Ace World Wide Moving and Storage

Review: We requested a quote from ACE world wide moving and storage to relocate us from [redacted] to [redacted]. The sales representative gave us a quote of $3,941.31. After the delivery he charged us $5,822. He threatened us that he will not do the delivery until we paid the new amount in full. We ended up challenging him on that and only paid after the delivery. The original quote is over 40% off than what he charged us. We realize that estimates may be slightly off. But being off by 40% is intentionally undercutting everyone else. This is unacceptable behavior.

There are several damages to the furniture in the process of delivery. We are working with the company to see what they will do about that. This complaint does not include thosDesired Settlement: We would request a few things

1. An apology

2. A refund of the difference between the original quote and the final amount paid.

Business

Response:

Good day. In response to your Revdex.com complaint, I have reviewed your case with our team.

As an estimate is not exact there is flucuation on pricing if you move more or less items. More product costs more to relocate. It is not a practice at Ace Worldwide to intentionally undercut other bids in order to get the work so I am sorry if you felt that way. I encourage you to continue to work with out local office concerning the damaged items. Our local manager has reached out to you to discuss on the phone your concern.

As a side note, I was made aware that we accomidated your need to delay the delivery of your product due to your home closing. The truck was already on the way to your residence, but we cancelled the delivery at no added cost to you.

Thank you

Business

Response:

Our manager should have reached out to you in the past week or will be doing so this week to discuss your concern in more detail.

Consumer

Response:

Review: I have encountered some significant problems in my interactions with [redacted], a [redacted] for Ace Worldwide and his moving [redacted]. Ace Worldwide is a verified Atlas Van Lines agent, so to the extent that these companies share reputation and business functioning, Atlas may have an interest in becoming aware of these issues as well. I hope that the following explanation of events will illuminate these problems so that they may be resolved quickly and fairly.

The summary of my major complaints:

1. [redacted] engaged in unprofessional behaviors by refusing to honor the relocation quote that he had initially given to me.

2. [redacted] never provided me with the NTE estimate he had offered, despite my requesting it on multiple occasions.

3. [redacted] did not return my calls or emails in a timely fashion, which was then used as grounds by which he could refuse to honor his estimate.

4. [redacted]’s telephone demeanor was defensive, unsympathetic, and at times, rude.

5. I requested a tariff, and never received one.

6. Because I was given no indication that the requested contract would be problematic to produce, I went beyond the 30-day estimate window from other companies. This has left me without any affordable options, given that the moving arrangements are now ‘last-minute.’ Had I known that Ace would have difficulty producing this contract right away, I could have made other affordable arrangements.

Detailed Explanation of the Problem:

I have been in contact with [redacted], a [redacted] for Ace Worldwide since he provided me with my first estimate on March 30th. He told me that the estimate was guaranteed for 30 days. After receiving the initial estimate, I asked for the following changes to be made:

1) Inclusion of any potential shuttle at destination charge

2) Subtract cost for full-service packing for my televisions

3) A binding, not-to-exceed (NTE) version of the estimate.

I received a new estimate on April 6th, which contained the requested revisions, with the exception of the binding NTE version. I also requested a not-to-exceed estimate and a copy of the Ace’s tariff, but I never received the tariff. [redacted] stated via email that the cost would increase by 8% of the transportation charges, or $271. The shuttle charges were over $850, which significantly impacted the cost of the move. I sent an email to [redacted] explaining that prior to committing to the estimate he provided, I would have to determine the likelihood of needing the shuttle at destination. I also confirmed that the estimated price was still guaranteed for this timeline.

As promised, I contacted [redacted] on April 20th, after returning from our new destination, stating that I would like to hire Ace for the move, with a NTE contract, which would include a $271 increase to the estimated cost. [redacted] never responded to my request. On Friday, April 24th, I called the office to inquire about the revised estimate. [redacted] apologized for the delay and sent me a new estimate. Rather than the discussed $271 increase, the new estimate reflected an $1,100 increase. I called him back immediately after receiving the email, and asked him to correct the estimate. I also emailed him a side-by-side screen shot showing where the prices had increased. [redacted] said he would look at it and “get right back to [me].” I did not hear from him on Friday, April 24th. I followed-up again on Monday to inquire about the revised estimate, and was told that he would “work on it this afternoon” and would get it to me when he returned to the office on Tuesday, April 28th. I did not receive an estimate on Tuesday, and so I contacted him again on Tuesday evening via email and telephone to further inquire about the estimate and to express my concern about the timing. When I called, I received a message stating that his “voicemail is full.” [redacted] replied via email saying “you are in our calendar to work on late morning tomorrow [Wednesday, April 29th]. Sorry for delay.” Once again, I received no estimate from [redacted] on Wednesday or Thursday and was not contacted with any explanation for the delay.

