Customer dissatisfaction
Del
Submitted this review about
Metro Van Lines
Review made Live: 4/2/2013 3:02:00 PM
Metro Van Lines in New Jersey was contacted for a local move and I spoke to Ryan. I tried to call days earlier to confirm the time, but could not reach anyone. The movers did not arrive on the arranged time which should be around 9 AM. At 9:30 AM, I called up Ryan to follow-up. He said the movers will come between 2 – 3 PM. With a feeling of frustration, I have to adjust my schedule and inform my friends who were waiting at the destination point about the time change. I left my house to do errands. Similarly, my friends also did their separate errands. It is a good thing that I came back home right away. After a few minutes, I saw the truck coming around 10:30 AM which I did not expect. I called my friends and told them that the movers were on their way. Each of them has to hurry up and drop whatever they were doing to get back.
As the bill is being written up by one of the movers, it showed an extra one hour charge of $70 for travel time, and extra charge of $150 if stairs will be used which totalled to $430. The amount was different from what was discussed with Ryan which was supposedly a little over $200. These extra charges were never brought up when I spoke to him the first time. I did not have enough cash with me, so I opted to exclude the fee for the use of the stairs. I was told to make a $75 deposit online which I did, and the balance should be cash. The inconvenience of not arriving on schedule, the inaccessibility to talk to someone, the inefficiency in managing the operations, the lack of rapport with the customers, are basis to give the company a poor grade of customer satisfaction.
