint be removed as the issue had already been previously closed. 

  

  Business Response

  Date: 10/22/2024

  Hi ****, 

  We actually did respond to your message a second time after you replied that you were unsatisfied with the first response you received. It was then you who never responded to the secondary reply from us and that is why the complaint was then closed. 

  Please view to attachments to this complaint as you can then view the secondary response you received to your complaint the first time, as well as the reasoning for the complaint being closed. 

  Although we were unable to assist you further with compensation for your damages due to the lack of signed documentation we did however issue you a full refund of your deposit with us, as well as the carrier having offered you a discount at the time your vehicle was delivered. 

  I understand that this was not the end result you were hoping for and am sorry that you do not agree with the outcome. We did try out best to assist you with the information we did have, but in your case it was not enough for the insurance company to move forward. As you mentioned to you several times previously by myself and others at our company you did not have properly signed documentation and that is why your claim was denied. It was not because of the carriers lack of coverage.

  I have also attached a copy of your signed contract with us for you to review and look over. It does explain in detail all of the steps needed to file a proper insurance claim and everything that is needed to do so.

  Please reach out to me If you need any further assistance or clarification on anything I have mentioned here. I would be happy to explain it to you in better detail.
  
  ***** - Administrative Director
  ***********************************************************
  ******************** 

   

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22118139
  
  I am rejecting this response because:
  It contains inaccurate information. The insurance claim was not denied due to lack of information to move forward. It was denied due to the contractor mercury used having improper coverage. This is in direct contradiction and violation of what mercury states on their website. They also advertise a 100% satisfaction guarantee. These are 2 Innacurate claims on their website. When I referenced lack of response, it was not through the BBB portal, but rather an employee i was exchanging a separate email chain with. I was asking him if there was a resolution we could come to, if my request could be escalated, or if I needed to pursue a litigation, and he didn't answer. I have consulted and our state attorney and know I have a claim, but it's time and energy for everyone, so I prefer a different route if possible. I'm open to a negotiation, to have the damage items replaced, and forgo the labor costs- but mercury auto failed to answer this offer. 
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/29/2024

  Hi ****,

  We provided you with up to date accurate information regarding the carriers insurance information at the time the incident occurred straight from the *******************************************, and the ************************ of Transportation. (FMCSA/*****) Website. All transporters that are in operation are required by law to not only have insurance, but also provide proof of that insurance coverage to the government. Those same documents provided by the carrier to the government are what was shared with you. 
  The carrier did have coverage and was legally allowed to operate and transport vehicles within and across state lines. 
  
  As mentioned to you previously, and again as written and well documented in the legally binding contract signed by you when agreeing to transport your vehicle through us, it is the carrier and carrier only who is responsible for any and all damages. (Please view the attached signed contract and highlighted portions explaining all of this in detail)
  
   Since your transport we have blacklisted this carrier and will not being doing any business with them in the future. We do believe that what the carrier did was wrong, and we agree that the way they are choosing to handle this situation with you is not okay. We also believe you deserve to have your vehicle repaired and the costs reimbursed to you by the carrier company, but "Mercury Auto Transport" is not the responsible party here. We did everything we could to try and assist you with the little information you provided to us, but unfortunately as we are never present during any transports we require concrete proof and documented evidence of everything that happened. Sufficient enough evidence not provided to us to move forward. 
  
  We tried our best to assist you in this matter, but it seems you are only interested in trying to get thousands of dollars from us for something that we are not responsible for simply because we were the ones who continued to respond to you after the carrier stopped. 
  
  We would be happy to assist you in continuing to contact the carrier and provide you any information you need about them in order to file your litigation against the carrier, but that is all we are able to assist you with at this time. Please make sure to look over your signed contract that was attached here and please reach out to me with any questions you may have regarding your contract or anything else mentioned here.  
  
  ***** - Administrative Director 
  ***********************************************************
  ******************** 

  

  Business Response

  Date: 10/29/2024

  The Signed Customer contract agreement is attached here for the customer to view. It explains in detail everything the customer needs to know about their damages and how they will need to move forward. It would not let me attach this file in my previous response. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22118139
  
  I am rejecting this response because:As I have shared, the shipper attempted to decieve us and hide the damage. We called them at the time of delivery and reported the damage we knew about, which they acknowledged, by giving a discount on the cost. However, they did not conduct a walk around of the vehicle, and actually hid the paperwork, explaining the signing of the *** as the only way to get the vehicle, not as acknowledging the condition of the vehicle. My ongoing concern is that the shiper you provided was not properly insured, as your website guarantees. This guarantee that you provided is why we decided to use your company, and now that guarantee is not being honored.this is the piece I would like addressed.

