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Ace Relocations Systems Reviews (13)

To whom it may concern;Re: [redacted] Complaint I would like to address the concerns regarding this complaint filed with the Revdex.com by [redacted].  It is standard practice for our Customer Service team to collect all outstanding charges for a relocation prior to delivery....

 While we strive to keep communication open and shipments moving on time, in some cases unforeseen circumstances can cause delays in updating our Customer Service teams promptly, as is the case here.  The driver assigned to load the shipment from our location ran out of room while loading [redacted]'s shipment , making it necessary to transit the remaining via another van and have a destination agent perform the overflow delivery.  We have apologized for the second delivery being late and not up to the level of expectation provided by our Ace drivers and crews.The claims process was started on 8/24, I have attached follow up emails dating 8/27, 8/31 and 9/8 that clearly outline our willingness to answer questions, address the damage claims as well as the delay claim.  The claims process can take time depending on the nature of the claims and the scheduling of independent third party investigators to assess any damage and make recommendations.Ace Relocation Systems is committed to going above and beyond to work towards a swift and satisfactory end to the claim with [redacted].Regards,

[redacted]GM - Phoenix

The following is a letter of acceptance and settlement in this case.  [redacted] opted to go thru [redacted] Arbitration and also the [redacted] office in addition to the complaint he filed with the Revdex.com.  The letter below outlines the process and final settlement accepted by Mr. [redacted].Mr. [redacted] felt he was entitled to an amount far above the amount of restitution he was owed. As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785.  We offered that amount plus an additional $950 goodwill to settle this matter amicably.  An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Representative, [redacted], stating: “I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair.  $10,000 Non-Negotiable and this thing goes away."  (A copy of that email can be provided upon request.)  As we see customers like this from time to time, it is of our opinion that [redacted] was trying to gain a monetary windfall from us; purely at our expense.  As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.A final facet of this case is that Mr. [redacted] had filed for arbitration with [redacted] on March 23, 2015. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process, which typically takes 30-90 days, was completed very quickly. Mr. [redacted] settled for approximately $3,400. Still higher than what we assessed the repair and/or replacement figure, but we were happy to resolve the issue with this customer and move on.Thank you,[redacted]     General Manager, Phoenix BranchAce Relocation Systems

Dear Revdex.com of Arizona -To the point, Mr. [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed.  As per company policy and standard practice, we (Ace Relocation...

Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate.  The original estimate, including Mr. [redacted]'s mattress, came to $1,785.  We offered that amount plus an additional $1,000 goodwill for his inconvenience.  An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Manager, [redacted], stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair.  $10,000 Non-Negotiable and this thing goes away."  (A copy of that email can be provided upon request.)  It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense.  As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr. [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted].   [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines.  The process typically takes 30-90 days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the process. Please reply and let us know by what method you would prefer that communicationto take place.Thank you,[redacted]Marketing DirectorAce Relocation Systems

Dear Revdex.com of Arizona -To the point, Mr. [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed.  As per company policy and standard practice, we (Ace Relocation...

Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate.  The original estimate, including Mr. [redacted]'s mattress, came to $1,785.  We offered that amount plus an additional $1,000 goodwill for his inconvenience.  An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Manager, [redacted], stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair.  $10,000 Non-Negotiable and this thing goes away."  (A copy of that email can be provided upon request.)  It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense.  As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr. [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted].   [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines.  The process typically takes 30-90 days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the process. Please reply and let us know by what method you would prefer that communicationto take place.Thank you,[redacted]Marketing DirectorAce Relocation Systems

Regrettably there was a delay in moving forward with settling this claim.  Due to the ocean transportation portion of this move, we needed to perform our due diligence to identify where the damages took place and this is what caused the long delay.   We have made contact with our client, had the appropriate estimates for repair done to the vehicles and are in the process of sending out a settlement letter to reimburse.
We sincerely apologize for the length of time taken to settle this claim.
 
Tad A[redacted]
General Manager, Phoenix
Ace Relocation Systems, Inc.

