Company Response Review Report Review
Not Satisfied with Customer Service

bob Submitted this review about Mercury Auto Transport
Review made Live: 1/30/2012 1:10:00 PM
I had my BMW picked up from North Carolina and brought to Indiana. I read the reviews for Mercury Auto Transport and they seemed exceptional. Their price was not the cheapest nor the most expensive. I decided to have my vehicle shipped and spoke to Charlie. He was very helpful over the telephone and provided more than needed information. Send all the paperwork (BOL) and would advise when vehicle would be picked up. Once I made my deposit to Mercury of 100.00, I called back on Friday to see if vehicle had been picked up. I did not get an answer and left a voice mail for Charlie to return my call. He even gave me his mobile number, which I tried and did not get an answer. Once I made my deposit, I never heard back from him. I never received a phone call back, let alone a follow up to see if I was satisfied with the service. Bill with S&K transport delivered the car on time, called me hours before he would be dropping off the vehicle and again when he was a few hours away. He was very courteous, polite and delivered EXCEPTIONAL customer service! I would recommend S&K to everybody, but was not satisfied with Charlie for not fulfilling the service that was promised. I felt like they received my deposit and afterwards did not care.
Shipment Details
Origin State:
North Carolina
Pickup:
On Time
Destination State:
Indiana
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
299450-MG
Quote or Order Cost:
$575

Company Response
Matthew Sandomir from Mercury Auto Transport Submitted this response.
Response Date: 1/30/2012 4:43:00 PM
Hi Bob, we are sorry you were not satisfied with the communication between you and charlie after he located your carrier to ship your vehicle. Usually this is not the case and we do not know how that happened but we will take your word for it and do what is needed for it to not happen again. In the meanwhile we are happy and satisfied that the carrier we located and researched for you did such a spectacular job. We will have Charlie call you this afternoon to apologize, see what exactly happened and learn from your experience. Thank you for taking the time to give us your input.....................................................................UPDATE............................................................................................................................................................................................ Hi This is Charlie With Mercury. I just wanted to personally apologize to bob for missing his call and my lack of communication. Over the weekend in question i did have a family emergency,and am very sorry.Im glad that the carrier i contracted for you did such a wonderful job,and delivered in perfect condition and on time. Again Very sorry for the inconvenience .Thank-you for your time. Charlie Steeeves Director of Transportation Logistics National and International Dispatch Departments