Mercury Auto Transport | Car Shipping ExpertsReviews of mercuryautotransport.com

Response from Mercury Auto Transport | Car Shipping ExpertsJul 22, 2026

Mr. Chaika, We're sorry to hear that you remain dissatisfied with your experience. We respectfully disagree with your characterization of the events and believe it's important to clarify a few key facts. On **July 13, 2026**, you contacted Mercury Auto Transport requesting a **same-day pickup by 3:00 p.m.** Our team located an independent carrier within approximately two hours, notified you that the carrier had been secured, and requested the dispatch paperwork needed to reserve the driver. You confirmed completion of the paperwork and later spoke directly with your agent, Scott Hawley, who confirmed the pickup, identified **Jezer Trucking** as the assigned carrier, and explained that the remaining dispatch documents and driver information required a short amount of processing time and would be forwarded as soon as they became available. The carrier was dispatched at **10:10 a.m.** At **10:38 a.m.**, before the remaining dispatch documents could be finalized and sent, you advised Mercury Auto Transport that you had chosen to use another transportation company and requested cancellation. At that time, you were advised that cancelling after dispatch would result in the applicable broker fee under the Terms and Conditions accepted at booking. In accordance with those Terms and Conditions, our cancellation policy provides for a partial refund when a customer cancels after dispatch. Consistent with that policy, Mercury Auto Transport processed a refund of **$331.54**. We have retained timestamped text messages, dispatch records, and supporting documentation reflecting this timeline. We appreciate all customer feedback, but we also believe it is important that reviews accurately reflect the documented sequence of events.

Response from Mercury Auto Transport | Car Shipping ExpertsJan 7, 2026

We are sorry that your experience did not meet your expectations. We’d like to respectfully clarify a few points for accuracy and transparency. First, regarding pricing: you did not pay a premium rate. You were provided a special rate that was honored from your original September quote, despite market rates for this route increasing since then. We made the decision to honor that rate and proceed with your transport as quoted. Regarding transit time: your vehicle was picked up on the 5th and delivered the morning of the 7th, which is a 2-day transit, not 3 days as stated. All pickup and delivery timeframes provided are estimates, not guarantees, as clearly outlined in our written communications. As for communication, our operations team responded to your inquiries within minutes and provided updates as soon as they were available, even when the updates involved delays. While we understand delays are frustrating, we made every effort to keep you informed in a timely manner. As stated in our email communications prior to transport: “During transit, the driver will contact your pickup and delivery contacts ahead of arrival. Delays can occur due to traffic, weather, or routing between customer loads.” Delays can occur at any point due to factors beyond anyone’s control, including traffic conditions, weather, mechanical issues, or other customer load schedules. While we strive to be as proactive as possible, these situations can sometimes change quickly. We regret that this experience felt stressful, and we understand your frustration. Our goal is always to provide clear communication and realistic expectations, and we remain committed to improving wherever possible. If you would like to discuss your shipment further or have any additional concerns, you may reach out to [email protected]

Response from Mercury Auto Transport | Car Shipping ExpertsDec 4, 2025

I want to clarify a few points regarding your experience. Our records show that Kent did call you on [date] at 11:25 AM Eastern, and the call went to your voicemail. As we discussed, quotes provided by our team are estimates and not guaranteed prices, and this is standard practice in the auto transport industry. Logan explained the situation and the necessary adjustments to your shipment, and we also offered to assign a different agent to assist you. While we strive to provide excellent service, it’s important to note that our team must adhere to company policies and industry standards. We regret that this experience did not meet your expectations. Our goal is always to provide clarity and support throughout the transport process.

Response from Mercury Auto Transport | Car Shipping ExpertsSep 26, 2025

We were always transparent with you that Mercury is a broker and that your quote was an estimate by definition, not a guaranteed price. At the time of booking, you were also explained how the process works, including that rates can fluctuate depending on carrier availability. In your case, the final carrier rate ended up being $153 higher than the original estimate, and you approved that adjustment once the carrier offer was presented. It’s important to note that in auto transport, most carriers are small, family-owned companies that typically finalize their schedules only days before pickup. This means that booking weeks in advance does not guarantee a locked-in rate the way an airline ticket might. Rates in this industry change frequently with supply and demand, and we make sure to present you with verified, vetted carriers only. Brokers like Mercury are essential in this process, as carriers focus on driving and rely on us to match their routes with customers who need transport. While we regret that your experience did not meet your expectations, we did operate with transparency throughout and ensured you were fully informed before moving forward.

