Ace Midwest Moving & Storage

I'm submitting this to alert others to the shabby business practices of Ace Midwest Moving and StorageFor the past two years my wife and I have been planning/dreaming of a move to ArizonaAs such we accepted bids from moving companies last DecemberAs Ace beat the competition by $500, we made a commitment with them via e-mail and in early June had the bulk of our possessions moved into their storage facility as we temporarily moved to an apartment to prepare our home for saleYesterday they raised their price to a level that would have made them our 3rd choice in the original bidding processWhen I objected to this classic bait and switch I was told they would no longer do the move, despite the prior commitment by both partiesAs the move is scheduled to take place in days, the stress that this caused is significantTheir head of sales attempted to offer some reasons, not based on actual facts, for the increase and then became a first-class jerk when I pointed out the fallacy of his so-called information (for example the distance between Mesa and Sun City, miles as opposed to 17)In closing, I believe it was bid low intentionally as a bait and switch and I would avoid this company at all costsIf this comment helps even one family from making the mistake we did, it is time well spent

Beyond bad....if you have an option to use any other moving company, please do so Our credit card was charged before delivery, inspection or acceptance; we were overcharged and had to fight for the refund; contract terms were broken and response from Ace was profane and unprofessional I won't name names but keeping that individual employed will only hurt Ace further Pay more if necessary, but avoid Ace Midwest

Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ ***, Ace Midwest strives for excellent customer service and we are very sorry we did not meet your expectationsThank you for noting that our sales rep, pickup and storage all went smoothlyWhen you informed us you were able to receive your goods we worked to get the delivery dates set for as early as possible to meet your needsWhile making cross country moves, it is most cost effective for the customer to share space on a trailer with other customers that are going similar placesIn your case we did pick up another customer's goods before loading your items from our storage facility Unfortunately, that customer's shipment was a little larger than we had estimated and we were not able to load about 10% of your itemsAt no time were any of your items "missing", they simply stayed in our warehouse until the next shipment Ace Midwest understands this isn't an ideal situation for anyoneOur driver made every effort to ensure your initial delivery included most essential items and the items left in storage for an extra week were items that were not needed for everyday livingWhile we understand this was inconvenient, our office contacted you each day in regards to the status on the second shipment and there was no additional cost to you for additional delivery Ace Midwest values all customers and we do not give preference to one customer over anotherThe moving business involves many logistics and occasionally we need to adjust for unexpected situationsIn your case it wasn't a matter of accommodating one customer over another, it was simply the order the shipments were picked up and us working to find the most cost-effective solution for youAce Midwest does offer the option of exclusive use of a trailer for transport, however this would have significantly increased your cost due to your shipment size Ace Midwest Moving & Storage assists more than families with moving across the country each year and we work hard to make the moving process as easy as possible for our customers Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ace: At no time in your comments, was there a mention that the other customer that "bumped" our belongings was a corporate clientOne of your employees made that statement to us, so I take that as factual as the real reason for our belongings not making it on the initial shipment to our new residence in AZYour estimates that are made, are pretty sophisticated with measuring weight/size, otherwise your "costs" would not be in the profit margins acceptableYou also did not comment on why I was notified less then hours prior to delivery that not all of our belongings would be on the shipmentHow about accepting responsibility for 1st, taking priority care for the corporate client, and 2nd, not notifying us much earlier of not delivering our entire shipmentPut yourself in our situation, not the "company line" responseEven notification to us ahead of time, would have allowed us to better prepare for some of the missing items...like kitchen pots/pansI stand by my initial submission to the Revdex.com, that what you did is NOT what one would consider good customer serviceOther prospective clients need to be aware of how you conduct business! Final Business Response / [redacted] (4000, 9, 2015/02/04) */ Mr [redacted] , Ace Midwest is very sorry for your inconvenience of not getting all of your belongings in one deliveryWe are taking full responsibility for the shipment that shared a trailer with you taking up more space than we originally estimatedAlthough we do try our best to average how a home's belongings will fit on a trailer, there are many other factors in addition to weight and sizeEvery load is different and until we are physically loading we don't know exactly how much room a shipment will takeWe believed that we could fit all of your belongings on the trailerWe value getting your items to you as soon as you were able to get into your new home and with our original estimates your shipment should have fit on the 1st trailer Unfortunately, the person who provided the rationale about the other shipper being a corporate client was misinformedIt was simply a matter of physical logistics with space left on the trailer not a matter of one shipper being more important to us than you areWe are sorry you feel personally slighted by thisHad your items been loaded first, the other shipper would have received partial shipment and their remainder items on a second shipment In regards to not informing you of the split shipment, Ace Midwest does take responsibility for that tooWe admit that with more notice you could have planned better for the delayed itemsWe have discussed this issue internally and are making changes to how a situation like this is handled, to make sure we have clear definition on how to handle this in the future Ace Midwest is truly sorry that these details overshadow your overall opinion of our company and would ask you to weigh these disappointments with the positive experiences you had with our salesman, the packing/loading of your items, the communication within the office in regards to your second delivery and our ability to provide storage for your goods Ace Midwest does value our customers and we value your experience using our companyPlease feel free to call us at [redacted] to discuss any of these issues further

