Owner-operator with two trucks on the West Coast and 30 years in the business - when a rate mix-up cost me a day's pay, MercuryGate support put me on hold for two hours then closed the ticket without fixing the bill. Their reps wouldn't escalate, I ended up eating a $600 deadhead, and the whole experience made me rethink relying on their customer service.
What I appreciated most was its dependability during critical moments - MercuryGate stayed online and accurate when we had to reroute freight during a winter storm. On our 250-truck operation in the Southwest the visibility and settlement feeds continued to run under heavy load, preventing a chain of delays and cutting down on manual interventions. It isn't flawless - interfaces can lag at peak times and initial configuration took extra attention - but its reliability when it mattered earns it four stars.
The mobile app is a mess - crashes every time I try to upload a POD and the map freezes so I miss turns. It cost me an hour at the dock last week and a missed delivery window; syncing takes forever and the refresh button feels decorative. Been driving six years in the Midwest and when cell service drops the app just quits on you, which is the last thing you want on a tight schedule.
Dispatching 30 trucks on the West Coast, I moved to MercuryGate after using a much simpler TMS and it's been a headache. The optimization picked carriers and lanes that increased deadhead and cost us extra fuel and two late deliveries last month, and the UI makes it awkward to undo those choices on the fly. Support takes too long to respond, so we ended up reverting parts of our old workflow and paying for overtime to clean up routes.
Rate it, and the next carrier reading this page sees what you found.
