Complaints

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• Initial Complaint

  Date:12/22/2023

  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 reserved a parking spot with this company for one month. I only used the service for half of the allotted time, and made sure to tell the hotel desk i was leaving with my car. My receipt says if my trip is CANCELLED to reach out within 48 hours. It says if it has changed, to just reach out with no timeline. I reached out 9/18, and my reservation was scheduled to be over 9/19. They are now telling me they will not refund me for the unused service even though no one told me there was ever a timeline of when to contact them for a changed itenerary.

  Business Response

  Date: 01/05/2024

  When customers make their reservations, they are sent
  multiple confirmation emails regarding the creation of their account, the payment
  processed, and all reservation  information
  they will need to know to receive their service and what to do if they need to
  modify or cancel their reservation. Also located on those emails is our company
  name with specific instructions on what services the customer service for the
  website provides (our company) versus what services the parking lot provides
  (the hotel) and who to call for what, meaning, it is indicated to the customer
  that both companies are separate from one another and demand different information
  to be communicated depending on the circumstance.
  
  Per the customers statement, once they returned back from
  their trip, they solely communicated with the hotel desk clerk that they were
  no longer utilizing the reservation and then left the premises, when our terms
  of service clearly states that our company directly has to be contacted
  regarding any changes to reservations, i.e. modifications to reservations when
  leaving early. It does not state that the hotel clerks can be notified and then
  they will relay the information to us because if that was part of our policy,
  we would have that information advertised.
  
  So as far as our company is concerned, we were not made
  aware of the customer’s departure the day of, which left us unable to verify
  with the parking lot that the vehicle had actually left that day. Unfortunately,
  we are unable to provide any compensation to a customer who contacts us the day
  before their reservation is scheduled to close out, claims they left 2 weeks
  prior, and then demands a refund for the unused time that we weren’t given the
  opportunity to verify accuracy. There are certain procedures that must be taken
  when modifications are requested to be made since our customer service
  department is not located on any of the hotel properties we are contracted
  with. If there were zero procedures on verifying if vehicles were still
  occupying these spaces, then every customer would be able to book their
  reservation for any time frame that suited them, receive their service in full,
  and then call the day before  their reservation
  ends demanding a modification and refund for as much time as they wanted, just
  to receive their money back. As a company, we cannot operate in this manner, so
  it is the responsibility of our customers to be proactive, read their receipts,
  understand how the service works and contact the appropriate parties when questions,
  concerns, or changes need to be addressed to satisfy their experience.
  
  We sincerely apologize for the frustrations this has
  caused our customer; however, we hope our reasoning came across clear and there’s
  an understanding of why our response stands.
  
  Thank you!