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:01/05/2025

  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 the morning of 11/29/2024, our car was taken out of the valet garage from VIP Valet, where they told me that our car had been broken into and our window was smashed in. Waited for over an hour for their manager to come, who had me fill out an incident report and they would “get back to me within 5 days.” And that they would “make it right” (basically saying they would pay for the window replacement). It has now been well over a month and they have not responded to the incident report, and they definitely have not reimbursed us for the cost of the window replacement AND they still charged $96 for the “valet fee.” These people are liars and crooks. We thought that their valet garage would be the safest place to leave our car at the hotel, but we were wrong. They lied and told me they would pay for the window replacement so I would go away. Zero follow up and absolutely HORRIFIC customer service. Someone broke into their secure garage and broke into our car, yet they have no care in the world for their customers.

• Initial Complaint

  Date:10/25/2024

  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 used VIP Valet Parking as the Valet parking service provider for my stay at the Crowne Plaza at Playhouse Square Cleveland, OH. I did not receive any type of agreement or information prior to them taking possession of my vehicle. I paid $49 plus the city parking tax for this service. Valet took my vehicle (2024 Wagoneer) to be parked on 10/17, on 10/18 when I requested my vehicle to be returned it was discovered that it had been vandalized. The VIP Parking employee informed us that my vehicle had been involved in an attempted break-in. Two passenger windows were broken, one of the window frames and one of the tire rims were all damaged. We immediately requested to speak to a managed and that the police be called. The staff said that both were on their way. After waiting for close to an hour a "manager" showed up and took pictures of my vehicle and had me fill out a Damage Claim form. Instructing me to send the form to the email on the bottom and that in 2 business days someone would be in contact and that the company would cover all of the damage. I inquired about the police and he said that we could call them if I wanted to but it would take several hours for them to arrive and would not help my claim be processed faster. 5 days after and several phone calls, I received an email with an attached letter stating that VIP Valet is not liable for any damage done to my vehicle and that I need to contact my insurance to cover the damages.

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 visited Cleveland and stayed in the Hampton Cleveland Inn Downtown. I employed the use of VIP Valet services at the recommendation of the front desk. They suggested other parking wasn’t safe to leave my car. I arrived August 20/24, checked out August 23/24. When my car was returned (I asked the attendant if he was old enough to drive) I inspected the car for side body damage and checked my rims for damage. When I returned to my home in Canada and was cleaning the car, I noticed the front spoiler was punched up under the front bumper. The spoiler and splash shield behind were both damaged. I contacted the hotel GM to ask for compensation and he directed me to the Valet service. After contacting Mr Ryan Haught of VIP Valet Services he directed me to the claims department and on September 9/24, I submitted a claim for replacement parts only (I advised I would affect repairs myself) I have been run around for over a month. They ignore my phone calls, messages and emails. I have submitted my claim twice and they still won’t even acknowledge receipt of same. This is bad business and there are many similar complaints on line of the same issue. I am a seventy year old and this car is my pride and joy that has now been marred by their service. They claim they have highly trained professionals, non of the workers are old enough to be highly trained. I am a retired firefighter Captain and a trained driving examiner and accident investigator for a large fire department and they should be liable for the damage they caused. I can see they aren’t what they advertise on their website.

  Business Response

  Date: 11/04/2024

  Dear BBB,

  
  We are writing in response to the complaint filed by ***** ** ***** regarding his use of valet parking services from August 20, 2024, at 6:30 PM until August 23, 2024, at 10:03 PM. Mr. ***** accepted the terms of service, including our Limit of Liability language.

  
  Upon retrieving his vehicle on the morning of August 23, Mr. ***** conducted a thorough inspection and left our premises without expressing any concerns.

  It was only after arriving at his destination in another country that he noticed very minor damage to the lower chin spoiler at the front right corner under the bumper. We understand that Mr. ***** has repeatedly contacted our claims department regarding this matter. However, we believe that we have fulfilled our obligations and that there is no moral or legal basis for us to cover the alleged damage.

