Ace Relocation Systems

Buyer beware. I used Ace twice. The first time in 2013 to move me from Phoenix to Chicago and the 2^nd time from Chicago to Irvine CA this month. The weight ticket on my first move was 2660 lbs. Since then I have probably shed 300 lbs as I gave away an entire bedroom set, even despite adding a BBQ (no tank) and small patio table and chairs. When the goods finally arrived I was told the weight ticket was 3500 lbs (!!!). I demanded a reweigh and that came to be 3300 lbs. Ace says they compared weight tickets and although the two inventories «appeared similar, there is nothing we can do».
Also driver was instructed and informed by me that he should not attempt to bring his 48′ foot tractor trailer into the apt complex. He did anyway and couldn’t make it. His co-​worker said he almost hit a traffic signal. Driver finally found a smaller truck only to arrive with someone else’s bed in it. Ace informed me that they wouldn’t charge me for the local shuttle truck. LOL really? After what he was told?
Good arrived 5 hours past the window with three broken items.
Horrible experience. Never again!

We contacted several moving companies prior to our cross country move, and initially Ace seemed like the best of the bunch. To preface this, we have previously moved three times cross country and had excellent experiences each time so this wasn’t a new thing we were going through.
We had a great initial experience with our sales consultant. He wasn’t necessary the lowest price, but he seemed to have the best customer service so we went with him. It was only downhill after that. We had several conversations with him after the initial estimate because there were some changes that we wanted to make to our pack. We took responsibility for some of the changes that had to be made and apologized for making him change the estimates one time, but every single time we had a conversation with him, we never got the correct documents via email. He was short in his conversations and always tried to get off the phone and very obviously wasn’t listening. It took one last email saying we were going with another company if we didn’t get the correct paperwork by 5 pm, and of course everything was straightened out that day.
That experience should have led us elsewhere because it only got worse from there. Our coordinator was always either out of the office or completely unresponsive to calls. She would respond to email, but again like the sales consultant, she wasn’t listening or didn’t completely answer the questions asked.
The only positive of the move were the local contracted packers who came to pack. They were able to pack a two bedroom/​two bath place in a very short time, did everything well and were extremely professional. Again, they were contracted by Ace, not Ace employees.
The experience continued to go downhill when our coordinator could not provide a correct delivery date. No tracking number was ever given and one day she said it would be there in two days, the next it was going to be five days. Well, sure enough our stuff had just crossed state lines into Nevada on the last day of our delivery range. When we talked to corporate about what it meant if goods were delivered outside of the range, the initial response (without any questioning from our end) was a very defensive snotty, «Well…you’re going to have to pay the full amount regardless.» We didn’t say we weren’t paying the amount and never even brought it up before she did.
Our stuff was finally delivered, and the driver said that the warehouse told him that we admitted there was a cracked leg on our sectional when it was packed. Interesting. We never admitted that, it wasn’t listed on the forms filled out as the packers pack up, but when it was delivered there was a large crack in the leg. Hmmm… so right now, we’re still working on delayed delivery claims and the claim for the cracked leg of the sectional.
Long story short, we should have gone with our gut when things got bad during the initial estimate conversations and moved on. We would not recommend Ace Relocation to anybody.

Recently I called Ace to enquire about moving costs for a cross-​country move. The customer service agent was very friendly, but when she had asked me all the pertinent questions regarding my move, her computer spat out «request denied.» I asked why, but as the computer wasn’t programmed to tell her, she said she had no idea why my move was rejected, and I hung up, smarting a bit.
I posted a review of that exchange here, being stressed about the move, feeling jilted by uninformed software, and wearing full-​on crankypants.
Rarely do I hear from business owners, but Craig Morreale, Ace’s manager, emailed me an apology and said CSA’s are never supposed to just say «Sorry» and hang up. Further, he extended an offer to help move me if he could. As my move was rather complicated, within a week’s time, and needing to arrive in another city on a holiday weekend, I went with an independent trucker from Uship, whom I had been negotiating with when Craig’s email popped up in my inbox. But had I had a more straightforward and flexible move, their rates would have beaten my Uship bid.
Further, it was so dear when he self-corrected…he saw he was spelling my name wrong, with an «L» (as in Eileen) instead of an «R», something people do all the time. Thanks, Claig. :-)
I am sincerely impressed with their customer service standards and will definitely keep them in mind the next time I move.