My initial contact with Ace was positiveHe was friendly and knowledgeableHe said he'd be there during the entire processHowever, this was not true, as he wasn't available during the actual move when we had concerns and questions and he never returned my call a week after our final move in when there were several issues with the overall serviceAfter the sale he disappearedThe actual move went relatively well and everyone was very friendlyThe actual movers were good and niceHowever, over a week after our move I am still trying to review a credit due to their billing errors (they didn't honor the $off coupon I had until I asked different times and I was overcharged for another service); getting them to pay us for damage to an expensive lounge chair (the lead installer during the delivery did not follow up with this after he took photos of the piece, nor did the office person); getting our sofa hardware back as the installer put it in his toolbox and is now in California on a different jobI'm not sure when we'll get our hardware back or when they will return to install itWe are very frustratedOverall I feel as if I've had to follow up with them way too many timesEvery time I speak to one person they say they will help and then do notThen I speak with someone else and they say they will help and do notTheir follow through is nonexistentI asked to speak with the owner/manager and was told he is not thereI'm not sure what to do except write this review and hope everything gets resolved soon

We have used this company on two different occasions and would highly recommend themThe movers are very professional and take care in wrapping larger, fragile itemsThey efficiently packed all of our belongings into a space that did not have room to spareIn addition they were very speedy and made the moving experience much more pleasantThank you for all of your help!

I scheduled their Los Angeles branch, Phil's Transfer and Storage, here in Los angles to move some furniture from storage I had moved it there myself with a friend I called and confirmed the day prior When they did not show up, I called and was told the owner in Minnesota called and told the drivers/movers to pick up lumber instead!!! They knew we were scheduled AND no one called me!!! The movers were a 30-minutes away and were still in the que for it I had taken a vacation day off work to do 1-hrs of moving Their office here scrambled to get someone which ended up to be the old owner here and a former worker who no longer does such work The old guy was angry that he was pulled away from his pool, he kept barking about it Then he was dragging my furniture and I had to tell him to lift it, he did not cover it and the cords rubbed on the wood furniture which is visible in some places, he dropped one my mothers vintage LR club chairs damaging the frame and casters making it unusable He also broke the foot pedal of the stainless trash container that I have had for yrs, and gouged the vintage table leg and tried to patch it with putty I called the company who offered me $30, when I protested they offered $due to the table leg I still cannot get the chair fixed since repair shops do not work weekends and it is too big to fit into my car I tried to have it repaired with the shop the movers use for repairs, but he did not return my calls and I had to physically drive into the back alley and confront him to put the chair in my trunk which was very precarious - and was still broken It's been months and the damaged they caused persists This company does not care and blatantly disregarded its contract with the customer for scheduled professional service and abused the furniture

Initial Business Response /* (1000, 8, 2014/06/30) */
*** moving job was bid for $2995, our company stayed within the bid and completed all work for $2710...a savings of $
She is correct in saying that item which was a flat screen television wouldn't fit on the truckOur
driver said Mr *** volunteered to put it in his vehicle
The carpets were soiled at the origin home in the basement and stairs, our claims adjuster *** set up for Stanley Steamers to clean the carpet at the origin homeA few days prior to the carpet cleaners appointment *** called and said the new home owners were pulling up all carpet in the basement and stairs and replacing with new carpet, therefore the cleaning services were not needed*** feels that she is entitled to the money that would have been spent which is ridiculous
We provided excellent moving services at a price beneath our estimate and don't feel that a refund is reasonable or ethical
Initial Consumer Rebuttal /* (3000, 10, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no change in the company's lack of willingness to provide adequate customer service

