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A BBB Accredited Business since
BBB has determined that Ace Relocation Systems, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Ace Relocation Systems, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
U.S. Department of Transportation (DOT)-Federal
1200 New Jersey Avenue, S.E., Washington DC 20590
Phone Number: 202-366-9805
The license number is 1052359.
Type of Entity
Business ManagementMr. Larry Lammers, President Mr. David Wood, General Manager
Relocation Service Movers Movers
The company maintains its Headquarters in San Diego, California.
Industry TipsMoving tips - General
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Additional Phone Numbers
- (800) 543-3981(Phone)
- (858) 677-5500(Phone)
- (858) 677-5587(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I used Ace Relocation as my moving carrier when I expatriated to China last June (from ********, MD). My stuff was delivered to two locations in China as initially arranged: Chongzuo (CZ) and Shanghai (SH). My house hold stuff was packaged on May 23 and loaded to Ace's truck on May 24 2012. On the delivery day in CZ (late Oct 2012), I found two extension boards of my dining table were wrongly shipped to CZ- The tag number that was put on by the shipping crew did not match the inventory list which was filled out by the shipper. The delivery crew acknowledged the wrong shipment, immediately took the two boards back to Shanghai and they told me the two boards would be delivered to my SH home. But one week later, they told me that the Ace Relocation and ***** *** ***** asked their local affiliate in SH to hold the wrongly shipped extension boards unless I pay extra 600 CNY (~100 USD). The dining table itself was correctly delivered to SH without the above mentioned two extension boards. I don’t think it’s right and have been communicated to **. ****, the handler of my move from Ace Relocation, from Nov 2012 to Jan 2013 through numerous emails but did not receive any response. After I asked my company contacted him in Feb, he replied, in Mar 2013, that his company had no wrong doing and would not response to any further communication from me. Now the two extension wooden boards are still held at the warehouse of Ace's affiliation in SH. I think it's totally wrong and would like to see Ace's correct actions. In addition, **. **** (Ace) originally told me that my stuff would be delivered in 70-90 days. After 150 days of waiting, the two shipments were delivered late Oct (CZ delivery and beginning of Nov (SH delivery). A lot of items were damaged due to poor packaging job. Additional Notes- the purchase price paid was approximate, because my company paid the full price to Ace Relocation / ***** *** ***** Summary of My complaints: (1). Ace Relocation/***** has not deliver my house items completely to their intended destination yet and asked me to pay extra in order to get the wrongly shipped stuff caused by Ace’s error. The relocation/moving/shipping contract was incomplete since some of my household goods were not delivered. The two extension wooden boards are still held at the warehouse of Ace's affiliation after 12 months of the initial moving date. I think it's totally wrong and would like to see Ace's correction actions. (2). ** **** told me, before the move, that I should expect my stuff in 70-90 days. The actual delivery occurred 150 days later. Ace/***** did not issue any apology to the customer about the inconvenience caused by the late shipment. (3). a lot of my stuff was damaged by this move, likely due to poor packaging jobs done by Ace's crew. Although some were covered by the insurance, Ace owes me a sincere apology for its poor services.
Desired Settlement: 1. get the unfinished job done - deliver the non-delivered (two wooden extension boards) to my SH home, without any damages and additional costs. 2. an official apology regarding the poor job did and unsatisfied services Ace Relocation delivered. 3. $100 extra (in addition to the requested Outcome One listed above) from Ace Relocation to me to compensate the inconvenience caused by the undelivered items to my home after being packed by Ace relocation in May 2012 (12 months ago).
Business Response: While we dispute several of **. ****'s assertions we do not deny that there were complications with his household goods removal to China. **. **** was advised that transist times and other shipping logictics are subject to delay and complications in China. We do regret that our service did not meet **. ****'s expectation. It is important to note that this was a corporate sponsered move. It is our understanding that all arrangements were made with the freight forwarder, ***** *** *****, to complete **. ****'s move. We will contact ***** right away and confirm the status of this issue and provide additional information within the next few days. If there are open issues I see no problem with meeting all of **. ****'s concerns as stated in his complaint.
Ace Relocation Systems, Inc.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
1. two pieces of extension boards belongs to my dinning table are still not delivered to my Shanghai home after 13 months from the original moving day -May 2012.
2. No response to my monetary compensation request to the inconvenience cause mainly by #1 item.
3. it was explained to me that the move may take 70-90 days by **. **** himself during his home visit back in May 2012. However, the delivery were occurred 150 days later.
4. there was no solution, in responding to my original complaints, was proposed from the reply by **. **** of Ace Relocation dated June 29.
**. **** stated in his above mentioned response that he would update new information within a few days. I would like to wait and will respond to his new update.
Better Business Bureau:
Here are my couple of questions /issues I would like to get clarified before the case is closed.
Dear **. ****,
Thanks for making efforts to get the case closed, I (also on behalf of my wife) would like to state that your response is satisfactory to both of us. However, we do have a question for you, along with one issue we found with the latest delivery:
*** ******* *** ********** *****
any mail transfer to my station in China may take 2 months. If I try to deposit the money to my BofA account in the US, it may take another month or so to cash it. - therefore, if a check were sent to my above address, I would like to see the check has 180 days valid period. Or maybe you have better solution for it
BBB's Final Determination: Consumer accepted resolution offered by the business.