Complaints

This profile includes complaints for Pro Park's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pro Park

  1 Union Pl Hartford, CT 06103-1490

• 

  Pro Park

  300 E 2nd St Reno, NV 89501-1500

• 

  Pro Park

  50 W Liberty St Reno, NV 89501-1940

• 

  Propark

  560 Warburton Ave Hastings on Hudson, NY 10706-1504

• 

  Propark

  560 Warburton Ave Hastings on Hudson, NY 10706-1504

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:03/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 at the ProPark managed site at *** ***** on February 20 through 28, 2023, when I picked up the vehicle, I had to wait only 5 minutes (the prior time was 45 minutes!). It was parked in the dark street on a rainy evening at aproximately 7:48pm. The pickup/drop-off lane was packed with other vehicles. On first look everything seemed ok - I dove immediately home and the next morning found a huge scratch down the front passenger wing, about 18 inches and down to the metal. I immediately called and emailed the hotel providing pictures and all ticket info, they put me in touch with ProPark and I filled out a Custom Claim Form.
  Jaritza at Propark took my claim forward the following Monday by email and Phone (march 4). While on the phone I managed to get a screenshot of their intake photos and supply further photos of the damage. A week later (march 12) I am chasing for an update on next steps. Jaritza has been expecting someone to get back to me. Follow up March 15 by email - no repsonse. March 18, phoned and left a voicemail, March 20 I got a call from Chris the Claims Manager stating they won't take responsibility, he tried to say it was my fault, he stated that they didn't have photos of my vehicle (I have the screen shot) and also started to state that their policy is at the ProPark desk and states that claims must be made on site and that he will email me his decision.
  He refused to answer questions, he refused to provide their policy, he refused to speak to me, he raised his voice to me. With reference to the photos I stated that I could have claimed for more damage since you claim not to have photos of damage already on the vehicle, I am only asking for damage that occurred on premise. He yelled at me, telling me that there is no manager above him and I would only get him to deal with.
  I want my car fixed - they need to pay for the fixes that occurred on their site!
  It will cost in the late 100's to fix a scratch this deep.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 tuesday February 6th, 2024 I used Propark mobility valet services at ********* ******** ********* (valet ticket #*****) upon leaving my shift i picked up my keys from the valet booth and I retrieved my car. When I pulled out of the ******** I noticed my passenger side mirror was closed in. My vehicle model side mirrors do not close in. When I parked my car I called ******** security and told them my vehicld was damaged with the valet company and i was instructed to file a report in person the next time I came into the building for work. I filed a report with the ******** security 2/8 but did not hear back from the Propark supervisor,Colin until 2/13. Since i have a baby and i am the primary parent- i got my car fixed at the dealership (2/10). I told Colin on 2/13 that I already had my car repaired and he told me to send him the invoice and pictures of damaged mirror and i did that day. After i called him for follow up on 2/15 he instructed me to complete the claims from and drop it off at valet booth and I did and I sent him a text so he was aware that I dropped off the completed form. I happened to run into Colin 2/22 and asked him how much longer before i got any update and he said he forgot to pick up the form. On 3/1 I received a phone call from Jaritza from Propark Claims in which she disclosed that form was only filed on 2/29; told me she was going to escalate this to her manager because it was almost 1 month since my car was damaged. She sent me an email with my claim number ************* and asked me to send her my vehicle repair receipt and shesent me an email confirming she received the same day and i have not been able to get in toucb with her or corporate claims since. I have been calling amd leaving messages and have not heard back.

