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Business Profile

Repossession Services

Metro Investigation and Recovery Solutions Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Repossession Services.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 1st, August 5th, and again on August 16, 2024, I emailed your department requesting a status of my initial claim. Additionally, I called your department at ************ on July 29th, August 1st, August 6th, and August 21st, 2024. On August 6th & August 21st, an employee informed me they would email the claim department to request them to give me a callback. Today is August 22nd, and I have yet to receive a phone call or an email response from your company. I want to resolve this matter at the lowest level and kindly request a response to my initial inquiry. For the record, I have also sent my initial complaint via standard mail and certified mail per your company's instructions. Reference - Last 6 of Vin: ******

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Today I called to get my belongings out of my repossessed vehicle and they told me I would have to pay a $50 "admin fee" in cash to retrieve my belongings. That is ILLEGAL in *****. They do not take card, go figure because that's traceable. I will be sending a certified letter demanding my property and will be filing a lawsuit after that if they fail to return my things. The first time I called the representative told me the fee was from the loan company. After getting off the phone with the loan company and calling them back they said it's now an admin fee and it's from them. As per Texas law this is ILLEGAL. Also, when I called them it is not the address listed on ******. It is located in ************* and it is not on **********************. When you call the schedule an appointment they send you to completely different address.

  • Initial Complaint

    Date:07/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Car was repossessed in aug 2023. Retrieved car from auction sept 2023 and was told items could be retrieved from metro recovery and could pick up license place there at PG county location. Called and made appointment, went to appointment where I waited for 30 mins to be told my items were missing and the person who completed intake quit. Was given a claim form for compensation of lost items that was sent in Nov 2023 via **** priority. Called metro in feb, April and July for updates and repeatedly told someone would get back to me and receive no contact about my missing items or compensation of the lost items. Photos include receipt from car redemption from auction, appointment was scheduled for day before pick up date. I would like compensation for my items lost/stolen by their former employee.

  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My vehicle was towed by Metro Investigation and Recovery Solutions (MIRS) on 5/3/2024 between 1:30AM CST and 2AM CST. On 5/9/2024 I picked up my vehicle and noticed that my steering wheel and driver's side seat was damaged. My steering wheel leather was pulled apart and seat was slashed. I filed a complaint form and submitted pictures and along with as estimate to MIRS on 5/24/24. The complaint was sent certified return receipt. **** picked up my certified letter on 6/7/24 and it was signed by ******. I have been calling MIRS at ************ and have spoken to Doc and **** Navowski who both told me ****** at extension 1033 was handling my account. Unfortunately, I have called several times but to no avail. I spoke to Doc on 6/13/24 at 11:02AM CST who claims he's the *** of the company and he would have ****** give me a call at the end of the business day and to date that has not happened. My last communication was 6/21/24 at 9:06AM and I spoke to Doc and he said, again, ****** would call and that has not happened. I just want my car fixed. I didn't do this damage and I want to be compensated for it.

    Business Response

    Date: 07/12/2024

    Please see attached response. 

    Customer Answer

    Date: 07/18/2024

    I don't understand why this complaint was closed when in fact it was not resolved.  As I said in my complaint an employee of Metro damaged my vehicle!! They are responsible!! 

    That form that they said that ********* signed waiving any liability is a load of malarkey.  You MUST sign that form BEFORE you get OR see your vehicle.  The vehicle is in the yard AWAY from view and ***** is allowed to approach the vehicle until the form is signed.  This does NOT waive any liability from Metro AT ALL!

    This needs to be reviewed once again!  ************** hired them to "repossess" my vehicle THEY ARE ULTIMATELY RESPONSIBLE why they have the care, custody, and control of the vehicle-PERIOD!

    I want my car repair by the company who damaged it!!

  • Initial Complaint

    Date:06/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Towed vehicle improperly causing $3,000 worth of damage. Demanded $400 to retrieve broken truck by inadequate and unskilled staff

    Customer Answer

    Date: 07/04/2024

    business reached out to cuss me out. 

  • Initial Complaint

    Date:04/14/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 12th I had a 2:30 pm appointment to pick up my car at the towing lot located in Jessup Md, when I got there the receptionist asked for my ID and car keys and gave me some forms to sign as I read the forms I asked why do I have to sign if I haven't got my car nor seen it yet the guy said I had to sign first and they will bring out my car. So I waited for them to bring it out when finally I see a lady driving my car out and as I'm walking towards my car I noticed my hood was messed up and the lady just parked it and walked away with out notifying me of the damages or giving me any type of explanation as to what happened to my car or apologies or anything they were all just acting as if nothing had happened. So I go complain to the guy at the front desk to tell him my car hood and lever to open the hood is broken and my hood is jammed slightly opened on one side and he tells me that the lady said she had to open my hood and jump start my car which makes no sense because my car had just been in the shop 3 weeks prior (I have documents showing this as well) and my battery test passed and I had a new motor starter put in so everything was in good condition also I gave them my keys so there was no need to jump start my car , I told them they have to repair the damages and the guy gave me papers to submit a complaint with photos and proof of damages which is very inconvenient because why do have to submit a claim and proof when they are the ones that knows what happened and caused the damages I asked them to at least give me a statement or some type of documentation saying what happened but they refused to so I ask for the manager and she was a very rude woman that was also no help and kept refusing to provide me proof to keep when I file a complaint so that it wont have to just be my words against theirs the lady got up and said "Im done here I wont talk to ignorant people" and walked away so I called the police for a police report (Report # **********).

