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| - We contacted several moving companies prior to our cross country move, and initially Ace seemed like the best of the bunch. To preface this, we have previously moved three times cross country and had excellent experiences each time so this wasn't a new thing we were going through.
We had a great initial experience with our sales consultant. He wasn't necessary the lowest price, but he seemed to have the best customer service so we went with him. It was only downhill after that. We had several conversations with him after the initial estimate because there were some changes that we wanted to make to our pack. We took responsibility for some of the changes that had to be made and apologized for making him change the estimates one time, but every single time we had a conversation with him, we never got the correct documents via email. He was short in his conversations and always tried to get off the phone and very obviously wasn't listening. It took one last email saying we were going with another company if we didn't get the correct paperwork by 5 pm, and of course everything was straightened out that day.
That experience should have led us elsewhere because it only got worse from there. Our coordinator was always either out of the office or completely unresponsive to calls. She would respond to email, but again like the sales consultant, she wasn't listening or didn't completely answer the questions asked.
The only positive of the move were the local contracted packers who came to pack. They were able to pack a two bedroom/two bath place in a very short time, did everything well and were extremely professional. Again, they were contracted by Ace, not Ace employees.
The experience continued to go downhill when our coordinator could not provide a correct delivery date. No tracking number was ever given and one day she said it would be there in two days, the next it was going to be five days. Well, sure enough our stuff had just crossed state lines into Nevada on the last day of our delivery range. When we talked to corporate about what it meant if goods were delivered outside of the range, the initial response (without any questioning from our end) was a very defensive snotty, "Well...you're going to have to pay the full amount regardless." We didn't say we weren't paying the amount and never even brought it up before she did.
Our stuff was finally delivered, and the driver said that the warehouse told him that we admitted there was a cracked leg on our sectional when it was packed. Interesting. We never admitted that, it wasn't listed on the forms filled out as the packers pack up, but when it was delivered there was a large crack in the leg. Hmmm...so right now, we're still working on delayed delivery claims and the claim for the cracked leg of the sectional.
Long story short, we should have gone with our gut when things got bad during the initial estimate conversations and moved on. We would not recommend Ace Relocation to anybody.
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