Metro Movers

It is unfortunate that it has come to this, however I feel compelled to respond to defend my falsely accused business.I will start off by saying that the customer, for the most part, did a good job of touching on the factsYES: moving is a 'nerve-wracking' experience for most customersYES:
METROMOVERS did provide moving services for her which totaled hoursYES: she was told in our initial conversation that the rate is $20/hr per moverI make this very clear in all conversations with prospective customers(PLEASE NOTE THAT THESE RATES ARE ALSO CLEARLY COMMUNICATED ON MY ADVERTISEMENT)Why she seems to feel that she paid $is beyond meYES: we do receive generous tips from generous customers due to our level of serviceYES: there was damage to a tableUpon attempting to place the table where she wanted it, Zak advised her that it would be an awkward fitShe persisted and recommended that he place the table at an angle at which time the table did make it to it's designated area but incurred the aforementioned damage.I only require CASH payments for customers who are moving out of town as, unfortunately, I have been burned with a bad checksWhile on the phone with my mover, I advised that accepting a check from the customer would be acceptableHowever, the customer recalled that she had sold a piece of furniture earlier and offered pay by cashI provided a receipt to her that same evening for the initial agreed upon amountIt wasn't until days later that she contacted me questioning the amount paid.In reading her complaint, she seems more upset with the level of service and, in my opinion, is attempting to get a refundAt the end of the day, her items were successfully relocated from storage to her new dwelling with only the table experiencing minor damageMoving Services is a business where you can't please everyone all the timeBUT, METROMOVERS has been defying the odds and has become a highly respected Moving Service Provider in Albuquerque and the Surrounding Areas over the past 7+ yearsWe perform 1000+ moves each year and YES, we are licensed out of Rio RanchoWe are a TOP RATED MOVING LABOR PROVIDER on separate Moving Help webpages and we provide MOVING SERVICES for *** *** *** as well as many Independent Real Estate AgentsReferrals and repeat customers make up nearly 30% of our volume A company does not achieve this level of success and reputation by overcharging customers or damaging furnitureA further testament to this is the non existence of claims filed with the Revdex.comWith as many moves as we have done over the past years, there would be ample opportunities for customers to file complaints with the Revdex.com but, fortunately for METROMOVERS, that is not the case.In closing, I do feel bad if the customer feels she is missing $I do hope that she soon realizes where she may have placed itHowever, I have no reason to believe that my mover received more than the $that was CLEARLY quoted to the customer in our initial conversation

I made several calls to them about items I needed moved. I sent photos of a fountain and large outdoor plant I needed moved and signed off for any damage done. These items are not in question. I was assured by all 3 office staff items I didn't pack they would and not to worry.  Everything was packed except some pictures, artificial plants, large mirror (which I had sent texts to the mover prior to the move with the size of these items and again I was told that don't worry that what I didn't have packed they would and everything would be shrink wrapped which was not done.  I have proof that I had rented a [redacted]l truck days in advance so as to move all items that I did not want the movers to handle.  When they saw the truck sitting there they continued to say they didn't want to move something and I could put it in the [redacted]l. The broken tile on the walkway has been there for years and was not broken.  One of the movers came and told me he broke the tile on the edge but he did not feel he should be responsible because he felt it was not installed properly. I noticed my items being unloaded that some were damaged and pointed it out to Lance. He acknowledge that there was damage.  I was not told that I needed to have everything written down at the time and time was an issue when they charge by the minutes. I called Pat at the office several days later and told her there was some issues and she said not problem that I was not under a time issue.  I placed several calls later and asked for someone to call me and set up a time to come and look at the damaged items but no one ever returned my calls. When I called back, Pat said she had seen the message to call me on. The fact that they wouldn't call me back so we could talk about the issues I have concerning a company advertises that they are an A+ Revdex.com rating when they are not and they will not have the courtesy to call and address my issues. I don't accept their response and they continue not to give the real facts.

Metro movers has to be the most unorganized moving company I have ever hired.I made a short move with them and was more difficult than a few cross country moves I have made. The reasons are the under estimating of how many trucks to use and enough workers on the job and in fact the first day one of the workers had to leave right in the middle of the day due to emotional issues a lot of lost time till a replacement was found.

I would not recommend them to anyone due to these issues and more.

