ACE RELOCATION SYSTEMS INC

"We appreciate the ability to respond to his comments. We would like to reference each of his points. Ace was indeed recommended to him by a real estate agent in the Orlando area. It is relevant to add that the agent continues to recommend Ace Relocation Systems now four months after his move. We did arrive late. Despite his assessment, however, traffic in Orlando is sometimes heavy around our office location. Nonetheless, he did ask for us to be there at 7 am. We weren’t. He has every right to be unhappy about this. Regarding the pace of our crew and the time it took to complete the move: He evidently believes the move should have taken 5 hours when he agreed to a total of 15 hours for two days of work. The move actually took less time and his charges were less than he expected. The crew worked together very efficiently despite his assertion that the work load wasn’t proportioned by age. Re the breaks and the crew being on the phone: It is hot in Florida in the summer; our crew did take breaks, but certainly not an excessive amount. The driver was on the phone to call his relocation consultant, the branch General Manager and the office to report the shipper’s unhappiness and try to come up with a way to please him. The GM did go out to the job site and spoke to him. The conversation was polite and cordial; he was not “rude”. Regarding the inventory: inventories are done for the clients’ protection. At his request, we loaded a trailer and were keeping his items for almost two weeks on the trailer. This had to be done so all items are accounted for. The inventorying is part of the process and time estimated. This was clearly included in his estimated hours. Re “claiming things were damaged when they weren’t”: it is our standard practice to review all items to be shipped before we move them. This is rarely if ever a problem with our clients. It’s not as if we scratch the items and then note them as such before we pack and move them. RE the “broken frame”: we believe he is referring to a broken inexpensive full-length mirror. We did not try to hide it; his roommate/partner took the broken mirror outside and left it in a pile of debris, a member of our crew took it to the curb; at that point he claimed it as being damaged by us. Regarding the travel time: our relocation consultant verbally explained the trip charge to him; it was discussed before signing. The travel time is one hour per day; it was a two day move. One day to load and one day to deliver. He was told that the travel time covers the time the crew is at the warehouse, loading material and inspecting lights, the time to residence, the time back and the time needed to park and unload any unused materials. (The email conversation with him prior to the move showing that it was discussed and that he understood is below.) The move took less time than estimated and he requested the delay on delivery (van holding fee to hold it on a trailer). His wording made it sound like we took a week to deliver. The discounted charge of $250 to hold it in the trailer – which we went out of our way to do for him – was a substantial savings in lieu of storage charges. After all was said and done, he, we believe, got excellent relocation services at $420 less than the originally estimated amount. ($1,870 charged vs $2,290 estimated.)"