Metropolitan Movers

Three emails: #1 Complaint to Metropolitan, #2 Metropolitan's response and #3 Comment about response.

METROPOLITAN MOVERS

Email #1
Complaint to Metropolitan: I used Metropolitan Movers for 2 separate moves (July 31 and August 2) and below is a list of dissatisfactions:

1. I was surprised when Jordan from “Jordan Smooth Moves” arrived at my door. It was my understanding that I had hired Metropolitan Movers (I was never informed that Metro was a broker versus a moving company) and not “Jordan Smooth Moves” who contradicted what Metropolitan Movers told me over the phone during my reservation (Metro told me that Visa was fine for payment, Jordan Smooth Movers wanted only cash and as a result I was running around getting cash for payment during a stressful move ($500 move 1, and $750 move 2 + $85 move 2 late fee).

2. BOTH dates the movers were late. On July 31 I moved out of my old condo and on August 2 I moved into my new condo. During both moves, I had the condo elevator reserved for a specific time slot (9am to 11am) and that is why I requested the movers to arrive at 9am on both dates. Again, they were late on both dates (on July 31, they showed up at approximately 10:30am and on August 2 they were almost 4 hours late arriving at almost 1pm).

a. We were told that “jobs” had been put ahead of yours, why?

b. Upon 1pm arrival on August 2, my father was very rudely told that they had to be paid up-front in cash or “they were leaving” with my belongings (Aug 2 was a Friday before the long week-end).

c. After the 1pm arrival, as the movers worked, I was told at 2pm I would have to pay an additional $85 “late fee” (which include 2 locks for storage) – this is ridiculous, they were late, not us!!! This was paid for fear that they would stop working and hold our belongings hostage.

3. The glass on my coffee table was broken but I was not told. I found out as I was organizing my new condo. I expect this damage to be repaired (I will send a photo if necessary).

Email #2
Metropolitan's Response:
From: Metropolitan Movers
Subject: Re: Customer compliant from (Calgary, AB)

Dear Glen,
We are happy to hear your feedback regarding your move with Metropolitan Movers.

Allow me to answer your concerns as numbered in your email.

1. Having a team from our sister company, or "subcontracting" (like Jordan Smooth Moves) to do a job for us has actually been stipulated in our company's terms and conditions (please see link:
This is especially the case when the move is scheduled for end of the month wherein there are a lot of moves to do. In the case of payments, credit card payments is accepted here at Metropolitan Movers. On the day of the move and payment, a call to our hotline would have facilitated this payment.

2. We do, however, acknowledge that the movers might have been late in meting you on the day of the move but that was because there was a flatbed semi truck parked on the place where the truck needed to park so the movers could not get access. Please also note that there is a window period of an hour to an hour and half during pick-up. Please understand that as your moving day is the end of the month, the moving industy is very busy and we do try to accomodate everyone in need of relocation during these days. As such, some move schedule needs to be arranged.

Our movers do not mean to sound rude, athough, this is ïmpression" is probably a result of language and culture barriers (movers are not all natives of Canada). They may sound tough because of the manner of which they speak but certainly the intent was simply to explain and not to berate. We also did not charge any extra "fee" for the storage, the fee was supposedly to be for the extra hours, but we did not charge it.

3. Lastly, the movers were very careful during the job and moved the glass items as directed. No damage was done on any glass items including your coffee table.

We hope these clarifies the matterat hand. Should you want to discuss this further, you may call the Moving Coordinator directly. His name is Jordan and he can be reached at 403-703-3318.

With Kind Regards,
Thea
Customer Service Manager

Email #3
Comment on Metropolitan's Response:
My name is George the father of Glen . I helped him move on the above dates. I was there for the whole day waiting for the movers at 9:00am.

Call your hotline - are you kidding? The movers were adamant on cash. There was no hope for a cc payment. I was there!

The movers arrived FOUR hours late to the site and the flatbed truck AT the site was moved in 15 minutes. I know because I was there!

The glass table top was broken why do you not believe us? Are you suggesting that we broke it?

Both movers spoke perfect English - both were born & bred in Canada. I know because I asked them!

I cannot believe that someone like you had the nerve to write the above letter - but I guess you have done it many times.

By the way were you there?