Highly recommended! Absolutely the best movers for coast to coast shipping, packing and storage. Great ease to military moves or moves in general. No worries about your belongs, very understanding and completely work with you to ensure the quality of service meets your standards. Do Not settle for less go with them and call Scott, retired military. Very professional movers!

I would recommend this company to any of my friends or family. Bruce Lombardi from Ace Relocation Services was the gentleman who sold us our move with Atlas Van Lines. I had quotes from 3 different relocation services and I chose to go with you because of Bruce. Bruce did an excellent job in thoroughly conveying the integrity of his company and painted a complete picture of how our move would work. When you take the extra time to make people feel comfortable and understand why their possessions are going to be safe with your company, that’s where you win customer’s business over the competitors. Bruce always got back to me the same day when I had to leave messages and he was willing to help in any way he was able. When we needed more boxes, Bruce actually took the time to pick up boxes in his own vehicle and deliver them out to our house in Chandler, AZ personally, TWICE. More over, Dwight (The Truck Driver) was a reliable pleasure to deal with and the packers were helpful and respectful. Dwight picked up our things on a Thursday in AZ and delivered to our new house in Houston, TX on the following Monday (always on time). All in all I would have to say everyone did a great job. Thank you for making this part of our move pain free.
D N

What a perfect job Ace Relocation did for us! We are so happy that we chose them. From the estimating process to the final delivery of our furniture from Arizona to Oregon — no problems, no damage, no issues whatsoever! We highly recommend them to everyone.

The salesman for ACE knew his business and was quite professional and helpful. The person in their California office facilitating the move was also quite helpful through the process and was pretty good about keeping us informed. Unfortunately, everyone operating between those two people were not much help at all.
The company sent two packers to our two bedroom apartment and they proceeded to take all day to pack such a small space. When the truck showed up the next day, the three man crew mosied themselves into loading our stuff over a six hour period in 100+ degree heat. The delivery to our new home was supposed to be made in three to ten days but instead took almost twenty. (Granted we delayed them three days at the end because it was easier to unload in the new house rather than the storage unit that we had rented to temporarily store our stuff originally.)
The other reviews of this company are pretty good, so our experience may be atypical. However, my best advice is to do your own packing and use this company only if you are relocating somewhere that they regularly deliver to.

We recently moved from PHX to San Diego. We have moved a lot over the past 10 years and this company (Ace Relocation Systems… Atlas operated) was the absolute best experience we’ve had. Abel Cruz and his crews were efficient, polite and very organized. Our items were delivered all intact and undamaged. Abel is an expert! I would not hesitate to use this company for your move. The whole experience was a positive one!

We have moved several times in the last 25 years. Able Cruz was our driver, completing a partial move for us from Seattle WA to Mountain View CA. He was the BEST driver we have ever had. He was thoughtful, and neat, respectful, FUN, and damn good at what he did!
My husband commented that Able had a joke every time he walked through the door! He made what can sometimes be a stressful situation very pleasant.
All items made it here in impeccable condition. I actually think, perhaps better condition than they left our house in Seattle! (He fixed a table for us as he put it back together!) I passed Able on my drive down, and I can tell you, he was a courteous and safe driver on the road.
Our packers in Seattle were also through ACE, and they were amazing (–The Girls: Crystal and Ericka). We would love the same crew as we complete our move to the Bay Area.
Again, having moved multiple times (Chicago, Minneapolis, Chicago, DC-​Northern Virginia, Denver, Portland, Boulder, DC– No. Virginia, Seattle and now Silicon Valley) I feel like I am qualified to judge, and Able was exceptional!

We are a military family that used this company from Monterey, CA to El Paso, TX. This moving company was by far the best we have ever used. Our mover, Abel, was on time, professional, friendly, and worked fast. He packaged our paintings, china, crystal and furniture so well, everything was delivered unbroken or undamaged. What was also nice was that he packed us up in CA and unpacked us in TX. When I couldn’t find an item that I had unpacked, Abel went through all the empty boxes that were back in the truck and rechecked through all the paper and found it for me. I can’t say enough about his professionalism and great attitude. I was completely put at ease and felt less stressed about our big move because of not only our mover, but because we went with such a reputable company. The materials used for packaging and boxes were all top quality for our material items. We received our belongings ahead of schedule and Abel unpacked everything, plus took the boxes with him. We hope to use this company next time.