Ace Moving & Storage

Revdex.com,The customer does not add any new complaint and we have already answeredthe issue on the coupon.At Ace Moving and Storage we always strive to resolve all customerscomplaints but on a flat rate we can NOT accept any additional discountswhich is stated on the coupon.Thank You,Ace Moving and Storage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My sister in law was at the pickup point and would probably have paid twice as much to get her [redacted] mother's apartment emptied She was not mentally in a position to compare the original quote, count items, or question charges.I still think the figure was inflated and the only good news is that I don't plan on moving me or anyone in this life time but if I did, it would not be with this companyI would consider this an unresolved and closed issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

B.B.B.The customer submits an additional inquire about the hours needed for the move.The original estimate weeks before the move was for hours, the actual movewas hours and that was the amount the customer was charged forThere aretwo reason for the increase, first off, their was the increase of inventory which takes longer to load and unload and there was packing necessary that took time.Lastly, when we originally booked this move we didn't even have an address in **.Once we received the address days before the move, the travel time increased tohours,not the original hoursThe customer was only charged for the time she used and the services provided.If the inventory would not have increased and if all items had been packed andready to go we would have been much closer to the original estimate, that is justan estimate based on the info given from the customerWe are always striving for customer satisfaction but at this time there is no reductionthat is due based on the time sheet from the move.Thank You,Ace Moving and Storage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The claim by the business that " $was offered for this portion of the claim and was accepted by the complainant" is incorrectThe business attached document ( [redacted] ), is ONLY for the household goods ("items") and not the property (house wood floors) damagedPer [redacted] , damage to the residence must be handled separately and directly with the moving companyAgain...all attempts to resolve, discuss, or assess the damage to the hard wood floors has been categorically rejected by the business In communications with the Revdex.com, the business has contradicted itself multiple times and has been obfuscating the issueIn previous communications with the Revdex.com, the business claims they were not notified of the damage in a timely manner, however, the latest documents (attached by the business no less) provides an assessment by [redacted] stating "There is no actual damage to the pianoThe movers brought the piano in through the garage, through a small hallway, through the kitchen., into the living roomThere is approximately foot by half inch gouge the entire way across the hardwood floorThe floor would have to be refinishedWould require a third-party flooring company to inspectEstimated third-party flooring inspection fee may be $100-$200." Additionally, an email from [redacted] on August to Stan B***, (attached by the business no less) notified them of the damage Per email from [redacted] , [redacted] , dated Oct, in reference to settling the claim of house hold goods damaged and consideration towards the damage to the hard wood floors, "Regarding the property damage, as this is not handled as a HHG claim there is not a capThere is a cap on HHG claims at a maximum of $per pound of the shipmentThis will not affect any property damage claim." Request, again, the business provide access to a claim process (a simple process that every moving company should provide) such that they send an assessor and/or contractor to inspect the hardwood floor and repair the same Regards, [redacted] ***

To Whom it May Concern In response to the Complaint made by **and [redacted] there is no proof that our crew made the damage to their hardwood floorTo date we have not received any pictures of the damage or even the quotes that [redacted] received to repair the floorI have spoken to a floor covering vendor to inquire the extent of damage that would Warrant a $repairI was told that damage of that sort would be extensive and extremely noticeable since that is the cost to install a hardwood floor in a 20’ by 30’ area I have also attached the Form which is the DOD notification of loss and damageEach military customer is given that form at the end of the move so that they have the opportunity to notate any damage [redacted] filled out the form and listed that a platter, wine glass, football bank desk, and bedframe were damaged however there is no mention of floor damageI don’t think it is reasonable that a person will notice that a wine glass is damaged but will neglect to make mention of hardwood floor damage that will cost $to repair It is our position that this claim is fraudulent and this customer is either trying to have Ace moving pay for damage that occurred after we delivered their house hold goods of they are just attempting to receive a payoutThey have failed to do so in the claims process that the SDDC has in place so now they just want to blemish the reputation of our company