I received a call from his moving coordinator assistant, [redacted] on Friday, May 1st, who said “I am calling about scheduling your move.” I told her that I appreciated that, but that I had not received the revised estimate. [redacted] said that they could not honor the first estimate because it had now been past 30 days. When I reminded her that I requested the estimate with over a week left in that 30-day time window, she became defensive, and repeatedly stated ‘I’m sorry there’s nothing I can do. The computer determines the numbers.’ When I asked to speak to [redacted], she scoffed and said “[redacted] is the manager. There is no one else for you to speak to.” I sent an email to [redacted] relaying my discussion with [redacted] and asking him to confirm that he would not honor the initial quote that I had requested. I never received a response.Desired Settlement: 1. I would like [redacted] to acknowledge and apologize for the poor communication (i.e., timeliness, responsiveness), and for not informing me that there was a problem with enough time for me to make alternative reasonable arrangements.

2. I would like for Ace to compensate me for the difference in cost between what I was supposed to have paid Ace for the relocation with the NTE agreement, and what I will actually be paying for the same relocation arrangements from a different company.

3. I would like an apology from [redacted] for her inappropriate demeanor on the telephone.

4. I would like the detailed explanation of this incident, including this document, to be included in [redacted] and [redacted]’s personnel files, which should be reviewed by their supervisors.

Business

Response:

Good afternoon. Thank you for your email. Per review with my team, you were seeking a discount level at a pricing option (not to

exceed). The type of estimate you were requesting (not to exceed) was not available at the price you were looking for. My team advised you that we could provide the discount that he was looking for, but that discounting was only available for shipments being based off of actual shipment sizes and services performed.We understand your frustration with our followup, which has been addressed and will be mailing you a gift card as a good gesture.

[redacted]Ace Worldwide

Best moving experience ever! From the very moment the crew of 4 arrived at my home they did everything possible to put me at ease and assure me that they would take care of everything - and they did! Every member of the crew treated my furniture and personal items with the utmost respect. Every single item of furniture was carefully wrapped in blankets so that not even one inch of the furniture was exposed. Every picture frame was wrapped up and packed in a crate to ensure that the glass wouldn't break.
We had awful weather on our moving day - rain and wind! - and we live in an apartment, one flight up steps up, about 400 yards from where the moving truck was parked. In good weather it would have been a hard move, but with the pouring rain and wind, it couldn't have been a worse day for a move! The crew never complained and worked efficiently and quickly.
Once all of my items were packed up and carefully on the truck, the crew made two stops for me - one at a mini storage where they unloaded boxes of my items into a locker I had rented, and the next at our new home. The guys had been working for 7 hours by this point and must have been exhausted but they never once let on if they were! They were consistently friendly, kind, and respectful throughout the entire day! They asked in which rooms I wanted each box placed, and put together my daughter's bunk beds wonderfully! One of the guys even commented that he wanted to double check each bolt because he wanted to be sure it was safe for my children!
I'd heard so many awful stories from my friends about their moving experiences and was so nervous about moving - I am SO HAPPY with ACE and their service! It was a stress free day for me knowing how well my personal items and furniture was handled. I can't thank ACE and the crew they sent to my move enough! Would definitely recommend!

Review: We hired Ace World Wide Moving & Storage for moving our furniture form Middleton WI to [redacted]. After initial estimation and then after collecting the stuff, they provided actual estimate of $2682.93 with a delivery date on or before September 8, 2014.

On Sep 4, 2014, they notified u that the shipment will be delayed by 1 week and they would let u file a delay claim. When I talked with the person from claims, they said that the weight of our shipment was not enough for us to be eligible for compensation. This was never mentioned to us before.

On Sep 12, [redacted] emails me a bill with charges of $3020.13. They said they required additional shuttle but failed to provide an explanation as to why an additional shuttle service was required. I talked to the driver who was transporting my goods and he did not mention about any shuttle service required.

Ace World Wide Moving & Storage now refuses to deliver us our furniture.Desired Settlement: I need compensation for the delay.

I will not pay any additional amount for shuttle.

Business

Response:

Good day. Per review we were advised by you that at destination there would be space large enough for us to deliver for product without a need for a shuttle. Once we were made aware that your complex required a shuttle, we provided notice to you of the added cost in advance. Also in reference to the delay claim, the weight of your shipment was under the elgible weight to file a delay claim.