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Paid to Park in this facility on *********** ** in *********** drove in park was full there was 2 parking spots where the EV parking is one marked with sticker on the spot the other not so I figured the other was ok to park tried to look for someone to make sure it was ok but no one around so I figured it had to be ok. So since I paid $14 I figured it was ok, I go do my business and come back to no car and no one to talk to called and was told my car was towed and to get it back had to pay $370 boy I tell you what a rip off this place is and when I was there waiting another car that was parked there was getting towed all because park space is not properly marked. Very unsatisfied with all this and will be searching all media to let the people that operate this parking facility that they are robbing customers. This is a very unprofessional parking facility never had any issues with any other I pay for parking I come back to my car I can understand giving a fine and of course it would be disputed but towing your car after you payed to park in this parking facility, not fear to customers. I paid $14 for parking and $370 for the towe I should be reimbursed all of it because of the way they operate this lot with no one to reach out to.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Due to the incoming weather of -15 degrees, I decided to reserve indoor parking at ****** Parking on 1/12/24 ($95): When I dropped my truck off, there were no warning lights on or any reason to believe my truck needed repair. I asked the valet if they were parking it in the indoor area and I was assured it was. When we returned on 1/15 there were limited shuttles, long lines and we took a cab for $50 to the offsite parking. When we arrived to receive my truck a valet went outside, came back and said my trucks battery was dead. (It should not have been outside). They grabbed a portable jump box, didn't ask my permission and proceeded to jump my truck. Upon return, they said it wouldn't turn and I could go out and see what was wrong with it. Paid 4 Toll Fees (Est $40) Several warning lights were on saying service power steering, etc. Truck would not turn. The valet went inside because it was too cold and no one offered an ****, rental car, etc while my kids were sleeping on the bench at 12:30am. They did nothing and could care less. We paid for an **** approx. $100. After several calls and attempts, I went back 2 days later and inspected my truck and had to have it towed ($142.50) after insurance. My mechanic has stated that the issues are directly caused by jumping my truck several times. Attached is documentation to support their analysis. Electric power steering and fuse were blown, along with water pump. All fluids had to be drained and resupplied. After several emails and calls to claims I received a message saying that it was "normal wear and tear for a truck of this age. 2014 *** ******* with under 70k miles on it. Never missed a service and zero warning lights on when left at the valet service. If I had parked on my own, I wouldn't make a claim. I didn't and the valet didn't do what I asked by storing my truck inside. It was stored outside against my direction and it froze, was jumped several times and blew a 125 amp electrical power steering fuse and module. I always park at the covered parking at the airport terminal, but knowing the weather forecast, I parked with the understanding it would be inside. I'm seeking full reimbursement and a refund for the stay.

  Customer Answer

  Date: 01/29/2024

  Added additional **** receipt and photos showing power steering fluid from blown electrical fuse caused by ****** used power jump box (non-authorized) This fully shows where the vehicle was parked as well (outside). The valet was specifically instructed (and assured me they would) to park the truck inside out of the cold / open air. This is the only reason I parked at ****** parking was to keep it indoors in a non-outdoor environment. I do not park here. Always at the uncovered airport parking garage. The reason I took my truck here was so that it was indoors during the cold snap. ****** assured me it would be indoors, was not and jumped my truck (several times and incorrectly) without authorization. They are 100% responsible from a valet standpoint. 

  Customer Answer

  Date: 01/29/2024

  I was notified last Friday after sending in my forms to the claims department once more by Chris (would not leave his last name) who was extremely rude to my wife and myself in regards to the claim. He tried to spin my words around to suggest that I wanted my truck parked outside. Again, due to the weather I paid for and requested my truck be parked inside. I have not parked at ****** for years and only did so due to the weather. To suggest that my truck failed due to it's age not good enough being it was parked in valet. 

  I would like to issue a formal complaint against this person for his comments, his inability to provide any customer service, and due to the fact that he had no desire to help a customer. He was going to show me and was extremely rude to myself and wife. He was trying to manipulate me into saying false information (likely recorded) to suggest I wanted my truck parked outside. This man should be relieved of duty and the department should have training on how to communicate with customers who pay and have their vehicles damaged from their company. 

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This business towed my vehicle illegally from an unmarked space (I have photographs) stating I was parked in a charging space, but there is no signage or charger in such space. They also insulted me on the phone several times and belittled me. Hey are Rude, illegal and money hungry criminals.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ProPark - did not valet our car. On the 22nd of December 2023 we trusted ProPark to valet our car at the ******** ********** ***** *** ********. ProPark did not valet our car, instead they illegally parked our car on a public road in a white zone for no less that 5 hours. During which time, the car was broken into, smashing the drivers front window. They informed us when we went to collect the car the next day 12/23/23. We filed a claims report, the hotel filed a police report, which was approved. We have received a response from Chistopher M***** ProPark claims manager saying that they are not taking responsibility or liability for the damages. Even tho, they did not provide the service of valeting the car, which resulted in our car being damaged.
  
