Complaints

This profile includes complaints for Towne Park Claims's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Towne Park Claims

  450 Plymouth Rd Ste 300 Plymouth Meeting, PA 19462-1644

• 

  Towne Park Claims

  555 E North Ln Ste 5020 Conshohocken, PA 19428-2233

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:12/20/2024

  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.

  My car was damaged while in Towne Park Valet service's possession in October. After almost 6 weeks of non-responsiveness to my emails and calls, I finally received approval to have my car repaired by their claims unit. When the car was repaired this week, the company and it's insurance agent are non-responsive and have not paid the shop the $1,700 owed by them. In order to retrieve my car from the shop, I had to pay the $1,700 and hope to work out the situation. As has been typical, the company is completely non-responsive to emails and phone calls. I am at risk of losing $1,700. I can provide additional details and communications upon request, but I have attached a summary of the issue and put my claim number in the account line box. Thank you for any help you can provide.

  Customer Answer

  Date: 01/23/2025

  After dozens of continued attempts, I threatened to take legal action if I did not hear from them by two weeks ago. They finally responded and told me I would be receiving my claim money. The last contact was one week ago and I still have not received confirmation it is on the way. I hope to hear soon. There have been promising signs, but it is still not resolved.

• Initial Complaint

  Date:11/17/2024

  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.

  On Tuesday, September 17, at 7:00 am, I dropped my car off via valet at the ************************* in *********, **, prior to a conference I was attending that day.When I returned to pick up my car at 4:35 pm, the seat was pushed all the way back and I could not reach the pedals. I attempted to move the lever forward (its a power seat), and the seat began to move side to side, but not forward.******* and ****, parking attendants, came back out with me to see if they could help. They also could not get the seat to move forward at all. Nor could ******* reach the pedals. The only way to drive the car was to push the seat upwards towards the roof to pitch the angle of the seat forward, instead of actually moving it parallel to the ground on its tracks as it should be.On Sept 27, I received an email that a claim had been received by the claims department, and a summary of the claim. It only had my name and phone number on it, along with vehicle info.There was no narrative of what had actually happened. No claims representative reached out to me to ask me any questions.On Oct 4, I received an email from Kaycee at Towne Park Claims, ************, denying my claim, stating that they had carefully reviewed all documentation and found they were not responsible for the ********* no time did the claims department reach out to me to investigate the claim, nor did they ever inspect the vehicle, so I am unsure what exactly they carefully reviewed to arrive at this decision.Towne Park suggested I file a claim with my own insurance, and after speaking with my agent,she stated that it would not be covered because: another fully insured party caused the damage, and, this scenario does not qualify as an accident so would not be covered anyway.I will be seeking legal redress in this matter and encourage others to FILE A COMPLAINT WITH YOUR STATE'S ATTY AS WELL AS THE PARKING AUTHORITY WHERE THIS HAPPENED TO YOU. THEY CAN DENY A LICENSE TO OPERATE.

  Business Response

  Date: 02/21/2025

  Hello, please note that we have responded to the claimant with a full and final release.

   

   

  Thank you for your attention to this matter.

• Initial Complaint

  Date:11/05/2024

  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.

  Visited the ************************* Parked rental car with valet. An hour later was called downstairs and informed my rental was parked in valet custody and hit by a guest who hit their gas instead of their break. I sat with the Towne Park rep A ******* for about 40 mins and was assured this happens often and the Ritz and Towne Park would take care of it. Somehow my claim was denied and I was told to go thru my insurance which I absolutely refuse to do. Not getting response from Towne Park and need help.

  Business Response

  Date: 01/06/2025

  

  Towne Park Claims
  **************************
  Plymouth Meeting, ** 19462
  **************

  January 6, 2025

  Greetings,

  Please find the response to  ID ******** below:

  We have carefully examined the circumstances surrounding this loss and have sufficient information at this time to make a proper decision regarding this claim. Please understand that our obligation is not to pay all claims but only those claims which are legally owed.

  After evaluation of the facts, we can only conclude that there is no evidence provided to prove without question that liability falls on our insured. The evidence does indicate that the loss was caused by a third party. Therefore, we must respectfully decline to make any payment to you on this claim.

  The most expedient course of action is for you to report this matter to your private passenger insurance carrier and provide them with a copy of our incident/claim report and the third-party information we have provided.

  Have a great day,

  Kaycee T
  Claims Analyst II
  ****************
  Towne Park Claims Department

• Initial Complaint

  Date:10/16/2024

  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.