  Thank you for your time,
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/13/2024

  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.

  Mercury Auto Transport made it seem like I was issued a carrier, they then charged me money (broker fee of 350) saying that this dispatch was successful. When I called the driver the driver was unaware of any pick *** scheduled. I then corresponded with them via text that this person was rude and did not even answer any questions of mine. They then asked if I wanted to cancel this carrier which I said yes. They have then continued to promise that they were looking for another carrier but every day the response would be the same. I finally asked to cancel as they were unable to successful broker anything. In the end I asked for a refund of the broker amount, they refused to refund it. I have issued a chargeback but also just want to put this company on notice for their poor service and communication. Please dont be fooled.

  

  Business Response

  Date: 06/15/2024

  Hi Quoc, 
  
  I am sorry to hear that your experience with our company did not go well. The situation you have described with one of our agents definitely does not meet our standards. I would like an opportunity to hear more about your experience and  do what we can to make this right and definitely issue that refund to you right away. Please email me at your earliest convenience so that we can get started on this for you right away.
  
  I look forward to your email so that we can get this all worked out for you. 
  
  ***** - Administrative Director 
  ***********************************
  

• Initial Complaint

  Date:06/05/2024

  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.

  Mercury Transport fails to honor agreed cost

  

  Business Response

  Date: 06/15/2024

  Hi ******, 
  
   I am sorry to hear that your recent experience with us did not go well. Our agents do try their best to give all of their customers quotes that are as accurate as possible. However, our quotes are only estimated prices based on what vehicles are currently being shipped and are of similar size and type as well as traveling similar routes to yours.
  
   Because we are a broker we do not set the final pricing. We simply do the best we can to have our customers' vehicles be enticing enough for a carrier to want to ship. Once a carrier locates a vehicle of ours on the national board they can contact us with a price offer for shipping any vehicle of ours.
  
   As a broker, if a carrier makes an offer on a shipment it is our job to communicate that to you. Sometimes, the offers can be lower as well as higher but they are usually close to your original estimate. The carrier's offers consist of pickup/delivery eta's and their price. As the broker we only pass that offer/information on to you and you make the final decision. You do not have to accept any one particular offer. If the dates and/or rate does not fit your needs we simply let those drivers know and keep looking for the next carrier that works better for you. This is something we work very hard to explain to every customer via email, on our website and over the phone.
  
  I apologize if this process was not something that was properly communicated to you by your agent and I appreciate you bringing this to my attention. I will be speaking with all our agents today to ensure that they are continuing to properly explain to all of our customers how our quote system and the ********************** industry operates so that we avoid situations like this in the future.
  
  If you have any other comments or concerns please do not hesitate to contact me it would be my pleasure to assist you further.

  ***** - Operations Manager
  ********************
  ***********************************
  
  
  

  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21806206
  
  I am rejecting this response because: The Broker responds with a polite statement, much what Used Car Salesman pride themselves on.

  Their ***************, called me to explain what a quote is. It took me 42 years practicing Law to have a new definition of Quote. When I disagreed, he hung up. Expected that!

  I have quotes weekly and ship vehicles regularly, never having a price difference. This Broker practice's giving quote as low to attract customers, but their record of complaints say differently.

  When I tell someone a cost to handle a situation, I stick to that price even if I was wrong. A quote is a quote. This means putting reputation on the line for what is quoted. The broker does not understand the value of honor with doing the right thing. I will make sure never to call on them again, nor any of my partners. They will close the doors sooner than later
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/18/2024

  Hi ******,

  I am sorry you did not find our previous explanation satisfactory, however we too have been in business for many years, and if you look a bit more into the auto transport industry you will see that the way all quotes are determined is the same for all brokers. Even though it would be wonderful if the quote system was an exact science, it is not and I apologize about that. On some occasions customers work with us brokers and get that lucky magical exact number, and while that does and can happen, it is not always the case.

  This is something we are very open and transparent about much more than most other brokers out there, in fact being as open and transparent as we are about how this industry operates is one of the things we pride ourselves most on. The quotes you receive are estimates and estimates only because it is the carriers that do the physical shipping that set the final prices, not us the brokers.

  When you first came to us weeks ago and my associate **** explained this to you in detail you expressed your displeasure with that and it was back then that we offered you a refund of your deposit. 

  We have provided you with more than one sincere apology for your experience not only on here, but all of the other sites that you have left reviews for us on, as well as over the phone. We have issued you a full refund of your deposit, and a full and complete breakdown/explanation of the industry and quote process. 

  I am not sure what else it is that you are wanting from us. Perhaps being a lawyer it is in your nature to want to argue back-and-forth, however we will not engage in that with you.

