ComplaintsforMetrogistics LLC

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acertus personal are thieves and crazy drivers. 1. Our cars volume spout of the air intake was completely removed from WITHIN the vehicle when it arrived. This part is clamped onto the vehicle and you can only get into it from the hood (you need the keys). Acertus literally stole parts out of my vehicle after I paid them $2,000+ to ship my vehicle. They are awful people. And yes, the vehicle was in perfect condition when it was picked up. They would not take it if it wasn't working. 2. They drove crazy enough to damage my computer I had stored in the vehicle. It was surrounded by 10 blankets/pillows and somehow sustained damage to the motherboard. These drivers are terrible people, both personally and skill wise. DO NOT USE THEM

  Business response

  02/01/2024

  Mr. ******* contacted our company to transport his vehicle.   Mr. ******* was contacted on December 20, 2023 and offered a pick up date between December 30-January 4.  Due to Mr. *******'s schedule, he needed the vehicle delivered after January 8, 2024.  The first available delivery date was set for January 10, 2024.  Mr. ******* paid in advance for the transport and at that time he acknowledged the Terms of Service for ACERTUS, which stated in part that all personal/household belongings must be removed from the vehicle.  ACERTUS cannot take responsibility for the safe transport, loss, or damage of personal items and household goods left in car.  ACERTUS and its drivers may refuse to move car until all such items are removed.
  
  On January 2, 2024, Mr. ******* was notified pickup was set for that day or January 3,2024.  Vehicle was picked up on January 3, 2024.  On January 13, 2024, carrier contacted ACERTUS “We are delayed on this due to road closures and bad weather, I assume the best case scenario for delivery will be closer to January 20, 2024, we will update if there is something else otherwise.”  Vehicle was delivered January 22, 2024.  Mr. ******* signed the bill of lading stating there were no damages and he has never contacted ACERTUS regarding a claim.  We have no information regarding the missing part or a check engine light.  

  Customer response

  02/05/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  We were forced to sign that the car was "in working condition" before we were given access to the vehicle or keys.

  we were not allowed to verify its functionality before being forced to sign this paperwork.

  I want the car repair of $300 reimbursed because your employees stole parts from the vehicle then forced a signature before we could verify anything. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The co was very helpful in the beginning then became a nightmare. First of all they broke the steering linkage and steering lock and destroyed the front tire and rim by dragging the car onto the trailer and losing a stainless steel hubcap without engaging the electronic ignition to release the back tire and steering. Could have been avoided by using a jumper box. This is a pristine Rolls Royce and stored properly . When delivered to its destination the driver refused to help getting the car off the trailer and refused to report damage on the invoice . Sneaking to find a neighbor to sign the invoice who had no authority to do so . Then dealing with ******** ****** was a nightmare as she speaks over you and will dismiss everything you have to say . What she lacks in character she makes upon ruthless ambition to bully anyone who comes across her desk . This is now a pattern as the co has no positive feedback in the last few years . I find this criminal and believe a joint criminal suit should be filed not only against the co but ******** herself for purposely rejecting claims that have merit. The reason they have a 90% damage free service is because they don’t pay their claims . I have more than adequate proof of my claim therefore something needs to be done. I’m filling a claim through the courts and advise anyone who has a problem to do as well. I have great loss at their hands.. this co is the sister co of hemmings auto news and that is why I used them thinking I could trust them. Big mistake!

  Business response

  01/12/2024

  ACERTUS is aware Mr. *** filed a complaint with your office on December 17, 2023.  On October 9, 2023, Metrogistics, LLC, a member of the ACERTUS network, received a request from Mr. *** to transport a 1977 Rolls-Royce Wraith II to be delivered to Mr. ***’s residence.  The vehicle was identified as inoperable at that time.  Metrogistics subcontracted with UA Service, LLC for the delivery.  The vehicle was delivered on October 12, 2023.  The Bill of Lading was signed by “*******” showing tire damage to the vehicle. 
  
