Mercury Auto Transport
reviews and complaints

Hello,

At this point I couldn't be happier. From the first time I spoke to John, he bent over backwards to meet my impossible timeframe for shipment. As I was on the phone with him he was calling drivers to get someone booked. I was involved every step of the way which made me understand how unreasonably demanding his job is. He originally booked a driver that ended up canceling due to a breakdown. I called John to let him know and at no point did John say, it can't be done. He did the exact opposite and simply said give me a few minutes and I'll call you back. Within 30 minutes he called me back and had another driver ready and available. He is truly professional, courteous and he absolutely understands the definition of customer service. He should be commended for his professionalism, excellent communication skills and customer service. I will definitely be a returning customer in the future. As far as the driver is concerned, he was on time, polite and professional. He had my vehicle loaded and was on his way in a matter of minutes. To sum it up I am extremely happy with the service your company provided. Should you have any further questions please feel free to contact me directly.
Thank You

DO NOT USE THIS COMPANY, EVER!
i used them to transport my jeep from AZ to MI. Arrangements were made and everything seemed to be going well.
Until the jeep got to MI!

In MI the driver refused to release my Jeep to my son stating he required $800.00 instead of the agreed upon, contracted, $700.00. I already paid Mercury their broker fee of $150.00.

My son refused the additional $100.00 standing his ground stating the contract was for $850.00.
The driver then threatened to call the Police.
My son in turn offered to call either Lincoln TWP PD or the MI State Police. The driver started to display aggression when my son asked where the DOT info was for the drop off vehicles. And where was the contract paperwork for the Jeep with the $800.00 listed.
At this point the drive gave my son my Jeep for the $700.00.

WHAT KIND OF COMPANIES DO THEY YOU SUB OUT TOO?

DOES MERCURY ALLOW AND CONDONE ROBBERY, STRONG ARMING AND POSSIBLE EXTORTION TO RELEASE A TRANSPORTED VEHICLE?

Apparently so, I tried contacting my broker, *** and after 2 days have gotten no response from her. So please keep this in mind, they promise the world and fulfill nothing.

STEER CLEAR FROM THESE CROOKS UNLESS YOU WANT TO GET EXTORTED, ROBBED AND THREATENED AT DROPPOFF.

DO NOT USE THIS FIRM! They gave me a 3 day window for delivery and I cleared my schedule as much as I could to accommodate them. I sent a message letting advising that I would be unavailable to meet the carrier for delivery hand off for a 3 hour period on a Monday because of work. I was assured this was fine and that it was very unlikely the car would arrive on Monday. Come Monday morning I get a call from an incredibly rude woman from MC Trans (Los Angeles based) saying my car would be delivered exactly at the time I was unavailable. When I advised that I would not be available at the time, I was screamed at and threatened with a $300 add on to put my car into storage. I resent him the message where I clearly said I was not available at the time. He reiterated that I would be charged an additional $300 if I did not make myself available to get the car. Basically, he had arranged a deal with an individual at MC Trans to charge me an additional fee and split the profit. They refused to pick up my calls after hanging up and did not reply to my messaged. I called the boss and she assured me that it was completely illegal for MC Trans to charge me $300 for storage. I did eventually get my car but I have never dealt with a someone like this before. BE WARNED!

The Company is a Scam. They would not honor signed agreement. We placed a confirmed order on 3/2/22 to transport 2 vehicles, for a specific TOTAL Tariff price and then total we receive several email & text messages with a different price to transport only 1 of the 2 vehicles. So I contact Tess via email and text to ask what was going on. She stated that the prices had gone up $1400 for 1 of the vehicles and $3400 for the other. I explained to her that I had a legal agreement with a specific Tariff and agreement verbiage that should honor that price. Five minutes later she cancelled our original agreement. Before canceling the agreement she had gone into to the original agreement and changed the first available pick-up date from 3/21/22 to today’s date of 3/28/22 and she changed the Mercury Auto Transport contract information. So I called her and question her actions and asked her how she could just cancel our original agreement? She went on to say that she needed to talk with management. She called back immediately to tell me that I was not willing to work with she and then she hung the phone up on me. Before hanging up the phone in my face, she made it very clear that management told her to do this. What professional company does this? I was not verbally hostile, I was very professional, and I only questioned the legality of the signed agreement dated 3/2/22. I understand that prices go up, but a legal binding agreement is a legal binding agreement period.

