Complaints

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.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On June 22nd, ***************************************************************************************************************************** personally, to other employees, and about other employees behind their back. I had one meeting with human resources, this was on June 24th. After this, no action was taken. I requested another meeting on July 6th and was unable to be accommodated . I then had to request another meeting on July 16th due to the fact that my initial ask was never followed up on. After this meeting, I was promised that something would be done regarding this employee and their 'investigation' of the matter. Many others were brought in and talked to regarding this. Nothing was done after this. The employee did not leave the company until she decided to do so on her own volition. No disciplinary action was ever taken and no measures were put in place to protect me or any of my coworkers. This was blatant gross neglect. Additionally, I was fired over the phone while out of town during a holiday. I asked for further clarification on why and I was met with no explanation and simply told that we must part ways and the decision is final. I believe that since I brought up the homophobia issue, I have been scrutinized and treated very poorly, up until the end where I was dismissed on a frivolous note. They can provide the documented conversations that occurred, but they never created a solution. They only made my work environment more hostile and treated me extremely poorly. I was always blamed for things I did not do, in trouble for things I shouldnt be in trouble for (like volunteering to train a new employee), and made to do responsibilities outside of my title and pay range.

  Business Response

  Date: 12/06/2024

  Thank you for the opportunity to address this BBB complaint, which is labeled as a Customers complaint about Advertising Issues. Neither statement is accurate. 
  The BBB complaint does not involve any complaint made by a Mercurys customer, nor any aspect of the companys consumer advertising. Rather, the complaint raises a former employees concerns about two topics:

  
  1. Her Work Environment: In the summer of 2024, the BBB complainant was involved in reporting homophobic remarks by a coworker. The company promptly investigated the situation and effectively addressed it while maintaining appropriate confidentiality. Mercurys approach was consistent with its commitment to a safe and respectful workplace. The BBB complainant is mistaken when she alleges nothing was done.
  2. Her Performance Issues Leading to Her Dismissal: The BBB complainant admittedly participated in documented conversations about her job performance. These communications about her job performance were not related to her work environment concerns. Instead, they were part of Mercurys practice of mentoring individual employees by providing both positive and constructive feedback/coaching. Thus, for example:
  a. In the fall of 2023, the BBB complainant received a final warning for a highly negative customer interaction.
  b. She was rewarded with a promotion to lead in April 2024, after establishing a positive performance track record during the first months of 2024.
  
  However, the BBB complainant did not maintain consistently positive performance. In late August 2024, she received an additional warning for another instance of negativity (this time involving an operational challenge). During the fall of 2024, she began receiving additional mentoring intended to ****** improvements in her customer service and leadership.

  
  Unfortunately, in late ************************************ received and verified another customer complaint involving the ******************** complainants work. She was dismissed for her continuing performance problems, not on a frivolous note, as she now contends.

  
  It is unfortunate that the BBB complainant felt the need to contact your organization about her internal employment issues. However, confidential matters like these are not appropriately addressed through public consumer complaint forums. Thus, Mercurys respectfully requests that BBB simply close this matter rather than publishing it as though it were a consumer complaint.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************act soon. We havent heard back so I emailed feedback again on 09/10/23 and still havent been helped. My wife DMd on IG again for the 4th time and was left on read. My wife and I have spent a lot of time trying to solve this problem with no assistance from Mercurys. Im tired of the same replies and no help. Ive been more than patient and understanding.

  Business Response

  Date: 09/22/2023

  We have contacted the customer and offered a sincere apology along with a quick solution to their problem. Our team has undergone significant changes this year and I had to travel out of the country for some time. However, we have effectively resolved the customer's complaint and have given them direct access to me if they face any future issues.