Metro Investigation and Recovery Solutions in
Old Baltimore (MD)

If I could leave zero stars I would they are holding my vehicle hostage even though everything is done on my end considering the snow storm we are having leaving me with no way to get food supply’s or go to work

Retract this 1 star….They think my name is boo the fool and they can just bust up my car and tell me to go away…it would be cheaper for you to take responsibility for your actions but nope you wanna play ball so let’s play. brb with an update.

Formal Customer Service Complaint: URGENT: Extremely Unsatisfactory and Disrespectful Service - November 24th Dear Customer Relations Department, I am writing to express my profound dissatisfaction and concern regarding the customer service interaction I had on November 24th. The representative I spoke with displayed behavior that was not only rude and highly disrespectful but also unprofessional and entirely unacceptable. Their demeanor throughout the entire conversation was characterized by an unmistakable mood and attitude that clearly suggested they intensely disliked their job and actively resisted assisting me. The specific issues included: • Disrespectful Tone: The representative used a condescending and consistently dismissive tone, failing to treat me with the basic courtesy expected of a customer service professional. • Lack of Engagement and Obstruction: There was a clear indication that the representative was not interested in resolving my issue, actively hindering the process rather than helping. • Unreasonable Time Constraints: The most egregious issue was being told to wait an additional hour for more information—a situation the representative likened to a game ("like it's Jeopardy"). This instruction was given despite the fact that your office/location was closing in just two hours and I face a one-hour drive to reach it. This demonstrates a complete lack of concern for my time and convenience. • Poor Attitude: The overall feeling of the interaction was one of hostility and indifference, making the entire experience unpleasant and incredibly frustrating, especially given the "all day" timeframe I was dealing with. This level of service is a direct reflection of your company and has significantly damaged my perception of your brand. I have a full recording of the entire conversation available and would like to formally submit it as definitive evidence of this misconduct and the representative's refusal to provide adequate service. I insist that this serious matter be investigated immediately. Please reach out to me as soon as possible to discuss how to securely submit this recording and to address the severe lack of professionalism demonstrated by your employee.

Customer service does not pick up the phone. When they do, they’ll put you on a long hold and then hang up on you with no explanation it providing any help.

The customer service agent at 9:00am on Wednesday, 10/30 is unfortunately a hindrance to the organization. She was rude, I was on hold for 5 min after the rep said can you hold as if she had just been woken up and I was an inconvenience. They make you pick up your car within 10 days but two days in, I’ve only been told how my car isn’t ready to be picked up because “it takes 2-4 hours”, “we only process after 1” and now after calling multiple times as requested, which is already ridiculous when they have YOUR vehicle in THEIR possession, I asked if they could call me when it was ready to pick up so I can avoid another 10 min hold only to be told I can’t come pick up my car yet, the woman said have a good day and hung up. For that woman to be responsible for anything other than herself is disheartening and for her to be the one on the other end of the phone for people going through this is as shame

This company is absolutely terrible if your car gets towed here. They will dispose of your belongings and then, when you call to confront them about it, they give you the runaround. I am certain they kept my child’s belongings for themselves because when my lender called on my behalf to obtain them, they lied on the phone. I will end up reporting this company to the Better Business Bureau and state authorities. This company is a violation and fraudulent.

My son just called the company to schedule a appointment time. He was given a same day appointment to pick up his items and tags. Once he arrived at the location he was told that his car was shipped for auction 22 days ago and his belongs along with the days were loss. After he was told that he had 20 days to pay what he owed so that he could pick up his car. When asked about his belongings. He was then told that he had to pick up an investigation packet. When he asked questions about his items and how they could be loss. No one could answer his questions. He was given the run around. To be honest. I don't believe his items were lost. I believe they were stolen. I we do not receive his person belongings back. The company will be sued.

I needed to come to get my tags off of my car, so I called the number on the Google page. I was put on hold. I kept calling again and again until someone answered, it took about 5 times. My advice is just keep calling!! But once answered, the guy was super helpful in getting me a same day appointment (for one hour later) and I was able to come and get my tags. It’s a super easy process once you get there, and the staff on site was nice. Overall not a bad experience!

SCAMMM!!! Stole car without approval from bank or anyone off of a private residence at 3am during a thunderstorm. They damaged the car in multiple places they were extremely ghetto threatening to tow a friends car when trying to retrieve my stolen car not to mention the documents they forced me to sign in front of a cop were forged with made up company’s made up times and dates all unrelated the officer got it all on camera will most likely be suing them they also broke into my car and rummaged through it missed over 200$ in personal property completely a joke.

This company will try to keep your vehicle to accumulate more money for thier business after they have been told to release your vehicle. REPORT THEM TO THE STATE HAVE THIER BOND LICENSE REVOKED for illegal practices. If you need assistance reply to this post! They can’t be unethical with their business! Everyone has rules to follow.