2 months ago metro movers "helped" us move when refered by our realtor for a discount. Huge mistake. The carted out washer and dryer with a dollie and put three dents in it. After we filed a complaint with kim and seceral follow ups after about two weeks the issue was resolved (not by kim) after she failed to return calls and beat around the bush in every email. Fast foward to last night- after hearing cracking under our BRAND NEW living space bed we paid $3k for we decided to lift the mattress to find all the screws stripped and support boards split from drill holes. I dont write reviews ever and highly recommend staying away from metro movers

I’m really not interested in re-hashing the “he said she said” through the Revdex.com, but will respond to the latest response.  We moved the customer on 4/27 and when wedeposited the check on 4/28 we were told that there would be a seven day hold on the funds either because the check was insufficient or because the maker hadstopped payment on the check.  When I spoke with Ms. [redacted], I was already aware of the issue with the check, but didn’t mention it to her because I was hopeful that we could reach an agreement.   I told the customer that I was willing to take an hour off of the move for “good will” but she refused to pay foranything over three hours.  Seeing that we were at an impasse, I told her that I guess we would have to settle it in small claims court.  We would not start any claim on the table until the customer paid for her move.  When I talked with the crew who moved her, they both said that it was not just a few large pieces of furniture, but rather a full truck load.

June 8, 2016Dear Revdex.com,Yes the customer, Mr. [redacted] did contact our office to say he had some damages and was told that our company’s policy is to email pictures of any damaged items along with a brief description of the item in to our claims department.  I talked to Mr. [redacted] personally and again explained our policy regarding damages.  He said he was going out of town and would have to handle it when he returned.  The customer did call when he was back in town and insisted that someone come out to inspect his items in person.  We again explained that we could not send someone out, but would need pictures of any items damaged in the move in order to open a damage claim.  We never received any pictures or emails from Mr. [redacted].  The customer chose to complain to the Revdex.com rather than to work out the issue.Respectfully,Scott A[redacted]Metro Movers

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not sure of the purpose of involving the Revdex.com if we are just going to go back and forth without resolving the issue.  The response from the business did not address any of the issues I had with the service I received.  I already spent enough of my valuable time on the phone with [redacted] and I do not want to waste any more of it.  I can send a copy of the invoice from a few years ago when I hired Metro Movers and I have notes on the invoice from when I spoke to them this time.  I had a discussion with [redacted] about how much it would be for 2 hours, 3 hours or 4 hours as I had explained to her that I would be moving most of my belongings and would only have some larger pieces of furniture.  I paid my Brother-in-Law to move my belongings for weeks prior to Metro Movers finishing the larger pieces of furniture left.  I have pictures of the furniture items that were moved and it was less than half of what Metro Movers had to move a few years ago and they did that move in four hours.  I did not stop the check the same day as the move.  I called and spoke to [redacted] on the day I moved and she was supposed to call me back.  On the 28th, I had to call back and [redacted] answered this time.  I tried to explain what happened and he talked over me and threatened me with small claims court and then finally seemed to be listening to my complaints and said he needed a few days to look into it.  At that point, I decided I better cancel the check or I would probably not get any help with my complaints once they received payment.  I had to call multiple times and it was the following week before [redacted] said he wouldn't do anything about the broken marble table because I had stopped the check.  He did not even attempt to deposit the check for at least three days after the 28th when I stopped payment because I was told by the bank that if he tried to cash the check in the first three days, that it would still go through.  Therefore, he is again not telling the truth.  I am so sorry I ever called this company because if I had known they had no morals or ethics I would have saved myself this grief.   I never told [redacted] that I wouldn't pay the bill at five hours.  I even asked him to send me the updated invoice with the five hour adjustment for my records and he finally sent it on May 12th.  As I have been shown how dishonest he and his employees are, I do not want to pay him for the move until I have a quote for the marble table that is satisfactory to me and he can pay me the difference because the table is worth a lot more than three hours of moving services.  I would consider paying for four hours of moving costs if the quote for the marble table is reasonable just to get this whole disaster over with.  I will send a copy of the documents I have.   

Regards,

Excellent job! Highly recommend them. The quote was competitive and the team that moved me was extremely customer centric and professional. There were no issues with packing my possessions or moving them.

I had some unique challenges such as having to changing my move schedule to a weekend with short notice and moving a piano to a 2nd floor loft in my new home. In all cases the company demonstrated flexibility and the highest degree of planning and professionalism.

Should I have occasion to move again or be asked to recommend a moving company, it will be Metro Movers without question.