  Metrogistics Claims Analyst ***** ***** spoke with Mr. *** on October 25, 2023.  Mr. *** was assigned claim number ********.   During their conversation, Mr. *** stated the battery was jumped by Mr. *** “which engages the wheel to unlock when the key is turned to the on position which also engages the shifter and steering wheel. Now the car cannot go into its proper gear and the steering wheel will not lock and broken.” Mr. *** also stated that due to the carrier’s handling of the vehicle the tire was damaged.  Ms. ***** requested photos of any damage to the vehicle.  The Terms of Service acknowledged by Mr. *** stated all claims related to damage must be submitted to ACERTUS within 48 hours of the date the vehicle is delivered.  Claims Analyst Andrea Cook contacted Mr. *** regarding the requested photos on October 27, 2023 and again on October 30, 2023. Pictures were not received by ACERTUS until October 30, 2023.  Images of the pickup the vehicle and damage photos have been submitted with this statement.
  
  Metrogistics contacted the carrier regarding the damage, the carrier provided the following response, “The wheel was already damaged before the driver loaded the car on the trailer. before loading the car, the driver asked *** ******* how he want it to be loaded on the trailer, since the car is non drivable and they don't have forklift- it was possible to load the car with a winch, *** allowed and turned the neutral by himself, so the driver did not forcefully engage anything. Also, on the delivery, the receiver called the guy who sale vehicle while the driver was there and found out about the problems with the car and told the driver that he had no complaints against the driver. The driver has nothing to do with the shifter. The car was delivered in the same condition that it was picked up.”
  
  The damage to the vehicle was pre-existing and not due to the carrier’s actions.  Additionally, Mr. *** did not report damage within the 48 hours of delivery as required by the terms of service, and also admitted to causing some of the damage himself by jumping the battery.  Metrogistics denied his claim.  According to our logs and recordings, our employees conducted themselves professionally and with respect in regards to Mr. ***’s claims.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was damaged while being shipped through this company. The acknowledged and accepted the claim and took responsibility, but now have stopped responding to any communication (chat/text/email/phone). I want my claim resolved immediately, its already been 50 days since the damage occurred.

  Business response

  08/18/2023

  ACERTUS is aware *** ***** filed a complaint with your office on July 28, 2023.  Metrogistics, LLC, a member of the ACERTUS network, was contracted by Sonic Automotive to transport a 2020 BMW M4 to be delivered to *** *****’s residence.  Metrogistics subcontracted with GND Transportation Group, LLC for the delivery.  The vehicle was delivered on June 13, 2023.  The receiving party, ******* ******* signed the Bill of Lading showing no damage to the vehicle at that time. 
  
  On June 17, 2023, we received a report from ***** ********** stating the vehicle was delivered with damage to the rear bumper.  At this time, *** ***** was not communicating with Metrogistics, but with ***** **********.  Metrogistics Claims Analyst Brooke Windegger contacted *** ***** directly June 28, 2023.  *** ***** was assigned claim number 8431477.  *** ********* advised *** ***** the claim was denied as there was no damage notated on the Bill of Lading.  The Terms of Service acknowledged by *** ***** stated Metrogistics had no liability for any damage not notated at time of delivery.  *** ********* also advised *** ***** multiple emails to ACERTUS delays response time as communications are handled in the order in which they are received.  Each subsequent email is treated by the system as an update and it is then pushed to the bottom of the queue.  *** ********* advised *** ***** it would be more efficient to contact Metrogistics by phone.
  
  *** ***** responded to Metrogistics on June 28, 2023 that Mr. Silver was never provided authority to sign for the vehicle on *** *****’s behalf.  Metrogistics received emails from *** ***** on July 2 and 5, which pushed his case farther down the queue.  On July 5, 2023, Metrogistics contacted *** ***** they were willing to reopen an investigation for the claim and asked for additional photos of the damage.  Metrogistics received the photos on July 5, 2023 and on July 7, 2023 informed *** ***** it could be up to 10 days for determination on the claim.
  
