Complaints

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• Initial Complaint

  Date:05/16/2024

  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.

  I park with Pioneer Parking in my building. As a snowbird I leave with my car from December through April each year. Last year instead of pausing payment I listened to manager and the payments went through instead of cancelling for December and January while the car was physically in ******- In ********************* the garage manager asked for a check that he claims is for end of April but I have a credit from December which would have covered April since December was paid in full.- in my documents attached show car departure in mid December (I should have credited days from payment in November for December and car return in mid-April. (Image shared of garage manager ***** who received the car)- attached are the statements from November and December corresponding to the checks above - also attached are proof company deposited check in November for December and the deposited check in December which applies to January. (If I had been late there would be late fees - I am not charged late fees as I always pay early.)I am simply trying to realign payment and invoices but the company refuses to work with me.

  Business Response

  Date: 06/17/2024

  Please allow me to give you some background information.  At our ************************ location, we issue decals to our customers which are affixed to their windshield.  The decal identifies our customer, their car and they are identified by our staff as monthly customers.  These customers receive a bill each month.

  There is an exception to the decal.  If residents only come in one or two months or are in the process of selling their units, etc. we put them on a temporary tag.  If a customer is on a temporary tag, they see our garage manager at the beginning of each month, pay for that month of parking and our manager issues a tag with proper dates of expiration.

  To address Ms. ********* complaint about being a snowbird and leaving ******* for the winter and owed a refund, I would like to assure ******************** it is NOT our policy to keep customer funds.  We have many, many snowbird customers who all have decals on their windshields.  They contact us by telephone; ******************** has our office number as she has called numerous times in the past regarding her account, but she does not inform us when she leaves or returns.  She has our email to which she could let us know when she wants to leave and return but doesnt inform **.

  Our other snowbird customers let us know when they are leaving and returning to the garage.  We then deactivate their accounts.  When they come back to the garage, they notify us and we reinstate their accounts.  We have never had a problem with this.  As a matter of fact, if customers leave or deactivate their accounts and we receive payments from them, we mail their payments back to them with a letter.  We will continue to mail their payments back unless they instruct us to deposit it and they will have a credit on their account.

  This is where issues arose with ********************.  She had a decal on her car, however, unlike our other customers that have dialogue with us and notify us, her parking activity was getting very confusing for our staff.  Our staff is there to park and retrieve cars not to take attendance of when a car is there or not.  Our staff deals with many customers and they are not there to document if customers are not ********************** for one day or three days or if our customer was not there for a week.

  Our staff is not there to calculate if this customer was not there one day they get a credit of $6.25 or they were not there three days they get this credit of $25.00.  This is not a way to run a business, and it gets very confusing very fast and we dont do that.  The customers pay the monthly ********************** rate if they park one day or thirty days (or thirty one days depending on the month).  We keep an available space for them for the entire month no matter how many days they use the garage.  Its the same principal as monthly assessments, there are no prorations if you go on vacation or are sick in the hospital and not in the unit.  Same principal with monthly rent.

  Due to the fact that ******************** was in and out and her arrival and departures were getting very confusing for our garage manager and staff, the month of July, 2023, was the last month she was parking with a decal on her auto.  We said it would be easier and would eliminate any confusion for her to pay for the months she needed if we put her on a monthly temporary tag.

  Commencing August, 2023, she was put on a temporary tag which continued through December, 2023.  December, 2023, is the month ******************** is questioning.  Upon contacting our manager, it was confirmed that ******************** was parking in the garage in December, 2023, and ******************** admits she parked in the garage in December, 2023, in her complaint.  Please note, the online bill payment check for November, 2023, went to pay for November, 2023, parking and the online bill payment for December, 2023, paid for her December, 2023, parking at the garage.  We never received a payment for ******** 2024.

  In the complaint filed, ******************** included her personal check number 1331, which was for $160.00.  That check is not the monthly parking rate, but was to purchase coupons (another way to pay for daily parking) our manager issued to ******************** to pay for the end of April, 2024, parking.  **************** complaint she states, In ********************* the garage manager asked for a check that he claims is for the end of April.  With that check of 1331 which ******************** provided, this shows she purchased coupons to indeed pay for the end of April, 2024.  Now moving forward, it is June 14, 2024, she was in the garage all of May, 2024, and we receive an online bill payment check today which will need to be applied to her May, 2024, parking. 

  ******************** sends payments leading to confusion with the staff.  Please note, as a courtesy we are not giving her a late fee and she now owes for ***** 2024.  Another reason for payment confusion is that ******************** needs to see our manger with physical payment at the beginning of the month instead of mailing a check to our office that comes in several days later, and he will issue the temporary tag.  ******************** is sending payments via online bill payment and is not seeing our manager like all of our other customers do.

  We hope this clarifies what is going on with this customer.  We never want to escalate anything with our customers and we pride ourselves on wonderful customer service.  This is the first and only individual having such a problem with parking and paying.    

  ******************** currently owes for the month of ***** 2024, and we ask that she please see our Garage Manager at the beginning of each month to pay for that month and get a temporary parking tag while she needs our parking service provided.  As stated above, she mailed a check via online bill pay dated June 11, 2024, and she did not see our garage manager.  That payment will have to be applied to the month of May, 2024.  Where we are at now, she is behind a month with her payments and we need her to stop sending online payments, but please see our garage manager with payment.

  We also ask that she please call our office and/or email us to let us know her days or arrival/departure back to ********  We dont know else this customer is looking for besides getting some sort of credit when a credit is not due looking at all the facts.

  Please contact me regarding this matter if you have any questions.

  Very truly yours,

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

  Pioneer Parking, Inc.