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My initial impression with ALE solutions was a 5 s...

My initial impression with ALE solutions was a 5 star experience. Our house was struck by lightening and my insurance company contracted ALE to set us up with housing since they estimated we'd be out of our house for 6 months. They set us up at a staybridge suites immediately, check-in was seamless and we were able to have our cats stay with us. We were in the hotel for 2 weeks and then were fortunate enough to have a neighbor rent us a house in our same neighborhood, so ALE then handled the furniture rental for the rental house. At first I was beyond appreciative, they gave us more furniture than we even needed and I didn't have to get bogged down with details of picking everything out, I just told them how many rooms were in the house and they handled the rest.

However, the transition out of the hotel into the rental house was not so seamless. Our lease started on a Sunday, and since they don't deliver furniture on the weekends, our landlord was kind enough to allow them to deliver on the Friday before while he was still installing carpeting, cleaning the house, installing appliances, etc so we wouldn't have to sleep on the floor the first night in. The moment the furniture delivery people left, I got a call from our hotel that we were due to check out earlier that day..... Apparently ALE decided to check us out early even though our lease didn't start for 2 more days because the furniture had been delivered. After calling customer service in a panic and thinking it was worked out, the hotel department at ALE only extended the hotel 1 more night instead of 2 and told the hotel to get my credit card information for the 2nd night. So I had to call my insurance adjuster to have her tell them to fix it, because they weren't willing to fix their mistake and listen to our customer service rep even though she told them over and over that the lease didn't start until Sunday. I'm already dealing with so much, so all the extra phone calls to get this fixed was extra stressful. It did work out in the end at least, and I do have to credit our customer service rep, Janet. She was super friendly and tried helping as much as she could, but she could only submit the paperwork and relay the information to the hotel department, they weren't listening to her either.

The furniture they rented us looked great at first glance, but then we started using it.... at first it was a nightstand where the drawer wouldn't open, then the beds were SUPER uncomfortable, and the kitchen housewares they gave us were really cheap quality and barely usable. We decided to buy our own bed to replace the one we lost in our fire and ALE customer service worked with us and scheduled someone to come switch out the nightstand and take the bed away, and they were very helpful and didn't give us any problems. And then a drawer in one of the dressers wouldn't open easily because the bottom was broken, so ALE agreed to switch that out as well. They're scheduled to come today, so my husband is working from home for the first time since moving in, and discovered that the desk drawer was also broken, and then then desk light blew out.

Granted, we should have taken the time to inspect everything when it was delivered, but we're dealing with a million different things right now so standard protocol isn't the easiest to manage. Customer service people been nothing but friendly, and have worked to take care of every complaint we submit, but it's just one thing after another and we're losing our minds having to call them so often.

Overall, I would say they are great for short term hotel solutions, however long term housing leaves a lot to be desired. I'd give them 3 stars since customer service has been great despite the constant issues, however i'm sticking with 2 stars because the quality of what we received is less than average for the money our insurance is paying out for it, as well as the $1000 deposit we had to pay up front for it.

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