  On July 19, 2023, *** ***** was informed by Metrogistics they would accept liability for the claimed damage.  The analyst requested *** ***** obtain an estimate for repair in addition to the estimate that had been obtained by ***** **********.  *** ***** forwarded a second estimate the same day.  *** ***** then emailed Metrogistics on July 21, 24, 25, and 26.  Each of the emails moved the claim back in the queue and delayed response.  On July 27, 2023, Claims Analyst ****** *********** advised she had not received the second estimate.  ***** ********** provided a copy of the second estimate to Metrogistics on July 28, 2023.
  
  On August 4, 2023, Metrogistics approved the estimate for repairs from *** ** ******.  It was explained to *** *****, he could pay for repairs and Metrogistics would remit payment after repairs were completed, or Metrogistics could pay the shop directly.  *** ***** responded that he previously stated the *** ** ****** quote was not complete, and he wanted to proceed with the first estimate.  On August 7, 2023, Metrogistics authorized repairs by ********.  *** ***** was informed of his options regarding repair payments.  At this time, we are awaiting notification repairs have been completed.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company is the third party vendor for Bommarito GMC in Ellisville, MO with regard to out of state vehicle registrations. They originally received the request and paperwork to register a new Yukon XL that we purchased from the dealership on about 10-25-21. I am not sure the amount that was paid specifically for the registration but right now (five months later) the vehicle still does not have a current registration. They are supposed to be getting the vehicle registered in Massachusetts. The process has taken so long that the only communication has been when one of the required forms expires they ask for an updated one which I have provided multiple times but I have no idea where they are in the process. I just got off the phone with the with the person from the dealership who is the point of contact with ******* from there and she told me they don't answer her calls or emails so we just have to wait for an update. According to her she emails them everyday for an update with no response. I am not sure what the fee was that they were paid for their services but if it was more than $0 they were paid too much based on how effective they are at completing the work.

  Business response

  05/10/2022

  On 10/27/2021 we received a request to process **** *********'s vehicle from the Dealer he purchased the car. We conducted a quality check on the order within 48 hours and advised that we needed a copy of his driver's license and an RTA insurance stamp before we could process the work. On 11/11/2021, ******* received the insurance stamp, and on 11/16/2021 ******* received the copy of the Driver’s License (black and white copy). It was sent out for processing within 24 hours of receiving the needed documentation. We did reach out on 11/18/2021 that we may need the DL copy in color and potentially his SSN. We (*******) should have been clear with the initial ask that the DL should be in color. On 12/2/2021, we received a rejection letter from the state because the DL copy wasn't in color, and we needed his SSN. That same day (12/2/2021), **** ********* informed us that he is considering registering it in another state. We placed the order on hold, waiting for further instructions. 
  
  On 12/15/2021 ******* was informed to move forward with the original state (MA). However, we were still waiting for a color copy of the DL and the SSN. ******* received the needed documents on 1/21/2022; the Dealer stated that they sent it on 12/17/2021, but we have no record of it. The packet was sent to process again with one of our vendors on 01/24/2022 with a rush order. The state rejected the unit again because the RTA stamp had expired. The previous RTA was provided (expired) and held the unit for processing. On 2/21/2022, we received a new RTA form, but the state would not accept it as it was not fully executed. ******* was at fault, and when we received the rejection letter back from the DMV on 3/17/2022, we corrected and resubmitted the form on 3/18/2022,  the stamp expired again noted on 3/23/2022 and wasn't processed in time at the DMV. We informed the Dealer we needed a new form and described that it was our fault. On 3/25/2022, the dealership notified the owner that a New RTA form is needed, and ******* received it on 3/29/2022. We reviewed the packet and sent to process on 4/04/2022. We received the completed packet back on 4/22/2022 and sent it back to the dealership. 
  
  There was a miscommunication from ******* on the needed documents and a miss on filling out the RTA form correctly on behalf of the customer. However, there were delays in receiving documentation and understanding where he wanted the car to be registered.   

