We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Air Cargo

Mercury Air Cargo Services, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Cargo.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/26/2022

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** mailed a few boxes of personal belongings (worth < $1000) ******************** during their move (Shipment #************) using *******************Mercury Air cargo. The shipment arrived but unfortunately we were never notified of their arrival or any storage fees that maybe assessed. The company had emailed a wrong non-existent email address (*****************) instead of (****************) and charged $1300 for storage fees for the 1 week between the shipment arrival and when we found out of their arrival. We had tried calling the business several times to track the package but no one would pick up during the week despite several attempts.
    We were told we need to pay the fees above upfront immediately and they would refund us later but they refuse to do so. They also threatened to charge an additional $160/day if we did not pay the initial fee. We believe this behavior is unethical and predatory. The amount of storage fees are unreasonable and without knowing of their existence or being given the option to pick up the package, it is unjust.

    Business Response

    Date: 11/09/2022

    Business Response /* (1000, 5, 2022/11/09) */
    Contact Name and Title: ***************** Asst,GM
    Contact Phone: ********************
    Contact Email:****************************
    The customer was notified twice upon arrival.
    After investigating, the Shipper did not provide the correct email for notification. A request for waive/refund was sent to Director and VP of operations and was denied since WFS was not at fault. After further convincing upper Management agreed to refund 50%, which the customer is aware of.


    Consumer Response /* (3000, 7, 2022/11/10) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    With due respect, I disagree that I was notified of the wrong email. Who, when, and how did notify me? I never received any communication from the business about arrival of the shipment or any fees. They had my phone number and address and they never called. If they emailed the wrong email to notify me that the email is wrong, I'm not sure that's a notification.
    I will agree to 50% refund but have received no information about the dollar amount, time frame, or whether they'll mail me a check or refund on my credit card. I look forward to hearing back.

    Best,

    ****************

Mercury Air Cargo Services, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.