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:09/12/2024

  Type:Customer Service 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 booked a room at **************** for 9-7-24 to 9-8-24. The hotel informed me via email that they did not offer parking but they recommended I used ********. This was my first time going to ** and I didn't want to risk anything so I decided to plan ahead and book a parking spot with ********. The process was simple and I was able to find a spot within walking distance of my hotel. When I arrived at my garage there was a woman in front of me who scanned her fab key to open the big door to get down into the garage. Once I got down there I saw the gate. I scanned my QR code provided to me by ******** and the gate opened. I then spent 15 minutes trying to figure out how to get out of the garage since the instructions were to walk up the ramp, however once the big doors closed you needed a fab key to open them, which I did not have. I then got buzzed in and went up an elevator and encountered security who accused me of following the lady in and not really paying for anything at all, even after I showed them the pass. After dealing with them I walked to my hotel and checked in.The next morning, Sunday 9-8-24, I walked down to the garage around 7:30 am to find both doors closed. I waited an hour and the doors still remained closed. I called ******** and explained to them my situation. After four hours of calling back and forth, and speaking to five different people I had given up hope. I received a text from PENN PARKING, the third party company that was supposed to "help me" and he was extremely rude and arrogant and told me that this was "certainly my fault." I have included screenshots of the texts for you to see yourself. So at this point I had to either check out of my room or book another night because I couldn't rely on anyone to actually help me. I booked a room and spent another night in **, 6-1/2 hours away from my home and missed an entire day's work. The person from PENN PARKING hung up on me, yelled at me, and never actually came to help.

  Business Response

  Date: 09/26/2024

  Hello,

  Why I do understand this customer had some confusion, Mr. ***** indeed parked in the wrong facility.  He also came in after the hours clearly stated on ******** website.  This is the reason why he was unable to walk up the ramp to exit.  I have read the texts that were exchanged between him and a staff member, but these messages occurred after he was extremely rude and verbally abusive on a phone call.  He used terms that I will not type here, but the language was not okay.  Additionally, when he went back to retrieve his vehicle, that specific garage was closed for that day.  He decided to tailgate a car into the garage the night before after hours, if that didn't happen, then this situation would have never happened.  Again, I understand some confusion, but the customer did not follow directions or timelines listed on Spothero, which created the situation.