  10/27/21 – ppwk received by *******
  10/29/21 – ppwk entered into TTL (DL copy provided expiration 10/10/21)
  10/29/21 – ******* emailed to let client know the RTA insurance stamp was missing on the form (standard requirement) 
  11/11/21 – ******* received the stamped insurance stamp
  11/16/21 – ******* emailed the client for a current driver’s license copy (Zendesk ticket : 8366650)
  11/16/21 – ******* received updated DL copy
  11/17/21 – ******* sent ppwk to state to process
  11/18/21 – ******* emailed for color copies for DL and social security #
  12/2/21 – DMV rejected for color copies of the DL
  12/2/21 – email was received directly from the client listed below: 
  *********, ****Dec 02, 2021 ?04:44 pm 
  I asked ******* about this possibility earlier and she said since the paperwork had already been submitted for MA that it wasn't possible to register the vehicle in Missouri instead.  We have a home in Missouri as well and honestly the only reason the process was started for MA when I purchased the vehicle was due to a miscommunication about which address I wanted to use.  It would actually be better for me in some ways to have the vehicle registered in Missouri.  Is it possible to submit the stuff to Missouri and return the MA registration when it shows up if it can't be cancelled.  It is pretty frustrating to pay over $80,000 for a vehicle that we can't legally drive now for over a month due to red tape.
  12/2/21 – communication from ***** to client to advise that the state of MA doesn’t recognize temp tags and we cannot issue them for that state. (Zendesk ticket *******)
  Good Afternoon All, 
  ****, unfortunately, the state of Mass does not recognize temp tags, thus we can't issue. 
  We can stop the MASS transaction and move to Missouri address if you would like. For Missouri, we will need a personal property tax receipt, Missouri insurance. Where is the car located at currently? 
  Thank you,
  ***** ******
  12/7/21 – ********* emailed color DL copy to Dealer – ******* is not showing receipt of this.
  12/8/21 – ******* emailed dealer (customer) to advise the order was on hold for approval to continue and to validate the state it was needing to be processed in.
  12/8/21- Dealer emailed back that their customer (*********) was undecided at this time
  12/15/21 – Dealer emailed to move forward in MA 
  12/15/21 – ******* notified dealer of pending  color copies of DL and security card (mistakenly should have read number)
  1/11/22 – ********* emailed dealer for status
  1/11/22 – Dealer emailed ******* for status
  1/13/22 – ******* emailed to advise we were still pending color DL copy 
  Hi Krystal,
  This paperwork still shows pending in our system. I don't think we ever got a color copy of ****'s PA driver's license. Can you send that over please?
  Thank you,
  Jeremy Day
  1/13/22 – Dealer provided DL color copy but advises to rush.  States this was sent to ******* on 12/17 (no record  of this)
  1/14/22 – ******* emailed to advise we need the back color copy of the DL also only the front was received.
  1/21/22 – ********* emailed back copy of DL (separate Zendesk ticket : *******)
  1/24/22- Internal communication with ******* CS reps provide front and back color copy of DL
  1/26/22 – Dealer emailed for an updated ETA
  1/28/22 – ******* reached out to vendor to confirm all requirements are met
  1/31/22 – ******* emailed and advised we had to get a packet back from our T&R vendor which took longer than expected and we could update the full packet to resubmit)
  2/5/22 – ******* did a follow up email of all pending requirements: new stamped RMV 1  and new insurance card (due to delays listed from above insurance had expired)
  2/10/22 – Dealer was emailed the updated insurance from ********* (Zendesk Ticket : *******) 
  2/10/22 – Dealer emailed ******* the updated insurance card.
  2/17/22- ******* emailed to say the new stamped RTA was needed.
  2/21/22 – ******* received the updated RTA form
  2/22/22 – ******* submitted to DMV to process
  3/17/22 – ******* received rejection from DMV for RTA not being fully executed.  ******* updated
  3/18/22 – ******* resubmitted to the DMV.
  3/23/22 – DMV rejected RTA form as it was greater than 30 days old
  3/23/22 – ******* notified Dealer that a new RTA form was needed
  3/25/22- Dealer emailed client for updated RTA form
  3/25/22 – Client emailed dealer:
  From: *********, ****
  Sent: Friday, March 25, 2022 5:51 AM
  To: ******* Trog