Response from Mercury Auto Transport | Car Shipping ExpertsAug 26, 2025

The phone number referenced, (561) 559-4703, is not a line our agents use to contact customers. That is a dedicated carrier line and would never be used for customer communication. Each of our agents has their own direct number for customer contact. Unfortunately, this review appears to come from someone associated with the industry rather than an actual customer — either a competing broker upset a customer chose Mercury, or a carrier who was declined after attempting to raise their rate above the agreed amount. If you are a genuine customer, please reach out to our office directly so we can review your concern and assist you. Mercury is committed to honest, professional service, and we take these matters seriously.

Response from Mercury Auto Transport | Car Shipping ExpertsJul 31, 2025

We're sorry to hear that your experience did not meet your expectations. To clarify, you approved the final price before the vehicle was dispatched. Your agent thoroughly explained that the quote you initially received was an estimate based on a flexible schedule—not a guaranteed price. This was communicated to you by phone, email, and text. As is standard in the industry, once your agent received an offer from a carrier, you were given the option to accept, decline, or wait for another offer. You chose to move forward and signed the agreement, which authorized us to proceed with the carrier at the agreed price. Regarding the post-delivery issue, we sincerely apologize for the behavior of the driver. Prior to this, we had not experienced any problems with that carrier. However, based on your report, we have decided to discontinue working with them, as we do not tolerate that kind of conduct. As for the issue with your vehicle, your agent did advise you that any damage claims must be filed directly with the carrier's insurance provider, as required by law. Only the vehicle owner is authorized to file such a claim. We understand that this was a frustrating situation, and we hope this provides some clarity on the steps we took to support you throughout the process.

Response from Mercury Auto Transport | Car Shipping ExpertsJul 30, 2025

We’re sorry to hear you were dissatisfied with your experience, but we would like to clarify a few important points. There were no hidden fees involved in your transport. As explained via email and other communications, all quotes are estimates, not guaranteed prices. This is standard across the auto transport industry and is clearly disclosed in our process. Final pricing is determined by real-time market conditions such as supply and demand. Your agent worked to secure the most competitive rate available at the time. When a higher offer came in from a qualified, vetted carrier, your agent presented it to you, and you agreed to it. In fact, when your agent offered to cancel the order, you replied, “Just calm down, I accept $800.” You later informed your agent that you couldn’t pay the driver in cash, which required us to charge your credit card instead. That added a $40 processing fee, bringing the total to $840. Your agent even offered alternatives like Zelle or Venmo to help you avoid that charge, and you approved the $840 before we finalized the booking. There were no surprises—you knew and accepted the full, guaranteed rate prior to placing your deposit. As a broker, we work only with carriers who are properly vetted to meet FMCSA and DOT requirements, including insurance, licensing, and safety records. After the vehicle was delivered, you mentioned an issue involving a screw inside the car. However, this was never reported to the driver or to us at pickup or delivery, and there was no notation on the Bill of Lading. Shippers are responsible for securing all loose items inside the vehicle, and any concerns must be addressed at the time of delivery. That said, while we were under no obligation to issue any refund, we chose to refund our $250 agent fee as a gesture of goodwill—understanding there was a disagreement about a screw was reported after delivery, even though it was not told to the driver or your agent prior to pickup or drop-off. Our goal was simply to help you potentially resolve the matter without further frustration.

Response from Mercury Auto Transport | Car Shipping ExpertsJul 14, 2025

We take all feedback seriously and are constantly looking for ways to improve. Each situation is unique, and we do our best to address issues on an individual basis to ensure a fair and thorough resolution. As we mentioned in response to your previous review, we still have limited information about your specific order. We asked you to contact us approximately 24 hours ago through that platform, and now again here about 12 hours ago, but we have yet to receive a response from you. While we understand your concerns about communication, it’s important to note that we’ve made multiple attempts to open a dialogue in order to look into this matter and assist you directly. Unfortunately, we cannot move forward without more information from you. Please reach out to us at [email protected] so our team can review your order and address your experience appropriately. We genuinely hope to hear from you and have the opportunity to resolve this.