It is our understanding this claim had been moving thru the process for settlement.  we will pull the file, review the documents and follow thru in the next few days to ensure the claim process is completed and agreed upon by both parties.  our sincerest apologies for not seeing the first...

notice on this.  Tad A[redacted]

There has been absolutely no contact made by the business with me to resolve this issue. I have tried several times via email to get resolution with no success. If they follow through and make good on this that will be great I do not have a high confidence that this will transpire.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am insulted that they I am trying to enrich myself after the DAMAGE THEY CREATED. I also sent them an email saying I would settle for $7,500 and try to repair or replace the items. I had full replacement value insurance. Not the normal $.60 per lb that movers offer. I paid for a mattress box for my $2,400.00 mattress. They did not furnish one nor reimburse me for it. Their own driver who's name is Rocky said that when he received the shipment the mattress was bent in half. Their independent claims person, who gets paid by them, so I am not sure how independent that really is. He said a lot of damage to my Armoire was due to wood shrinkage. REALLY?

Regards,

To whom it may concern;Re: [redacted] Complaint I would like to address the concerns regarding this complaint filed with the Revdex.com by [redacted].  It is standard practice for our Customer Service team to collect all outstanding charges for a relocation prior to delivery....

 While we strive to keep communication open and shipments moving on time, in some cases unforeseen circumstances can cause delays in updating our Customer Service teams promptly, as is the case here.  The driver assigned to load the shipment from our location ran out of room while loading [redacted]'s shipment , making it necessary to transit the remaining via another van and have a destination agent perform the overflow delivery.  We have apologized for the second delivery being late and not up to the level of expectation provided by our Ace drivers and crews.The claims process was started on 8/24, I have attached follow up emails dating 8/27, 8/31 and 9/8 that clearly outline our willingness to answer questions, address the damage claims as well as the delay claim.  The claims process can take time depending on the nature of the claims and the scheduling of independent third party investigators to assess any damage and make recommendations.Ace Relocation Systems is committed to going above and beyond to work towards a swift and satisfactory end to the claim with [redacted].Regards,

[redacted]GM - Phoenix

The following is a letter of acceptance and settlement in this case.  [redacted] opted to go thru [redacted] Arbitration and also the [redacted] office in addition to the complaint he filed with the Revdex.com.  The letter below outlines the process and final settlement accepted by Mr. [redacted].Mr. [redacted] felt he was entitled to an amount far above the amount of restitution he was owed. As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785.  We offered that amount plus an additional $950 goodwill to settle this matter amicably.  An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Representative, [redacted], stating: “I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair.  $10,000 Non-Negotiable and this thing goes away."  (A copy of that email can be provided upon request.)  As we see customers like this from time to time, it is of our opinion that [redacted] was trying to gain a monetary windfall from us; purely at our expense.  As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.A final facet of this case is that Mr. [redacted] had filed for arbitration with [redacted] on March 23, 2015. [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process, which typically takes 30-90 days, was completed very quickly. Mr. [redacted] settled for approximately $3,400. Still higher than what we assessed the repair and/or replacement figure, but we were happy to resolve the issue with this customer and move on.Thank you,[redacted]     General Manager, Phoenix BranchAce Relocation Systems

Review: Insurance claim for furniture damage that is not being fully handled. I had Full Value Replacement. There is about $10,000.00 in damages.

They made a settlement offer of $1,785.00. This won't even cover the replacement of my bed that was ruined. I have receipts, bed was $2,399.00 bought end of December 2012.

They are not honoring their insurance claims. Their driver at time of delivery marked the paperwork with some of the damage and they are refusing to pay.

[redacted] (Ace Relocation) #[redacted] Regards,

[redacted]Desired Settlement: If cannot be replaced pay the $10,000.00 I have already requested.

Business

Response:

Dear Revdex.com of Arizona -To the point, Mr. [redacted] feels he is entitled to the full amount of the valuation (moving insurance) policy that he purchased regardless of the amount of restitution he is owed. As per company policy and standard practice, we (Ace Relocation Systems, Inc.) hired an independent third-party repair company to survey the damage and provide an estimate. The original estimate, including Mr. [redacted]'s mattress, came to $1,785. We offered that amount plus an additional $1,000 goodwill for his inconvenience. An important aspect of this case, as alluded to prior, is that Mr. [redacted] sent an email to our Claims Manager, [redacted], stating: 'I know you have people to answer to and I am going to make a1time offer to get this off your books and out of your hair. $10,000 Non-Negotiable and this thing goes away." (A copy of that email can be provided upon request.) It is of our opinion, as we see customers like this from time to time, that [redacted] is trying to gain a monetary windfall from us; purely at our expense. As we are with each and every one of our customers who has a claim, we are happy to pay him the full amount that is due to him for repairs, or for replacement if repair is not an option.As a final facet of this case: Mr. [redacted] has just yesterday (March 23, 2015) requested arbitration with [redacted] carries our interstate authority and this move falls under their purview since it crossed state lines. The process typically takes 30-90 days and we cannot settle until the binding decision has been rendered.We will keep you - the Arizona Revdex.com - in the loop throughout the process. Please reply and let us know by what method you would prefer that communicationto take place.Thank you,[redacted]Marketing DirectorAce Relocation Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am insulted that they I am trying to enrich myself after the DAMAGE THEY CREATED. I also sent them an email saying I would settle for $7,500 and try to repair or replace the items. I had full replacement value insurance. Not the normal $.60 per lb that movers offer. I paid for a mattress box for my $2,400.00 mattress. They did not furnish one nor reimburse me for it. Their own driver who's name is Rocky said that when he received the shipment the mattress was bent in half. Their independent claims person, who gets paid by them, so I am not sure how independent that really is. He said a lot of damage to my Armoire was due to wood shrinkage. REALLY?

