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:12/22/2022

  Type:Customer Service 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.

  Contacted them about a theft that occurred while vehicle was in their valet service. Have emailed and called with no response to try to resolve this issue.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 8, 2023/01/10) */
  Customer contact our valet department hours after departing to claim gifts missing from her trunk. We reviewed video where the vehicle was located in our valet parking spaces. There was no activity showing customers vehicle being entered via trunk and items taken. Customer contacted our team during peak season and claim was not able to be investigated until the following week. We provide every customer with a liability clause claim check ticket. We have not had theft at our property, with over 8,000 vehicles parked and retrieved in December 2022 with out any issues. We have asked the claimant to please provide us with information on where she was prior to arriving at the parking garage to valet and after leaving. We look forward to helping her find some peace in knowing that this did not occur while her vehicle was in our care.
  
  
  Consumer Response /* (3000, 11, 2023/01/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I contacted hotel staff approx. 15 minutes after stopping at a gas station and noting missing items from the trunk and glove box. After about 15 minutes on hold, I spoke to ***** who provided email to valet manager named *******. Customer was told no phone number was available for ******* and that email was the fastest way to reach him. Valet ticket claims liability for willful theft of property as is the case in which my car keys were used to enter the trunk of the vehicle and items were taken. There are no signs of forced entry, pointing to the keys being used to enter the car. As this was peak season, I can understand how the valet service might have been overwhelmed and may have taken upon additional support staff that may not have been properly vetted. However, it is important to me for them to take accountability for thefts occuriung under their watch. For this to occur while they were in possession of my car and keys is a violation of trust.
  
  
  Business Response /* (4000, 13, 2023/01/13) */
  Customer emailed our claims team that she contacted the hotel 30mins after departing. Items claimed to have been alleged taken while vehicle was in valet were Christmas presents and pair of work shoes. Customer is now claiming call was made 15mins after departing and now the glove compartment was added to the claim which we are just learning of this based on the response claimant provided on **** All Valet attendants are permanent employee's with that are e-verified and background checked as well trained for an entire week. Cameras are present in the garage valet, entry to garage and exit and show no persons leaving the valet with items in hand. All vehicles were valet parked and retrieved, valets are seen parking vehicles and returning back to their post at garage entry. Claimant was provided two claim reports to complete and has refused to complete the forms to provide back to us to file with our insurance carrier. Claim packet provided on 1/10/23 at 3:08pm PST, to date we have not received this completed packet.
  
  
  Consumer Response /* (4200, 15, 2023/01/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Called hotel 15 minutes after noting missing items on 12/19/22. After several minutes on hold, spoke with ***** and informed him of theft incident. He provided me with an email, and informed me that there was no phone number to reach valet company.
  Police report filed on 12/20/22.
  After many attempts of trying to reach a representative from valet company, was finally contacted by ****** on 1/10/23 via email.
  My aim is to provide as much detail as possible, although quite frankly I hope the business is focused on the severity of the crime and not the actual minutes involved in reporting the theft.
  As it seems the business is missing the mark on this, I would like to reiterate the violation of trust involved in a customer entrusting their car and keys only to have their persoinal property stolen under the watch of a valet service. Customer has submitted claim forms including a detailed narration of the incident and the time Ipad alerted to have been tampered with. As of 1/20/23 and awaiting response.