Ace World Wide Moving & Storage

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I specifically asked my sales contact several times if he could be certain to provide a professional pack / load team and driver.  He assured me that all of their national drivers are excellent.  I had his word.  I specifically asked that they not take my business if they could not assure an adequate driver and crew.  I also explained that we had a number of flights / shuttles / etc. scheduled for the day after our move -- we absolutely needed the move to finish on the day scheduled.
I sent a photo and description of all items to be sent.  I was advised to let the "experts" pack the fragile / valuable items and electronics (regrettably, I listened).  I explained that the origin destination would require a shuttle truck (our home is located up a winding road that the big truck would not be able to navigate).  I advised that I had one very large / heavy / awkward item -- a ceramic cooker -- that I was very concerned about and wanted to make sure they had a plan for.  I explained that I had a riding lawn mower that I was uncertain as to whether I was going to bring.  I was told I could decide that up until the day of the move.
I was told that the shuttle truck had been arranged and that they had a plan for the cooker.  However, one day before my move, the driver calls and he has no idea that he needs a shuttle!  At this point I am concerned whether they have told him anything else about my move or the heavy item.  
The day of the move, the office calls me to tell me there are new, extra charges for the heavy item (it didn't get any heavier than when I was originally quoted -- why the new, extra charges now?)
The driver shows up late (around 10am or so) with his team -- two individuals, one of whom literally lives in a retirement community.  Nothing against an older gentleman -- he was a very nice guy and tried his best -- but clearly he was not cut out to be one of two individuals moving our furniture.  He should have been a role player on a larger team, perhaps.
- They did not properly protect our hardwood floors -- they are terribly scuffed and scraped.
- Extremely valuable items were not wrapped on location -- items were brought to the packing materials instead of bringing the packing materials to the items.  i.e. a vintage metal / glass attorneys bookcase was placed metal on metal on a dolly and moved throughout my house -- scratching the metal (they also later broke the glass).
- Many of our items were brought out in the rain to our gravel driveway and set there to be wrapped.
- Boxes (and an entire dolly) were dropped down a flight of stairs.
- The driver admitted he had an inadequate crew ("this is what you get when this is the crew they send me").
- The crew admitted the driver had inadequate packing materials ("I like to pack things so they don't break, but we would run out of paper if I did that.")
- The truck is leaking -- so we are asked "which items would you like for us to pack under the water?"
- While all of this is going on, I called me corporate contact 4-5 times on both his office and cell line.  One time I was told he was on the phone and asked if I would like to wait.  I chose to wait.  He put me into voicemail anyway.  He never returned any of my calls -- even days after.
- When it became clear they wouldn't finish on time, I asked the driver as I really needed to reschedule our travel plans if they could not finish on time.  I explained it would be way worse to find out later than now that they won't finish on time.  I was told point blank, "we will not leave until the truck is loaded" and "we will absolutely finish today".  Very brazen and rude in his response -- how dare I imply they may not finish on time?
- Yet eventually he rudely shouts up a flight of stairs to me "that's it, we're done" and they leave.
- Tells me they will be back at 6am the next morning.  I knew there was nearly no chance they would be there at 6am, yet I had to wake up at 5:30am just in case.  They showed up around 10am! 
- They loaded items clearly marked as staying -- we literally put painters tape on the floor completely surrounding items to go.  Yet they loaded items that were to stay.  I literally paid them to move items to Wisconsin that I am going to have to turn around and drive back to North Carolina next time I go.
- We had thousands of dollars of furniture destroyed:
- They broke the glass and scratched the metal on a vintage attorney's bookcase
- They broke both arms off a vintage leather sofa
- They broke a leg off an antique Chinese offering table
- They did major damage to our hardwood floors
- They broke numerous glasses and dishes including family heirloom pieces.
- They had heirloom glasses -- wrapped in one sheet of paper -- strewn in a box with a cement birdhouse!
- They dented a speaker, badly scratched other electronics
- Nearly every piece of furniture has some damage / scratches
- We haven't even unpacked / inspected everything yet -- I can only imagine.
- A light fixture was placed on the truck -- completely unwrapped!  Obviously it's shattered.
- At the destination, I point out that a door at my property no longer closes.  "Oh, looks like we cracked the floorboard.  Here (stomps on the cracked piece breaking the wood off fully).  There.  See.  Now it closes."
- Driver asks my wife and I to mark off numbers on an inventory as he calls them.  He calls many numbers 2-3 times (they have stickers for our move, plus old stickers on the boxes).  He blames us for not marking properly when clearly he was screwing this up.
- Corporate contact shows up at destination.  Driver is clearly agitated by this and begins throwing boxes to edge of truck for crew to bring in the house.  Literally.  Throwing boxes.
- Driver hands me paperwork to sign at the end.  He gives me the envelope he keeps my paperwork in to use as a clipboard.  It has directions to my house on the envelope and "A**HOLE" written as my name.
- Charges went considerably over quote.  They tell me that because I didn't take the mower, they would just put those extra charges toward some other heavy item.  (again, no item was a surprise -- they had a photo and description of everything).
- Thousands of dollars in damages, hundreds of dollars in wasted travel plans, my wife and I both got physically ill being treated rudely while watching our home and property being destroyed.
- Company offered a $150 gift card as compensation.  That's more insulting than not offering anything.
I would never have accepted this move for free, much less paid nearly $7500 for it.  Do yourself a favor and look elsewhere.

We have used them twice before and they were wonderful so of course we would prefer to use them again for this move.  We hired them and they called me the day before we were moving and confirmed everything.  On Saturday, it was 15 minutes past time for them to arrive and I called and they showed up however forgot to put a crew on.  Not sure how this came about but they finally arrived and the move was completed.  They were careful with the items and we were happy in the end but were told that we would get a refund for the issue that had occurred that morning.  I still haven't received this refund but I'm sure they will get it to me. 

Had gotten their name from a previously satisfied customer. Did get other quotes and theirs came in the most favorable. We scheduled a packing day and a moving day. Troy and his crew (the two Danny's!) did a superb job. They arrived exactly on time, and backed their huge van onto my very small street. They spent one full day packing everything in the house - they worked steadily with no wasted time that I could detect. They asked questions as needed, were personable, polite and very concientious. They left in the early evening and returned early the next morning to pack the truck and be on their way. I was unsure of the date of the closing on my new home in WI and was hopeful that they would be able to avoid the cost of putting my goods in storage...
and they did. They made several other stops on their way,  and were able to keep my things on the truck until after my closing one week later. Then comes the unpacking to be done by me - and the fear of how much will I find broken. Magically....NOTHING was
broken. I can't speak for other Ace teams, but have to say that I would highly recommend Troy and his boys and would hire them again in a heartbeat.

They were prompt with the estimate and kept in informed of what they were doing. They arrived exactly when they said they would and packed everything for me. I'm almost done unpacking now and I've not found any damage at all. The driver, Troy, and his team were superb. They were delayed, in transit, by another customer, and told me that they would arrive one day later, but they ended up getting here on the scheduled day, slightly after the estimated time. I have no complaints whatsoever, they were great!

They gave me free boxes that I could help pack up the gentleman who moved. The young man was very nice and compassionate. I was very happy with them.

See above

THEY DID A GREAT JOB.

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