Ace Moving & Storage

6 Reviews: Add Review

1. Be Careful! We had a nightmare!

   I wish we knew and had done our homework. It cost us more money, damaged propety and frustration. USE Caution and do your research! Check out BBB and read my comments. Earlier this year, while living in Iowa, I accepted a job in another state. My wife and I called a couple companies, including Allied, to obtain quotes from moving our belongings from Iowa to Arizona. To make this short and to the point – we obtained a written quote from your company (with Brent Osborne) to make the move from Iowa to Arizona. (Unknown to us at the time, we believed Brent to be officially with Allied Moving Company, not working as contractor.) After reviewing the other quotes we had, we made our decision to use Allied. Our decision was based on one reason only – we had used Allied before in the past.   We began packing our items. We quickly realized we did not need all the items we had in our new home and sold several items including a lawn mower, chair, snow blower, boxes of items and other articles. Knowing our new home included a refrigerator, we even sold our main refrigerator and a second refrigerator that was in our basement. Our items dwindled down from when Brent first came out to evaluate all our home and possessions. (so, our price should have been less by weight)   The day the packers showed up to load the truck, there were incidents of items being broken and damaged while loading the truck.  (We have a list) A few items were damaged so badly by the movers; they had to be left behind.   While en route from Iowa to Arizona, Ace Moving called to notify my wife, that they had made a mistake. They had “underestimated” the amount of items and “made a mistake”. Their mistake was to cost us more money!  My wife was told we now owed more money, totaling several thousands of dollars more.   Thinking, this was nothing more than an error, I made a phone call myself, confident that this “mistake” would be taken care of properly. I called and visited directly with Brent. I explained to Brent not only the incident with the increase of payment, but the damage and the complaint about how our property was handled while loading the truck. Brent apologized for the packing issues and was very clear that he would look into the price increase, apologizing for the inconvenience. While on the phone, Brent told me his clerk just brought him our folder and he would review it and he would call me back by the end of the day.  Confident that Brent was taking care of the issue, I went on with my day – never to receive a call or talk with Brent again. The following day, I did not receive a call from Brent, but rather I received a very informal and to the point email stating we now owed around $3,000 more.  I about fell out of my chair when I read this.  I immediately called Brent’s office number, and was told by his clerk, Brenda, that Brent was unavailable.   My wife and I agreed to pay more money so we could receive our property that was being held hostage. Had we not, you would not release our property to us. I attempted to call Brent three more times, each time Brent was “unavailable”.   Upon receiving of our property, the men who were unloading our property (not with Ace) were very wonderful - concerned about the packing and condition of our property. Immediately after opening the truck, the lead man summoned me over asking me to take a picture of the opened truck stating that “It is packed wrong!” It wasn’t difficult at all to see what he meant. I not only took pictures, but have video of the gentleman explaining what all was wrong with the way it was packed.  The photos themselves show the items poorly placed on top of each other. Something as a business, I would be embarrassed and ashamed of. During the day of unpacking, these movers were very helpful, pointing out the number of damaged property and showing us how items marked “Fragile” and/or “Breakable” were under heavy items, or at the bottom of the pile of items. During this day, we took several photos and videos of the packers unloading items that were damaged. I even have a video at the end of the day or the lead person who stated that: “Whoever loaded that truck didn’t know what they were doing. They did a very bad job….”   To continue further, it is important for you to be aware that: Had we know it was actually Ace Moving that was going to load and move us and not actual Allied employees; we would have done our research. Unfortunately, our knowledge and research came too late. But this is what we have so far uncovered.   The Better Business Bureau (BBB) shows, Ace Moving & Storage Inc., not only with an “F” rating, but the BBB also has an Alert for your business. As a business owner and employee, I would be embarrassed and ashamed to not only have an “F”, but an alert with the BBB on my company!! When you review the complaints against your company, it is ironic that the complaints are the exact same issues we have faced with your company – asking for more money once you have our items and damaged products.   Also notice on other customer review web sites such as Yelp, etc. Upon those reviews, there are other customer complaints against Ace Moving for the same issues as listed with the BBB. We do have documents, photos, videos and everything we need, but it cost us a lot of money. We have contacted the BBB and are fighting it with them. But they don't obviously care - they have an F and an alert on their company!