  Facts: 10/5/2024 I used the valet parking service provided by towne park at the ************** in ******************* to park my vehicle while staying at the hotel. 10/6/24 I had my vehicle retrieved by the attendant and when they pulled it back in I noticed a fist sized dent in the quarter panel of my vehicle (picture provided) I confronted the employee who then got the on site manager to come handle the claim. When the manager came he verbally admitted that there was no claim of damage on the report they took when they parked my vehicle. 10/16/24 I received an email stating that they are not taking liability for the damage caused to my vehicle while in their parking facility. Personal statement: I take very good care and pride in my vehicle, I do not park it in places that can cause it damage. My vehicle had no damage to it when I brought it to the ************** and used their valet service. I believe it is bad business practice to not take accountability when damage is caused while someones property is in your facilities. I would like for them to take accountability and cover the cost of repairs for the damage they caused to my vehicle.

  Business Response

  Date: 01/24/2025

   After evaluation of the facts, we have concluded that there is no evidence or proof of any liability or indication of negligence on the part of Towne Park or its employees or agents. Therefore, we must respectfully decline to make any payment to you on this claim.
  
  The most expedient course of action is for you to report this matter to your private passenger insurance carrier and provide them a copy of our incident/claim report. If they disagree with our position they will subrogate against us and a final binding decision will be taken in arbitration.

  We regret any inconvenience this matter may have caused you.
  
  

  Customer Answer

  Date: 01/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22431683
  
  I am rejecting this response because: my vehicle was completely un damaged when I dropped it off to your employees, they verbally admitted to me that they take notes of any damage to the vehicle prior to parking it. When the employees and managers referred to the notes they took they concluded that the damage was done while the vehicle was under your companys care. This is 100% your fault and should be taken care of by your company. 
  
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/19/2024

  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.

  I am writing to file a complaint regarding damage to my vehicle that occurred while it was under the care of the valet service at the ******************************************* in *****************, **********, from June 7th to June 9th of this year. Upon retrieving my vehicle on June 9th, I discovered that two of my rims were severely scratched.I immediately contacted *************************, the Valet Manager, and provided a detailed report over the phone. **************** then connected me with the claims department. He informed me that my vehicle had been moved to a charging station without my consent and that there was no video evidence of the damage.Subsequently, Towne ****'s claim analyst, ************, responded to my complaint via email on June 26th, stating that they had no evidence to support my claim. This response was dismissive and unacceptable.My vehicle sustained damage while under the care of the valet service at the *******************************************. Additionally, moving my vehicle without my consent raises serious concerns and further supports my claim of damage.I request that the full cost of repairing the damaged rims be covered immediately.

  Business Response

  Date: 08/22/2024

  After evaluation of the facts, we have concluded that there is no evidence or proof of any liability or indication of negligence on the part of Towne Park or its employees or agents. Therefore, we must respectfully decline to make any payment to you on this claim.
  The most expedient course of action is for you to report this matter to your private passenger insurance carrier and provide them a copy of our incident/claim report. If they disagree with our position, they will subrogate against us, and a final binding decision will be taken in arbitration.

• Initial Complaint

  Date:05/03/2024

  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.

  Towne Park the Valet in my building Smashed my car on March 3, 2024. They have admitted it is 100% their error, but to date have not approved repairs and it has been 2 months. They have skirted the approval by keep sending in new appraisers but doing nothing with the appraisal. My car has not even started repairs which could take up to another 2 months. The repair estimatE is approximately $32,OOO. Kaycee T Claims Analyst II **************** Towne Park Claims Department and *********************************** The Area Manager make promises to fix but don't. Numerous email back and forth can be provided if necessary.They still were going to charge me for valet services even though they haven's fixed my car. A corrupt company

• Initial Complaint

  Date:12/22/2023

  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.

  I stayed at the ************************ in ******, ** from 11/28/23-11/29/23 and used their valet, who is owned and operated by Towne Park, to park my car due to the heavy amount of construction around the hotel property. Unfortunately, the valet driver must have driven my car through a concrete puddle either on the way to or from the valet lot because when I got my car home, we saw major concrete mixture splashed all over the passenger side of my vehicle. The reason this was not seen prior to leaving the hotel property was because when they pulled my car up to the front of the hotel for me to get into it, only the driver side of the vehicle was visible. I have requested videos from the hotel that show different angles to prove that my car came in with no concrete splatter and to show that it was there upon my car being returned to me, however, this has not been provided. Towne Park claim service is now refusing to validate my claim and are denying liability since I left the lot without seeing the concrete splatter. At no time was I prompted by the valet workers to inspect my vehicle before driving away. I will take ownership of the fact that I didn't do that on my own, but unfortunately was in a hurry and didn't even think there could potentially be an issue. After reading more bout this company, it sounds like this is common practice to deny payout or reimbursement on damage sustained while in the care of their contracted employees. I am seeking for Towne Park to make this right by offering me a full car detail to remove the remaining concrete that we can't get off or to send me a check so that I can secure these services on my own. This is unacceptable and either Towne ********** Services or the hotel needs to also provide the video requested so that we can see the condition my car was in when I pulled onto their lot and when it left.

