Complaints

This profile includes complaints for Metrogistics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metrogistics LLC

  110 Rock Cliff Ct Saint Louis, MO 63123-1161

• 

  Metrogistics LLC

  1141 S 7th St Saint Louis, MO 63104-3623

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:03/27/2025

  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.

  Purchased car from ****** online auction and for it including shipping. Upon the delivery of the vehicle the car fell off the track of the tow truck while the driver moved the tow with the car unsecured and it suffered some damages. Had to hire separate tow company to finally offload the vehicle correctly. Been conversing back and forward with the tow company's insurance over the damages and they're refusing payment. Posted the link of the *** falling ****************************

  Business Response

  Date: 03/28/2025

  ACERTUS is in receipt of this complaint and we are actively investigating. We will have response on this complaint once our investigation has conclude, ETA of response 3/31/2025. 

  Business Response

  Date: 03/31/2025

  Following a comprehensive review of the referenced claim, it has been determined that the matter was mishandled and liability should have been accepted at an earlier stage. As a result, ACERTUS management is in the process of contacting the claimant, Mr. ******* *******-*****, to inform him of the final judgment and facilitate the completion of this claim.
  Please be advised that before any payment in the amount of $595.00 can be processed, an ACERTUS release will be required to be signed by the claimant.
  Should you have any questions or require further clarification, please do not hesitate to contact us.

• Initial Complaint

  Date:07/25/2024

  Type:Delivery 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.

  This company is unfortunately AutoNations contracted shipped. If you have a choice, do not use them. Your car will be delayed with no reasoning or updated delivery and your brand new leather seats will be ruined. I sent the partial email below with no response: I received shipment notification on Thursday June 6, saying estimated delivery was 5 days in the afternoon and I'd receive a call within a 4-5 hour window. I called on day 6 asking for update and was told the driver was in MS as of that morning and he would call me with an update on delivery. No word from driver. Called the next day (June 13) and was told it would be delivered Friday. Called Friday and was told there was another issue with the truck but they would be there Saturday. When Saturday came and went, I didn't bother trying to call again, worried I'd be given another excuse and/or unrealistic delivery day. As a member of the military, I do not have access to my phone regularly, and tried to stress that to customer service each time I called. Sunday I was on base and got to my cell phone with missed calls and a text message from the driver at 1349 that he was nearby and he had been trying to call me for a few hours. I called right back and he had arrived in the area. The first call was from 1210- less than two hours prior to his arrival. What happened to the notification of a 4-5 hour notification of arrival? The delivery receipt says I should have been called 48 hours in advance, which didn't happen either.I'd like to know if there are any options for:1. Partial refund due to delivery delay. Estimated was 5, actual was 10. I was never provided a delivery date until the driver was there. 2. As you can see from the attached photos, there are dirty boots prints and pieces of dirt/gravel on the second row of my brand new leather seats. I'm assuming this was from the delivery driver standing on them to secure. I'm not sure why anyone would think it's ok to do this without a protective covering?

  Business Response

  Date: 07/26/2024

  Hello, 

   

  ACERTUS is in receipt of this BBB complaint and we have conducted an investigation to locate determination. The vehicle in question was STI (Subject To Inspection) delivered to ******************************* on 6/16/2024. Per ACERTUS standards all damages must be reported within 2 business days of delivery. This BBB complaint is ACERTUS' first notice of the loss. Based on our findings the claim's liability would result in denial due to the **** being received via BBB 39 days post-delivery.  

• Initial Complaint

  Date:01/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/17/2023

  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.

  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

  Date: 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

  Date:07/28/2023

  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.

  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

  Date: 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.