I received a quote to ship my vehicle in March with a ship date of May . I chose Mercury Auto Transport based on the company reviews and quoted price. I understand that the industry as a whole is based on a ask/bid system. For the last two weeks, I have received daily texts saying that a carrier would be selected 3-5 days before my ship date. This was not the case. Aside from the auto-generated text messages, my rep did not give me an update on my order. I contacted him a day prior to my estimated ship date to get an update. He said that he was working on finding a carrier but was having trouble because the cost of shipping a vehicle had gone up. A carrier was selected a day after my expected ship date at a cost of $500 over the initial quote price, which was 150% over the quote. This is not my first time shipping a vehicle, and I am aware of how the system works. Lesson learned: Do not request a quote or place an order to ship a vehicle more than a week in advance. Companies like Mercury Auto Transport will use your timing against you. They did not give me an update 3-5 days prior to my ship date as agreed. The update only said that they were waiting to hear back from different carriers. They did not tell me what was going on with the cost to ship my vehicle until after the date my vehicle was scheduled to be picked up. They did not schedule the shipment of my vehicle per the agreed dates. My complaint is not a matter of cost, but a breach of agreement, dishonest business practices, and poor customer service. My complaint could have easily been resolved by a phone call from my rep a week prior to my ship date.

If you're reading this then I applaud you for you are doing your homework investigating which company to use to transport your car. Well, you can rest assured that your search is over!

As someone who did their due diligence spending hours trying to find the best & most economical company, I am happy to report that Mercury Auto Transport, and specifically Eric L., got the job done.

In this time of COVID, Eric provided daily updates which were very reassuring. He was always very attentive and had the utmost patience with me and all my questions and concerns. Finding a transport was not easy since I called as soon as things started to open up again and it seems everyone rushed to be on the move too. It also didn't help that apparently Texas is a hot destination (I sent the car from LA). Even though there was a delay, I would totally recommend them. Once a pick up date & time was agreed upon, the driver was prompt, courteous, and delivered the car in perfect condition.

Thank you for giving me peace of mind during my first transport service!

P.S. I will admit that during the weeklong+ delay of Mercury trying to find a driver, I called another highly rated company (sorry don't remember the name but the agent was named *** and they quoted me a higher price for a pick up within two days. I was getting anxious with the delay so I agreed to move forward. They said they would call me back with all the confirmed details to proceed, but they never did! That's when I realized how I had taken Eric's superb service for granted! Thankfully, within 3 days of almost making the biggest mistake, my car was off to Texas in good hands!

I have to say that working with Mercury Auto Transport has been a painful experience. My broker quoted me $855.00 to transport my RAM 1500 truck from AR to MA. I engaged this agent's (*** Castanada) services two weeks in advance of my desired ship date. Every day, *** would have some robotic-generated email sent to me stating that "I should not talk with any other brokers" because they would just try to *** into switching vendors. And further, "don't listen to any other company's opinion of Mercury Auto Transport's reputation. I can now see why *** was steering me away from what turned out to be - the truth! Every day these robotic emails were sent to me assuring me that Mercury Auto Transport was going to "take care of my needs" and "get my truck shipped." These emails were all a ruse just to keep me from changing brokers which I should have done much earlier on. Several times I answered ***'s email asking him for status or phone call or some indication that he really had my order underway. Come to find out that Mercury Auto Transport's method of operation is to bait their customers with extremely low (false) shipping rates and then at the last minute, contact them, and upcharge them when they are most desperate to have their vehicle shipped. It's a ***. Classic bait and switch! Not only did *** not succeed in securing a reputable carrier, he had the wrong vehicle and the wrong scheduled date which I provided to him in writing 2 weeks earlier. So, from the start, *** had mismanaged my order. And he never once contacted me to say that my order could not be fulfilled. And further, after I finally got him on the phone, (to cancel my order), I kept getting emails (robotic I'm sure) stating how he would love to have my business! Are you kidding me! My honest recommendation to anyone looking to have their vehicle shipped to anywhere for any distance is to STAY AWAY from Mercury Auto Transport.