DATE: COMPLAINTANT: [redacted] ***ID NUMBER: [redacted] To Whom It May Concern: I am in receiptof the complaint for the customer, [redacted] *** [redacted] first complaintwas that the price of the move increased but that the inventory only increasedby ten boxesAccording to the inventory sheets that were created on the movedate [redacted] shipped a total of itemsThe inventory that was given to AceMoving prior to the move, to which the price was quoted, is for only items.The amount of items almost tripled and this is the reason for the increase inprice Secondly, thecustomer states that there were damages during the moveThe customer wasreferred to our [redacted] and a valuation claim was opened.Any and all damages have to be processed through our valuation adjusteraccordingly Lastly, as faras delivery time, at Ace Moving and Storage we always do our best to deliverlong distance as close to the “first date of delivery” as possibleBarringunforeseen delays such as weather and mechanical difficulties, we are normallywithin a week of that date [redacted] was picked up on and her firstdate of delivery was We delivered days after the first date of deliveryand although we regret the delays this is well within the accepted longdistance time delivery frame Finally, [redacted] was charged based on the items that she sentShe was delivered withinthe allotted delivery time frame and she was referred to our valuation claimsadjuster to address her damagesFor all of these reasons, there is no meritfor any refund Respectfully, ______________________Ace Moving and Storage

B.B.B.We are in receipt of the complaint titled Order # ***, which isour job numberAt the time of booking, an inventory for this movewas obtained and a price per hour was established @ $plus a 7% fuelsurchargeWe were told that all items would be boxesUpon ariving, ourforeman saw that there were extra items and that some materials were neededto packup the additional itemsThe customer agreed and signed all of thecontracts andthe job startedThe crew used $in materials and only charged for thetimeusedThe trip down to [redacted] was hours and the customer was chargedfor the return travelThe 5% that the customer is questioning was for thereturn travel timeThe line below the travel time was the service charge.As far as tip is concerned, the standard in the industry is 15% but thecustomeris not obligated for any tip and the crew appreciated what was given.There was absolutely no bait and switch or any unsavory activityThecustomerwas charged at the agreed rate and only for the hours usedAdditionally,the $665.00was for the travel time back from [redacted] , therefore, the customer is notdue any reduction for the move.Thank You,Ace Moving and Storage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [I am still confusedPlease explain why the original estimate does not say anything about a return trip and if the company estimates hours for the trip to [redacted] , I am charged for them taking hours? Why is the customer punished for the company's misrepresentation of their time for travel There was information that was not provided at the time of the order for the work to be doneI didn't tell them the trip would take hours, they told meAlso, how could they know it would take hours in advance? They charged me before the trip was even started There was unsavory behavior on the part of this company I signed all papers, because they were holding my furniture hostage and I had no other choice, what I was going to do, have them put the items back? ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

B.B.B.ID # [redacted] We received your correspondence concerning our customer, [redacted] ***[redacted] expresses her frustration with the claims department, but wecan NOT address any of those questions without interrupting the processthat is taking placeOnce any customer of Ace Moving and Storage contactsthe claims department, all authority for the claim is taken over by our [redacted] Upon the completion of the procedure, if [redacted] wouldlike to address any additional conversation, we would be more than happyto entertain any questionsAny other response by our customer servicedepartment would only hinder and delay the claims process.Thank you in advance,Ace Moving and Storage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolvedi have left messages for the adjuster and no response In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

DATE: COMPLAINTANT: [redacted] To Whom It May Concern: I am in receipt of the complaint for the customer, [redacted] The customer states that the move was improperly charged based on the ***e used for the moveThis is categorically incorrectThe customer initialed the contract for the START ***E and for the FINISH ***EThe foreman only charged for the ***e used We have attached the invoice for the move that shows there was no charge for packing material and no $charge whatsoever, so there is no way for me to answer what $ charge that the customer is referring to Additionally, there is valuation insurance that is a part of every move and if the customer had damages we would be more than happy to open up an insurance claim Lastly, as far as the tip is concerned, the amount of 15-20% is just the standard suggestion in this industry and the crews are always thankful for any gratuity This move was properly priced out according to the documentationThe customer signed the contract, initialed the start and finish ***es and there is absolutely no $ packing charge to contest therefore, we will NOT be issuing any refund We always appreciate Constructive Criticism at Ace Moving and Storage and we hope we have answered the questions completely today Sincerely, Ace Moving and Storage