MetroPCS Complaint - Management Tactics and Incompetence
CALIFORNIA -- We have worked as a contractor for Metro PCS in the Southern California market for over a year. Compared to other carriers, they are the most incompetent and disorganized group we have seen so far. Their upper management expects the contractors to absorb all costs for Metro's lack of thorough planning and organization. Job information is always incorrect and/or incomplete and the responsibility falls on the contractor to ultimately obtain accurate information for the scope of work. Of couse, this is long after the bid process and after our costs are committed. They threaten to kick us off the approved contractors list, even if we submit legitimate change orders for extra work not on the original bid walk or due to changes from their lack of preparation. The Project Managers are so stressed out and overworked that they are abusive, unprofessional and afraid to approach their superiors to discuss any changes or problems with their sites. Their incompetence and denial of changes has cost us significantly.
To say we've been jerked around is putting it mildly. They should just get out of our way and let us work. We end up doing their job anyway.
We can't complain to higher ups - we're just whining as far as they're concerned. We're expected to absorb $5-15K on some jobs and not complain. As long as the work gets done, they couldn't care less. We've been promised change order approvals and after the work is done, they're denied. If we stop work to get something in writing or a PO adjusted for extra work, we're threatened. They'll commit in writing to approve changes and after the work is done, deny them. We simply can't believe anything we're told (or stated in writing) and they don't care as long as the "turn-on" date is met. The saddest part is, with a little planning from Metro, most of the changes could be avoided or addressed more affordably up front.
First quarter of 2007, without notice, they arbitrarily decided to change billing milestones for payment. We did not find out about this change until we inquired about several over due invoices. In the meantime, they held up and delayed all current invoices - most for over 4 months and some for over 5 months! We were assured that because we "rode out" the transition of this new billing cycle that there would be plenty of work as they culled through their contractors to weed out the bad ones. Well, here we are in First Quarter of 2008 and now we find out their genius of a Manager has incorporated a program that randomly selects contractors and job walks. After all this turmoil of the last year, we have to wait until a roll of the dice to see if we get any work and in what locations. This is ridiculously inefficient when the logistics of this business, especially in Southern California and with the cost of gas, are critical for execution.
We have worked throughout Southern California for over 25 years and have a great reputation for being professional, honest and responsible. We have the references to prove it. We're not saying we never make mistakes, but we own up to them and take responsibility for them. Metro never makes mistakes - they just point the finger and make everyone else responsible.
Needless to say, our relationship with Metro is short-lived because we can not continue to work for them and hold up our ideals as a reputable contractor.
Based on our experience as a vendor, we wouldn't subscribe to their service if it were free. Our only hope is that someone in corporate (they would not return our call to discuss this) reads this post and realizes that the group running Southern California is suffering from a cranial anal inversion. They may appear to be running efficiently, but there are plenty of skeletons and broken businesses resulting from their tactics. After 25 years in this business, we can promise this is no way to build business partnerships or advocates for their cellular service. In a business where market share and customer service is everything, they might want to treat folks with a little more respect. Just ask Sprint.