Tricia D.
I used this company to transport my…
I used this company to transport my vehicle from Florida to Connecticut. Initially, they were great to work with—professional and responsive—up until the deposit was received to lock in the pickup date. After that, communication significantly dropped off. I was given a pickup date and told that there were no other customers scheduled for that day, so a morning pickup should be no problem (which was important because I had a flight that afternoon). However, they wouldn’t officially confirm the appointment until two days prior and said they would email me to confirm. That confirmation never came. Starting on Friday, I reached out multiple times via phone, text, and email with no response. On the morning of the scheduled pickup, I finally received a call—only to be told they couldn’t make it that morning and would try for the afternoon. Again, no follow-up communication unless I initiated it. Eventually, I was informed the car wouldn’t be picked up until the following day. By then, I had already left, and a neighbor had to step in and handle the handoff. The initial estimate I was given was $719, which I agreed to when I booked. However, I was later charged $1,000. At that point, I had no other option since it was too late to make other arrangements. I was told the car would be delivered in two days, and someone would reach out 2–4 hours before delivery. We arranged for someone to be available to pay the remaining balance and receive the vehicle. After numerous attempts to confirm the time, we were finally informed—at 4 PM—that delivery would be delayed until the next morning. I feel misled by the polite and reassuring communication at the beginning. Unless you have a very flexible schedule and are okay with paying more than the quoted estimate, I would not recommend this company.
Response from Mercury Auto Transport | Car Shipping ExpertsSep 19, 2025
We’re very sorry to hear about your frustrations with scheduling, communication, and the change in price. We understand how important it was for everything to line up with your travel plans, and we regret the stress this caused. Once your order is dispatched, communication and scheduling updates are handled directly with the carrier. Unlike airlines or large transport companies, most carriers in this industry are small, family-run businesses that may only operate one or two trucks. They’re often moving up to nine vehicles at a time and have to manage delays from traffic, weather, and other pickups or deliveries. For this reason, carriers can provide a timeframe but are rarely able to guarantee an exact pickup or delivery time. Regarding pricing, it’s important to note that a quote is an estimate based on current market conditions, not a guaranteed final price. When the carrier required a higher amount to secure the transport, that final offer was presented to you for approval before the order moved forward. We always aim to secure transport at or below the quoted rate, but ultimately the carrier sets the final terms and we work to find the best available option for your schedule.