I contacted *** on or about 30 Dec 20 discussed the shipment of my vehicle from California to Texas. After we agreed on the price I paid a deposit of $160.00 on 5 Feb 21 with a first available pickup date of 21 Feb 21. I received an email from *** confirming the date on 09 Feb 21.
Since it was stated that there was a five day window, I requested via email to change the first available date to be 20 Feb 21. I previously tried to call *** on numerous occasions to request the date change but to no avail and definitely no return phone call which prompted the email.
I also needed the date changed because I wanted to be in the area when the vehicle was picked up. I was scheduled to leave California on 25 Feb 21. With that being said, the pickup window should have been 20 -24 Feb 21.
On 11 Feb 2021, I received an update via email stating we were 10 days from my first available pick up date (21 Feb 21). None of the correspondence acknowledge my change request of 20 Feb 21.
On 19 Feb 21, I started receiving daily updates with this email stating "they were waiting to hear back from a couple possible carriers today and tomorrow."
On 20 Feb 21, received daily update stating "they were waiting to hear back from different carriers to ship my vehicle."
On 21 Feb 21, received daily update stating "you are set for first available. Everything that can be done to have vehicle picked up ASAP is being done."
On 22 Feb 21, received daily update stating "still awaiting to hear back from a couple of carriers."
On 23 Feb 21, received daily update stating "everything that can be done to have vehicle picked up ASAP is being done."
On 23 Feb 21, replied to update later that evening notifying *** that no one has contacted me about my vehicle. I also stated my vehicle was supposed to be picked up no later than today. When can I expect my vehicle to be picked up?
On 24 Feb 21, received email from *** now stating first available starting pick-up date was 23 Feb. He stated per our discussion and our contract the cost was based on a 5 day window. Also stated the pickup window is 23 thru 27 Feb.
He sent a price and payment statement after I paid the deposit of $160.00. The statement stated the first available pickup date was 23 Feb 21.
My copy of the same document stated 21 Feb 21 was the first available pickup date. I asked why did the date change from the 21 Feb to 23 Feb? Subsequently, I received no response to my question.
His last statement to me was that I signed a contract with pickup 5 days from 23 Feb. Of course this was not true since my copy of the same document stated 21 Feb.
I also requested via email (09 Feb) to change first available pickup date from 21 Feb to 20 Feb which was never considered. Prior to 09 Feb, I tried to call *** on several occasions and left voice messages but no answer or return phone call which prompted the email.
On 25 Feb 21, my vehicle wasn't pickup by 24 Feb as initially requested. The vehicle had to be relocated to a different location since myself and fiancee were travelling from California to Texas that afternoon. I also emailed *** with the new location of my vehicle and provided additional point of contacts in California in the event he couldn't reach me.
On 26 Feb 21, received daily update stating "when a carrier calls it will be for the same day or next day pickup. It can be any time."
On 27 Feb 21, received daily update stating "all carrier's within a 100 mile radius of Moreno Valley CA have been aware that you're ready for pickup. It's just a matter of time and I'm on top of it. Hopefully will be any time now. Will let you know once we have a carrier day or night."
On 28 Feb 21, received daily update stating "just a reminder, your vehicle is currently posted on the national board for auto transport for first/next available pickup. I will call you the moment we have a carrier for you."
Also on 28 Feb 21, received a phone call from California informing us that the vehicle had been vandalized. Per ***'s previous email stating the last date of pickup was the 27 Feb, why wasn't the vehicle pickup on that day? The vehicle wouldn't have been in California if vehicle was picked up as promised.
On 01 Mar 21, received daily update stating "I am waiting to hear back from some carrier's today. I will call you the moment we secured a spot, thanks."
On 02 Mar 21, received daily update stating "We're still waiting to hear back from some carrier's and hope to have this wrapped up shortly. The carrier's that are confirming transport for your vehicle are picking up same day or next day. The moment that happens I will contact you day or night."
On 03 Mar 21, received daily update stating "I just want you to know we're doing everything that can be done to make sure your vehicle is picked up ASAP. All carriers running your route & within a 500 mile radius of your pickup location are contacted daily. I'll be in touch soon."
On 04 Mar 21, received daily update stating "Your vehicle is posted on national board for auto transport. All auto transport carrier's are notified your vehicle is available for pickup today. I'm hoping to hear back from one carrier I spoke to last night. As soon as I do I will contact you."
On 05 Mar 21 at 750 am, received daily update stating "We can confirm your order is dispatched and a carrier is now assigned to pickup your 2006 Acura TSX. Estimated Load Date: 03/05; Estimated Delivery Date: 03/09. Your carrier is Auto Hauler Express LLC and they will contact your origin and destination contacts prior to both pickup and delivery. They typically call the origin/destination prior to loading 3 hours in advance. If they are loading early in the morning they will contact you the night before. You can feel free to reach out to them at any time. They have all your information for both pickup and delivery."
On 05 Mar 21 at 0905 am, received daily update stating "We of course have your vehicle set as available for ASAP pickup. Our carrier line is open 24/7 to make sure we will get you the next possible carrier. The moment we have a carrier opportunity I will contact you day or night."
Why would I receive an update stating you have confirmed a carrier at 0750hrs and then send another update (the same day and 1hr 15 minutes later) that you're still awaiting for the next possible carrier)?
On 06 Mar 21, received daily update stating "I'm still doing everything possible, every day to have your vehicle picked up ASAP and I will continue to do so. As soon as we have a carrier, I will call, text and email you.
On 07 Mar 21, received daily update stating "I'm waiting to hear back from a couple possible carrier's today and tomorrow. Hoping to have this wrapped up soon and be in touch with you shortly with a carrier."
On 08 Mar 21, received daily update stating "We're waiting to hear back from different carriers to ship your 2006 Acura TSX. You are all set for us to hear from a carrier at any time. I will contact you the moment we have one day or night. Thank you for your attention, I will be speaking to you shortly."
Just to be very clear, *** and I haven't spoken to each other since the first week in Feb. So in other words as you can see with my schedule of event, no one (*** or any carrier's driver) has called me and my vehicle was never picked up.
On 09 Mar 21 at 0910 am, received daily update stating "You are all set or the first available. Everything that can be done to have your 2006 Acura TSX picked up ASAP is being done. Once we have a carrier I will be contacting you, it can be any time."
On 09 Mar 21 at 1107 am, received an email subject stating "ARE YOU STILL INTERESTED? The email stated " I wanted to follow up with you and find out if you are still interested in shipping your vehicle? Please let me know and I will go ahead and update your file. We may have trucks running this route on a weekly basis. Please contact me if you would like to verify this for your transport. We'd hate to see you go, but if you are no longer interested in shipping your vehicle, we welcome you to scroll to the bottom and click on the Unsubscribe option."
On 09 Mar 21 at 1124 am, I replied to ***'s email stating "At this point and almost two weeks later, I'm not interested in your company shipping my vehicle. Since the vehicle was never picked up, will you send my deposit of $160.00?"
On 10 Mar 21 at 0751 am, *** replied stating "THIS IS THE 3RD TIME I'VE CONTACTED YOU WITH A CARRIER AVAILABLE. IT ALWAYS TAKES YOU OVER 12 HOURS TO RESPOND, THAT IS WHY I CAN'T P/U YOUR VEHICLE. THE CARRIER WON'T WAIT THAT LONG FOR A RESPONSE.
On 10 Mar 21 at 1028 am, I replied to ***'s email stating again " Are you going to send my deposit back to me?" Since ***'s reply to my email was all in CAPITAL LETTERS, I'm assuming he was very upset with me.
Just to be very clear, *** and I haven't spoken to each other since the first week in Feb. So in other words as you can see with my schedule of event, no one (*** or any carrier's driver) has called me and my vehicle was never picked up. Also *** never answered my question concerning the return of my deposit.
Eventually I went to another transport company and after contacting them within 30 hours my vehicle was picked up and headed to Texas.
Something that took this transport company only 30 hours to accomplish, Mercury Auto Transport still did not pick up my vehicle after two weeks.
Because of Mercury Auto Transport poor performance and lack of service, my vehicle was vandalized after last pickup date and sustained $2,600.00 in damages.
I didn't feel like a valued customer and very frustrated at how we were treated.
Lastly, I would never recommend this company since the company's representative (***) was so very rude, unprofessional and lack of timely service to me as a valued customer.