2. Terrible company, terrible service, terrible follow up.

   [PLEASE NOTE: this move has not yet terminated in delivery since it is in dispute. So this is not a review of the delivery service to my receiving home.]
   Absolutely horrible experience that is likely going to litigation. Wow, sure wish I read Rory's review on Yelp and Eric's here ahead of time. Very similar treatment to me, but way worse result. NO communication from anybody except salesman until my shocker email was received. Salesman, Brent Osborne gave me an official estimate on Allied Van Lines letterhead after we meticulously went through what was in my move: On all unusual items we went to manufacturer websites for PRECISE WEIGHTS. The Official Allied Van Lines quote was for $3,810.65. After my stuff was loaded on January 27th 2015, he disappeared even after I emailed and phoned. The driver too, didn't send inventory as he promised.  Then the shocker email from some Tina N who I never heard of in my life, "Hi Mark, I have the total for your move in the amount of $6072.71.  Are you paying me via Visa or MasterCard .." This was after my stuff was enroute and in Kansas City. I wrote, called several times to Brent, Tina after receiving this: NOTHING. Everybody disappeared. I on Feb 1st still have NOTHING in writing other than that Allied Van Lines estimate of $3810.65. NO INVOICE, NO INVENTORY, NOTHING. Had a team of lawyers review my situation and recommended litigation which I am now preparing for after doing some "preliminary work" suggested by my attorney.

   

3. Terrible company, terrible service, terrible follow up.

   Brent with Ace Moving gave me a guaranteed quote and they are trying to bill me almost 20% more than the quote! Brent with Ace Moving gave me a quote for a full move including packaging. He indicated it would likely be less especially because we got rid of a large amount of items after the quote. Reasons given for overages: 1) They had to wait because they came early. Scheduled start time was 1pm and they came at 10am, we did not even close on our house until noon and this was well communicated and agreed upon by Brent during phone calls in the weeks leading up to the move. This resulted in a "waiting fee." 2) They brought less guys than the quote, so it took a lot longer and thus led to a higher cost. They quoted 5 guys at $240 an hour, ended up with 3 guys at $160 an hour. Neither of these issues were my fault and therefore the quoted amount should stand. I told the lead mover I considered receiving and cashing of my check as acceptance that it was paid in full (mentioned in memo of check). He agreed and they have since cashed my check. He and his team was also more than happy to accept my tip. The night of the move I called Brent, my contact with Ace, and explained everything in detail, including I considered myself paid in full and would expect an explanation if that were not the case. He ignored my phone call and my voicemail and I just received a delinquent bill from his company. He is continuing to ingore my phone calls.    .

4. Best Delivery Experience.

   I was delivered a refrigerator/freezer and I was very pleasantly surprised by the pride Darius and Kevin took in their work.  They took their time and were very careful not to damage the product or my home.  When we found that the frige wouldn't fit through the doorway they problem solved and ultimately got the job done. A big thanks for taking the time to get the job done right!

5. Do Not Use Ace!

   We ordered a 14 ft shuffleboard table.  It was delivered by the retailer to Ace Moving and Storage.  Jan at Ace was rude and uncooperative.  After holding onto our table for a week, she finally contacted us to inform us that she was trying to get approval for 3 people to deliver the table as it weighs 517 lbs.  Aren't you a moving company??  Should this really be that difficult for a moving company??  So, after several calls to her and then her changing the delivery time, our table was finally delivered 16 days after we were promised it.  And guess what?  It was delivered by 2 people, yes 2 people.  To make it even more interesting is that one was male and the other female.  If you are insisting that 3 people are needed and you send 2 and one is a female, that is just ridiculous.  As for the 2 people that delivered the table, they were very nice and did a great job in getting the table into my garage.  I have no complaints with the people who actually did the work, my complaint is with Jan.  I would also encourage you to check out their BBB rating - it's way less than stellar.  She is lucky that there were 2 great people who delivered the table.  If you want to deal with someone who is rude and snippy with a company that has poor ratings with the BBB, then this is the moving company for you.  If you have a choice - I would highly recommend someone else. My recommendation to Jan is to attend some customer service classes.

6. Performance.

   Movers were not prepared for the work to be done.   They had inexperienced and unprofessional staff move my home.   They disrespecfully treated both my wife and mother in law and did not communicate with them at all.   They also damaged several items (Washer, scratched furniture and broken art work).   This was due to no experience handling the items.   I would not ever recommend this company in fact I WOULD NOT ADVISE GOING WITH THIS COMPANY EVEN IF IT COST YOU MORE MONEY!!      .