Ace Van & Storage, Inc.

They totally destroyed my new *** speakers tore up my wooden cabinets and several items were missing after I unpacked everything then sent me a letter stating my wooden cabinets were dry that's why they cracked sent me a check for and said that the contract only allow them to pay 60cents per pound I will be contacting them on Monday and returning their check and suing them in small claims court if this is not resolved

Complaint: ***I am rejecting this response because: The repair man was not present the day of the move, so he was not aware of the condition of our furniture prior to the move; that is his own opinion. He did not visually inspect our furniture prior to the day of our move. Also, the lamp we will not accept with repairs made to it. The reason being; it was approved for use by the *** *** *** *** for home use. Since they are not electrical contractors or an independent testing laboratory and have tampered with an electrical item that is used daily in our home, we are not comfortable accepting a repaired lighting fixture. It clearly states on all electrical UL approved Tags, "Risk of Fire, Shock, Injury or Death, Do Not Alter, tamper with or repair any damaged items - Dispose or replace item per manufacturers specifications". If they can prove that they sent the lamp back to the manufacturer and had it fixed by them, and then independently tested the lamp by a UL Approved testing Laboratory for home use, we will accept the lamp. If not, they will have to compensate full value to replace it. Also, to date, Tuesday, August 11, 2015, I have not heard from or received any message from either the company or repair man, as it was stated in his response you had forwarded to meAlso, I have sent a letter (attached) to Consumer Protection, as I am very dissatisfied with this whole experience/process, with this company. The attached letter, as you will see, outlines my issues with this companySincerely, *** ***

We did notify the repair man who contacted the customer directly. He reported back to me that he could fix everything, but he didn't believe that some of the damage was a result of anything we had done during the move. I told him to go ahead and get the parts and fix everything.
He said he would order the parts and the lamp is ready. As far as the delay goes, I'm sorry, but I thought that it was due to the parts order. I hadn't heard from the customer of the repair firm and thought they were in contact with each other. When I saw this complaint I called him to question the status and he said he thought the customer was going to call him. He apologized for the mix up and would call her to schedule the repair. I assure you there is no malice on either of our parts and we have every intention of repairing the damage.With regard to the desired settlement, the full value protection option clearly states that the option to repair or reimburse is ours. We will not be replacing these items, so a check will not be issued for this claim. I would like to address the additional request for $a little differently. The $was the difference between the customer's estimate, which states in bold capital letters, ESTIMATED CHARGES and the actual charges, not for travel back to ***. The customer was charged travel back from *** ***, at the rate of $per hour for at most three quarters of an hour. Even though I find it hard to believe that she understood she would pay travel from *** to *** ***, then to *** ***, then to *** ***, but then the travel back to *** would be free. I will agree to refund the travel back to *** in the amount of $77.25. I will send this check once the repair work has been completed, as the final settlement of the claim.
Thank you,
*** ***

I not sure what you are rejecting, but I had your lamp inspected and have a receipt for you. As for the repair man, he stated that you requested he come back on a Saturday and he would like to come out this Saturday the 19th and I will send someone to help handle the pieces. Please call me at the office to confirm the 19th will work for youThank you,
*** ***

As of today the repair man does have the parts and has left you a voicemail.  Please respond to him to set a time when he can come back out to both locations.  As far as how and where he does the repairs, I will work that out with him.  You stated you don't have a receipt, but what about the contact info for the electrician you contracted to put the lamps together originally? 
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 
I left a message for the repair man on Tuesday, Sept. 8th, but have not heard back from him.  As for the lamp, we keep receipts for a few years, and as I had stated, we no longer have it, si de there is no warranty. I have a set of three lamps, one being the one that was damaged and all three were purchased at [redacted]'s.  So they would be the contact.
Sincerely,
[redacted]