  We regret that Mr. ***** feels compelled to use the threat of a BBB complaint as leverage against our business. We have conducted a thorough investigation into his claim, the findings of which were communicated to him via email and mail.

  
  We respectfully request the removal of this complaint from our record.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  Sir or Madam

  VIP repeatedly ignored my phone calls and emails for three weeks. I stated that I had done a “quick walk around” the vehicle, before accepting the car, looking for obvious damage to wheels and scratches to panels. I couldn’t have noticed this damage until I got down on my hands and knees cleaning the car the day after my return home. I received no replies from hotel or Valet services until I posted a review on Google and Trip Advisor to let people know what they might expect from this service. Then and only then after pressure from the hotel manager did they reach out to me.

  I have continued to be ignored and I have kept a detail documentation of phone calls and emails to prove just that fact. I have investigated the damage and upon doing so I have found it is more extensive than first inspection. I now intend to take the car to professionals and have a detailed quote prepared to assess exact costs. This time it will cost more as I had agreed to buy the least expensive replacement parts and perform the work myself. The front cowling is also damaged which requires replacement (picture) as all drew holes in the front have been torn away. This will also have to paineted and colour matched to bring the car back to the way it was. 
  i am deeply disappointed in this company and I am offended that they question my integrity. They advertise “highly trained professionals”, these employees were all young people, not old enough to be “highly trained”. 
  I am a career fire captain and know what highly trained entails. I was also a driver trainer for years with my department and a trained accident investigator. I am now retired and they have damaged my prized car that I purchased for my retirement years.

   

  sincerely, 

  ***** *****

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

  
  
  
   

• Initial Complaint

  Date:07/09/2024

  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 May 18th, my wife and I were staying at the Crowne Plaza Cleveland. A hotel that is a client of VIP Valet Cleveland. To park at this hotel using VIP Valet is your only option. When we went to check out we were left to stand around for over 2 hours without any answer as what was taking so long to retrieve our vehicle. The keys to our vehicle were missing and subsequently so was my car. After the shock of the incident sunk in and talking with Cleveland PD it turned out that another car was stolen that night and another was broken into. We were approached by a VIP Valet employee to fill out a claims report. We were told that our expenses related to getting us home would be reimbursed. The Claim report specifies that the claim will take 5 business days to process
  
  Here we are almost 8 weeks later and I have only been able to get ahold of VIP Valet on the phone twice. Each time I was told that my case would be escalated and to expect someone to reach out to me within a few days. Lies. Today after trying to contact them again, I was contacted via email and given a cease and desist by both VIP Valet and their legal representation.
  
  If VIP Valet had no intention of reimbursing my costs the why have me fill out a claims form? Why give someone false hope? Why then string someone along for two months just to say don't contact me. This has been the single most unprofessional experience I have ever had. Don't stay anywhere that uses this company, They will not take care of your vehicle.

• Initial Complaint

  Date:07/05/2024

  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.

  Purchased unlimited in and out valet parking via holiday express. VIP parking was the company that parks their customers. Apparently there was an issue with the metropolis parking ramps and they billed me for not paying at their ramp. VIP emailed me after my complaint and said DO NOT PAY and that they would take care of it. The violation is from 4/4- the reply for VIP is from May. The fine remains unpaid and I am receiving dunning letters. I want them to pay metropolis as they promised via email.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 left my car in the care of this valet company. They parked my car in a parking lot where the left passenger window was broken. Instead of compensating me for that damage, they're claiming that they're not liable. I would like them to cover the costs of the damage to my vehicle.

  Business Response

  Date: 05/01/2024

  Response taken over the phone by BBB Staff

  The customer needs to contact their insurance company regarding the break in. We are not liable for this.

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  VIP Valet is denying liability for parking my vehicle in an unsafe parking lot.  They were clearly negligent in doing so.  I've asked VIP Valet to provide me with whatever policy or agreement they have supporting their claim that they aren't liable, and they haven't been able to produce it for me.  They have not provided any Ohio law supporting their claim either.  Regardless of the outcome, I will be submitting a complaint to the Ohio Attorney General's office.  I've read online reviews of VIP Valet, and vehicles in their possession seem to be damaged frequently and they refuse to compensate their victims.  One of VIP Valet's employees indicated that this is also a common occurrence. 
  
