Company Response Review Report Review
Poor communication

Erica Submitted this review about Alena Enterprise Inc.
Review made Live: 4/16/2009 7:28:00 PM
Lack of communication was the biggest issue for me. I was informed that my vehicle would arrive Wednesday evening and I waited all evening and didn't receive a phone call. At around 11pm (quite late in my opinion), the driver called to tell me that he has arrived. Unfortunately, he did not arrive in front of my apartment, which I had assume is where he would drop off the vehicle. Instead, he wanted me to meet him at a major street, about 5 miles from my apartment, to pick up my vehicle. I was not warned ahead of time that my vehicle will not be delivered to my door. Had I know this beforehand, I would have made prior arrangements with the driver to pickup the vehicle at a predetermined location. I also asked if he could leave the vehicle at a drop off center as I had no means of transportation at such at short notice. He told me that there is no drop off center and I scrambled to finally have a friend drive me to pick up the vehicle at 11:30pm. It would have been nice for the driver to alert me that the load was going to be too large for it to be dropped off in front of my apartment. I do live in a major city so I'm surprise this wasn't known beforehand. The delivery time was way too late into the evening. What company expects their customer to stay up this late to wait for their vehicle??

It would have been nice if the driver communicated his arrival time, so I have enough time to make proper transportation arrangements. Overall, the car was delivered in a satisfactory condition, but the lack of communication really ruined the whole experience for me.
Shipment Details
Origin State:
Michigan
Pickup:
On Time
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
904000749-PQ
Quote or Order Cost:
$795

Company Response
Alena Isakovan from Alena Enterprise Inc. Submitted this response.
Response Date: 11/10/2009 5:42:00 PM
The major point for this customer is that the delievery is late and no one contacted her to inform her of this. That is actually untrue since the shipment made it before 11:59pm. Now i do understand that it was late into the evening but the driver would have definately had contacted the customer ahead of time to tell her that the time was later than she expected. Also we cannot predict the streets of every drop off point and if there are signs posted that we cannot enter than we cannot enter. we are safe and responsible and will not damage a street or chance ourselves with a ticket for 5 miles. also we work on a cash on delievery basis so we had to sign off the paperwork and then recieve payment.also there was no way we could leave a car somewhere with the keys-it can get stolen. how responsible is that? in my opinion my driver did everything right and 0 out of 5 stars for that is just rude. thank you.