Complaints

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.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Sat, Dec 7th, 2024 I used Ace Moving & Storage to move 1.6 miles away into my new home. In this process, a lamp was lost and my personal mattress was damaged. The mattress had 4 distinct craters in it after the move. After I made sure that my body was not the cause of these craters, I contacted one of the staff (although not one of the movers in my move) and on December 10th, ****** came and took a look at the mattress and agreed with me that there was no way my body could be the cause of this damage and recommended I file a claim with their "third party" company. On December 12th, I received the claim form and submitted the form with pictures as requested and a letter detailing what had transpired on December 15th. On December 19, I hadn't heard anything from the department of claims not even a confirmation email that they had received anything for me. That day, I emailed ****** asking how long it usually takes to hear back and four days later on Dec 23. He apologized for how long it took for them to get back to me and excused it due to the holidays saying he would try to get in touch with them. I heard nothing until I emailed ****** again on Dec 31 asking for a simple update or to be contacted by anyone in claims. Due to lack of response again, I then called **** who was the sales rep I worked with and he sent an email to ***** to get back to me on this claim on Jan 2nd. I heard nothing back until Jan 8th when I received this exact email: "We have looked at the photos sent. It is really hard to see any indentations on the mattress, Also as there is no actually damage to the mattress, We can not approve this claim" without even a signature or contact number. I will attach the email thread from here on out for simpler reading, but basically, Ace is refusing to offer me more than $100 for an entire mattress that their people damaged and they also in person told me there was no way their guys could have done this. But ***** and ****** were not there during my move.

  

  Business Response

  Date: 02/26/2025

  The claim was looked into and although we did see indentations in the mattress (which is an older mattress) there were no tears or scuff marks on the mattress.  the customer signed a contract which states .60 cents per pound for any claims. The mattress in weight worked out to be about $40-50 Dollars. We offered a $100 dollars for claim for the mattress and lamp. Customer agreed to this amount. We then sent a settlement form for al parties to sign and customer then came back and said they were not signing and wanted $500 for claim to mattress. Now they are asking for even more money.

  Customer Answer

  Date: 02/27/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hello ***! I rejected their response for many reasons. My qualm with this company is not just that they refused to pay me the value of my mattress, it also concerns their customer service level. Ever since the day I moved, their processes and communication has been dreadful and unprofessional. Their response time was nonexistent unless I sent an email threatening to take action against them. I honestly doubt that their "third party" claims department is even real based on the lack of professionalism and communication there as well. A cold email denying my claim weeks after submission and attempting to follow up with grammatical errors, no signature, and not even a contact number on it? It was honestly shameful to conduct business the way they have. ****** came out to my house the first time to look at the bed and agreed it was damaged and "unusual" and recommended I file a claim. Eventually, they agreed to come to the house again because my pictures weren't good enough apparently. Which I was happy to have them do. I was seriously so patient and understanding throughout this whole process despite all the ways they were lacking. What with it being the holidays and all, etc. When they came out to my house the second time, it was ****** and his boss *****. And it was an absolute waste of my time. ***** had the gaul to tell me there was no way his guys could have done this. When the mattress was fine the night before my move and then not the day of my move! Plus he wasn't even there for my move. It was 3 young men who moved me. Who's to say if they took a shortcut or didn't follow protocol? He wasn't there and couldn't know that. Either way, a mattress is a HUGE thing to lose in a move to a company that I put my trust in. On my claim form, I originally asked for $1000 to be able to replace the damaged mattress topper as well. So the fact that he's saying I'm asking for more money now is ridiculous. In the email where I said, "I'll accept $500 and sign the agreement", I was negotiating because they had decided $100 was generous of them. I decided I could not sign the agreement for $100 because that would be me agreeing I would not say anything bad about their business and I knew I could not promise that. $500 is the absolute minimum I feel I deserve, not just to help replace my mattress (which I still have not been able to afford to replace), but also for the weeks and at this point months that I've had to pull teeth for any amount of effort or care from this company. Last thing I'll say too is that *****, or "the big dog" at this company as he called himself, was adamant that there was nothing he could do about this. But then with more pushing and questioning did what he thought was generous and "got the claims department" up to $100. Do you know anything about their claims department and if it is truly run by a third party or not? If so, perhaps I should file a claim against that company as well. Thank you so much for your time and please let me know if you need anything else from me at all!  Regards, ****** ***** 

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ace moved me from ***** ****** Va to **** ***** VA. I filed claims for damage from them (60 pages worth of damages). It's been 90 days since I filed the claim. My text and phone calls are essentially being ignored or I get excuses. They will not provide me a contact or phone number with the insurance company.