  They are refusing without question to reimbues us.

  Customer Answer

  Date: 01/12/2024

  Hello. 
  

  we have now received correspondence from ProPark that they are going to reimburse us for the damages. Thank you for your assistance. We can cancel this complaint now. Thank you

• Initial Complaint

  Date:12/20/2023

  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.

  I parked my car at the *** ***** ***** which is under Pro Park. I had $25 stolen from my vehicle on 10/02/2023. I initially reached out to George who was said to be the Valet Manager. He emailed me a claim form. I completed the form and sent it back. I received a voicemail from Pro Park on 10/26/2023 from a woman named Ashley with a claim number *************** and stated my claim was being investigated. Today is 12/19/2023 I have since called Ashley and left voicemails 4 times with no reply. I have reached out to George between then and now who would constantly tell me he would look into it. Today I reached out to George and he states that Pro Park made a determination and sent me a notification in OCTOBER and that I should check my junk mail because sometimes the emails go to junk. I asked George why he didn’t tell me that the previous times I reached out to him, I also advised him that I have no emails from Pro Park. I expressed to George how terrible this entire experience has been & that I would be contacting his manager and the BBB to express my concerns. It is over 2 months after the initial incident occurred and I have yet to find out what the outcome was because George states it’s on Pro Park to tell me but I can’t reach anyone at Pro Park mean while the incident occurred while my vehicle was in position of the Valet he manages but has been of no assistance.

  Business Response

  Date: 01/03/2024

  We are aware of this
  insurance claim, and will have our Claims Manager contact you directly
  regarding this matter. If you would like to contact him directly, he can be
  reached at ###-###-####.  

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 at ****** ******* parking from 11/22/23 - 11/27/23.
  I have been charged 3 times for this 1 stay.
  ****** accepted my reservation through a 3rd party made on 11/13/23.
  I contacted ****** about the reservation to see if changes could be made, and ****** created a second charge on 11/15/23.
  After retrieving my vehicle on 11/27/23, the parking gate would not read/scan my reservation code, so I used the call button for assistance, as I was unable to leave the premises without resolving.
  The attendant at ****** Parking asked my name and the dates of my stay. Instead of looking up my reservation, she told me I'd have to pay at that time to open the gate.
  I assumed I could review my charges and contact ****** about being charged a second time.
  I have contacted ****** and shown them charges on my credit card. To date, they reply that it looks like these are all 3rd party charges. The uploads show ****** on 2 charges and the original 3rd party (way.com) reservation which they also accepted.
  I would like the ****** parking charges refunded since my one and only stay was covered in my original payment.

  Customer Answer

  Date: 12/05/2023

  Upon being told that I would report this to the BBB, ****** has communicated that the 11/27/23 charge was refunded, but I have not seen it on my credit card.

  They report it may take 5-7 business days.

  The 11/15/23 charge is being searched for by a supervisor.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for parking at canopy for travel on November 4th. I entered the parking lot at 630am and followed the sign as to where to park. When I turned left and proceeded to park my car hit a gaping hole and bent my control arm. This has caused me to have to repair and has cost me $400.00. There is a ton of review on ****** regarding the huge pot hots that can damage your car. I wish I would have seen them before parking there. This company has to take some accountability and also add signs to warn customers until the holes are filled. I would lake for them to pay for my repair.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 at a ProPark garage on Sept 6 2023, and when I picked up the car the driver's side door was damaged. ProPark left me a message from Ashley on 9/7 stating the claim was being investigated and they would provide a status update as soon as possible. They gave me the number ###-###-#### with claim number ******-***-****
  
  I have now called 5 times since that date and left messages with no return phone call and no follow up. I have received nothing in the mail. I have not heard back from anyone. 2 months later the investigation should be complete and an update should be available. At minimum a return phone call discussing my claim after 5 voice mails should have been received.