On-time Policy

At Metrobi we aim to provide the best experiences for our customers and driver partners. This includes ensuring on time pickups and deliveries. Drivers who repeatedly arrive at customer pickups late are eligible for suspension or deactivation on our platform. 

A pickup is considered on time if you arrive at the customer location at the stated pickup time or up to 15 minutes earlier than the stated pickup time. The pickup is considered late if you arrive more than 15 minutes past the stated pickup time. 

Factors outside of your control will be taken into account when considering your on time rating and will be excluded from your on time rating when deemed out of your control. Examples of factors outside of your control include, but are not limited to: business closures, personal vehicle accidents, and extreme weather. 

What if the customer is late?

Additional wait time at the customer’s establishment is not factored into the on time rating.

What should my on time rating be?

A 100% to 90% on time delivery is considered a great on time rating. An on time rating below 70% is considered insufficient.

How does Metrobi factor my on time rating?

When you arrive at the customer location we receive a timestamp. This timestamp is compared to the stated pick-up time. Late arrivals are tallied and turned into a percentage of all of your routes. That percentage is your on-time arrival rating. 

If the customer is late does that count me as late?

The on time rating is a reflection of you physically being on location. If the customer is unprepared and it has been more than 20 minutes please call 1-800-862-4604 so Metrobi Ops can assist you

What should I do if I think my on time rating is wrong?

Go to your phone settings. Click Applications, Metrobi, Permissions, Location. Make sure your location is set to “always allow”. If this does not resolve the issue, text or call 1-800-862-4604 and select option 1 to get in touch with our team. Feel free to send a text or leave a voicemail if no one is available to answer and we will get back to you as fast as we can. 

Am I going to be deactivated if I am late once?

While being on time is extremely important to our customers, we do understand that sometimes things happen that are out of your control. You will not be immediately deactivated after one late occurrence. You may immediately be deactivated for an occurrence of extreme lateness or for an occurrence of No Call No Show. Repeated occurrences of late arrival will result in suspension or deactivation.

How can I avoid suspension or deactivation from an insufficient on time arrival score?

Metrobi uses Google maps traffic data to estimate when you should depart and head towards your pickup. Make sure to give yourself ample time to arrive at your pickup location using this feature. You can arrive up to 15 minutes early. Therefore, leaving 15 minutes early will give you a cushion to make sure you arrive on time. Do not accept a route if you are unsure if you will be able to make it on time.

What do I do if I cannot make it to a route at all?

If the route is less than 48 hours from now, call 1-800-862-4604 immediately to speak with a Metrobi driver advocate. If it is outside of office hours and no one answers, leave a voicemail. If the route is more than 48 hours from now, text 1-800-862-4604 to get in touch with our team. Please let us know as soon as possible if you cannot make it to a route. 

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