To whom it may concern,The customer is saying that we never responded to him until he filed a complaint.  That is simply not true.  I did talk to the customer after the original move in which the damage occurred and told him that we would open a claim and investigate the items he claimed to be damaged.  We replaced the mattress cover, ordered the missing parts to the BBQ and said that we would have a company come out to professionally clean the box springs.  As far as the mesh on the underside of the box springs, I told him that we could have someone come out and try to reattach the mesh, but we would not replace the box springs because the mesh is cosmetic and not significant to the integrity or function of the bed.  It is on the underneath side of the box springs and can’t even be seen while the bed is in use.I will contact the customer to see if he wants to schedule someone to come and clean the box springs or figure out another solution and make sure the parts to the BBQ get delivered.  Please let me know if you have any further questions.Sincerely,--    [redacted]Metro Movers[redacted]

I made several calls to them about items I needed moved. I sent photos of a fountain and large outdoor plant I needed moved and signed off for any damage done. These items are not in question. I was assured by all 3 office staff items I didn't pack they would and not to worry.  Everything was packed except some pictures, artificial plants, large mirror (which I had sent texts to the mover prior to the move with the size of these items and again I was told that don't worry that what I didn't have packed they would and everything would be shrink wrapped which was not done.  I have proof that I had rented a [redacted]l truck days in advance so as to move all items that I did not want the movers to handle.  When they saw the truck sitting there they continued to say they didn't want to move something and I could put it in the [redacted]l. The broken tile on the walkway has been there for years and was not broken.  One of the movers came and told me he broke the tile on the edge but he did not feel he should be responsible because he felt it was not installed properly. I noticed my items being unloaded that some were damaged and pointed it out to Lance. He acknowledge that there was damage.  I was not told that I needed to have everything written down at the time and time was an issue when they charge by the minutes. I called Pat at the office several days later and told her there was some issues and she said not problem that I was not under a time issue.  I placed several calls later and asked for someone to call me and set up a time to come and look at the damaged items but no one ever returned my calls. When I called back, Pat said she had seen the message to call me on. The fact that they wouldn't call me back so we could talk about the issues I have concerning a company advertises that they are an A+ Revdex.com rating when they are not and they will not have the courtesy to call and address my issues. I don't accept their response and they continue not to give the real facts.

The customer did contact me regarding the damaged hutch and I said we would have to pick the hutch up in order to replace the mirror in the back.  The customer was $107.00 short on the invoice and because he was uncomfortable with us picking the hutch up to replace the glass, I suggested that...

if he wanted to use the $107.00 as payment for the damage we would be OK with that.  He said he would talk it over with his wife and get back to me.  That is where we left it.We will gladly replace the broken mirror in the hutch if the customer will pay the $107.00 shortage from the bill.  We are still waiting on his response.

Metro Movers-Highly recommend! Very professional and efficient!!

When we scheduled the customer ([redacted]) we told her that we were estimating her job (1500 sq ft) at between 4 & 6 hours.  Our crew had a full truck (26' truck) and billed the customer for the 6 hours plus the trip charge.  The customer wrote a check and gave it to the crew and...

then called in to the office to complain about how long the job took.  When we tried to deposit the check that evening with the days deposits, we were told that the customer had stopped payment on the check and we would need to see her about the check.  When I talked to [redacted] the next day and asked her about the check, she said that she did not get resolution so she stopped payment.  I told her that I would look into the matter and get back to her.  After speaking with the crew and finding out that she had a full truck load (which usually takes 5-8 total hours to load and unload) I decided to credit one hour for "good will." Before I could call [redacted] she called me to see what I found out.  When I explained that we could give her an hour credit for "good will," she said that was not good enough and she would only pay 3 hours.  Since she refused to pay her bill, I told her our only option at that point was small claims court.We are willing to accept the discounted 5 hours plus the trip charge.  Once payment is made, then we will process the claim for the marble table top.Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not sure of the purpose of involving the Revdex.com if we are just going to go back and forth without resolving the issue.  The response from the business did not address any of the issues I had with the service I received.  I already spent enough of my valuable time on the phone with [redacted] and I do not want to waste any more of it.  I can send a copy of the invoice from a few years ago when I hired Metro Movers and I have notes on the invoice from when I spoke to them this time.  I had a discussion with [redacted] about how much it would be for 2 hours, 3 hours or 4 hours as I had explained to her that I would be moving most of my belongings and would only have some larger pieces of furniture.  I paid my Brother-in-Law to move my belongings for weeks prior to Metro Movers finishing the larger pieces of furniture left.  I have pictures of the furniture items that were moved and it was less than half of what Metro Movers had to move a few years ago and they did that move in four hours.  I did not stop the check the same day as the move.  I called and spoke to [redacted] on the day I moved and she was supposed to call me back.  On the 28th, I had to call back and [redacted] answered this time.  I tried to explain what happened and he talked over me and threatened me with small claims court and then finally seemed to be listening to my complaints and said he needed a few days to look into it.  At that point, I decided I better cancel the check or I would probably not get any help with my complaints once they received payment.  I had to call multiple times and it was the following week before [redacted] said he wouldn't do anything about the broken marble table because I had stopped the check.  He did not even attempt to deposit the check for at least three days after the 28th when I stopped payment because I was told by the bank that if he tried to cash the check in the first three days, that it would still go through.  Therefore, he is again not telling the truth.  I am so sorry I ever called this company because if I had known they had no morals or ethics I would have saved myself this grief.   I never told [redacted] that I wouldn't pay the bill at five hours.  I even asked him to send me the updated invoice with the five hour adjustment for my records and he finally sent it on May 12th.  As I have been shown how dishonest he and his employees are, I do not want to pay him for the move until I have a quote for the marble table that is satisfactory to me and he can pay me the difference because the table is worth a lot more than three hours of moving services.  I would consider paying for four hours of moving costs if the quote for the marble table is reasonable just to get this whole disaster over with.  I will send a copy of the documents I have.   