Initial Business Response /* (1000, 5, 2015/01/29) */
***, Ace Midwest strives for excellent customer service and we are very sorry we did not meet your expectationsThank you for noting that our sales rep, pickup and storage all went smoothlyWhen you informed us you were able to
receive your goods we worked to get the delivery dates set for as early as possible to meet your needsWhile making cross country moves, it is most cost effective for the customer to share space on a trailer with other customers that are going similar placesIn your case we did pick up another customer's goods before loading your items from our storage facility
Unfortunately, that customer's shipment was a little larger than we had estimated and we were not able to load about 10% of your itemsAt no time were any of your items "missing", they simply stayed in our warehouse until the next shipment
Ace Midwest understands this isn't an ideal situation for anyoneOur driver made every effort to ensure your initial delivery included most essential items and the items left in storage for an extra week were items that were not needed for everyday livingWhile we understand this was inconvenient, our office contacted you each day in regards to the status on the second shipment and there was no additional cost to you for additional delivery
Ace Midwest values all customers and we do not give preference to one customer over anotherThe moving business involves many logistics and occasionally we need to adjust for unexpected situationsIn your case it wasn't a matter of accommodating one customer over another, it was simply the order the shipments were picked up and us working to find the most cost-effective solution for youAce Midwest does offer the option of exclusive use of a trailer for transport, however this would have significantly increased your cost due to your shipment size
Ace Midwest Moving & Storage assists more than families with moving across the country each year and we work hard to make the moving process as easy as possible for our customers
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ace: At no time in your comments, was there a mention that the other customer that "bumped" our belongings was a corporate clientOne of your employees made that statement to us, so I take that as factual as the real reason for our belongings not making it on the initial shipment to our new residence in AZYour estimates that are made, are pretty sophisticated with measuring weight/size, otherwise your "costs" would not be in the profit margins acceptableYou also did not comment on why I was notified less then hours prior to delivery that not all of our belongings would be on the shipmentHow about accepting responsibility for 1st, taking priority care for the corporate client, and 2nd, not notifying us much earlier of not delivering our entire shipmentPut yourself in our situation, not the "company line" responseEven notification to us ahead of time, would have allowed us to better prepare for some of the missing items...like kitchen pots/pansI stand by my initial submission to the Revdex.com, that what you did is NOT what one would consider good customer serviceOther prospective clients need to be aware of how you conduct business!
Final Business Response /* (4000, 9, 2015/02/04) */
Mr***,
Ace Midwest is very sorry for your inconvenience of not getting all of your belongings in one deliveryWe are taking full responsibility for the shipment that shared a trailer with you taking up more space than we originally estimatedAlthough we do try our best to average how a home's belongings will fit on a trailer, there are many other factors in addition to weight and sizeEvery load is different and until we are physically loading we don't know exactly how much room a shipment will takeWe believed that we could fit all of your belongings on the trailerWe value getting your items to you as soon as you were able to get into your new home and with our original estimates your shipment should have fit on the 1st trailer
Unfortunately, the person who provided the rationale about the other shipper being a corporate client was misinformedIt was simply a matter of physical logistics with space left on the trailer not a matter of one shipper being more important to us than you areWe are sorry you feel personally slighted by thisHad your items been loaded first, the other shipper would have received partial shipment and their remainder items on a second shipment
In regards to not informing you of the split shipment, Ace Midwest does take responsibility for that tooWe admit that with more notice you could have planned better for the delayed itemsWe have discussed this issue internally and are making changes to how a situation like this is handled, to make sure we have clear definition on how to handle this in the future
Ace Midwest is truly sorry that these details overshadow your overall opinion of our company and would ask you to weigh these disappointments with the positive experiences you had with our salesman, the packing/loading of your items, the communication within the office in regards to your second delivery and our ability to provide storage for your goods
Ace Midwest does value our customers and we value your experience using our companyPlease feel free to call us at *** to discuss any of these issues further

