ComplaintsforALE Solutions, Inc.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to state that as we have never entered into a contract, I am not responsible for the debt associated with ALE Solutions. I must stress that I have not voluntarily committed to any financial obligations with them. To further resolve this matter in a proper and open manner, I formally requested from ALE Solutions the supply of the original contract pertaining to this specific debt. Unfortunately, even with this request, they have not responded to my question by sending the needed records. The situation has become more complicated because to ALE Solutions' lack of collaboration and transparency, thus in order to properly resolve this issue, I will need to look for further support and clarity.

  Business response

  11/15/2023

  The insured signed a hotel agreement dated December 14, 2018 stating that they would be responsible for any costs not covered by the insurance company. The amount in question noted by the insured in their complaint was owed to ALE for their deductible. The amount in question was not paid to ALE and is still outstanding, and therefore was reported to the credit bureau. Please call ALE at your earliest convenience to pay the amount due. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ALE has been nothing but a problem they push back with the claims adjuster and say he canceled and pulled funding then immediately go into damage recovery mode to cover their back sides... I have been yelled and and constantly interrupted one lady gave me so much attitude when I called because the call was dropping in and out I was calling on a land line... It has been an overall horrible experience

  Business response

  10/16/2023

  We empathize with your current situation and would like to better understand your experience with our team. 

  ALE works directly with your insurance adjuster and are bound by the limits set forth by your insurance policy. Our records indicate that we communicated information from the adjuster to you in a timely fashion, as we received it. We have no records of escalation and we are open to discussing further if you have additional information to share. Please reach out to us at ************** and ask to speak with ***********************, Director of Hotel Solutions. 
  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THIS company told me that they could help me get temporary housing because my home had a fire. They said that i would not be charged anything and it would be only a ****** dollars to get started and my insurance would cover. They were very pushy and told me several different scenarios . They went ahead and got permits that i did not request for 50$ but then when the service was cancelled, they charged me ******* for cancelling. I am so hurt and feel taken advantage of and the man said Well we don't do this for free. I requested a refund for they didn't provide me with any help.

  Business response

  10/09/2023

  On 8/18/23 we marked this file completed due to insured (complainant) declining ************'s services.
  
  According to our files, it does not appear we have paid any funds out on behalf of the insured and did not set up any billing on their behalf for temporary housing. We believe the complaint is actually meant for a different company that has a name that is very similar to ours since we have no records of what she is referring to and have no records of paying out fees/money on her behalf. 
  

  The last note in our file is record of an email sent to the insured dated 8/30/2023 in response to a phone call our team received. 
  

  8/30/2023 10:38 AM      Tried INS, vmbox not set up
  From: ********
  Sent:Wednesday, August 30, 2023 10:37 AM
  To:*************************' ************************
  Subject:Inquiry response
  
  Hello,
  
  I tried giving you a call but your voicemail box is not set up.  Please call me at ************ to discuss more.  I do not see we assisted you with your temporary housing and do not bill a policyholder for our services at all.
  
  Thank you,
  
  Please let me know of what assistance I can provide in response to this complaint.
  
  Thank you,

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ale solutions is the vompany my insurance works with as an added benefit to my policy. A pipe burst in my home Christmas morning rendering it uninhabitable and destroying my belongings. *** covered a night and then I recieved a call from an angry man who emded screaming at me and pulled my funding leaving me, a lone woman without shelter.

  Customer response

  01/16/2023

   
  Complaint: 18693721
  
  I am rejecting this response because: my situation was not satisfied and the response is a ********************.  The ale representative who called me became colorize and, regardless, this does not excuse Ale from fulfilling contractual obligations. 
  
  Sincerely,
  
  *********************

  Business response

  01/19/2023

  see attached

  Customer response

  01/24/2023

   
  Complaint: 18693721
  
  I am rejecting this response because:complaint has absolutely not been resolved. He just keepshe arguing. He failed to fulfill his part of the contract and I had to spend over **** out of pocket for hotel fees that should never have happened. It was false advertising and a broken contract. This is a terrible company and should not claim to be in business for anything. Awful man. Abusive by phone. A terror. 
  
  Thank you so much, I appreciate your time. 
  
  Kind regards,
  
  *********************
  
  Sincerely,
  
  *********************

  Business response

  02/06/2023

  To whom it may concern:

   

  Attached is the second ************ response to Complaint #********.

   

  If you have any questions, please feel free to contact me via email or phone.

