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Business Profile

Valet Service

VIP Valet Parking

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Valet Service.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 valet'd my car on 4/22/2023 for a wedding at the Westin Hotel in downtown Cleveland and the valet hit my car on the concrete pillar in the parking spot. I'm not even sure why they would even try to park a car here, I visited the spot myself and it's the tightest spot in the whole garage. I contacted the company multiple times to try to get my car repaired and haven't received a response from them. I even visited the valet again after the incident and no manager was available on site to talk to me. I'm just looking to get my car repaired. Even though this is very minor damage, it is still very visible and it is on a brand new car as well.

  • Initial Complaint

    Date:12/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hi, on Dec 17th, I was out to celebrate my birthday. I bought tickets to the caves game ($350) & had dinner ****** **** restaurant. I paid for Vip valet. After dinner got up for a sec to get the car. The gentleman running the shift Ethan said the manager wasn't in today, that my car would be coming shortly and that they were behind because the Browns and the Caves were playing, so traffic was crazy. He said the parking garage they keep the cars in is only 2 minutes away, but tonight it's a bit crazy. I told him that was fine, but I did have tickets to the game and would need to get there asap. I went back inside. I could tell he was overwhelmed. I came back a few times he said I hadn't forgotten you. A Vip valet worker came up to us with someone else's car key, I told him that's not my car. I sat patiently, but after 1.5 hours total of waiting, I started to really explain I was going to miss the whole game it was the end of the third quarter. Ethan then said he gave our keys to someone, and we should have had the car by now. Ethan had no idea who he gave our keys to. I asked was it a worker or a random person like they tried to give me someone else's key. Ethan said it was a worker. We started asking the workers where is our car? A worker searched his belt, loaded with keys and said is this your car key? I said yes, but where is the car? He said I have no idea there's a lot of cars out here. he then went to the garage and brought the car up. At this time, it was about 9:30 pm.I told Ethan I needed to speak to a manager we are going to miss the whole game due to Vip valet losing our car. I called the manager Ryan ******. He said, let me get the details, and He will call me Sunday I said ok. It took another 30 minutes to get from the ****** **** to rocket mortgage there's 5.49 minutes left in the game, we still needed to park. I sent the screenshot to Rodger, we missed the whole game. Rodger didn't call Sunday and won't answer calls or text messages or voicemails.

    Business Response

    Date: 12/29/2022

    Dear **** *******,

    We apologize for any inconvenience you may have experienced during your visit to Cleveland.

    As noted on the claim ticket there is no guarantee of a pick up time and there is no liability for consequential damages and many events can delay operation.

    The game is 2.5 hours long and it's your responsibility to calculate appropriate time to get to the game especially on the night when multiple events are happening in the city and traffic sits still.

    While VIP strives to maintain quick vehicle turn around as quickly as possible, we do not risk safety.

    We understand this is not the reply you wanted. However, we have no liability on this claim.

    That being said, if you send an email to our claims department at *********@valetcleveland.com with your full name and address as a business courtesy we will refund you the parking fees of $18.

    Sincerely,

    VIP Valet team.

VIP Valet Parking is NOT a BBB Accredited Business.

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