Consumer Complaint Policy

1. Purpose and Scope

Mercury Auto Transport, LLC (“Mercury”) is committed to fair, prompt, and documented resolution of every customer complaint. This policy defines what constitutes a complaint, how complaints are received and tracked, who is responsible for resolution, and the timelines customers should expect.

This policy covers all customer-facing complaints, including service complaints, billing disputes, communication issues, agent conduct, and the brokerage portion of cargo claims. Cargo damage claims themselves are governed by the Carmack Amendment (49 U.S.C. § 14706) and are filed against the assigned carrier; Mercury’s role in those is set out separately in section 6.

2. Definition of a Complaint

A “complaint” is any expression of dissatisfaction by an identifiable customer, prospective customer, or their authorized representative regarding Mercury or a Mercury-arranged shipment, received through one of Mercury’s monitored complaint channels (section 3) or through a review or complaint platform (Better Business Bureau, Google Reviews, Transport Reviews, etc.) where the person can be identified and contacted.

Mercury does not require a complaint to be filed in any particular format. Identifiable complaints received through Mercury’s monitored complaint channels are logged promptly and acknowledged within one (1) business day when sufficient contact information is available. Complaints received outside normal business hours are treated as received on the next business day.

3. Complaint Channels

Mercury accepts complaints through any of the following channels:

• Phone: (800) 553-1828 (Monday through Friday 9:00 AM to 8:00 PM ET, Saturday 10:00 AM to 4:00 PM ET)
• Email: customerservice@mercuryautotransport.com
• Direct contact to the customer’s assigned Mercury agent
• Website contact form at mercuryautotransport.com
• Postal mail: Mercury Auto Transport, 2240 SW 70th Avenue, Davie, FL 33317

Complaints, regardless of channel, are routed to customerservice@mercuryautotransport.com and logged in Mercury’s internal tracking system promptly after receipt.

4. Roles and Responsibilities

4.1 Customer Service

Mercury’s Customer Service team is the first point of contact for most customer complaints. Customer Service is responsible for receiving complaints and resolving routine customer-service matters (status updates, dispatch questions, minor service issues), and routes more substantive complaints to the responsible role below.

4.2 Director of Operations

The Director of Operations is responsible for escalated dispatch failures, carrier-performance concerns, and other operational service issues, and directs the assigned dispatcher’s response within Mercury’s policy framework.

4.3 Business Affairs

Business Affairs is responsible for carrier billing disputes, customer refund requests, refund determinations, fee waivers, and processing approved refunds.

Both roles are reached at escalations@mercuryautotransport.com.

4.4 Ownership escalation

Matters involving alleged fraud, privacy or regulatory concerns, alleged regulatory violation, threatened legal action, contact from a government agency, or other significant compliance risks are escalated to Business Affairs and ownership as appropriate.

5. Complaint Handling Process

In this policy, a “business day” means Monday through Friday, excluding federal holidays.

5.1 Intake (within same business day)

Every complaint is entered into Mercury’s tracking system with the following fields:

• Customer name and order number
• Channel of complaint
• Date and time received
• Nature of complaint (free text and category)
• Assigned owner at Mercury
• Status (Open, In Progress, Resolved, Closed)

5.2 Acknowledgment (within 1 business day)

Mercury acknowledges every identifiable complaint in writing within one (1) business day of intake, when sufficient contact information is available. The acknowledgment confirms receipt, identifies the Mercury team member who will handle the matter, and provides expected next steps.

5.3 Investigation (target: 3 business days)

The assigned owner reviews the customer file, including the signed order, dispatch records, communication history (call notes, text messages, emails), carrier-side documentation, and any photographs or supporting materials. Where appropriate, the owner contacts the assigned carrier for the carrier’s account of events.

5.4 Resolution and response

Mercury aims to resolve and respond to every complaint within five (5) business days of intake. Complex matters that require carrier coordination, third-party documentation, or insurer involvement may take longer; in those cases, the owner provides a written status update to the customer every five (5) business days until resolved.

Resolutions are documented in writing and include:

• A clear summary of what Mercury found
• The action Mercury is taking (refund, credit, carrier action, no action with explanation)
• Any options available to the customer
• Escalation path if the customer is not satisfied

For cargo damage claims, resolution means Mercury’s response and support under Section 6; the claim itself is decided by the carrier and its insurer.

5.5 Escalation

A customer who is not satisfied with the initial resolution may request escalation by emailing escalations@mercuryautotransport.com. Escalation is handled within three (3) business days by the Director of Operations for operational matters or by Business Affairs for billing, refund, and fee matters. If that role has already handled the matter, escalation goes to ownership within three (3) business days.

6. Cargo Damage Claims (Special Procedure)

Damage to a vehicle in transit is a cargo claim against the assigned carrier, not a complaint against Mercury’s brokerage services. Cargo claims are governed by federal law (49 U.S.C. § 14706 and 49 C.F.R. Part 370) and Mercury’s carrier agreement.

Mercury’s role in a cargo damage claim is to:

• Provide the customer with the assigned carrier’s insurance certificate and contact information promptly on request
• Facilitate communication between the customer and the carrier’s claims department
• Maintain a copy of the bill of lading and any relevant condition reports
• Support the customer through claim acknowledgment, settlement offer, or denial
• Reasonably assist the customer in communicating with the carrier, and coordinate with the carrier as appropriate under Mercury’s carrier agreement

Mercury Auto Transport is not liable for cargo damage and does not directly indemnify the customer for cargo loss. The carrier remains responsible for evaluating and resolving the cargo claim in accordance with applicable law, available insurance coverage, and the carrier’s claims procedures. Mercury supports the process but does not stand in the carrier’s shoes.

7. Complaint Tracking and Recordkeeping

Every complaint, regardless of resolution, is retained in Mercury’s tracking system for at least three (3) years after resolution, or longer when required by law, contract, insurance requirements, an active dispute, or a legal hold. The record includes intake details, all written communication with the customer, internal notes, the final resolution, and any refund or credit issued.

Mercury reviews complaint data quarterly to identify recurring issues, patterns by carrier, and opportunities to improve service. This review is conducted by the Director of Operations and Business Affairs and reported to ownership.

8. Confidentiality and Non-Retaliation

Mercury will not take adverse action against a customer solely because the customer submitted a good-faith complaint. This does not restrict Mercury from making legitimate business decisions based on payment history, fraud or safety concerns, abusive conduct, service availability, or other lawful considerations.

Complaint information is limited to persons who reasonably need it to investigate, respond to, or resolve the matter, including appropriate Mercury personnel and, when necessary, carriers, insurers, payment processors, legal counsel, regulators, law enforcement, or other authorized parties.

9. Regulatory Complaints

Customers have the right to file complaints with government agencies in addition to (or instead of) filing with Mercury, including:

• Federal Motor Carrier Safety Administration (FMCSA) at nccdb.fmcsa.dot.gov
• The customer’s state Attorney General consumer protection office

Customers may also use external complaint organizations such as the Better Business Bureau. Mercury responds appropriately and within applicable deadlines to inquiries from government agencies and external complaint organizations.

10. Policy Updates and Contact

This policy is reviewed annually and updated as needed. The complaint-handling procedures in effect when a complaint is received govern the handling of that complaint. The substantive contractual rights and obligations associated with an order remain governed by the Terms and Conditions and the Refund Policy applicable when the order was placed. For questions about this policy or to file a complaint, contact:

Mercury Auto Transport, LLC
2240 SW 70th Avenue, Davie, FL 33317

Phone: (800) 553-1828

Email: customerservice@mercuryautotransport.com