I had to evict a tenant from a three-bedroom home, and then enforce a writ of recovery (i.elocksmith opens the door, sheriff clears the place, and then movers move in to clear everything out)So, I started looking around the twin cities metro area for licensed and bonded moving and storage providers that could handle the complex process of an eviction move-outI found only a handful that advertised the service, and one of them I called said they no longer did evictionsWhen I called Ace Midwest Moving & Storage, I talked to the receptionist who referred me directly to DougDoug was extremely knowledgeable about eviction move-outs and the process, and was able to get me scheduled with a very short notice, only daysHe spent a long time on the phone explaining the process and providing me with options and adviceHe recommended an excellent locksmith to help us get into the house on the day we enforced the writ of recovery as well as to change the locksThe sheriff, the handyman, the locksmith, the housekeeper, and the moving crew of three all showed up on time, the locksmith quickly gained entry into the house, and the movers from Ace worked tirelessly for over hours to clean up, pack, and move to the garage the huge mess the tenants had left behindAfter the move to the garage was over, Doug continued to provide advice on what to do next, providing options like renting a truck for them, providing movers, and asking them to move their belongings elsewhere or rent a storage unit nearby and move it to storage, etcIn the end, with Doug's advice, I was able to evict the tenants, get them to get all of their stuff off the property, and get it completely turned, including disposing of 1,pounds of pure trash the tenants left behind, and then show the house which rented to the first people that saw it, all in seven daysMy thanks goes out to Doug for the fantastic customer service and wealth of experience he shared with me which made all of that possibleIf Ace can handle something as complex as an eviction move-out with that level of quality and service, I am sure they can handle just about any moving and storage needs and do it exceptionally well

The worst move ever movers left with out completing the jobThey came very unprepared for the move! Never ever again will I use this company! The manager *** was extremely rude I have never got such bad service before!

Beyond bad....if you have an option to use any other moving company, please do so. Our credit card was charged before delivery, inspection or acceptance; we were overcharged and had to fight for the refund; contract terms were broken and response from Ace was profane and unprofessional. I won't name names but keeping that individual employed will only hurt Ace further. Pay more if necessary, but avoid Ace Midwest.

Initial Business Response /* (1000, 5, 2015/01/29) */
[redacted], Ace Midwest strives for excellent customer service and we are very sorry we did not meet your expectations. Thank you for noting that our sales rep, pickup and storage all went smoothly. When you informed us you were able to receive...

your goods we worked to get the delivery dates set for as early as possible to meet your needs. While making cross country moves, it is most cost effective for the customer to share space on a trailer with other customers that are going similar places. In your case we did pick up another customer's goods before loading your items from our storage facility.
Unfortunately, that customer's shipment was a little larger than we had estimated and we were not able to load about 10% of your items. At no time were any of your items "missing", they simply stayed in our warehouse until the next shipment.
Ace Midwest understands this isn't an ideal situation for anyone. Our driver made every effort to ensure your initial delivery included most essential items and the items left in storage for an extra week were items that were not needed for everyday living. While we understand this was inconvenient, our office contacted you each day in regards to the status on the second shipment and there was no additional cost to you for additional delivery.
Ace Midwest values all customers and we do not give preference to one customer over another. The moving business involves many logistics and occasionally we need to adjust for unexpected situations. In your case it wasn't a matter of accommodating one customer over another, it was simply the order the shipments were picked up and us working to find the most cost-effective solution for you. Ace Midwest does offer the option of exclusive use of a trailer for transport, however this would have significantly increased your cost due to your shipment size.
Ace Midwest Moving & Storage assists more than 700 families with moving across the country each year and we work hard to make the moving process as easy as possible for our customers.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ace: At no time in your comments, was there a mention that the other customer that "bumped" our belongings was a corporate client. One of your employees made that statement to us, so I take that as factual as the real reason for our belongings not making it on the initial shipment to our new residence in AZ. Your estimates that are made, are pretty sophisticated with measuring weight/size, otherwise your "costs" would not be in the profit margins acceptable. You also did not comment on why I was notified less then 24 hours prior to delivery that not all of our belongings would be on the shipment. How about accepting responsibility for 1st, taking priority care for the corporate client, and 2nd, not notifying us much earlier of not delivering our entire shipment. Put yourself in our situation, not the "company line" response. Even notification to us ahead of time, would have allowed us to better prepare for some of the missing items...like kitchen pots/pans. I stand by my initial submission to the Revdex.com, that what you did is NOT what one would consider good customer service. Other prospective clients need to be aware of how you conduct business!
Final Business Response /* (4000, 9, 2015/02/04) */
Mr. [redacted],
Ace Midwest is very sorry for your inconvenience of not getting all of your belongings in one delivery. We are taking full responsibility for the shipment that shared a trailer with you taking up more space than we originally estimated. Although we do try our best to average how a home's belongings will fit on a trailer, there are many other factors in addition to weight and size. Every load is different and until we are physically loading we don't know exactly how much room a shipment will take. We believed that we could fit all of your belongings on the trailer. We value getting your items to you as soon as you were able to get into your new home and with our original estimates your shipment should have fit on the 1st trailer.
Unfortunately, the person who provided the rationale about the other shipper being a corporate client was misinformed. It was simply a matter of physical logistics with space left on the trailer not a matter of one shipper being more important to us than you are. We are sorry you feel personally slighted by this. Had your items been loaded first, the other shipper would have received partial shipment and their remainder items on a second shipment.
In regards to not informing you of the split shipment, Ace Midwest does take responsibility for that too. We admit that with more notice you could have planned better for the delayed items. We have discussed this issue internally and are making changes to how a situation like this is handled, to make sure we have clear definition on how to handle this in the future.
Ace Midwest is truly sorry that these details overshadow your overall opinion of our company and would ask you to weigh these disappointments with the positive experiences you had with our salesman, the packing/loading of your items, the communication within the office in regards to your second delivery and our ability to provide storage for your goods.
Ace Midwest does value our customers and we value your experience using our company. Please feel free to call us at [redacted] to discuss any of these issues further.