  Subject: Re: ********* - *****************
  I will call and ask them.  If they delay this again - I want to pull the plug on trying to register it in MA and just do whatever we need to do to register it in either PA or MO.  I'm not saying that you can make the process go any faster but we are approaching six months of this ridiculous paperwork drill with no end in sight as far as I can tell right now.
  3/29/22 – Dealer emailed customer for updated RTA form
  3/29/22 – Dealer received updated RTA and sent it to *******
  4/4/22 – ******* CS rep received updated RTA and forwarded it to the OPS team to process 
  4/5/22 – RTA form was sent to the vendor
  4/6/22 – Order shows outbounded to vendor updated eta 4/22
  4/7/22 – ******* CS rep reached out to ops to as for the ETA to be updated 
  4/7/22 – ******* OPS let CS know the procedure lines were out of order but ETA is 4/22/22
  4/7/22 – ******* CS let dealer know of ETA, dealer responded with :
  OH NO  why so long?  This guy is making threats, BBB, lawyers, you name it.  If you can’t get this done by next week we are all in a huge pile of it.  I’d appreciate some help expediting this deal. It dates back to October
  4/7/22 – ******* CS notified Dealer this populates in our system but that vendor knows this is an urgent matter.
  4/8/22 – ******* CS emailed to advise that they talked to the runner today and asked that it be rushed by vendor and taken into DMV today.
  4/8/22 – Dealer advised:
  Last fall with another Massachusetts disaster, your runner stayed and they processed same day.  Please have him do that again.  Waiting another week is not an option.
  4/12/22 – Dealer emailed for an update
  4/12/22 – ******* CS emailed : I just spoke with MA and because **** ********* has a PA DL we need a color copy of the front and back, would you please send me a scan?
  4/12/22 – Dealer emailed to state these were sent in January and they need us to check to ensure we have these.
  4/12/22 – ******* sent this to vendor to process
  4/13/22 – Dealer reached out for an update 3 times with no response from *******
  4/14/22 – dealer reached out again
  4/14/22 – ******* responded back: 
  The DL was sent to MA on 4/12, I was advised that they were working on it yesterday, 4/13 and that it will take a couple of days.I checked online and it isn't showing yet, but I will check again tomorrow.
  Thank you,
  ******* *****
  4/14/22 – Dealer emailed back why is this not being made a priority and that when the client calls tomorrow they will provide the ******* number.
  4/14/22 – ******* responded back that we would follow up with our runner tomorrow
  4/15/22 – ******* responded back that we would follow up with runner again and have an update within 30 mins
  4/15/22 – ******* CS responded to the client this was not received back from the MA DMV that the MA DMV is currently 2 days behind and they are closed on 74/18 for Patriots Day and would follow up on /19.
  4/19/22 – Dealer followed up with *******
  4/19/22 – ******* responded advising we were following up with vendor for update
  4/19/22 – ******* responded back advising nothing from the runner/ vendor today and we should have it tomorrow that MA was closer to 4 days behind.
  4/20/22 – ******* responded back stating that Runner went in today and that they are still behind.
  4/21/22 – ******* advised it was completed and should be back to our office on 4/22/22
  4/22/22 – Dealer reached out for update and ******* advised it was completed and provided tracking.

   

   

• Initial Complaint

  09/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ******* ***** & ****** ******* are the worst . ******* ***** promised via email that my car would be delivered by 09/22/21. I received the car 3 days later . They would call me and lie and said they left a voicemail . The worst customer service ever ! ****** ******* stated via email that car should come with temporary tags ; they delivered the car with any type of paper work , no bill of sale , no temporary tags and the car had more miles than promised. The car was not inspected as they stated !! The brakes make an horrible noise and when you reverse the car sounds like there is something wrong with the transmission. Horrible , they delivered the Cars for Vroom . Vroom would tell me one thing and then this company would tell me another . Also the delivery logistics team they used sent some young boy with an attitude to drop it off . Disgusted by them

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