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Business Profile

Condominiums

Solaris Residences

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 recently stayed in Vail, CO from Oct. 18-Oct 20, 2022. Several service employees told me that parking in Vail was free during my visit as it was the off season. I entered the Solaris parking garage on Oct 20, 2022 with this understanding. There wasn't a ticket booth attendant to verify this understanding. There was normal parking fees signage however due to the understanding that parking was temporarily free I expected there would be no charge upon exiting but instead I was charged $50 for the 2 hour stay. I contacted the company immediately to dispute the charge. They did not acknowledge the free parking and provided me with a fictitious email address to which I could dispute the charge. The email was returned as blocked. I am requesting the $50 be refunded as I would not have parked at this location if parking was not free as I had been informed.

    Business Response

    Date: 12/06/2022

    Hello Clay,

    This is incorrect, the guest pulled in to a privately owned parking garage about 20 yards away from the Town of Vail free parking garage.  The parking rates are clearly marked from the street and at the entrance where the guest pulled a ticket from to enter our garage. The Guest relied on unclear information from random service employees and due to their own confusion parked in a paid parking garage.  The guest had to pull a entrance ticket card from the entrance toll booth noting the price when they entered.

    I can provide pictures showing the signage at the street stating that to enter the Solaris paid garage turn right now and to enter the Town of Vail garage turn right in 20 yards.  I can also provide pictures of all the signage at the entrance to our Solaris Parking garage.

    Please let me know if you need anything further on this. 

    Thanks,
    Matt
    ************

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