  

  Business Response

  Date: 08/28/2024

  The Claims Department has all the paperwork and has reached out to the client telling them that they are working on the claims. He was told when he turned the paperwork in that this was a lengthy process. I have also talked and texted with him several times so it is not like he has been ignored

  Customer Answer

  Date: 08/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Telling me it is a lengthy process does not keep them from providing me updates. Nor does it keep them from giving me the contact information for the insurance company. 90 days is plenty of time for someone at the insurance company to call me. At this time, I have no proof, other than his word, that a claim has even been filed.   Regards, ****** **** 

  

  Business Response

  Date: 08/29/2024

  They are trying to find some one to fix the damages. And are also putting a proposal letter together

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I scheduled a move for for 6/3/23 (Request #*****) with ****. On 6/2, I called to confirm and change the address to where I was moving. On 6/3, the three movers arrived at 11:45am when the quote said they would arrive 10:00 - 10:30am. They stated that they wanted to just pack up my items and move them into the storage unit the next day. The paperwork was not updated with the new drop-off location. This wasn't what I request or confirmed the previous day. The job was to pack and move everything from the pick-up location to the drop-off location. The movers packed and loaded the truck. I was told that all of the packing and moving was finished at the pick-up location. I met the movers at the drop-off location and they began unloading. I was told that I had to pay for additional movers or they would quit working because my job was taking too long. I was told I didn't have a choice in this matter when it was never discussed with me beforehand. I paid my bill when the job was done and was told to contact the office the next day with my problems. I was notified the next day that all of my items were not moved out of my pick-up location. When I went to that location, and saw the unused packing supplies I was charged for and all of my belongings that were left. I called the business. I told them that the job wasn't completed, that I was charged extra when the movers were late, some of my items were damaged and that the total I paid was more than what was written down on my bill. The gentleman at the company said that he would get the owner to contact me. I have tried to call the business, but they refuse to speak with me. I should not have been pressured to pay more for my job when the movers were late, be made to pay for supplies that weren't used and because of this my items were damaged or have some be rude or hang up on me when I am trying to get my problem resolved. Images are too large to upload of remaining and damaged items.

  

  Business Response

  Date: 01/02/2024

  The estimate was for 2157.60 to 2342.60. The customer ended up paying a total of 2514.00 this includes a 112.10 credit card fee. There was a lot more packing than we were told there would be so we had to send extra men to help get it done. When customer called to stay there was still some items left we schedule a 2 man crew to come out and move the few items the customer called back and told us not to send them. The customer disputed the charge via ****** ***** of sales and it was filed in the Company favor. She also tipped the crew on the day of the move showing appreciation for the job they had done. also on the paperwork it can be seen where we reduced the cost of supplies for the ones that we did not use

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Engaged this company because they had moved my piano twice before. Date of move sept.17,2022. This was a move from one house to another.I was told move was based on time, the more I did the cheaper job would be.I had already moved most of furniture except for heaviest items, antique glass front bookcase, 1900’s desk that I had already moved drawers and cubbyholes, piano, movers had to move 2 couches, 2 side chairs, 2 recliners ,just basic furniture .I can list what they moved. They were 2 hrs late, driver called in sick, my bro,retired military was in & we had already moved everything out of house that we could except for heaviest items. They almost flipped piano and had to call back up to load on truck.My bro and I assisted movers all day hauling out drawers to chests, marble tops,once wrapped. At 6 we were told what furniture cd we do without.neither bed was on truck, chairs to kitchen table,My bro took,apart queen bed and we hauled that out. We had to call a friend who loaded chairs, my bro had already taken mirrors off 2 chests.we carried mirrors in our car. Other bed frame, bicycles lawn mower were not moved. I only had 2 plastic totes to move and was told,they wd go on first, we had to move ourselves.Antique table was broken in move, piano base damaged all across the bottom, dress drawer was damaged. Billed for 7.25 hrs which was about right, but my bro and I did half the work. If we hadnt done what we did the move would never have happened. At end of move I paid balance via check total,price over $1800. No receipt given no paperwork acknowledging damage to furniture, was told someone would come to my house to look at piano. They took antique table and sliver of wood to dresser drawer back to shop without leaving any paperwork,. I was verbally told they would be repaired. On Monday I tried to reach someone and couldn’t get thru until Thursday, ****** office mgr answered phone & I asked for Gen.mgr ***** **** to call .He did not. Premier mover of piano NOT!

  

  Business Response

  Date: 09/28/2022

  The customer has been talked to by the claims department and we have our piano/furniture repair man who is going to fix both the piano and table. The customer was told this 

  

  Business Response

  Date: 09/29/2022

  We have been in touch with customer and the repair man is scheduled to be in touch with the customer. once the work is repaired we will figure out the rest of it. we have sent a claims form in the mail to the customer to fill out

  Customer Answer

  Date: 10/07/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have not heard from company, have not received the claim form in the mail.  Please email the claim form to: *****************.  Please provide an update on my antique table that you took and when you will send someone to make repairs to my piano. Regards, *** ****

  

  Business Response

  Date: 10/07/2022

  We will send another form 

  

  Business Response

  Date: 11/07/2022

  I will have ****** drop the check of for $300 today (Monday the 7th) The professional piano repair man (**** ******) has an appointment with her. He will also be looking at the dresser to fix it. 

  Customer Answer

  Date: 11/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *** ****