Company Response Review Report Review
I was told to not call again.

Sheldon Submitted this review about Mercury Auto Transport
Review made Live: 4/23/2024 10:11:00 AM
In the past year I had used Dean to transport at least 5 vehicles. Dean was always prompt and polite. I recommended him to my friends. And beings we were working with auctions and storage fees. Sometimes I would end up picking the vehicle up myself. Dean was like "No problem hopefully it will work next time." Mercury Auto Transport recently switched my agent to Scott. I was wary but decided to try him. I booked my shipment. Then I had a friend offer to pick up the truck. I tried calling Scott but he didn't answer, so I sent him a message to cancel my order and he never got back. A a couple hours later my friend called back and said it wouldn't work so I tried calling Scott but he still didn't answer... So I left another message to rebook it and never heard a reply... Later that evening circumstances came up that allowed my friend to pick up the vehicle. I still wasn't sure if my vehicle was booked or not. So the next morning I called Scott and asked him if I was currently booked or not. He said I was booked. I asked him if he could cancel it again. He replied, "This is the second time in 24 hours that you asked to cancel this! Could you do me a favor and not call again?" I realize that it was unhandy for him. But except for a automated email and text message every morning he had left me mostly in the dark as to the status of my shipment. . And my friend was driving very close to the auction yard and it only made sense to have him pickup up the vehicle. So I will likely check another shipping company for my next auto shipment.
Shipment Details
Origin State:
Pennsylvania
Pickup:
Never
Destination State:
Ohio
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
16599703
Quote or Order Cost:
$505

Company Response
Jeff Solomon from Mercury Auto Transport Submitted this response.
Response Date: 4/23/2024 7:16:00 PM
I'm sorry you've had quite the frustrating experience with the recent switch to Scott after consistently positive interactions with Dean. I'm sorry to hear about the challenges you faced with your recent shipment. It's understandable that you would expect clear communication and flexibility, especially given your previous positive experiences. It's disappointing that Scott wasn't able to meet your expectations and provide the level of service you've come to appreciate. Your loyalty and trust in Dean's service are commendable, and it's unfortunate that the transition to a new agent didn't go as smoothly as hoped. Exploring other options for your future auto shipments seems like a reasonable decision given the circumstances. Finding a reliable and communicative partner is crucial, and I'm confident you'll find a shipping company that aligns with your needs and expectations. I would like to thank you for giving Mercury another chance as I did hear that Ryan did reach out to you.