They took my car and I had no issues! Now they are not returning my call, and they broke my muffler, and my car is now running loud, and won't nobody at their company will put Ben on the phone. I was forced to sign a release of my vehicle, which did not allow me to review my car before signing, so that is technically a forced situation. I was told to call Ben back, and now they keep saying they can't transfer my calls. Ben, of course, has not called me back, and this is stressful. If I do not have a resolution before they close today. I will have no choice but to file a lawsuit against this company, a civil one, tomorrow morning, 6/10, first thing. This is not ok to mess up someone's vehicle from a tow, then not respond and leave them stressing out over the property. Sadly, my car was never supposed to be towed, and they were super pressed to come get my car. I hope these people get there ish together and stop acting so curtis bay like.

My vehicle was repossessed last week and my loan company has led me in a circle telling me this at Internet and I sent a message to the Metro Investigation and recovery solutions and within minutes Naya a very pleasant lady. She listened to me to what I needed, and she was so kind she told me everything and that I asked is my car in Baltimore and she told me where it was. It was close to me reason why I’m trying to find us out. I am trying to raise the money to be able to Out of repossession before it goes to auction, but again I want to thank Naya For her super nice customer service skills that she has and answered all my questions

I just made an appointment to pick up my car tomorrow and I'm really pissed off that they towed my car about 60 miles from my house. I must say that most of the other reviews for this company are frightening, especially all of the ones regarding theft from cars.

This is the worst business ever. They damaged my front bumper and won’t pay to get it fixed. Please don’t sign any documents they give you until you see your vehicle when picking it up. It’s $3000.00 to get a new bumper. They said they would fix it and then lied on the paperwork and said I had pre existing damage which I have proof that I didn’t and a witness with me that saw when they brought the vehicle out with damage that wasn’t there before. Unbelievable and I will be suing for damages.

This place is absolutely bs and thieves. First, you took forever to get me my car. I scheduled an appointment to pick it up at 1:30. Got there at 1:15, didn't get my car until 2:15, just to notice there's a bug scratch on the back driver side door. Tags aren't on my vehicle, and all my belongings are gone. Okay, I get my stuff darn near an hour later. I ask for someone to put the tags back on my car because it was time for me to pick my kids up from school. Nope! I had to do it myself. So, I didn't get to thoroughly look through the bags because it was pouring raining, people waiting forever and the guys were ignoring everyone about wanting to ask about their belongings and vehicle. So, I get home. I'm sick from standing in the rain. I later get my things out the trunk and dump it on my living room floor. As I'm looking through my things I notice there is a lot of stuff missing. The main thing my MONEY!!!! $535. I can tell someone was going through my stuff because all my cards/ debit cards kids cards was put inside of my cigarette case box, but my cashapp card is missing. I have a money book challenge book. I knew immediately it was tampered with because the book was too thin. Next, my 2 pair of rayban glasses one inside a black rayban case, a pair of Gucci glasses, my Gucci pouch wallet purse attachment, all my change that was inside my gold case, Hella pens I had in my driver door, folding chairs that were in my trunk, some of my kids sneakers. My cane, It's probably so much more I can't even think straight. Why would they take my belongings out of my car? They were about to take my car to auction probably thinking I wasn't going to come get my vehicle or belongings. Now, I want to know where my stuff is at and who is going to resolve this problem? I never experienced anything like this in my life, and to think you were going to get away with it is an understatement. I want copies of the documents I signed to get my vehicle because I should've been able to get my belongings and vehicle before signing anything since I had to make an appointment. My stuff should've been ready.

Dealing with this company that towed my car has been mentally defeating & exhausting. I paid for it to be released a few hours after it was towed during a weekend. 3 days later, I still can't 'make an appointment' & I still don't know where my car is being held. I lost valuable hours at work to drive over an hour both ways into Glen Burnie to collect my car to be told it's not there. Despite fees and payments being paid days ago, I was not told where I could collect my car. It's quite literally kept a secret from the owners of the vehicles they collect. I know they'll charge me for multiple days when I'm lucky enough to find out where my car is and fortunate enough to not be hung up on 20+ times in a 4 hour time window to make this appointment that is harder than most things I've done in my lifetime. This company is shady, the employees were disrespectful and ammused at my suffrage. Above all else, you're getting scammed and there is no happy endings and there's nothing you can do about it.

On 1/13/25 my car was repossessed by This company. I called to schedule appointment I spoke Amina at 9:30am this woman is unprofessional is rude, nasty and verbally nastiness. My 1st call was called back by after 1:00pm I called back after 1:00pm. She tells me to call back in 45 mins I called in 45 mins only to be told my paperwork wasn’t processed. I called by 4:15 she told me my paperwork wasn’t processed. I called back by 4:30 and was told it will cost me $545 in cash when she initially told me $510 to get my car the next day. I asked her why she quoted me one price then another later that day. She hung up the phone. This place holds your car hostage!!!! Then speak to you any kind of way. The go through your property to steal your property and denied they stole property. I will refer their business effected over to better business bureau and customer affairs of the practices. They need to be investigated!!!

I’m not sure how these people still have jobs. Their customer service is incredibly rude and disrespectful. They lie, and it’s extremely unprofessional how they stop responding around 2:30 PM when trying to schedule an appointment. It feels like an intentional, malicious act. If you confront them, they simply hang up. I honestly don’t understand how this company remains in business. What’s baffling is how they carry this attitude into their personal lives—interacting with family, friends, or even their kids. Is this truly their personality, or do they think it’s acceptable to treat others this way?