   

  Thank you for the opportunity to respond and we look forward to resolving this

  Customer response

  02/11/2023

   
  Complaint: 18693721
  
  I am rejecting this response because:
  This is ridiculous. He broke his end of the contract. *** had to hire a lawyer. No. Hes a terrible business person who reneges on certain nrractual deals. Hes a mean person and rude. And I am a single woman who he forced out of shelter. So no. I do not. 
  Sincerely,
  
  *********************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is an absolute disgrace they send you around to multiple representatives just to establish rent options. The representative never get back to you, *** contact ***** several times just to be sent to her voicemail and then never a follow up even though the large claim adjuster approved revised changes.

  Business response

  01/03/2023

  Good Morning,

   

  ******************* is no longer with ALE Solutions.  I am his former manager, to whom this email was forwarded through our IT System.  I have forwarded the complaint to my business associates, and expect to have information to provide a response this week.  Could I please request an extension through this Friday, January 6, 2023, so that I am able to ensure we can provide an appropriate response?

   

  Can you also set me up in your system?  My email address is *************************** FleetCor is the parent company of ALE Solutions, Inc.

   

  Thank you in advance.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are displaced from our home cause the landlord let a leak go and now it is uninhabitable due to mold. My adjuster hired ALE to help with temporary housing, they only considered a hotel and told me they do not do a bnb which doesnt t matter I dont know why they brought it up at all. I work from home all I need is internet. The landlord refuses to repair the home so ALE also was told to help me find permanent housing. I have found more leads then they have and they are supposed to be professional. They have told me many different things and when my adjuster talks to them it all changes again. I am about to be in the street homeless and they wont even return the emails I sent. They are just using up the money on my policy till I am in the street. I have a *** protected disability that I even offered to show proof of and they do not care. This is not a good company. They are not helping and keep trying to get us to move hotels to something farther away from my husbands work. This company wants the money but doesnt want to help anyone and dont have a disability cause they will use that as an excuse to not help you at all. We found the hotel they do the bill but okay that is covered by my insurance so they get their money and the fee. If they try and say anything I am saying here to be untrue I will refute it with truth and show what is. I found the hotel, they are giving the money that is from my insurance policy they get paid to do that its not some kindness the longer Im in a hotel the more they get paid. Ill be in the streets and they will still get their paycheck so not a good business.

  Business response

  09/01/2022

  We are sorry to hear that ************ believes we fell short of expectations.  ALE Solutions takes pride in serving all the families that we are assigned to assist, however there are at times, instances where the hurdles seem to be closer to each other than others.  This is one of those occasions.
  
  Upon review of the notes, ALE Solutions put forth reasonable effort to locate housing for ************, keeping in mind the criteria she set forth, including a budget that was below the usual and customary rents in this market.  Our search for a single-family home rental with a yard for two dogs, and inside the budget of $750-800 per month was not successful. 
  
  During this process, we remained in contact with ************ to communicate updates and kept her informed for the duration. Additionally, ALE Solutions only charges a fee when a suitable property is located, so no referral fee was incurred.
  
  We take feedback to heart and strive to present temporary housing options for all our families.  We appreciate being made aware of ************** experience.  Please let us know if you have any additional questions, concerns, or comments.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** tornado Dec 10 2021.My family and 3 dogs were flipped in our trailer in the tornado. Ale was put in charge of helping us. Well I had to find us a hotel to stay at like I said I have 3 dogs I need a pet friendly place. Had no help from them had to pay outta pocket at first then they finally stepped in. Then I had to find us a temporary home to live until I can find another home to buy. Got told they would assist in paying rent. That's a lie. Was told numerous things by the numerous people that have handled my case. And still haven't been paid for things I have proof for. But mostly I'm hurt that companies like Ale take advantage of people who literally lost everything. Fema was better to me and my family. I do not recommend anyone use Ale for any type of disaster help

  Business response

  06/28/2022

  Thank you for your communication regarding concerns with ALE Services.  We value customer feedback as a way to continuously improve our services for families in need.  I would be happy to get on a call with you directly to discuss your concerns and answer any questions you may have regarding our services.

   

  We are sorry to hear that you did not feel supported in location of properties.  After reviewing your placement record and communications I can see ALE was activated on December 12th at which point called and discussed your need for hotel including your pets.  ALE sent a text that same day with multiple options for pet friendly hotels.  We did not receive a response

  On December 15th ALE left voicemail, and also sent another text asking for a response to discuss your temporary housing needs. 

  On December 17th, ALE again reached out leaving a voicemail to discuss long term housing needs and preferences at request of your insurance adjuster. 

  On December 20th ALE again texted to get clarity on hotel needs and if you still needed support, and f received a response that you were in a hotel so we could take over payments on your behalf which we swiftly contacted your hotel and completed.  We were also able to discuss with you your long-term housing needs on this day.

