Review Report Review
Poor Customer Service

J Rochelle Submitted this review about Mercury Auto Transport
Review made Live: 6/26/2009 12:12:00 AM
I chose Mercury Transport because of the positive reviews I had read, but it ended up like the nightmares I read about with some of the other companies and like I was trying to avoid. I contacted Mercury Transport approximately 3 weeks before I needed pickup. Lilly was very nice and seemed to have very good customer service. I had stated I needed the car picked up no later than June 20 because I would be gone from the area and that I was very flexible for any date before that. I was assured there would be no problem and they listed my earliest date as June 15. I received no contact from Mercury so I called them on June 16 to see if everything was still on track. I contacted Lilly to find out she was out of town for family business, which is certainly understandable, but it left no one to take care of arranging my transport. I was given dispatch's extension and they assured me they would quickly get it arranged. I heard nothing back from them and tried calling back. I repeatedly got voicemail after voicemail, which I left messages to be called back. These calls were made from 8 am to 5 pm so I am not sure what they consider normal working hours. I never received a call back from any message I left. I called numerous times on June 17 and finally got someone to answer that afternoon and I was told they would get someone there that afternoon to get the car but it would be $50 more. I said that was no problem and they sent me a confirmation with the driver's information. The truck never showed and I tried to call the driver with the number I was given and it connected me with a tracking company that required a password, which I was never given. I called Mercury back and they said they had cancelled but I was never contacted. They then assured me they would get someone arranged quickly and give me a call back in a couple hours. This was June 18 and I didn't hear back from them until June 22. They told me they would get someone there but it would be an extra $100. By that time I had left California and was halfway through New Mexico with the car. I guess they really didn't understand I was serious when I told them I would not be there any longer after June 20. Customer service was terrible, because they never informed me of anything, like problems arranging the shipment of my car. They only contact I had with Mercury Transport was when I initiated it, with the exception of June 22, after I had been gone 2 days.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Virginia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
43272-IR
Quote or Order Cost:
$1000