  I am so sorry that you felt the need to continue reaching out to us on multiple platforms to express your discontent with our company, but at this point we have done everything for you that we could to make this right and we wish you all the best.

   

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21806206
  
  I am rejecting this response because: ****** still does not own up to the quote, adding additional cost as wanted.

  For some reason ****** believes I want to argue, as I am blessed to be too busy to waste my time. There are no regulations with these Brokers, but they do have a responsibility to honor what cost they give. I have shipped cars from **********, ******, and assorted cities in the ***. Never was asked to pay additional fees.  Again, if I misquoted a client a cost, I would and have absorbed the additional cost. This is mainly a business decision made in good faith. Maybe looking back, you should have done the same. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/25/2024

  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.

  Hired Mercury Auto Transport to transport my car. *********************** was very helpful with information on what to expect, however immediately after I paid the deposit, he let me know it would be difficult to get a carrier for that price and I would have to pay 200 more (which goes to the sub contractor not him and I understand that). However that now put the total inline with bigger companies which I may have gone with i.e. Roadrunner. So they need to be more realistic with their bid, not just bid low to get the customer then increase the price because their low bid wont' capture a transporter. My vehicle was damaged, the sub's before and after pics show it, Mercury gave me the sub's insurance info as JR ********************** will not respond to me or *********************** from Mercury in any of our emails. I called the insurance, they do not have JR ********************** on file. So now I'm stuck with a 1600-2300 repair bill for repainting the front hood /bumper (something dripped and ate the paint). I was reassured by **** that these companies were vetted and that was the reason to use Mercury, as they will secure a trusted company. I'm spending a good amount of my time and energy setting up shared file so JR ********************** can see the damage that is visible in their own photos and Mercury, while very pleasant, sent 1 email and now its my responsibility. I need more help than that. This car was given by my mother in law after a recent stroke, I don't care how old it is, the exterior was in perfect condition before transport and it has sentimental value. Mercury...I need your help processing this claim. We are 3 weeks post delivery without progress.

  

  Business Response

  Date: 06/05/2024

  Hi *****, 
  
  I am sorry to hear that your vehicle was damaged during its transport. 
  I would like an opportunity to hear more about this situation to see if there is some way we might be able to help you get your vehicle repaired. 
  If you could please send me an email at your earliest convenience with some details about your vehicle's transport, any repair estimates you received, and details about your experience with JR ********************** I would appreciate it. 
  
  In the meantime while I wait for your email I have gone ahead and issued you a refund of your deposit with us for all of the trouble this transport has caused you. You should receive an email regarding the refund shortly. I hope that helps somewhat ease the burden of the situation and damages caused by JR **********************. 
  
  I look forward to your email. 
  
  ***** - Administrative Director 
  ***********************************
  

• Initial Complaint

  Date:04/26/2024

  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.

  We enter into a vehicle delivery contract with this company. From ******* to ***********We agreed in price and time frames. The vehicle was picked up Monday and they checked the condition of the vehicle and provided us with a document with the condition.The vehicle arrived tuesday night in ********** and we couldnt go see it until Friday due to school/work schedule.Well the vehicle is missing the covers for the towing but also they destroyed the tires. We dont know how they transported the vehicle but it was supposed to be in a truck not pulling. We have pictures of how the vehicle left ******* and how it is right now.We called the driver and he just hangs up.We called the company that we enter into the contract and they are not answering. We sent emails and we are now waiting.I need to file a formal complaint as the delivery of the vehicle was not done correctly and now we will have to pay to get all those things fixed.

  

  Business Response

  Date: 05/07/2024

  Hi ********, 
  
  Thank you for reaching out to us so that we could address your situation and concerns.
   
  I am sorry to hear about what happened with your assigned transporter. As the broker since we are not there physically it is difficult for us to assist in some ways as we were not witness to anything that *** have occurred. I have already spoken with my damage claims rep who said that he has already reached out to try and assist you with filing a claim against the carrier for the damages. He will be able to provide you all the documentation necessary to file the claim against the carrier's insurance company. 
  
  This is the first time we have ever had any issues such as this with this carrier and I am incredibly disappointed in how they have handled this situation so far. the way they are choosing to handle this situation has definitely impacted any possibility of us working with them in the future. 
  
  We feel terribly that your transport was handled so poorly by your carrier that I have gone ahead and issued you a full refund of your deposit with us for all of the trouble and stress this transport has caused you. 
  
  I will follow up with my damage claim rep again today to make sure that he gets in touch with you as soon as possible and make sure that he stays on top of this for you to keep everything moving forward with the carrier's insurance. 
  