  On December 23rd we were informed that the status of your long-term housing needs changed because you would not be returning to your original residence but would look to locate a new permanent residence and again we reached out to support you. 

  ALE received no additional response regarding long term housing options.

  On December 29th you sent a text stating you only need the hotel room to January 3rd when your new lease was starting.  ALE extended to that date.

  Regarding reimbursement for your expenses, ALE is not your insurance company and is not involved in the benefits and reimbursement process.  I would suggest to speak directly with your insurance and adjuster to inquire regarding any expenses and the benefits when moving into a permanent residence.

   

  Again we are happy to have a direct discussion to review any questions you have and provide any assistance we can.

   

  Sincerely,

   

  *******************************, VP of Operations

   

• Initial Complaint

  11/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Due to damage caused by my neighbor from a leakage I have been displaced from mg home. My insurance company connected me with ALE Solutions to find Lodge. Throughout the process it has been a mess and a bunch of lies and giving false information.I been speaking with different agents and they have been telling me one thing and another. They disappeared and were not responsive in assisting with resolving a issues they been giving me false information. They are not booking the correct room for the customer they book what they want the customer to have. They take a long time to hear back never responsive they have no good communication.

  Business response

  12/01/2021

  Good afternoon,
  
  We are sorry that the customer is not satisfied as we have been going above and beyond for the customer to accommodate her requests.
  
  When the consumer first contacted us, she did not want to accept the hotels that we offered that were pre-approved by her insurance. She wanted a room that had a kitchen in a hotel that does not have these types of rooms. This was explained to the consumer. The consumer then wanted a room that was outside of the budget that was approved by her insurance. We explained to the consumer that we can only provide accommodations that are approved by her insurance. Apparently the consumer was able to get the hotel to give her a complimentary upgrade, which is great, and something that the hotel did as a customer satisfaction gesture, but was not required.
  
  We understand she checked out and then checked back into the hotel. When she checked back in the hotel was no longer able to offer the complimentary room upgrade. Unfortunately this is something we have no control over. The customer was upset that we could not cover the room she wanted. Again, we can only cover accommodations that are approved by insurance. The customer tried to tell us that the hotel was offering the room she wanted for a lower rate which the insurance would approve, but when we called the hotel to confirm we were told that was not the case. 
  
  Unfortunately the customer is not accepting that there are limits on what her insurance will cover. While we understand that of course everyone would like to have the very best hotel accommodations, unfortunately her insurance policy will not cover the type of rooms she is requesting. The customer is of course welcome to make arrangements directly with the hotel and pay for whatever hotel accommodations she wants out of her own pocket. However, if she wants to use our services she will have to understand that we can only provide accommodations that are approved by her insurance. We will do our best to give her the best options we can that are pre-approved by her insurance.

  Customer response

  12/02/2021

   
  Complaint: 16184981
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to damage caused to my residence by a storm my family and I have been forced to relocate while the repairs are being completed. My insurance company connected me with ALE Solutions to find temporary housing. Through the process it has been messy and I have been passed from one to another with calls often not being returned. As a temporary house was found and being secured, the agent I was then working with disappeared for several days causing some panic but after probably close to a dozen calls I was able to reach another agent to help finalize. They again quickly disappeared and were not responsive in assisting with resolving a few issues that we ended up having to just live with. Being that the house repairs will not be completed during the initial term, an extension became needed. Due to the landlord's lack of delivering on promises and uncomforted we all had with the residence due to devises (cameras and smart speakers) the landlord positioned in the residence we wanted to see if all could be corrected prior to extending. ALE unfortunately failed to return several calls and an email on this matter and proceeded with the extension. I signed the lease but somehow they control the extension. Additionally they instigated the issues to become what now feels like a hostile situation between us and the landlord. Rather than step in to correct the situation that ALE instigated and accelerated, ALE simple stepped aside and did nothing to correct.Now going from a living situation we really didn't like to one that is greatly uncomforting, we would like to be relocated asap. I have relayed this to ALE but have received minimal efforts to address.

  Business response

  11/08/2021

  Hello,
  
  We are very sorry to hear about this complaint from the consumer. Unfortunately with the information provided I am unable to provide a detailed response since there is not enough identifying information for me to be able to find out what customer this is. I would need the first and last name and/or the address of the damaged residence to look this up. Or perhaps the insurance claim number. The consumer can also try to resolve this directly by calling our main line and asking for a manager or supervisor and letting them know that they have a complaint.

*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. ↩