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Business Profile

Moving Services

Ace Relocation Systems Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Move of household goods from ************* ** to ********* ** costing $27,000. Load date was 9/1/22 delivery date was 9/16/22 in which extensive damage was done to my household goods. Delivery was requested on 9/14/22, was told on move day that delivery could not happen until 9/22/22. After calling was told a different crew could deliver on 9/16/22 and 9/17/22. I believe damage was done on delivery. Everything arrived on 9/16/22 in two trucks. I watched the movers roll and drag furniture across the driveway resulting in damage. Nine month old washer arrived with huge dent in front causeing knocking off balance noise resulting in it being unusable, unreparable and had to be replaced. Every other appliance was dented or scratched. Most furniture was damaged. In total $24,000 of damage was done. Now having to wait over a month for inspection. Settlement has been offered in tne amount of approxemently $6000, one quarter of the total damage is unacceptable.

    Customer Answer

    Date: 01/24/2023

    Would like this complaint published to help other consumers. $24,000.00 in damaged and I was offered $6,000.00.

    Business Response

    Date: 01/30/2023

    In review of the comments, I have reviewed the relocation documents along with the claim. Attached, is the Customer Declaration of Value (DOV) that outlines the carrier's responsibility under the terms of the valuation.

    Along with the **** the Estimate Order for Service (EOS) is attached with the date spread for ********. The shipment was held in storage in transit (SIT) and per the **** the shipment was scheduled to go into SIT prior to ********. Our records indicate that the shipment could possibly need to be in SIT for 14 days.

    Our file indicated that the customer advised the ******** van operator that ******** was to occur on September 19, 2022. The following week, the customer contacted our office asking for ******** on September 14, 2022; at the time of request; our office were already booked for the requested date. Our private client supervisor offered 9/21/22 for ******** and ************** was upset and wanted to escalate her concerns.

    After significant rearranging of the services being provided from the office that held the shipment for SIT; our office was able to offer ******** on 9/16 & 9/17/22.

    The shipment did deliver per the agreed upon dates, ************** requested she not be billed for storage through the ******** date, but the 14th that she expected ********. While this is not a standard practice given the necessary notice of ******** out of storage; the customer was not billed for the days from 9/14/22 to ********.

    Regarding the claim and resolution, a vendor was assigned to complete an inspection of the claimed damages and an offer was tendered based on carrier liability of confirmed transit damage.

    An offer was sent to the customer, a signed settlement letter and release was returned, and payment was made for the settlement agreed upon.

    The documents that have been referenced in the above have been attached for any additional review.

    Ace Relocation Systems, **** and Atlas *** Lines, **** consider this matter closed with the acceptance of the settlement offer agreed upon and the additional days of SIT not being billed for collection.

    Sincerely,
    *****************************, CCA
    Sr. Manager, **************** Assurance
    ************
    See Attachment/File: *****************

Ace Relocation Systems Inc is NOT a BBB Accredited Business.

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