    Business Response

    Date: 04/24/2024

    It is our procedure that if at any time a consumer claims we damaged their vehicle we request they fill out a complaint packet for our complaint team to review. Packet was received by our office on 4-23-24 and is currently under review by our complaint team. 

    Customer Answer

    Date: 05/03/2024

      (BBB Note)The consumer has advised that no resolution has been provided from the business.  Nor has the business reached out to him regarding a resolution. 

    The consumer has asked that the complaint be reopened for that reason

     

  • Initial Complaint

    Date:04/09/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 9, 2024, I called several times in an attempt to retrieve personal belongings from a vehicle they repossessed two weeks prior. I have been getting the run-around by this third-party company and have been in contact with both the finance company and company who contracted Metro Investigations to repossess the vehicle. On each occasion, I have been told that they have not received a release form for personal property. Skip ******** ********* Recovery Service) informed me that there is a regular issue with printing the release form that leaves the cosigners name and information off. They also informed me that I could call Metro Investigations back at that time because the issue was handled. When I called Metro Investigations back, a very rude woman told me the release for was still not sent. When i tried to tell her I spoke with Skip ********, she cut me off, telling me she couldn't do anything without receiving the form. I informed the her that I would be reporting my tags stolen and she claimed that I would be filing a falsified police report. The fact is that they have my tags, I was informed that the issue was cleared up but they continue to claim not having my name to retrieve tags that are registered to me. The vehicle is no longer an issue, co-signer or not.

    Business Response

    Date: 04/24/2024

    Complainant was not listed as the owner of the vehicle on the paperwork we received, therefore we could not release the property from the vehicle until we received notification that we were allowed to release it to him. The paperwork was received from the finance company on 4-9-24 and uploaded into our system. The complainant then scheduled an appointment (all personal property pick up require a scheduled appointment) for 4-10-24 at which point he arrived and retrieved his belongings without any issue or complaints to the staff at the storage facility. Unfortunately we cannot proceed forward in releasing any vehicles or belongings of vehicles without written documentation from the finance company to be in compliance with the law and to ensure we only give vehicles or belongs back to their legal and rightful owner. 

  • Initial Complaint

    Date:03/14/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    First, I had an appointment to retrieve my belongings from my car and I show up and they claim my car was not there NEITHER WERE MY BELONGINGS. I dont know how these people are still in business!! Items went missing from my car and they had no explanation for it. I SUBMITTED A CLAIM OVER A YEAR AGO AND HAVE CALLED DOZENS OF TIMES AND HAVE BEEN TOLD SOMEONE WOULD CONTACT ME AND THEY HAVE NOT AT ALL. What makes it worse, apparently YOU CANNOT SPEAK WITH THE claims department DIRECTLY YOU MUST WAIT ON THEM. Im wondering why this Metro Investigations hasnt been under investigation yet?? AND the cashier stole my $50 and tried to claim he gave it back! HE DID NOT!!! TERRIBLE TERRIBLE TERRIBLE business!!

    Business Response

    Date: 04/24/2024

    Due to how old this complaint is and the difficulty to research a claim and all occurrences from 2022 we will happily refund the consumer $50 upon them signing a release stating this matter is now closed. 

    Customer Answer

    Date: 04/25/2024

     
    Complaint: 21403552

    I am rejecting this response because: I immediately sent my report claim in October 2022 and consistently called and left messages for months to no avail. Was told I could never be transferred to the claims department that I would have to wait to be contacted. Dozens of times I was assured someone would reach out to me and they never did. I submitted a claim for over $700 in loss of property from my vehicle as well as the $50 that was taken and never given back to me by the front desk. I will happily close the claim after my $700 in property loss is returned as well as my stolen $50. It is not my fault it has been almost 2 years and your company has refused to settle my claim or even respond to it not even once. This is unprofessional and despicable. Im sure youre fully aware that so many others have complained of these occurrences happening. My complaint being open since 2022 is no ones fault but you alls own and this is not fair! Youre admitting its hard to find my claim? This is madness! I want exactly whats due to me! 


    Sincerely,

    ******* *****

  • Initial Complaint

    Date:03/12/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Tow truck driver broke my back bumper of my car. after paying the fee to pick up my car, and noticing it was broke. i had to get 2 estimates and file a complaint form and mail it out to them. No one has contacted me and my car is still broke. Calling does NOTHING. HORRIBLE business.

Metro Investigation and Recovery Solutions Inc is NOT a BBB Accredited Business.

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