Ace Transfer & Storage

Initial Business Response / [redacted] (1000, 8, 2014/11/18) */ Mr [redacted] filed a claim with Ace Moving & Storage after his move and stated that there were damagesWhen I spoke with him, before the inspection was ever scheduled, he stated that he wanted the dresser replacedI explained that we do not automatically replace, our first option is always to repairReplacement of the damaged piece only occurs when the damaged item is rendered unrepairableThe inspection report states that this item CAN be repairedMr [redacted] refused the repairs while our inspection/repairman was on-siteWhen Mr [redacted] filled out the claim form, he claimed $for the bedroom suite as a wholeThe information he sent when he demanded a replacement was for a dresser that cost $At no point was Mr [redacted] ever told that either the bedroom suite, nor the dresser would be replaced, as the item can be repairedWhen he refused my offer of $for the repair of the dresser and the other items listed on his claim form, I contacted his booking agentHis coordinator, Mr [redacted] , stated on the phone, and in email, that they would support our firm and final offer, as the dresser can be repairedMr [redacted] has continually refused our offer, and will not accept a repair Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have stated above, a repair of the damaged item will not be satisfactoryThe cosmetic piece cannot be glued and painted to match [redacted] , with Ace Moving and Storage, agreed that this would not be an acceptable repair [redacted] stated that I needed to find a replacement dresser because they would not pay for an entire bedroom setI told [redacted] that I may not be able to find an exact replacement but I would find a suitable replacementWe have found a new bedroom set and the cost of the dresser alone is $ This has been a fight since July to get someone out to look at the damage and replace the itemsAce keeps giving me the run around when I contact them I have paid good money for the items in my homeI do not appreciate Ace damaging my items and offering a cheap fixI witnessed many of our items being handled roughly during the move (please see attached) Final Business Response / [redacted] (4000, 14, 2014/12/04) */ We have offered the full amount claimed and the customer has agreed to settle this complaint for the amount of $as previously requested

I am very disappointed with an issue from my recent move. This Oklahoma City office moved my home contents from storage just a few miles down the street to my new home. ALL of my daughter's clothes were apparently stolen. My child is devastated and the company is stating because I didn't purchase additional valuation they cannot give me the appropriate amount of money to replace these clothes. My question has been why would I need additional insurance to make sure ALL of my family's belongings make it to their final destination. I paid a very high price for the services. I will never use this company again and want to encourage anyone moving in the Oklahoma City area to stay away from this company. I don't understand how it is OK for this company to allow this to happen and not make it right.

Initial Business Response /* (1000, 8, 2014/11/18) */
Mr. [redacted] filed a claim with Ace Moving & Storage after his move and stated that there were damages. When I spoke with him, before the inspection was ever scheduled, he stated that he wanted the dresser replaced. I explained that we do...

not automatically replace, our first option is always to repair. Replacement of the damaged piece only occurs when the damaged item is rendered unrepairable. The inspection report states that this item CAN be repaired. Mr. [redacted] refused the repairs while our inspection/repairman was on-site. When Mr. [redacted] filled out the claim form, he claimed $2000.00 for the bedroom suite as a whole. The information he sent when he demanded a replacement was for a dresser that cost $1541.95. At no point was Mr. [redacted] ever told that either the bedroom suite, nor the dresser would be replaced, as the item can be repaired. When he refused my offer of $805.00 for the repair of the dresser and the other items listed on his claim form, I contacted his booking agent. His coordinator, Mr. [redacted], stated on the phone, and in email, that they would support our firm and final offer, as the dresser can be repaired. Mr. [redacted] has continually refused our offer, and will not accept a repair.
Initial Consumer Rebuttal /* (3000, 10, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated above, a repair of the damaged item will not be satisfactory. The cosmetic piece cannot be glued and painted to match. [redacted], with Ace Moving and Storage, agreed that this would not be an acceptable repair. [redacted] stated that I needed to find a replacement dresser because they would not pay for an entire bedroom set. I told [redacted] that I may not be able to find an exact replacement but I would find a suitable replacement. We have found a new bedroom set and the cost of the dresser alone is $1541.95.
This has been a fight since July to get someone out to look at the damage and replace the items. Ace keeps giving me the run around when I contact them.
I have paid good money for the items in my home. I do not appreciate Ace damaging my items and offering a cheap fix. I witnessed many of our items being handled roughly during the move.
(please see attached)
Final Business Response /* (4000, 14, 2014/12/04) */
We have offered the full amount claimed and the customer has agreed to settle this complaint for the amount of $1820.00 as previously requested.