Ace World Wide Moving and Storage

The workers involved were pleasant and worked hard but for a move from a 4 bedroom house, having only the driver and 2 helpers wasn't enough. It took about 10 hours for the guys to finish since the driver was busy marking the furniture so only. 2 men were available to load. The movers brought most of our goods to storage in Colorado but again, for the move into our temporary housing had insufficient help and dropped a piano while moving it. The company has reimbursed for the damage but it took several weeks of their losing information and confusion to obtain the check. We still have the bulk of our goods in storage in Colorado so won't know how the local company performs, or the state of our goods for another. 2 or 3 months.

I used their web site to request a quote spending a great deal of time providing a detailed list of possessions to be moved, and those needing packed.  The request was completely ignored.  After a week (SLA stated on website for response to a request for estimate was 2 business days) I called to follow up on the request.  The office manager wouldn't even take the time  when requested to look up the online request to obtain the details I had already provided.  As a result they had to come out and perform an estimate in person with my wife as I had already started working in the Chicago area and hear these same requirements second hand and not accurately.  Because of ignoring the details provided a great deal of important specifics were completely missed in the estimate and carried through in services rendered.  This could have been prevented had he simply read what I had detailed up front.  That being said they provided an estimate to pack, load, move possessions, unload them and re-assemble major items (dressers, beds, furniture).  

1: The estimate for the actual loading, moving and unloading was based on weight based on loaded truck. Even though the actual weight after the truck was loaded was nearly 800 lbs less than what the estimated weight was they refused to refund the charges based on actual weight and retained the full payment of the estimate amount.  According to the original estimate had they made the adjustment it would have resulted in a near $700 refund.  This is just plain unethical and a BBB complaint is going to be filed against them.

2: The workers were generally good.  They were friendly yet professional and did attempt to use care in handling our possessions UNTIL THEY GOT TIRED.  At that point I observed them a) dragging items across cement and floor b) ramming items into the walls and door jams breaking several items and then hiding them among the unloaded goods in the basement.  When I suggested that they take a break to catch their breath so they could continue to use care with out possessions their response was "we want to get out of town before traffic gets bad".  Obviously not an appropriate response or behavior.  They had worked hard and needed to take a break and regain their strength period, instead they got sloppy and damaged 10-20 items.  Since individually they were not of great value pursuing reimbursement was fruitless because the cost of procuring replacements combined with the time arguing with them wasn't worth the effort.  So I lost about $100-200 worth of storage containers and miscellaneous items.  Given it would have taken more time to try and replace them than they were worth to me I just wrote it off as another instance of poor customer service.  Plus given they refused to adjust the cost based on the actual scale weight I have no reason to believe they would suddenly behave ethically and cough up the money for the damaged items, especially given they were $5-30 items.  So between the first two items I'm out approaching $1000 dollars.

3. They did not unpack/re-assemble the items as it was stated they would do in the signed paperwork.  This is to detailed to get into, they simply were in such a hurry to leave that we wound up having to specifically request every item reassembled to be reassembled or unpacked or it wasn't done.  This left me and my wife with much more work to do in unpacking and setting up, and we both suffer severe disabilities in our spine making unpacking a long painful process to begin with.

4. As they fatigued they stopped asking where to put things putting things upstairs (2nd floor) that belonged in the basedment and many items in the basement that belonged upstairs.  Between items 3 and 4 this has added a full month to our getting fully unpacked and settled into our new home in addition to medical costs from having to carry items heavier than we should be carrying with our disabilities.

5. Their list of items they would not move was so long it required 2 cars filled completely full of items and 3 trips to move all them all.  

I nor any of my family will ever use their services again.  Hopefully the Better Business Bureau complaint will produce results.  I have had very good results from them in the past.