Regards,

When the customer scheduled his job, he said everything would be packed and ready to go.  When we arrived, that was not the case.  The job took longer than originally quoted because we had to do a lot of packing.  The customer wanted us to put live potted plants as well as many...

other fragile unpacked items in our truck.  We told him that these items were not properly packed and could break, plus there were items we could not stack or properly secure within the truck.  This is why he had to rent a [redacted], to transport the items we could not. As for the broken tile on the walkway, our crew said it was loose or broken when they arrived.  Nothing we did during the course of the move would have damaged the tile.  There were no other damages reported.

Excellent service. Very promt, professional and courteous.

They did a great job---on time, very courteous, efficient, careful, and considerate. Would hire again in a heartbeat.

We used Metro Movers over 17 years ago to move into our new home. We had mixed reviews but overall the stressful move went well. Here we are 18 years later and we are moving again! Scott (owner) called me the SECOND my house went on the status of "sale pending" and said he would send me a yellow post card. He was the only person to call me and send me anything. I called him back weeks later and scheduled our move. I did comparison price shopping and Metro was very affordable! I am shocked to read the negative reviews because I never experienced anything like those other people. We moved a 3000 square foot home with 3 men and one truck! Al, Kenny and Rafael were on time, courteous, called me to inform me of their arrival, professional, clean cut and amazing movers! You can tell they had been doing this for a while. They treated my stuff like it was theirs! They truly cared for my household items and like tetris game packed that truck full! Nothing was broken, damaged and all arrived in perfect condition. They packed the house in 2 hours! When we arrived to the new home, they did a walk through, inspected the best way to move in and went to town! In less than 90 minutes, the entire truck was unpacked and everything was put where I wanted it. They didn't break or damage anything! It was truly amazing and such a smooth process! I am grateful for the experience! In ONE YEAR, we are moving again to our new build and without a doubt I will call them again. I will specifically request Al, Kenny and Rafael and pray that Scott does everything he can to retain them! They truly are professionals! The women in the office were also very patient as I called several times with questions. They were very helpful and prepared me for what to expect! Thank you Metro Movers for a great experience! I would highly recommend!!

I had my household moved by Metro Movers 3 years ago. I was impressed by the professionalism of everyone from the office staff to the gentleman who moved my furniture.

When I moved again recently, the first company I thought of was Metro Movers, and just as before everyone was awesome.

The moving team arrived at the time they said they would, they took exceptional care of my items. When it came time to pay the bill, they sat with me and reviewed everything.

I was pleased both time I used Metro Movers I would use them again and recommend to anyone who is moving.

Thank you Metro Movers.

I’m really not interested in re-hashing the “he said she said” through the Revdex.com, but will respond to the latest response.  We moved the customer on 4/27 and when wedeposited the check on 4/28 we were told that there would be a seven day hold on the funds either because the check was insufficient or because the maker hadstopped payment on the check.  When I spoke with Ms. [redacted], I was already aware of the issue with the check, but didn’t mention it to her because I was hopeful that we could reach an agreement.   I told the customer that I was willing to take an hour off of the move for “good will” but she refused to pay foranything over three hours.  Seeing that we were at an impasse, I told her that I guess we would have to settle it in small claims court.  We would not start any claim on the table until the customer paid for her move.  When I talked with the crew who moved her, they both said that it was not just a few large pieces of furniture, but rather a full truck load.