Regards,

Review: The problem I have with ACE is overall 'Customer Service' but the problems include delivery, repair and contract issues along with customer service. My wife and I employed ACE Relocation to pack, store and delivery our goods for our move from [redacted]. The loading seemed to go okay, I did notice a couple items that the movers dropped and damaged, but I figured it would be handled in claims. Nothing major. I contacted [redacted] on June 15th to request a delivery date of August 7th to our new house in [redacted]. She mentioned that enough lead time would be good for them to line-up a driver for the requested date. By contract, ACE has 10 days within the requested date to deliver the shipment. ACE did come on August 13th. I found out by the driver that not all the contents were there. Nobody told me ahead of time that the shipment was not going to be complete. Nobody told me how the items were picked to be on the 1st shipment. Nobody told me anything. ACE collected full payment prior to the shipment arriving and withheld the fact that it was whole.

I was directed to [redacted] regarding this. She said that because it's peak season, missing items often come in 2nd shipments. Again, when ACE adjusted the price to reflect a peak season move, no mention of 2nd shipments took place. They charged us more for a peak season move, and there was no reason to expect the same service. I mentioned that ACE had until the 17th to bring the remaining items or they did not fulfill the commitment of the 10 day requirement from the specified date of service. [redacted] informed me that the 2nd delivery would come on the 20th. This is past the 10 days. We filed a delay claim on August 24th for items we did not have that we had to purchase to tie us over. This was handled promptly. Items came damaged (normal in a move) and we waited until the 2nd shipment to file the damage/lost claim.

The 2nd shipment on the 20th. The level of service was severely inadequate compared with the first. The movers did not protect the carpets, they did not provide us with a checklist of items, they did not put together the furniture (partly because they lost the hardware to put it together), furniture pieces were not wrapped in blankets like they were when the left our old house in Phoenix, they did not place items were asked. I informed [redacted] about this as well. All I got was apologies, with no action. I was told to submit a damage claim.

We started going through our items that day and started making a list of items that were damaged. The few items of note were hardware taken off by the movers and lost along with the lawn mower. First the hardware, the locking cams and matching screw dowels for our entertainment center came from [redacted] is a [redacted] company with a headquarters in [redacted]. I called and ordered and the minimum charge is $20. I told [redacted] this at the time I submitted the damage claim. I waited until I got a price from them prior to submitted the damage claim. I also purchased hardware from [redacted] to hold shelves in place. I have receipts for those items and I repeatedly asked ACE if they wanted a copy and I got zero response.

Second, is the lawn mower issue. I came delivered leaking oil. It did not leak oil when it when on the moving truck. Since the lawn mower came in the 2nd shipment, it was already close to 2 weeks from the date requested to the 2nd shipment (Aug 13th to Aug 20th) for me to have the lawn mower to mow the lawns. Knowing that the lawn mower was damaged, I purchased a new lawn mower. I did put on a the damage claim form to have the old hauled away since normal trash pickup will not take it.

I submitted the damage claim on August 28th. I was informed by [redacted] that it normally takes between 5-7 business days to respond. I got an email from [redacted] on August 31st that [redacted] will be handling our Damage Claim. I asked [redacted] for an updated on Sept 2nd. He responded that he would be contacting me regarding the claim and he never once called to discuss. I am still waiting for a phone call.....

