Reply from Mercury Auto Transport | Car Shipping ExpertsJan 7, 2026
We are sorry that your experience did not meet your expectations. We’d like to respectfully clarify a few points for accuracy and transparency.
First, regarding pricing: you did not pay a premium rate. You were provided a special rate that was honored from your original September quote, despite market rates for this route increasing since then. We made the decision to honor that rate and proceed with your transport as quoted.
Regarding transit time: your vehicle was picked up on the 5th and delivered the morning of the 7th, which is a 2-day transit, not 3 days as stated. All pickup and delivery timeframes provided are estimates, not guarantees, as clearly outlined in our written communications.
As for communication, our operations team responded to your inquiries within minutes and provided updates as soon as they were available, even when the updates involved delays. While we understand delays are frustrating, we made every effort to keep you informed in a timely manner.
As stated in our email communications prior to transport:
“During transit, the driver will contact your pickup and delivery contacts ahead of arrival. Delays can occur due to traffic, weather, or routing between customer loads.”
Delays can occur at any point due to factors beyond anyone’s control, including traffic conditions, weather, mechanical issues, or other customer load schedules. While we strive to be as proactive as possible, these situations can sometimes change quickly.
We regret that this experience felt stressful, and we understand your frustration. Our goal is always to provide clear communication and realistic expectations, and we remain committed to improving wherever possible.
If you would like to discuss your shipment further or have any additional concerns, you may reach out to [email protected]