  
  

  
  
  Regards,
  
  
  
  ********* ****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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 with vip valet at house of creole in Cleveland. I gave Tylr the keys to park my vehicle when I asked him to get my vehicle from the garage he brought it back and stated that he hit a pole pulling out of garage. I filed a police report along with the incident report completed by via valet. they told me to give them 5 business days. I have done so via email submitted the claim over to them no response I call and leave voicemails no response.

• Initial Complaint

  Date:03/30/2024

  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 used valet parking provided by ****** ***** Hotel giving them my vehicle on 3-23 and checking out on 3-24.
  
  My vehicle was returned to me with a broken passenger door window, damaged panel along window, scratches/scuffs down my passenger side. Triston informed there had been several attempts to break into vehicles. I filed out a form which is attached. My vehicle is not legally able to be driven in the state of PA. I drove my vehicle home and had zero communication from valet service after submitting my claim. I made several attempts and was harshly disconnected and slandered on the phone when I made daily calls for an update. Hotel manager gave me Ryan ******* number who is the COO of this company. He would not return my phone calls. I made attempts to find out the business address and was ignored.
  
  As I looked through the reviews of their company. This is a very common problem. The employees damage the cars and when this happens they cover it as it was burglary attempts. This makes sense because the scuffs on the side of my truck made no sense it was part of a burglary attempt. The Valet driver hit something with my F-350 crew cab long bed as it is a bigger vehicle than they are use to. They work with the ****** Parking garage to conceal and not release any surveillance.
  
  After 5pm on Friday I received the standard letter they send to anyone whose car is damaged the denial of their claim. This never went through their insurance. This is simply a company that has never been held to standards that other service companies have to hold.
  
  I am seeking my vehicle repairs be covered by VIP Valet / Valet Cleveland
  
  There were 6 other vehicles that day that were damaged and I presume VIP Cleveland bared no liability to them either.

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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.

  My wife and I had an anniversary dinner on Feb. 28, 2024 at The ****** **** in Cleveland, OH.
  
  We arrived at 8:15 pm and used the valet service.
  
  At approximately 10:45pm we approached the valet stand. I was asked if we had a BMW; we answered "No".
  We waited as other guests retrieved their cars. We were then told that they could not find my key.
  Someone took a report, called us an Uber so we could get the spare key from our house and then go back to get our car. By this time it's 1 am.
  The "claim report" is deceptive, and I don't believe it goes anywhere until the "claimant" emails the company.
  Waiting for the company's response (which is likely to be unsatisfactory.) It seems we were lucky as the car was not wrecked or broken into as other reviews have stated.

  Business Response

  Date: 03/12/2024

  Business responded over the phone to BBB Staff

   

  The key was located and delivered to him. He thanked us and we sent a courtesy card to him.

• Initial Complaint

  Date:10/16/2023

  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.

  This Valet company on 10/14/2023 caused signifcant damage to my car. The Valet attendent blew out the side wall to my front and rear tire and caused body damage to both front and rear passenger doors. They offered no assitance in this matter. They refused to give me a copy of incident report they refused to give me insurance information. The manager on site Andres W*** refused to give me information about my vehicle until I called Cleveland police and it was then and only then he gave me the key to my vehicle and showed me where it was located. Once police arrived on scene he still offered no assistance, no tow, no assitance getting home, not anything. I would never suggest anyone use this company This is the worst experience I have had with a company. My wife and I along with my family were left stranded dowtown Cleveland at midnight trying to find a way home. If I could rate them in the negative I would. The next day I paid a tow company over $200 for a tow to remove my car from lot as it was not drivable.

  Business Response

  Date: 10/27/2023

  Response taken over the phone by BBB Staff

   

  This matter was already submitted to the insurance company.