Ace Relocation Systems

I’m a bit conflicted writing this review because two workers from Ace showed up. One was a hard worker… the other just dilly dailies? My scheduled time was between 8 – 9. They showed up around 8:10 and introduced themselves. I had made a Dunkin Donuts run and offered them some for breakfast. The hard working one surveyed my stuff and did a walk through. Not too bad and I bet he thought he was going to be in and out on a few hours… Seven hours later, they are still here! I try to keep like pieces together (e.g.: TV with TV Stand, nuts and bolts etc.) Them? Not so much. I had a power drill that had been charging and before I knew it, it has been scooped up and put somewhere else! It’s going to be really interesting opening up these boxes at my new place.
I gave three stars because I think if there was another person, like the first guy, things would have gone a lot more smoothly. I guess the real test is going to be how many items get broken/​destroyed once I open the boxes on the other side.

I used Ace to move me from Virginia to Rhode Island. I had a very densely furnished one bedroom apartment. I was extremely pleased with the overall move. I contacted two companies for quotes on my move, and I’m so glad I went with Ace.
I had an initial appointment with a sales rep so she could assess my stuff and give me an estimate. Unlike the other company from which I got an estimate, the Ace rep was able to give me a hardcopy estimate and an information package on the spot.
As I was getting closer to my anticipated move date, I was unsure about the exact date because I was still waiting for clearance from my job. Ace was very flexible in allowing me time before I confirmed the exact move date and signed the contract.
On move day, a team of three men came to load the truck. The team was lead by a man named Art. I had packed many of my boxes myself, and the move team disassembled and loaded my furniture. The entire team took great care with my possessions. They individually wrapped chairs, couches, lamps, and tables. They treated my stuff better than I treated it!
Later that night, the team drove to the delivery location. Yes, I got next-​day delivery on 450-​mile trip. On the delivery end, the team took great care in moving my stuff up to a third-​floor apartment. They also helped me unpack my car! Art even reassembled the furniture he had initially disassembled. Not one item was damaged or missing. The movers were very helpful, and they were extremely polite. They were just a great bunch of guys.
The entire move took 24 hours. My belongings weighed more than the initial estimate, but the price didn’t go up because the sale rep locked in the price. In all, I was very pleased with Ace, and I’d use them again if I had the opportunity.

I moved from DC to California in December 2014 and had a great experience with ACE. The person who came to do my estimate was very thorough and her numbers ended up pretty close to the mark. It was obvious she had been doing this for quite a while and she asked all the right logistical questions as well as gave me a great overview of how things would go. I was most concerned about a big screen TV and a particular piece of furniture so I requested that those items be crated and she arranged for someone to come out and do that ahead of the movers arriving and she even measured the items so they could build the crates ahead of time. My move coordinator, Amanda, was also top notch. Her ETA window was accurate and she kept me informed of progress along the way. The movers on both ends also did a great job of packing my stuff as well as unloading and they even arrived early. I know that horror stories are common when it comes to cross-​country moves but my move went perfectly and I am glad I went with ACE.

I used ACE under Atlas for a cross-​country move and was very happy with them. There were a few minor issues first with weather on the day of move so they were about an hour behind schedule but they communicated well that they were going to be late and more importantly were still operating that day. Overall I was very impressed with the communication across the move, which is why I give them five stars. A few other minor issues came up but they were good at being proactive in letting me know and fixing it. My stuff was in good condition upon arrival and the driver called a few days in advance and then the day before as promised. The relocation coordinator was very helpful communicating and following up throughout the process. This was my first big move so I was pleased with ACE/​Atlas and the process.

DO NOT USE THIS COMPANY!
I have moved at least 8 times previously, and just made a move cross country with Ace. This was the worst experience I have ever had — from the initial coordinator, the packing, hiring a totally inexperienced person to pack, misunderstanding about misunderstanding of delivery dates, delays with my shipment, and now after delivery I have found several items mixed in my boxes that are not mine, some of my things are missing, boxes have been repacked and re-​taped. Several items have been broken. My hutch has several things wrong — the door won’t close and after looking at it carefully, it appears that the door came off and someone tried to fix it with different screws, which is apparently why it won’t close. A whole box which was wrapped carefully and had some under-​counter items was frozen solid. Several boxes were smashed in. After looking at everything, it appears to me there was some kind of accident and items were shifted, some broken, and some re-​packed. I have some things of someone else’s and they have some of mine. I have emailed and called the company several times. They are not responsive, they lack internal communication, they never kept me updated as to status, and they are very unhelpful and unprofessional. I am thoroughly disgusted and angry. This was a horrible experience. I have always had good experiences with other Atlas companies, so this was very disappointing to find one so bad.

I can’t actually review the move since they were a no-​show at the scheduled appointment to receive a quote. I’ve since received zero communication from Ace. Even if they called now I’d never trust this company with a cross-​country move.
Good luck with that business model! I’ll be sure to spread the word!
UPDATE: Craig, the manager was very responsive to this complaint and immediately emailed and called me to discuss. I’m not deleting the review because Ace still wasted my time and never followed up but at least Craig’s concern shows that the company is somewhat customer oriented. However, I still believe that the Upper Marlboro office is super shady. Do not recommend.