Review: I contacted Ace Van & Storage, Inc. for my moving needs. [redacted], the Sales Manager, came out to our home on May 27th, and provided a quote which was based on 2 rooms. During his visit we had stressed to him, as well as showed him the weight and rarity of this bedroom set, that we need men that are very strong and capable of this weight. He assured us, as well as wrote on his quote, that this set was very heavy. So we scheduled our move with [redacted] for June 26th. Moving day comes and this is when our issues arose. Two workers showed up, and one was unable and struggled to lift this heavy furniture. We ended up going over our quoted time and that one man who struggled the entire move caused damage to four items. I contacted [redacted] on our way to our new residence, since I knew this gentleman was struggling, while the other man was doing the bulk of the work himself, as well as being near our quoted time. I requested another man to help unload, however, [redacted] said it was not possible as they were short help that day. We arrive at the new residence and this one man was clearly not capable of carrying the furniture in its normal upright position. Due to [redacted] and [redacted] not communicating, we ended up with a gentleman who was incapable of handling this large furniture and therefore damage occurred. I contacted [redacted] as I was frustrated, and he advised me to email him the damaged items, as well as photos. I provided this information to [redacted] the same day as the move, June 26th. He emailed me back and stated a Repair Man would contact me to address the damage. Repair man came out July 7th and tried to fix and was unable to fix one of the dresser drawers. He advised us upon leaving he would try to get replacement parts from [redacted], and per [redacted], he was told to take the broken lamp. To this day, Friday, July 31, 2015, I have not heard from anyone, which is very poor business.Desired Settlement: We purchased a full value protection plan, since this is a numbered, limited edition bedroom set and is not available anymore. I am requesting $1,580 for damages to dresser, mirror, armoire and lamp. Also, $154.50 for the misquoted time, which was for the one hour for them to return to their shop from our home. We found this out when I had to pay the bill, which was very deceptive. We were only advised we would pay for the morning drive from their shop to our old address. Thank you!

Business

Response:

We did notify the repair man who contacted the customer directly. He reported back to me that he could fix everything, but he didn't believe that some of the damage was a result of anything we had done during the move. I told him to go ahead and get the parts and fix everything. He said he would order the parts and the lamp is ready. As far as the delay goes, I'm sorry, but I thought that it was due to the parts order. I hadn't heard from the customer of the repair firm and thought they were in contact with each other. When I saw this complaint I called him to question the status and he said he thought the customer was going to call him. He apologized for the mix up and would call her to schedule the repair. I assure you there is no malice on either of our parts and we have every intention of repairing the damage.With regard to the desired settlement, the full value protection option clearly states that the option to repair or reimburse is ours. We will not be replacing these items, so a check will not be issued for this claim. I would like to address the additional request for $154.50 a little differently. The $154.50 was the difference between the customer's estimate, which states in bold capital letters, ESTIMATED CHARGES and the actual charges, not for travel back to [redacted]. The customer was charged travel back from [redacted], at the rate of $103.00 per hour for at most three quarters of an hour. Even though I find it hard to believe that she understood she would pay travel from [redacted] to [redacted], then to [redacted], then to [redacted], but then the travel back to [redacted] would be free. I will agree to refund the travel back to [redacted] in the amount of $77.25. I will send this check once the repair work has been completed, as the final settlement of the claim. Thank you,[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because: The repair man was not present the day of the move, so he was not aware of the condition of our furniture prior to the move; that is his own opinion. He did not visually inspect our furniture prior to the day of our move. Also, the lamp we will not accept with repairs made to it. The reason being; it was approved for use by the [redacted] for home use. Since they are not electrical contractors or an independent testing laboratory and have tampered with an electrical item that is used daily in our home, we are not comfortable accepting a repaired lighting fixture. It clearly states on all electrical UL approved Tags, "Risk of Fire, Shock, Injury or Death, Do Not Alter, tamper with or repair any damaged items - Dispose or replace item per manufacturers specifications". If they can prove that they sent the lamp back to the manufacturer and had it fixed by them, and then independently tested the lamp by a UL Approved testing Laboratory for home use, we will accept the lamp. If not, they will have to compensate full value to replace it. Also, to date, Tuesday, August 11, 2015, I have not heard from or received any message from either the company or repair man, as it was stated in his response you had forwarded to me..Also, I have sent a letter (attached) to Consumer Protection, as I am very dissatisfied with this whole experience/process, with this company. The attached letter, as you will see, outlines my issues with this company.Sincerely, [redacted]

Business

Response:

As of today the repair man does have the parts and has left you a voicemail. Please respond to him to set a time when he can come back out to both locations. As far as how and where he does the repairs, I will work that out with him. You stated you don't have a receipt, but what about the contact info for the electrician you contracted to put the lamps together originally? Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I left a message for the repair man on Tuesday, Sept. 8th, but have not heard back from him. As for the lamp, we keep receipts for a few years, and as I had stated, we no longer have it, si de there is no warranty. I have a set of three lamps, one being the one that was damaged and all three were purchased at [redacted]'s. So they would be the contact.

Sincerely,