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:02/14/2024

  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.

  Air Marino Airport Parking LLC is a 3rd party valet parking lot for the Pittsburgh International Airport. It is located roughly a 5 minute van ride from curbside check-in sites. It is cheaper than parking at airport, plus since it is valet you do not return to a cold car after your trip. You simply call them upon your return when you have gathered your checked baggage and they pull your car around to to the front of their lot and send a shuttle to get you.
  
  I have been a customer of theirs for nearly a decade with nothing but good experiences. However, my latest trip did not go smoothly. Upon my return, I ordered the shuttle to the lot and loaded up my car and paid/tipped as usual. However, when I sat in my driver seat I realized I could not shift the car into gear because the electronic shifting mechanism required to do so had been damaged and it was no longer functional. When I returned inside the office trailer to ask the employee about the vehicle he became belligerent and claimed the issue was pre-existing and told me i had to tow the vehicle. Police report was filed, vehicle repaired. I attempted to drop this information off with a manger, however they refused to take it, and told me to proceed through the courts.
  
  Bottom line: the vehicle drove normally to AirMarino, the manager who parked it on 1/29/2024 said it drove normally, the employee who drove it on 2/2/2024 had issues, attempted to conceal them and then blamed me despite a manager driving the vehicle a few days prior without incident. All codes and errors on the vehicle appeared at a specific milage point that is the same milage the dealer recorded. It was un-drivable upon my return, and the codes show that there was no issue prior to that milage, 60,872. At that point 8 engine codes registered. The most recent previous code was for tire pressure, and there had never been a code for gearbox or transmission. The tech at the dealership said the gears were sheered by user error and made un-drivable.

  Business Response

  Date: 03/14/2024

  March 5, 2024 
  To Whom It May Concern: 

  
  Regarding a recent, and our first ever through the BBB, complaint from ******** ***** ** ********* on February 14, 2024. 
  Air Marino Airport Parking is a valet parking facility. Upon arrival, customers are transported to the airport in an Air Marino shuttle bus by one of our drivers and their vehicles are parked in one of our open parking spaces by one of our attendants. Upon their return, the shuttle is dispatched for customer pick up and their vehicle is retrieved and staged with the engine running for customer convenience. 

  
  Following this standard procedure, *** **** entered our facility in his 2012 Silver Jaguar XJL and was parked on January 29, 2024. He returned and found his vehicle retrieved, staged and running on February 2, 2024. 

  
  Had we caused the issue being claimed by *** ****, we would not have been able to retrieve and stage his vehicle for we would not have been able to move it. 
  Note that, at *** ****'s request, the Findlay Township police were summoned and the attending officer concluded that, in his opinion, our attendant was not responsible for that specific damage. 
  Finally, and for obvious reasons, we cannot and do not assume responsibility for mechanical issues regarding customer vehicles. A disclaimer stating this is noted on all claim checks and issued to all customers up on check-in. 

  Sincerely, 
  

  C. Joseph M***** 
  Managing Partner 
  Air Marino Airport Parking, LLC 
  

  
  

  
  

  Customer Answer

  Date: 03/18/2024

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

   

   I do not accept their shirking liability. I drove the car to the lot. First parking attendant was a manager. He said the car drove and parked fine with no issues. Second valet employee had only been at job less than one week. He staged car for my return. When I paid and returned to my vehicle, it would not shift into gear. I asked employee if he had issues and he said he had trouble shifting it until he ultimately shut it down while in gear and then cranked it again and left it. Dealership said that the gearbox had clearly been damaged due to forces against it/user error on a gearbox the individual clearly hadn’t encountered before by his own admission. 

  I will continue the process of filing the claim through the courts this week.