Company Response Review Report Review
Broken Promises

Jay Primack Submitted this review about Mercury Auto Transport
Review made Live: 4/28/2009 4:38:00 PM
Based upon the good reviews posted on this Internet site, in December 2008 I contacted Mercury Auto Transport for a quote for a May 2009 transport and was pleasantly surprised by their low quote for transport of my Z-4 convertible. I dealt with Ms. Kat Spilman, and although she sent me a "contract," I did not complete it at that time because I was uncertain of the transport date. When I firmed up the times, I contacted them again in March 2009, but was told the price increased by $100. I accepted this change since it was my delay in booking the transport that contributed to it. I asked Ms. Spilman to send another contract, but she suggested it was unnecessary, and that I should call her about 2 weeks prior to scheduled pickup, and she would write up the order and charge me at that time. When I called Ms. Spilman at the beginning of April 2009, she said that things had changed, that it was difficult to find a carrier and that the price would be significantly higher. We had a long and unpleasant conversation during which Ms. Spilman accused me of not paying attention to what she was trying to tell me. I sense that I was a victim of a "bait and switch" on the price, allowing myself to be lulled into complacency, and then having to settle for a higher price because I had run out of time. I asked Ms. Spilman to continue to search for a carrier, but for the 10 days following that conversation, I did not hear from her again. Fortunately, I found another broker who was able to meet the delivery time frame I required. I ended up paying a slightly higher price because I had no time to put my request out to bid. I believe that Mercury Auto's Ms. Spilman was not dealing with me in good faith, and I was put off by her constant referral to me as her "honey." Based upon the other reviews posted here, I suspect Mercury may be okay, but in my view Ms. Spilman certainly has room to improve her customer service. I would not use this broker again.
Shipment Details
Origin State:
Florida
Pickup:
Never
Destination State:
Massachusetts
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Kat Spilman
Quote or Order Cost:
$550

Company Response
Matthew Sandomir from Mercury Auto Transport Submitted this response.
Response Date: 4/28/2009 5:54:00 PM
It is true that the prices did shift from December to April as the spring and summer are the high season in this industry and drivers make more money because of the much higher demand. We of course did try to explain this to Mr. Primack and he was not happy but still wanted to move forward. In the week and half we were trying to locate a carrier for Mr. Primack no drivers were calling on his load as they were taking other loads which they were getting paid more money for. He wanted us to still find a carrier at that price and we were trying to explain to him that they most likely will not call on his vehicle on that price. He eventually went with another broker that charged him what we were recommending in the first place. I agree that it would have wiser for us to explain to him in the winter that the prices are subject to change over vast amounts of time. We do apologize to Mr. Primack for having an unsatisfactory experience with us. I did call Mr. Primack and apologize personally to him and even offered him a check to split the difference in what he paid with the other company. We pride ourselves on customer satisfaction and though it is very hard to please everyone all the time, we really do try our best. I hope Mr. Primack also calls us back in the future to give us another chance. when I spoke to him recently I also offered him to use our service again free of charge so he can see that this is not the usual experience of our many customers.