Company Response Review Report Review
Never came through

Dianne Hoffmann Submitted this review about Mercury Auto Transport
Review made Live: 9/6/2025 3:20:00 PM
After much research and reading of reviews, my husband and I decided on Mercury Auto Transport. We contacted them and a phone call with Drew Rightnour was scheduled for the next day. The phone call went well and Drew assured me he understood that the pickup day was Friday, with Saturday and Sunday being the backup days. After no-one picked up the car on Friday, we were told they were doing 'everything possible' to pick it up. Saturday went by and the car was not picked up. I contacted Drew again Sunday, and received NO REPLY all day Sunday. Needless to say, the car was not picked up Sunday. Meanwhile, we had to fly out of LA, drove the car to the hotel, parked it in the lot and gave the keys to the manager, for possible Monday pickup. We left LA, had to leave the car at the airport and no one responded until Tuesday morning, when we got the 'we are doing everything possible' text message again. We contacted another company- Mile One Auto Transport- on Wednesday and made arrangements with them to pick up the car at the hotel in LA. Early Thursday morning they picked up the car, and advised us that it would be delivered to Erie, PA by Sunday. From the time we contacted Mercury Auto Transport, until the time had to try another auto transport company, 10 DAYS had gone by. From the time we contacted Mile One Auto Transport. not even a day went by before our car was picked up and transported. Mercury totally ghosted us. No comments, no response, no apologies, just an offer to help with auto transport in the future. Really? After the stress of believing they would follow through, then being completely non responsive, and having to leave our car behind all the way across the country, we personally would never use their 'services' again.
Shipment Details
Origin:
Burbank, California 91505
Pickup:
Never
Destination:
Erie, Pennsylvania 16501
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
21943342
Quote or Order Cost:
$1550

Company Response
Jeff Solomon from Mercury Auto Transport Submitted this response.
Response Date: 9/6/2025 10:50:00 PM
We sincerely apologize for the stress and inconvenience this experience caused you. While we always do our best to meet requested pickup dates, it’s important to note that transport dates are never guaranteed, as they depend on carrier availability and whether a driver is on your specific route at that time. Your agent, Drew, was actively working to secure a carrier for you, and there was an ongoing chain of text communication throughout the process. We understand how it may have felt like you were “ghosted,” but please know that wasn’t the case—efforts were being made up until the time you decided to cancel. It’s also important to mention that Mercury Auto Transport never took any payment from you, as our policy is that no fees are due until a carrier is confirmed, contracted, and approved by you. While we regret that we were unable to meet your timeline, we do appreciate the opportunity to try and help with your transport.