Company Response Review Report Review
Left car stranded

John Theis Submitted this review about Mercury Auto Transport
Review made Live: 8/4/2025 1:23:00 AM
I signed contract with them 2 weeks prior to required shipping window (I allotted 3 days to maximize flexibility for truck drivers). Scott Hawley was the contact. Received lots of automated emails/texts with BS updates -- which Scott verbally stated the opposite of the info in emails. Couldn't get an actual call from him until I said I was looking for other options (at the onset he didn't call me at either time that HE scheduled with me). He did respond to my text when I asked if they couldn't locate a truck due to them not offering enough $$ to transporter and he said nobody was available on my schedule at his price point. Hmmmm, guess they were holding out for el cheapo, hard up driver to take their lowball price? Meanwhile, they didn't ask me if I was willing to consider a higher price since their quote was obviously below the market rates. I then immediately got a 2nd quote (only 3 days before we were flying across the country) to ensure that our car wasn't left behind. The new broker charged $50 more than Scott had quoted but provided 3 different transport carrier options within 12 hours (remember Scott had just said none available???). Good thing I trusted my gut and used another broker because it's now 4 days after the scheduled pick up, my car will be here tomorrow, we have left Cali, and I still receive the BS automated emails and texts saying the car will be picked soon... He screwed me over exactly like his emails warn that other companies will do. Beware! There are quite a few scammers and bait-n-switch operators in the brokered transport area. I don't think Mercury is 1 of them, but it's very clear that the don't care at all about their customers. If I hadn't pursued another option, our car would be 2100 miles away with nobody left there to get it put on a truck.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Ohio
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
21583230
Quote or Order Cost:
$1061

Company Response
Jeff Solomon from Mercury Auto Transport Submitted this response.
Response Date: 8/4/2025 1:34:00 PM
We're truly sorry to hear that your experience with us didn’t meet your expectations. That’s never the outcome we hope for. However, we do want to clarify that when Scott did present you with an offer, it was at a higher price than the original estimate—and you chose to decline it. As explained throughout the process, the quote you received was an estimate, not a guaranteed rate. Once a carrier becomes available, we bring their offer to you for approval. While you mentioned that no one asked if you were open to a higher price, the offer Scott brought you was at a higher rate—so you were in fact given that option. You also noted your vehicle is now scheduled for pickup, and we genuinely hope everything goes smoothly. That said, we did see your listing posted multiple times on the National Transport Board with other brokers. We just hope they’re providing transparent information. At Mercury, we make it a point to be upfront and honest—even when the reality of the process may not be what someone wants to hear.