Review: We moved from Appleton, WI to [redacted] using Ace as moving company. We purchase replacement cost insurance. We moved July 29 & 30. Our goods were delivered August 16th. On August 16th, as to the damaged items we had noticed on delivery, we reported this to company and was told by representative delivering goods we should expect a call the following week and a claim form. Didn' receive claim for until we called and asked multiple times. We submitted form at beginning of Sept. Ace claims they received mid-Sept. No one responded at Ace to my inquiries as to status. Finally on September 26th someone responded by email and said the claim "would be reviewed by early next week". No one contacted us until beginning week of October. On October 10th, Ace send out [redacted] of [redacted] to inspect claimed items. He fixed the entertainment center and the couch. But the remaining items he took pictures of and said he would report to Ace (these included a printer, princess castle, train table, picture, basketball hoop). On October 29th after hearing nothing back, I contacted Ace. And they stated they would contact [redacted] to get the report. On November 5th I inquired again as status had not been reported back. I then received a letter stating they would pay for the table, picture and basketball hoop. The princess castle had missing towers so they were giving loss of value, the train table they gave an inadequate amount to cover replacement and the printer they claimed was a mechanical loss and not covered because there was no dent in the side of the material. I responded on November 10th and asked for them to reconsider. First, I gave them an amazon printout of Princess castle and train table costs to repurchase. Under the replacement value policy, they have to repair, replace or give the cost to repair or replace. I cannot locate the pieces to complete the missing towers for the castle. As to the printer- they conducted no investigation. It is my work printer and I have been without one for 4 months now. The printer worked the day the house was packed. The printer did not work the day it was unpacked. The plug that plugs into back of computer does not connect right and so the printer shuts off. I explained this to the inspector they sent out. He looked at it for 5 seconds to take a picture of it and the serial number. This is not an investigation of the claim and they are acting in bad faith in settling the claim. I have sent an email again and received no response.

There lack of communication and investigation of this claim is unacceptable. I want them to pay for the items they damaged in accordance with their promises made in the insurance contract. 4 plus months is an unacceptable amount of time for settling a claim worth less than $1000Desired Settlement: Settle the claims appropriately and timely for the damage done to our goods. Pay for the actual costs of replacing the remaining items.

Business

Response:

Good day. Per review it is our understanding that [redacted] has made a settlement offer to you in relation to your claim and is currently waiting to hear back.

Review: We hired Ace to move us. We purchased boxes from them to have our mattresses protected and the mattresses arrived in only plastic. Also, items were damaged and they are not honoring our insurance claims.Desired Settlement: Refund of $4,895.98 for damages.

Business

Response:

Good day, our General Manager will reach out to you directly concerning your complaint. He will be in touch soon. Thanks Ace Worldwide

Review: My wife and I recently moved to [redacted] from [redacted]. After looking at various companies for pod-type moving and storage services, we came across [redacted] pod-type moving service. The reason we selected the company was in part because a trained surveyor came to our house to give us an estimate of the amount of space we would need in order to move. The surveyor ([redacted]) came to our house and inventoried our furniture including the garage plus an estimate of some additional furniture that was being stored off-site. We needed to move in less than 2 weeks since we needed to be out of our house quickly to avoid delaying the closing so the moving company came 2 days before closing. On the Friday afternoon before our Monday moving date, [redacted] from [redacted] called to confirm our pick-up time and go over any questions we had. This was the first time that we were told that any furniture measuring over a certain length would not fit. This was concerning to us since our couch was at or near the maximum length. When the movers came to our house (1 hour after the scheduled time range), they thought that all of our furniture would not fit in the estimated vaults but that they would try. Before the movers came, my wife and I had gotten rid of several pieces of furniture that we decided (post-estimate) that we didn't desire to move. When it appeared that all of our possessions would not fit, my wife called [redacted] to ask what we could do. She was told that we "need to figure out what to get rid of then". This may have seemed like a logical step but we had already given away several pieces of furniture and the vaults were already packed so we could not go through our possessions to determine what was essential. When we inquired about obtaining another vault, we were told that [redacted] was closed and we could not get another vault that day. In addition, this would cost us another $900. My wife and I were able to get rid of our couch and the movers suggested using a couch box (at a cost of $500) to move our remaining furniture and boxes. Unfortunately, the movers did not have a couch box with them so they strapped our belongings I the back of their trailer to take back to the warehouse to pack. My wife and I believe that an accurate estimate would've alleviated this situation. When my wife called to inquire about refunding the charges for the sofa box she was referred to the [redacted]) she was told that the situation needed to be resolved at the local level. However, the local person ([redacted]) indicated that only the national manager could approve a refund.Desired Settlement: My wife and I would like to be refunded the cost of the sofa box (about $500 plus tax) since our estimate was grossly inaccurate. Furthermore, the customer service of this company is atrocious and either cannot or will not resolve any disputes. Perhaps if the customer service and communication during this stressful time had been improved, I would not be filing my very first Revdex.com complaint.

Business

Response:

Good day. We appreciate the detailed recount of your experience with our company. Our local [redacted] will give you a call directly to review your case.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.