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:12/09/2024

  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.

  The worst, they did not pick me up to take me to the airport nor pick me up on my return. Then refused to refund me for services paid for but not provided. What a scam. stay away.
  Here is there response after not picking me up as paid for:
  OnairParking (OnAirParking)
  Nov 26, 2024, 11 :53 AM EST
  Hello R*****,
  Thank you for contacting On Air Parking! We apologize for the inconvenience you encountered during your parking experience at one of our partner facilities. Shuttle services for this facility run 24/7 every 30 minutes, unfortunately, facilities have no control over the number of passengers they receive, and if full, and no other shuttle is available you would have to wait for next shuttle trip.
  We would recommend you reach out to the courtyard directly explaining the situation you had with the shuttle service (shuttle service is provided by the hotel, not us), to see how they can assist. Unfortunately, we cannot issue a refund, since the parking services were used.
  Regards,
  Y******
  onairparking.com

  

  Business Response

  Date: 12/16/2024

  Thank you for sharing your experience. We sincerely regret the frustration you encountered during your recent parking experience.
  As noted in our response, shuttle service is managed directly by the partner facility. Shuttles are scheduled to run 24/7 every 30 minutes, but during busy travel periods, delays can occur due to high demand or capacity constraints. We understand how this impacted your travel plans and apologize for the inconvenience caused.
  Regarding your request for a refund, we have confirmed that the parking service you reserved was utilized, and we can't issue a refund for services uses. Please know that we have shared your concerns with the facility management to help improve their operations and ensure better service moving forward.

  Customer Answer

  Date: 12/17/2024

  
  
  
  
  Complaint: 22656585
  
  
  
  I am rejecting this response because:

  The claim that services were provided is completely
  untrue.  Please provide any proof that services
  were provided, because I can prove they were not and that payment was made to
  alternative transportation that I had to purchase because the service you were to
  provide did not happen, and I also have my receipts to prove it.  Out of principle, I will file my claim with
  the courts and add legal fees and triple damages as the law provides for fraud. 
  I am taking this claim through the legal process not only
  for my refund but to stop your company from committing this kind of fraud on
  others.  We the people must not let
  scammers continuously cheat us out of money for services that have not been provided.  
  
  
  
  Regards,
  
  
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/26/2024

  We sincerely apologize for the frustration and inconvenience you experienced during your recent parking reservation R*****. While we understand how challenging travel during the holidays can be, we’d like to clarify a few points regarding your concerns.
  The parking services you reserved and used are the primary services we provide. Shuttle transportation, while available, is operated by the facility and not directly managed by On Air Parking. We understand that on the day of your travel, the first shuttle to the airport was full, requiring you to wait for the next shuttle, which understandably caused concern given your international travel schedule. As a result, you opted to take a cab to the airport instead. While we regret the inconvenience, shuttle service was available, though delays can occur during peak holiday travel times.
  Regarding your return, it appears there was confusion with the shuttle driver, who may have provided incorrect information. We understand how frustrating this must have been and deeply regret the added stress it caused during your journey.
  While we provided the parking services as outlined in your reservation, we are actively sharing your feedback with the facility to address shuttle operations and ensure improvements are made. We value your feedback and understand the importance of a seamless experience for our travelers.
  If you have further concerns or questions, please don’t hesitate to reach out.  Thanks!
  

  Customer Answer

  Date: 12/27/2024

  
  
  
  
  Complaint: 22656585
  
  
  
  I am rejecting this response because:

  In response to this: I was asked to accept or decline, but it is no offer at all.  I contracted with On Air Parking for my services and they would like to now pass responsibility off on the hotel with which I did not contract with.  They are a third-party vender that took my payment, they are the party responsible for recourse for not providing services. 
  Furthermore, I have attached the payment receipt provided by the vender and nowhere on the receipt does it say “The parking services you reserved and used are the primary services we provide. Shuttle transportation, while available, is operated by the facility and not directly managed by On Air Parking”, Nothing is directly managed by On Air Park, so what is the point of this comment.  Fraud Fraud Fraud.
  Your offer of resolution is ridiculous.  This company stole from me, then unconvinced me, and now are lying and insulting me. 
  Shame on you.  Fraud
  
  
  
  Regards,
  
  
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  On August 13, 2024 I was injured by a broken seat belt latch while boarding the shuttle at Ft Laud. airport to be driven to Hampton Inn, where our car was parked. It not only caused me physical harm but also resulted in damage to my new shorts. Given the circumstances, I respectfully requested a full refund of $68.32 for my parking fees, as well as $25 to cover the cost of replacing my damaged shorts. I first contacted the reservation platform On Air Parking on 8/13/24 regarding the incident and they asked I contact the parking facility Hampton Inn. I have been in communication for several weeks regarding this matter, but there has been no resolution. The Hampton Inn front desk indicated that the shuttle service was provided by a third-party courtesy service, and they mentioned that concerns regarding safety and security are managed directly at the property level. I have been advised to contact the hotel directly at ###-###-#### for further assistance. I have already contacted the hotel directly and attempted to resolve this issue. Despite weeks of emails going back and forth, there has been no resolution.

  

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention, and we're truly sorry to hear about your experience. We'd like to clarify that On Air Parking is solely a reservation platform that connects travelers with parking facilities. We do not own, manage, or operate the parking facilities or their shuttle services, and therefore, we have no direct control over their operations, policies, or procedures.

  The Hampton Inn is responsible for managing their services and shuttle maintenance, and we understand how frustrating it must be to deal with this issue. We will reach out to the facility on your behalf to emphasize the importance of addressing your concerns. In the meantime, we recommend continuing your communication with the hotel management, as they are the ones who can directly resolve this matter.

  We appreciate your patience and understanding, and please feel free to reach out if you need any further assistance.

  
  

  Customer Answer

  Date: 10/02/2024

  
  
  Complaint: 22318034
  
  
  
  I am rejecting this response because:
  When I contacted On Air Parking, they referred me to the Hampton Inn. The Hampton Inn then directed me to Hilton, and Hilton has since referred me back to On Air Parking.
  
  I am now seeking clarification on how to resolve this issue as I seem to be caught in a loop between the different parties involved. 
  
  Regards,
  
  
  
  ****** ********