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:12/12/2024

  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.

  I pay for monthly parking in the ********* parking lot as I work in the area. I was leaving the parking lot at the ************** on 2/13/2024 when the gate came down early while my truck was still underneath the gate. It caused damage to my taillight and tailgate (my truck was 1 year old at the time this happened). I filed a claim through their process immediately and sent photos with a description of what happened. Today is 12/12/2024 and I still have not heard back from them. I have called their phone number at least 10 separate times to get a hold of a claims specialist, they never pick up the phone. I have sent follow up emails and even left multiple messages with no reply whatsoever. I called their main phone line and voiced my concern with someone who does not deal with claims, they told me that the claims is a separate department and they have no communication with them. I am not sure what to do at this point other than continue to call and hope someone is actually there to handle a claim some day? This is completely unacceptable and they should be ashamed of this kind of service. If I wasn't required to park here for work I would not be giving them any business.

  Business Response

  Date: 12/13/2024

  Dear *****,

  
  Please accept our sincere apologies for the delay in responding to your claim for damages.

  We understand the inconvenience this may have caused, and we are committed to resolving this matter promptly.

  A member of our team will be in touch with you next week to gather the necessary information to initiate an incident report. This report is a crucial step in the claims process.

  
  Thank you for your patience and understanding.

  Sincerely,

  **** ****

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/26/2024

  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.

  On December 24, 2023 I parked my car at the ************* Parking Lot. The parking lot attendant escorted me to the lobby where I scanned my ticket and paid $40.00. He said i could go in and out without being stopped at the gate. I changed my mind about staying in Waikiki and decided to go home. When I exited the parking lot I scanned my parking ticket and got charged another $40.00. On Dec 28, I called the manager of Elite Parking. I spoke to *****************************. She said she would forward the matter to her manager. I did not receive any response. Finally, I called them on January 15th ****. I sent them the parking ticket stubs and a copy ofr a Bank Statement showing them I paid the two charges of $40.00. They wrote back I said their "team" couldn't review the matter without a receipt which the machine did not produce and so they washed their hands of the whole matter.

  Business Response

  Date: 01/26/2024

  Aloha ******,

  Please accept my sincerest apologies for your subpar experience at the ************* and delay with following up regarding the parking charge.  

  To resolve this issue we have credited your credit card in the amount of $40.  

   

  Mahalo,

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

• Initial Complaint

  Date:01/18/2024

  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.

  My wife and I had a very bad experience at the Elite Parking. First, we could find parking. Second, when we looked for elevators, the signs were not clear. Since it directed us to a door we went into it and was there, we could not turn back. All the doors from 5th floor till the exit were all close. This is definitely a fire safety code violation. We freaked out until we found the only door open - the exit door - at the first floor. If there is a fire in that building and you are in the middle of one of those doors, you may suffocate by the time you reach the door on the first floor. I will never visit that parking lot ever again. I plan on filing a complaint with the **************************

  Business Response

  Date: 01/30/2024

  Aloha ****************,

  Please accept my sincerest apologies for the unpleasant experience that you and your wife had at **********.  We will be sending a parking refund check to the below address.

  *************************
  2137 *****************
  ********, ** 96819

  From the picture you provided it looks like you were at *************?  And, possibly utilized the fire escape stairwell which would explain why the doors were locked from the outside once in the stairwell.  If you can provide this confirmation that this assumption is correct it would greatly help our reassessment of our signage and wayfinding.

  Once again, thank you for your time and input.  Truly apologize for your negative experience.

  Mahalo,

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

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The main concern is safety. People should know that if you mistakenly go to the elevators, you will not be able to come back out unless you walk down to the first floor. Having bad knees, this would not be an option for folks with worst issues if, for example are on the 7th floor.  I would re-visit any safety codes in the state to make sure they are in compliance.

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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.