I emailed again on Sept 11th and [redacted] did return my email on Sept 14th. He stated that a Furniture repair company, [redacted], would be contacting me to look at my claim. I asked him how is a furniture repair shop supposed to look at a lawn mower and fix. I also don't understand how the furniture repair person will be handling missing childrens books, also in the claim. This doesn't seem logical. I asked about the hardware that I already purchased and made note of to [redacted]. Both, I have no response to.

Now, the furniture repair place is scheduled to come out on Sept 23rd, 3.5 weeks after the claim was submitted. I emailed [redacted], the GM of the Phoenix location, and he has not responded either. I still don't have answers to the questions I have asked. [redacted] and [redacted] don't respond.

I still don't know how they would have expected me to handle cutting the grass without a lawn mower for a month while they decide on the claim. I still don't understand why a furniture repair shop would be looking at a broken lawn mower. No one talks to me anymore or emails me anymore. My questions are legitimate if they would take the time to properly read them.

Bottom line, there is poor communication between themselves and myself. There is poor customer service on getting back to me with LEGITIMATE answers to my questions, not the run-around. This also includes not reading the claim thoroughly or talking to me to discuss. There is delivery issues since they did not bring the entire shipment with the 10 day requirement. There are repair issues since they are not provided the correct area of expertise to certain items. There is also a complete lack of professionalism since they charged us for the full shipment knowing the full shipment wasn't coming, and not telling us. [redacted] the move coordinator knew this prior.

I have emails, dates, contracts, and receipts for support.Desired Settlement: The hardware that I purchased along with the $100 claim for the lawn mower refunded. This is on top of any furniture that the repair person cannot fix. The amount total is $157. I am assuming that ACE will refund the amounts for the items that cannot be repaired.

Business

Response:

To whom it may concern;Re: [redacted] Complaint I would like to address the concerns regarding this complaint filed with the Revdex.com by [redacted]. It is standard practice for our Customer Service team to collect all outstanding charges for a relocation prior to delivery. While we strive to keep communication open and shipments moving on time, in some cases unforeseen circumstances can cause delays in updating our Customer Service teams promptly, as is the case here. The driver assigned to load the shipment from our location ran out of room while loading [redacted]'s shipment , making it necessary to transit the remaining via another van and have a destination agent perform the overflow delivery. We have apologized for the second delivery being late and not up to the level of expectation provided by our Ace drivers and crews.The claims process was started on 8/24, I have attached follow up emails dating 8/27, 8/31 and 9/8 that clearly outline our willingness to answer questions, address the damage claims as well as the delay claim. The claims process can take time depending on the nature of the claims and the scheduling of independent third party investigators to assess any damage and make recommendations.Ace Relocation Systems is committed to going above and beyond to work towards a swift and satisfactory end to the claim with [redacted].Regards,

[redacted]GM - Phoenix

Review: 2 weeks now that I am in [redacted] and [redacted] only delivered 3/4 of my things. [redacted] still doesnt have all her clothes, I have a lot of furniture still there as well as perishables that I may as well throw out since its been sitting in the heat. Ace Relocation Systems is of zero help, since they say it is Atlas who can't deliver. Meanwhile I paid them in full and I don't have all of my stuff. I am getting the run around, and I don't know what to do since I am not in Phoenix. They tried to get it to me on another truck, but apparently it didn't fit on that one, so they left it there again. I asked them to sub it out to another carrier and they refused. I am at my wits end. If anyone has any suggestions, please let me knowDesired Settlement: I want my items and compensation for the long delay since I already paid for the goods in full and they have my items

Business

Response:

We are persistently working to transport the rest of [redacted] goods to him as soon as possible, and have been updating him every step of the way.

Ultimately, the overflow was a result of our misjudgment of weight. This was an honest mistake by a 40 year veteran of the moving business. Because of this misjudgment of weight, there was not enough room on the truck on moving day to handle the entirety of [redacted] belongings. We are now relentlessly working to find a truck and driver to deliver the rest of the shipment, a more complex task in our busiest season.

We are very sorry for our mistake and for the delay in receiving your items, Michael. Again, please rest assured that we are diligently working to get these items to you as soon as possible. We appreciate your patience as we work to resolve this issue.

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Description: Movers, Moving Services - Labor & Materials, Moving Supplies, Piano & Organ Moving, Moving Brokers, Moving & Storage Company, Moving Sales, Moving Assistance - Packing, Unpacking, Organizing, Seniors Moving & Delivery Services

Address: 1740 S 40th Ave, Phoenix, Arizona, United States, 85009-6107

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