I couldn't decide between 3 and 4 stars. I went with 4 because Maria and John are both incredibly sweet and thorough. They don't disappear once they have their fee and really see everything through. Unfortunately the whole process ended up being a headache for us regardless of their efforts.
I think most of this fiasco was not their fault (it was some blend of miscommunication, movers, evil time warner, and lazy contractors), but you use brokers for simplicity and we didn't really get that.
We saw one apartment with Metroline in early May and fell in love. Reasonably priced, rent stabilized, great location, May 28th move-in, and it was being renovated. They also have a deal with TWC so you get free installation and 1st month free. Sounded great, until each element got really complicated.
Lease:
We asked for our lease from both Metroline and the owner at least 15 times. We finally received an incomplete copy the 3rd week of July (Lease began June 1st and we signed May 15th). The owner explained that she was waiting to provide the lease until she was sure it was correctly filled out, but having no proof of address for 3 months caused us quite a few headaches.
Move Date:
We didn't get to move in until July 15th (yes, we were homeless until then). Maria did offer us (2 roommates, not a couple) a 1 bedroom sublet 30min from trains for $1900. While she was sweet to find us an option, it was just not feasible financially or space-wise. Instead, I ended up living in the basement of the new apartment. My roommate lived on her friend's couch.
Rent Amount:
We were told the rent would be raised from our initial offer due to the renovations but not told how much until lease signing. Rent ended up $100 more than we were initially told. The owner wanted more, but Metroline negotiated this down to compensate for our move-in trouble. Sounds great, we were happy.
Until now...we might lose our rent stabilization soon but I guess that's the story of NYC.
Renovations:
The building owner went with contractors recommended by Metroline. They were months past deadline, cut a lot of corners, and broke 2 windows (one of which they never fixed--and for which we were blamed). You can't even put a thumb-tack in our walls without them crumbling around it. Not what we were hoping for after a true gut renovation.
TWC:
We were promised free installation and free 1st month, but got a hefty bill a week after the TW installation. John from Metroline followed up with them and they said they removed the charges. My account shows differently, but they said there may be a delay in posting the changes so I'll update accordingly.
Movers:
Metroline set us up with movers who were very sweet, punctual, and well-priced. Unfortunately, they lost one of our items (something purchased internationally with sentimental value) and broke another furniture item. Again, not Metroline's fault...but their connections haven't really worked out so well for us.
So...5-stars for John and Maria being super sweet.
2-stars for their connections (movers, contractors, and time warner). read more