  If there is anything else that we can assist you with please do not hesitate to reach out to us and let us know. 
  
  ***** - Administrative Director 
  ******************** 
  ***********************************

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21632726
  
  I am rejecting this response because:

  I have not received any emails or messages from Mercury to help me with  the process. I keep emailing the **************** ******** of the carrier they provided for us, and still no answer. 
  The condition of the Rim and the tire is irreparable and we are still  waiting for an answer.

  Getting the 200 dollar we paid online will not help with our problem. Even if we get the full 500 we paid will  cover the tire *** rim. 

  Your selected driver was a very poor choice for the job that needed to be done.

  Please contact his insurance to expedite the process.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/16/2024

  Hi ********, 
  
  Thank you for your secondary response allowing us to clarify this situation further. 
  
  From what I can see on our end my damage claim rep actually reached out to you numerous times to explain the damage claim process to you as well as provided you with all of the carrier's insurance documentation you would need to file your claim. It was also explained to you that since you did not have the proper signed paperwork that filing a claim with the carrier's insurance would be more challenging for you as that signed paperwork is required in order to file your claim through the carrier's insurance. That could be part of the reason the insurance company hasn't been able to follow up with you, but to know for sure I recommend calling them to follow up. 
  
  As mentioned in my previous response, this was the first time we have ever had any issues with this carrier. Until your vehicle's transport we had full confidence in this carrier's ability to transport our customers cars safely. The experience you had with this carrier has most certainly impacted our business relationship and we will not be continuing to use their services in the future. 
  
  I am sorry you feel as though us providing you with a full refund of your deposit was not enough, but we were not present at any point during your vehicle's transport, nor are we the ones responsible in any way for the damages that occurred. We provided you the refund we did simply because we felt bad that your vehicle's transport went so poorly. 
  
  I will follow up with my damage claim rep again and see if there is anything more he can do to assist you with your claim and I will have him reach out to you again. 
  
  If you need anything else please don't hesitate to let us know. 
  
  ***** - Administrative Director 
  ********************
  ***********************************
  
  

• Initial Complaint

  Date:03/26/2024

  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 tried to use this company to transport a boat from ******* to ** they told me they needed a deposit from me to secure the transportation. They failed to pick it up the boat on the original scheduled date and on a subsequent dates as well. They could not provide me with a drives name or numbers to contact at that point I told them didn't want the service and please return my deposit. Since I requested my deposit back I have not heard anything from them and before they had been responsive continuing to tell me that eventually the drive would pick my boat up

  

  Business Response

  Date: 03/26/2024

  Hi ******, We already refunded you earlier today. It was done right after you spoke with our customer service Rep **** a few hours ago so we are unsure why you are also requesting a refund here as well even though it was already completed.

  I do apologize if the refund was not processed quickly enough for you, but we are a small company and only have one person that issues all refunds so sometimes they take time to get processed, but are usually done the same day. 

  Please make sure to double check your email and possibly your spam folder for information from us about your refund.
  If you have any more questions or concerns please let me know and I will do my best to answer them for you. 

  ***** - Administrative Director 
  ***********************************
  ********************
  
  

   

• Initial Complaint

  Date:03/18/2024

  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.

  What a dreadful experience with Mercury Auto Transport and their transport specialist, ************. I give them a rating of 1 out of 5, and even that feels too generous. While the receptionist may seem kind and friendly, don't be fooled. If you're unfortunate enough to be assigned to ************, I strongly advise you to seek services elsewhere.First and foremost, ************'s behavior was appalling. He blatantly lied to me just to secure his commission. His deceptive tactics and lack of integrity are utterly disgraceful. Not only did he provide false information, but he also had the audacity to speak rudely to me during our interactions.What's even worse is that ************ threatened me, explicitly stating that he would sabotage my bid in the system with truckers if I dared to take my business elsewhere. This level of unprofessionalism and coercion is completely unacceptable and has been reported.

  

  Business Response

  Date: 03/19/2024

  Hi *****, 
  
   I'm sorry to hear that your experience with Mercury didn't go as you expected. Your input and the feedback of all of our customers is important to us. I want to apologize for the completely unprofessional way in which your agent spoke with you and handled your transport. I will be speaking directly with *** today and make sure that he gets retrained on how to properly speak with and communicate with all of our customers as well as to discuss the issues you experienced with him to ensure that situations like this do not arise in the future.
  
  I do appreciate you bringing this interaction to our attention so that it could be properly addressed and If you would like to discuss this further please do not hesitate to contact me. I would be happy to assist in any way I can.
  
  ***** - Administrative Director 
  ***********************************
  ********************