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  • Recently I called Ace to enquire about moving costs for a cross-country move. The customer service agent was very friendly, but when she had asked me all the pertinent questions regarding my move, her computer spat out "request denied." I asked why, but as the computer wasn't programmed to tell her, she said she had no idea why my move was rejected, and I hung up, smarting a bit. I posted a review of that exchange here, being stressed about the move, feeling jilted by uninformed software, and wearing full-on crankypants. Rarely do I hear from business owners, but Craig Morreale, Ace's manager, emailed me an apology and said CSA's are never supposed to just say "Sorry" and hang up. Further, he extended an offer to help move me if he could. As my move was rather complicated, within a week's time, and needing to arrive in another city on a holiday weekend, I went with an independent trucker from Uship, whom I had been negotiating with when Craig's email popped up in my inbox. But had I had a more straightforward and flexible move, their rates would have beaten my Uship bid. Further, it was so dear when he self-corrected...he saw he was spelling my name wrong, with an "L" (as in Eileen) instead of an "R", something people do all the time. Thanks, Claig. :-) I am sincerely impressed with their customer service standards and will definitely keep them in mind the next time I move.
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