We used Mercury to arrange transportation of my husband's vehicle while he was deployed in February. Our husband's car was eventually dropped off in the middle of the night and they did not leave the keys, and we have been trying to get them back for months. Replacement keys cost $500. The whole process was a nightmare (car was late after the transportation truck broke down and had extra last minute charges added on). We can't get responses from the transportation company that Mercury located for us and even had someone else's keys sent to us. We would either like our keys returned or for the broker fee to be refunded.

This is a review about Mercury Auto Transport LLC. I placed an order with one of their representatives, ***, on February 25th. However, I haven't received any updates since then. I clearly informed *** that the earliest pickup date is the 24th and the latest is the 27th, as my flight is on the 28th. Unfortunately, I didn't receive any information until the 27th, which was the last available pickup date. I called the driver, but he seemed unaware of my order and said he couldn't come that day. I contacted *** on the 27th and informed him about the driver's response. Surprisingly, he told me that my car was marked for pickup in the system, which was ridiculous because it was still in my garage. *** was of no help, so I had to reach out to the driver myself and ask him to try to arrive by 1pm on the 28th. I waited at home until 1pm, but no carrier showed up to pick up my car. At that point, I had to cancel my order since my flight was at 3pm. After arriving in LA, I informed *** that I no longer needed their service and requested a refund. However, he informed me that Mercury contracts do not refund deposits or broker fees, which was another ridiculous thing (I doubt he even understands Mercury contracts properly). I was very disappointed because it wasn't my fault, so why couldn't I get a refund? I checked the Mercury guarantee on their website, which stated that if my vehicle wasn't picked up within 3 days from my first available pickup date, I could receive a full refund. *** didn't respond to my message, but when I left a review on ***, he suddenly claimed that there would be no refund because I canceled the order myself. Excuse me? Is it my fault that I had to cancel the order when no one came to pick up my car before I left? Now I want to know who can handle my case. I'm tired of dealing with this unprofessional worker, ***. I hope to hear back soon!