Zero Star This tow truck company should not be in business. They are extremely rude, disrespectful, and even displayed racist behavior during my experience. They charged me for extra days even after my bank released the payment, refused to give me an appointment to pick up my vehicle, and kept me on hold for long periods. This is completely unacceptable and shows a lack of professionalism and customer service. I would not recommend this company to anyone. They should be shut down immediately!!!!!

Very inconvenient hours for what they do, closing at 4PM everyday. Not open on weekends. Obviously, they do not care about ANYONE but their clients. Unprofessional and rude. Could easily streamline phone process by TELLING you on the recording what you need so you don't wait on hold for 20+ minutes only to have to call back. Could so easily make small changes resulting in better customer service, but that is apparently not their priority. As they are being feed work, they don't need to make changes. Very sad commentary on business ethics.

I assume these folks deal with a lot of devastated angry people. When people show up to get their positions or pay their car off their angry at themselves and angry at the world. It must be a tough job. Not what my soul would direct me to do with my life however. That aside, I was treated with the utmost respect. There was a complication when picking up my car And they handled it flawlessly, with care and genuine concern. Carrie was communicative kind and patient. Thanks y'all!! ..Unfortunate circumstances but showing up as good humans, five stars! :)

Honestly they don't even deserve the 1 star they should get less than zero stars it's so much I have to say but so I'm so glad reading other people reviews that I'm not the only person to have such a awful experience with these people but anyway 1st of all they are very unprofessional, no integrity, terrible customer service and definitely disrespectful smh so they lied to myself and the officer I had to call about what happened with my MD tags and personal belongings They have been giving me the run around for a week smh I honestly don't understand how they can say they lost my belongings when my belongings shouldn't have been taken out of the car smh especially when I had 20 days to pick up my vehicle and they removed my belongings on the 9th and had my vehicle sent to the auction on the 12th smh. This literally has been the worst experience I've ever had with people smh.

When I read the reviews, I automatically assumed an unpleassant experience ahead of me but I received nothing but top notch customer service from this establishment. I called a total of 3 times. The first was to ask about the key situation. The lady I talked to answered all my questions and told me to have a great day. The second was to see if my paperwork was received the next day. The lady I talked to was nice and told me to call every hour to check. I called an hour later and spoke with another nice lady. We scheduled my appointment the same day. Once I arrived at the yard, I was a little skeptical but again, I was greeted, asked if Ihad any questions and was done in 15minutes. Even the young lady that went to get my car was nice. No mud in my car (weather was nasty) . I hope to never have to see them again. LOL

I, unlike others who rated this place did not encounter any issues with the lack of professionalism. I did, however, count my lucky stars that I learned long ago not to leave things of value in my vehicle. There are photos in my dash that are sentimental to me that had been strewn about on the floor board. They threw everything around all over the place. No doubt they were looking for something to steal. Which is terrible since if someone has a vehicle there, clearly they're going through enough already. I'm only giving three stars because one of the employees was very nice to my baby and I appreciated that. If not for that, this would be a one star rating. For clarity, I was at the Pulaski Highway location. Edit:8/26/23 CHANGED TO 1 STAR!!! When my car was towed, I had minor front bumper damage. When I got my truck back, the bumper was almost hanging completely off. I had someone look at it, and he said it was forcefully ripped off. This is unbelievable and completely heartbreaking. I was already in a financial bind, which has now been made worse because I have to pay for body work. This place seriously needs to be shut down. I don't get how this type of behavior is tolerated.

Went there to the Jessup, MD location on 1/15/24 to recover my items from my vehicle, but to find out 2 hours later that my vehicle was not there. The representative at the that was working inside didn't even know my vehicle was not at the lot. After waiting and finding out my vehicle was not there. I asked about my items that were taken out of the vehicle, and was told that that they "couldn't find" my items. So I was told to file a complaint. They were very unprofessional and I never received my things. Was told to just file a complaint. I shouldn't have to file a complaint my items should be there. I advise that no banking/financial institution conduct business with Metro investigation and recovery!

Many people who've been to this location, had a very bad experience like myself when it comes to rudeness, missing property, and poor customer service from its staff. They lack professionalism, empathy, and ethics. I truly believe my items were deliberately thrown away/stolen. I included photos of the location for Metro Investigations & Recovery Solutions, Inc at 11051 Pulaski Hwy. I do not recommend this company!

I do admit , I was hesitant when I was looking at the reviews for this establishment. The lady I spoke with on the phone was patient and understanding. Being that this was my first time in this situation , they made it a breeze. After contacting my financial institution, the release papers were ready for the next day. The day of pickup I was able to meet the staff. I couldn't thank them enough as they were helpful and pleasant. When I had possession of the car, I noticed no damage or missing items. They even have a evaluation sheet of the condition your car was brought in ! Professional and helpful, Thank you Metro Investigation and Recovery Solutions!