  Business Response

  Date: 03/15/2024

  

  Towne Park Claims
  *************************************************************************************
  **************

  March 8, 2024

  Greetings,

  Please find Towne Park's response below:

  The first notice we had of this claim was after your vehicle had left the property and you did not report anything to our valet staff while the car was in our care, custody, and control.

  The most expedient course of action is for you to report this matter to your private passenger insurance carrier and provide them with a copy of our incident/claim report. If they disagree with our position they will subrogate against us and a final and binding decision will be taken in arbitration.

  Have a great day,

  Kaycee T
  Claims Analyst II
  ****************
  Towne Park Claims Department

• Initial Complaint

  Date:06/28/2023

  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.

  Hello,My name is *********************** and I would like to touch base with you regarding a claim that was submitted to you during the month of April 2023 with the claim number ***********. *************************** is the manager of Towne Park Valet parking in ****************Portland/Downtown and the person who let me know that the claim has already been submitted. What actually happened was a hit on our ***** ***** (Plate No ******) during our stay at the hotel above. We stayed at **************Portland/Downtown for two nights(Check in on April 8th, check out on April 10th) in room #***, Booking No. **********. You can find attached the Guest Claim Statement/Witness Statement that I filled out that day. I have tried to touch base with Valet Parking Manager *************************** but I haven't received any update except the one that I received a couple of weeks ago by text message, letting me know that he has already submitted my claim with the number *********** and that I would receive something from your claims department in my mail soon. I haven't received anything yet. I would really appreciate your help on that one. It would be great if I could have an update. It's been more than two months now, still waiting to receive a compensation for the damage to my car or a solution in order to fix it. Have a good day!***********************

  Business Response

  Date: 07/28/2023

  Thank you for the follow-up. We have a record that our liability decision was mailed on 4/24/23 and emailed on 7/13/23.
  
  We regret any inconvenience this matter may have caused you.
  
  The most expedient course of action is for you to report this matter to your private passenger insurance carrier, and provide them a copy of our liability decision. If they disagree with our position they will subrogate against us and a final binding decision will be taken in arbitration.

• Initial Complaint

  Date:05/02/2023

  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.

  Towne Park Claims refuses to pay for a damaged seat that their valet caused. I will be suing them and retaining a lawyer. I don’t care if it takes 10 years, they are going to pay for the seat their employee broke then tried to hit the piece he broke off. Thank you.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair 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.

  September 3, 2022, I paid $19.00 to the **************************** Hotel in *********, ** to have my car valet parked overnight. I was offered the choice of using a public parking garage 2 blocks away, parking on the street or using their valet parking service. The morning of September 4th, 2022, I was informed that my vehicle a 2017 **** Escape Titanium had been vandalized along with several other vehicles. My vehicle's catalytic converter had been cut off and stolen while in the valet parking lot, referred to as the Playhouse lot. I was informed by Towne Park location's account manager, ***************************, that my car would be taken care of, and he extended his sincere apology. I completed all the necessary paperwork, and a police report was filed with the **************** ************ I returned home to ****************, ** and immediately began a search for a professional mechanic to repair my vehicle. I had it repaired at Top ************************ on September the 6th, 2022. I did so because my insurance carrier informed me that an assessor would not be available for 2 weeks. This would have left me without a vehicle all due to the incident that happened while in the care of Towne Park's valet service. When I released the keys to my vehicle to the valet person, I was under the impression that some measure of security would be taken while my car was in their care. Towne Park sent me a claim denial from Candaice A, Claims Analyst II Towne Park Claims Department stating that they had No Responsibility at all for the theft of my catalytic converter. I was led to believe they shared some responsibility. I have proof of service by a licensed mechanic and would endeavor to be reimbursed for my cost to repair my vehicle. Please your assistance in resolving this claim would be greatly appreciated.