Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked my car at the Richmond location on Sept.17. When I returned someone had driven my car 750KM. I use this location often. The previous couple of times I had parked there I suspected something was going on. Things in the car were moved around. The gas seemed to be lower than I recalled when I parked. Wrappers from items I don't eat were in the car. I was concerned so I noted the mileage when I parked this last time. When I returned Sept. 21 I was shocked to see the mileage. The manager on site denied anybody could have used my car. He dismissed me, said I was crazy. I have since reported this to the ParkN'Fly complaint site on their webpage. This was done within the next few days after the incident. I have had no response at all.

  Business Response

  Date: 05/12/2023

  Thank you for reaching out to us regarding your recent parking experience.
  Upon reviewing our records and the information provided during our initial conversation, we want to reiterate our commitment to transparency and accountability in our valet parking services. As discussed during our previous communication, we meticulously track every movement of the vehicles entrusted to us, starting from drop-off to pick-up.
  Our records indicate that we recorded the mileage and fuel amount on the ticket at the time of vehicle drop-off, and this information was duly shared with you. We have carefully cross-verified our records, and there is no discrepancy between the recorded details and the actual gauges of the vehicle.
  Furthermore, we would like to emphasize that, as part of our standard operating procedures, we securely retain the vehicle keys after parking it in our designated area within the office. This measure is in place to ensure the safety and security of our patrons' vehicles. It is important to note that there is no conceivable way for any additional mileage to be accrued on the vehicle during this period, as we maintain strict control over the keys until your return.
  We understand that discrepancies in mileage can be concerning, and we sincerely apologize for any inconvenience this may have caused. If you have any further questions or if there are additional details you would like to discuss, please do not hesitate to reach out to us. We are more than happy to assist you and provide any clarification needed regarding our parking process.
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  Best regards,

  ***********************

  Operations Manager

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20868172
  
  I am rejecting this response because: The statements made by the responder are not true. The manager onsite did produce a piece of paper, looked like a receipt and there was mileage hand written on it. The manager said they record the mileage when they take the car in. The mileage written down did not match either mileage amount I had recorded. The manager was more interested in being aggressive and threatening than trying to resolve any problem. He just called me a liar and left it at that. I have recently had a few phone calls from Park&Fly. Unfortunately we could not connect properly. The calls came during work hours where I wasn't available. I did answer a call and asked if they could call back in 20 minutes. They didn't call until about 2 hours later when I was again unavailable. Perhaps next week they will try again. I may be able to call back from call history if they are identified as well.

  
  Sincerely,
  
  ***********************