Customer Service and Refund
Patrick T
Submitted this review about
Mercury Auto Transport
Review made Live: 8/11/2020 1:17:00 PM
Let me first apologize for such a long review. Where to start with this review. If I could, I would rate them a 0. First, my broker, Pete Reynolds, was amazing!! He communicated with me consistently and worked hard to get my truck dispatched. That lasted up until
the point I no longer required their service and inquired about a refund. Outside of that, here’s where my issues start. My vehicle remained on the National dispatch board for nearly a month, partially due to COVID and partially due to my initial quote of $1350 not being accepted by any transport companies. Pete contacted me stating that he had located a transport company willing to take my truck at a higher amount and that we would need to increase my offer by $500, bringing my new price to $1850. I immediately agreed because I wanted to vehicle to ship. I received an email notice that my truck was dispatched to a carrier with an estimated date of shipment for either 24-25 July. Upon dispatch i was billed $260 by the broker. Which I had no issues with as agreed upon. 25 July arrives and my truck has not been shipped. After numerous conversations with the broker and the carrier, I was informed that there was a miscommunication between the broker and the carrier and that my vehicle was never fully dispatched for that day. I was then informed by both my broker and the carrier that my vehicle would need to be placed back on the National Dispatch board for a new carrier. A few days passes by a close relative of mine decided to drive my vehicle to me. During the same time that occurred I received two text notification, one stating that a carrier had not been located at the moment, and the other, a few hours later, stating that a new carrier had been located for dispatch and that the new dispatch paperwork was sent to me via email to sign to agree to the carrier, to which I never signed. I immediately tried to contact my broker, but to no avail, so I replied to his text stating that I no longer needed their services as my vehicle was already transported by a relative. After weeks of numerous attempts and voicemails to contact my broker and Mercury Auto to ask about the $260 refund, I was unsuccessful. No one replied to my messages nor returned a call. Finally, after three continuous call to Mercury Auto, my call was returned by I believe Scott Holley Jr. As soon as I answered the phone the conversation was not that of a good customer service as you would expect. He immediately stated, “I’m returning three consecutive phone calls as if there were an emergency, so what’s the emergency?” I blew it off and began to explain the reason behind my calls. Scott immediately gets a little loud talking about the system says that “the customer cancelled not once but twice and NO REFUND, in bold, is allowed”. As I again tried to explain to him the surrounding circumstances and that I didn’t cancel, that there was a miscommunication between the broker and the carrier, he wouldn’t stop talking to allow me to explain. Eventually he stopped to hear. After explaining, he says the Company gets paid for their work and it was the customer failure to understand the agreement of cancellation after their vehicle has been dispatched. That was not the case. It was when i said that was not a cancellation on my part nor did I sign any new documents for the 2nd dispatch and that it was a failure on your Company behalf for the miscommunication. He immediately says, “Sir, I’ve been in the phone with you for 12 minutes and you’ve been rude”. I responded with I haven’t been rude, you’ve been unprofessional and rude the entire conversation. He immediately hangs up the phone and refuses to answer any of my calls. I say all this to say nothing against Pete as he communicated with me up until the point of me saying I no longer needed your services and inquired about a refund, that I would not seek Mercury Auto Transport services ever again. I encourage future customers to read my review and take it for what it’s worth, at least from experience with Mercury Auto Transport.
