Ace Van Lines review: Ripped off, lost/stolen/broken items 4

I just relocated across country. Items were packed with bubble wrap and pop corn, wadded paper and other protective materials. The objects were put in rental truck. Then, either transferred to another truck or put somewhere else for a few days. I was told that my things would be on ONE truck for the entire move. This was not true. I wanted it that way because I have many oil paintings, glass items and expensive bric-a-brac. I used to sell antiques.

More than 2 weeks later, I received my precious things which were clearly marked "Fragile" or "Glass", along with arrows indicating which direction the boxes were to be placed. Again, another rental truck...this time, with 1 driver. Two men were hired locally. One reeked from alcohol, and both not trained movers. I know the difference between simple muscle power and a professional mover. These fellows kept banging the dollys into my freshly painted door jams.

My furniture was taken off upside down resulting in broken dresser tops, backs and bottoms...I think the furniture was dropped. My desk is sitting outside for the trash man in 6 pieces. My Bennington Pine dresser is cracked in the back and the corner damaged with some sort of shoe polish applied to cover the broken corner. Boxes were put on dollys, upside down, stacked up to 7 boxes high. I got a sarcastic remark back from the "professional mover" when I objected. It's in the garage doing nothing. Now, I have to buy a desk and dressers. I chose this mover because on-line it indicated that they were experienced in cross-country moves.

They insisted in a deposit, then half of the amount and finally, the complete amount (approx. $5,000) before unloading. This was not cheap. Everything that can be broken is broken...and, they even unloaded someone else's items when I pointed it out to them. At this time, I am missing a valuable fantail fish, hand welded and large, that was attached to a glass coffee table with bevelled glass...a one of a kind piece crafted for me by Wasserman, in Beverly Hills, California. They were not packed together (base and fish). I'm heartbroken.

Good luck to me in hurrying up to open over 100 boxes in order to take pictures and make a claim.

I never recived any moving insurance (that I paid for) from Ace. The insurance company said Ace cancelled the contract. Also, went to court and got a "Judgment" that I have been unable to collect. They are in California. I am on the east coast. If anyone has any ideas please let me know. I'm still burning after a few years. These crappies hire local inexperienced guys to load and unload, stack boxes willy nilly, put dressers upside down on top of each other and they lie to us. I used them because they were not inexpensive, over $5, 000. but they were from Israel. Hah! I'll never move again.

I was ripped off by Ace Van Lines, too. My piano was shipped from Oregon to Kentucky, and looking back, I'm lucky I actually got it. It had damage, but Anthem, the claims company, said I would receive $300 from Ace. I have not received anything, and now all their numbers are disconnected.

Ace Van Lines
6038 Tampa Avenue, Unit 339
Tarzana, CA 91356
Phone: [protected]

DOT #1409906
MC#534237

The following is a copy of the California BBB complaint I filed on the company (BBB Complaint #[protected]):

Complaint Description

Ace Van lines sent me an email quote for a move from Washington State to California. I spoke to, Sandy, and stated that the numbers looked good. She asked me for a $500.00 deposit, which I paid. She did not tell me that the deposit would not be refunded to me if I canceled the move. The move was scheduled for Oct 18, 2017. I called Ace Van Lines at 8AM on Oct 16th, 2017 and canceled the move. When I spoke to Sandy later that day, Sandy stated that the deposit was non-refundable. She stated that the non-refundable clause was written in the email quote. I read the email quote, and far down near the bottom, it states that deposits are non-refundable. I acknowledge that it is written on the email quote. Sandy then stated that they sent one of their trucks up to Washington just to handle my move, and that the company was losing money on the deal. She stated that she has gas receipts to prove it. I told Sandy that I felt the email quote was not legally binding, and that she should! d have verbally told me that the deposit was non-refundable when I gave her the deposit information over the phone. Sandy stated that the email quote is legally binding and that I would not be getting my deposit back. Sandy offered to apply some of the deposit toward a move for a friend or family member. I refused, and asked her for the deposit to be returned. She refused.

Customer’s Desired Settlement

I firmly believe that Ace Van Lines is using illegal business practices by requiring a $500.00 deposit and then not refunding it to the customer when the move is canceled. I believe that an email quote is not legally binding on the customer's part and that having the non-refundable deposit language at the bottom of the quote is deceitful. I want Ace Van Lines to refund my entire $500.00 deposit immediately. Thank you.

Company’s Response

Company states your deposit of $500 will be sent to you within 7 days.

Customer’s Rebuttal

Ace Vanlines, was going to return my 500.00 dollar deposit within 7 days. That notice was on November 9th. It is now November 26th, and I have not received the refund.

Company’s Final Response

We would like to apologize for not receiving the check. Please call our account dept. at [protected]. may we sent it to the incorrect address. thank you.

CONCLUSION:

I called Ace Van Lines accounts department on 12/27/06 and spoke with Sandy. She was very rude and unprofessional and stated that I was not going to get my deposit back. When I told her that it appeared that the company was lying to the BBB about returning my deposit, she stated that my complaint already brought down their BBB score, and I was not going to see my money.

I'm doing this so others do not get victimized by this dishonest moving company. Thank you. Mark Evenson