I highly recommend Ace Midwest Moving and Storage. I have had several occasions to work with them, and they have always been professional and on time. They did our residential move which included a baby grand piano and moved a couch from St. Paul to Denver. All went well. The company's owner has also provided us with trucks and workers with our area fundraising for St. Paul Children's Hospital and Clinics. His help has been invaluable. He has also volunteered with community leadership and kids' sports. This is a reputable company to hire.

Positive review, they were professional, on time and under the quoted proce

I'm submitting this to alert others to the shabby business practices of Ace Midwest Moving and Storage. For the past two years my wife and I have been planning/dreaming of a move to Arizona. As such we accepted bids from 4 moving companies last December. As Ace beat the competition by $500, we made a commitment with them via e-mail and in early June had the bulk of our possessions moved into their storage facility as we temporarily moved to an apartment to prepare our home for sale. Yesterday they raised their price to a level that would have made them our 3rd choice in the original bidding process. When I objected to this classic bait and switch I was told they would no longer do the move, despite the prior commitment by both parties. As the move is scheduled to take place in 13 days, the stress that this caused is significant. Their head of sales attempted to offer some reasons, not based on actual facts, for the increase and then became a first-class jerk when I pointed out the fallacy of his so-called information (for example the distance between Mesa and Sun City, 100 miles as opposed to 17). In closing, I believe it was bid low intentionally as a bait and switch and I would avoid this company at all costs. If this comment helps even one family from making the mistake we did, it is time well spent.

Thank you for forwarding this message to us. Our claims representative is in the process of handling this claim with the customer. In direct response to this complaint, there was a scheduling miscommunication between claims and operations which caused the assessment appointment mishap. Since this...

complaint came in we have contacted the customer and have gone out to residence to see the table. At this time we are waiting on the assessment from the repair tech and will remain in contact with the customer. Thank you.

Ace Midwest helped us move from Plymouth to Mankato, MN. The overall experience with Ace was great! They were timely, friendly/professional, and took great care of our belongings. We had a delay on our move-in date, and Ace stored our belongings until our house was ready. I will definitely use Ace for our next move, and recommend them to anyone searching for a moving company.

My initial contact with Ace was positive. He was friendly and knowledgeable. He said he'd be there during the entire process. However, this was not true, as he wasn't available during the actual move when we had concerns and questions and he never returned my call a week after our final move in when there were several issues with the overall service. After the sale he disappeared.
The actual move went relatively well and everyone was very friendly. The actual movers were good and nice.
However, over a week after our move I am still trying to review a credit due to their billing errors (they didn't honor the $50 off coupon I had until I asked 4 different times and I was overcharged for another service); getting them to pay us for damage to an expensive lounge chair (the lead installer during the delivery did not follow up with this after he took photos of the piece, nor did the office person); getting our sofa hardware back as the installer put it in his toolbox and is now in California on a different job. I'm not sure when we'll get our hardware back or when they will return to install it. We are very frustrated.
Overall I feel as if I've had to follow up with them way too many times. Every time I speak to one person they say they will help and then do not. Then I speak with someone else and they say they will help and do not. Their follow through is nonexistent. I asked to speak with the owner/manager and was told he is not there.
I'm not sure what to do except write this review and hope everything gets resolved soon.

Ace Midwest helped us move from Cottage Grove to Woodbury, MN. This was the first time we used a moving company. The overall experience with Ace was great! They were timely, friendly/professional, and efficient. Nothing was scratched or broken in the move. We would highly recommend them to anyone searching for a moving company.