  My family visited the beautiful island of Oahu in January 2023. We parked our rental car in a parking garage as directed by our hotel. The parking garage was managed by Elite Parking Services. We were to be charged $28 per night. After our trip, we realized that we had been overcharged by $280. We have tried repeatedly to contact Elite Parking Services. They initially said they would look into the matter and did credit us $28. They still owe us $252 and are no longer responding to our emails or calls. We are requesting someone contact them for us or tell us who else we should contact to get this matter settled. Thank you.

  Business Response

  Date: 04/06/2023

  
  Hi,
  
  *************** to this report ******** on the charge of $280.00 on this customer **** card. I have attached a spreadsheet of all the payments made from January 8 - 21. The largest amount that has been charged was $196.00 for two week parking. We don't have any charge that is for the amount of $280.00 on any **** credit card. $280.00 can only be made if this customer parks their car in this ********************** lot for 10 days. The daily maximum is $28.00 a day. Not sure why this customer is claiming that he has a one time charge of $280.00.
  
  If you have any questions please let me know.
  
  Thank you,
  
  *************************
  
  Elite Parking
  Area Manager
  

  
  

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19888639
  
  

  I am rejecting this response because we never stated we were charged $280 for one day. We parked in the garage on nine separate days in January. At $28 a day, this would have been a total of $252. Instead, we were charged a total of $532, which was $280 over what we should have been charged for those days. We requested a credit of $280, and we have received only $28 back.
  

  
  

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

  Business Response

  Date: 04/17/2023

  **************,

   

  Someone from our company will be reaching out to you to gather a little more information so we may reconcile our records with the hopes of resolving this matter amicably.

   

  Mahalo

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/14/2022

  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.

  An Incident concerning Elite Valet Parking at *************** the morning of October 14, Incident #**-**23. The incident was referred to their insurance agency, ****************** Services, ****** *****************************; 808 592-5011) which sent me a letter on October 25 denying my claim. They never responded to any of my phone calls or e-mails nor did Elite after my initial contact. Elite damaged my right front fender and would not take responsibility. I had had the car washed the day before, at the Union Station on *********, drove straight down ********* to my condo on the corner of Manuakea and parked. I check out the wash - there was no damage on my right front fender. The next morning I drove the few blocks up Vineyard to Queens and gave my car to the valet. When I pointed out the quite obvious damage, the showed me the slip on which they **** any existing damage and there were no ****s - they tried to make the point that there were a few minor dings and they were not ****ed - there would be expected on a 7 year old car and none reflected body damage. I went to file a complaint with the very professional supervisor and when I returned the valet had a tag filled out that showed several dings AND the damaged fender - that was not their original ticket which they produced and the fender was not damaged when I left it with them. This was a very obvious attempt to avoid responsibility for what they had done and it was obviously dishonest. Thank you for considering my complaint. ********************* *****

  Business Response

  Date: 11/25/2022

  Aloha ***************,

   

  We have received your complaint regarding damages to your vehicle and will conduct a follow up investigation to this claim.  A response to this email will be forthcoming. 

   

  Mahalo,

  Elite Parking

  Customer Answer

  Date: 12/07/2022

  Aloha!  I just spoke to a very helpful agent at the BBB.  My complaint had been closed because I did not respond to the BBB?s Nov and Dec 3 e-mails.  My apologies, I was looking for something from the BBB and missed "resolutions".  The first e-mail was the notification that my complaint. had been received - I had gotten that earlier from *************** The second was the message from Elite Parking saying that they would be in contact with me.  They have not been in contact with me with regard to my BBB complaint.  Nor have they or their ************** ************************* Services responded to numerous phone messages left at both Elite and *************************.  I would appreciate it if you would reopen the complaint. 
  
  Many Thanks,
  
  *********************
  

  
  

  Business Response

  Date: 12/12/2022

  Aloha ***************,

  We have reopened the investigation to your claim at Queens ********************** garage porte cochere the morning of October 14th,  and have confirmed that a damage check had been completed and damages were noted on the diagram, for which the right fender had been noted as the damaged area, and found no other evidence that the damage in question was caused by the operations by the Elite associate.

  Mahalo,

  Elite Parking Services