Complaints

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.

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I call ******* **** ****** protection 11/27/22 they said Metro TV was available the 29th. My daughter waited for them. No one showed I called them. They tried to call an old number ******* gave them to say they don't have appointments available. The lady started on about not knowing why they schedule times yet have no idea what their schedule is like. I asked when someone would come, she told me that they'd call in a couple of weeks to schedule. I asked when someone would be here, the lady was **** saying they are very busy and she doesn't know when. * ******** *** ******* *** **** *** **** ******* **** ****** ***** I called *******, Metro showed available in two days, yet they weren't. Thankfully a different company was available a day later. Not too long after the washer was fixed, the dryer broke down. I called *******. Metro was available in two days. I told them the last situation. ******* contacted the company, the owner said someone would be out in a few days. My son stayed home this time. The guy that came out pulled the dryer out and the dryer vent was broken, they don't cover it. He told my son the burning smell was normal, but we could smell it better because the vent isn't connected. He left it at that. My son relayed but I didn't know what he was talking about, I called the company for a better explanation. The lady was **** again and said the notes say the owners knows. I told her I'm the owner and it wasn't explained to me, I would like to know what was going on. She told me she'd see if he'd be available at some point to call me. My son replaced the dryer vent that day and made sure that everything was cleared out going to the outside. We tested the dryer again, still a burning smell and not drying. Called *******, Metro showed available 2 days later. I told them they weren't and they closed the job w/o making sure the problem was fixed. **** ****** guarantees 3 day service. Metro says they're available when they aren't to get the business.

  

  Business Response

  Date: 05/22/2023

  Hello,
  I would like to respond this complaint, but there is no where on the form for me to respond. This is a baseless complaint. Either remove this complaint from my profile or let me respond to it. ******* told the customer we would be available in two days; Metro never made this claim. Metro has never and will never advertise 2 day garanteed service.  
  

  Thanks,
  Metro TV

  

  Business Response

  Date: 05/23/2023

  ******* is the warranty company and works with various sellers around the country, such as **** *****.  We run into times where the warranty company may schedule a time that doesn’t work for us as we did not approve or receive the dispatch call.  We cannot accept every dispatch call depending upon if it is in our area of expertise and staff available.  After that, we call the customer to schedule an appointment.  Metro does not guarantee 3 day service, if **** ***** guarantees 3 day service that would need to be discussed with the warranty company, we are the service company hired through the warranty company.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been struggling between ******** and metro about my dryer being repaired. I filed a claim with ******** and they assigned Metro as the service provider. My service call was cancelled and told that based upon the report they were going to order parts. Parts came , tech came out and brought rollers and a belt. Not what the dryer needed. I needed a control panel and brain for the dryer. This was on 11/8. Was told parts ordered and there are no parts ordered ******** blames Metro and Metro blames ********. I am back and forth between the two . Apparently no one knows what is going on and my dryer is not repaired over a month later. I would like to include ******** in this complaint as well. They are not helping to get this resolved . I want it fixed or replaced . Two service claims ********* and ********.

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/12) */ Due to Covid and all the other Virus around us. We do pre-diagnose every call and order parts related to the problem of the unit. This will minimize our contact with customer for both of our safety. This has been very successful. There are some exception and this customer is one of them. The common parts for her unit was ordered which are Idler, Rollers and belt. these are the most wearable parts. The rollers and idler goes bad and causes the belt to break and the unit will not start. That was not the case for her. Tech called the ********* from her house and he advised if it's not the parts you have then get the main and control panel, one of the could be the problem. We do have both of those on order, we have received the Main board and the Control panel is on back order with ETA 12/14. I am sure this was told the customer and the extended warranty as well. We just have to wait for all the parts then we can go and service her unit. Consumer Response /* (2000, 7, 2022/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm really at the mercy of someone . When I called Metro on the day I talked to ******** I was told by Roxanne that she had talked to Metro. I called Metro and the gentleman that answered the phone said that he had not talked to any one and only on that day I was told they would order the parts . That was the day I had filed my complaint. I was also told by ******** that my parts were not back ordered. Regardless of who is right or who is wrong my parts were not ordered until that day. And all I want is to have my dryer fixed. I hope that my parts are coming and I have given up on calling anyone because I don't feel that my issue was handled by whomever correctly.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Since August 18th we have been waiting for someone to come check our refrigerator. This company was assigned via our warranty. They diagnosed the problem without looking at the unit and have not make any attempts to come to our home to check the unit.

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 8, 2022/10/10) */ Due to Covid, We are trying to have the least amount of contact with our custmers for both of our safety. That is why we pre diagnose every work order base on your discription of the problem. Looks like your Refrigerator not making ice and something is broken off the ice tray so it needs Ice maker and ice tray and that may fixe all your problem. The Ice tray is on back order. As soon as we get all the all the parts we will come and see you. Consumer Response /* (3000, 10, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made multiple calls to this company asking to have someone come to my house to look at the unit as it was no longer cooling at all. I let them know this within a couple of days of the original request regarding the ice maker. They would not cometo look at it. I have since called another company who came over within 24 hours & fixed my unit. Yes, we still need to wait for the ice maker, but the unit was fixed that day by the other provider. At this time we need this company to make sure the ice maker parts are delivered to us, not them Business Response /* (4000, 12, 2022/10/14) */ We would be happy to cancel The parts we have on order for you and the work order. they can have the other company take care the ice maker as well. We can not ship the parts to the customer's house. Please let me know if you want me to cancel your work order. We can not come to your house till we have all the parts. Thanks.