Complaints

This profile includes complaints for Lone Star Valet Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lone Star Valet Services

  14315 Inwood Rd Ste 105 Dallas, TX 75244-3943

• 

  Lone Star Valet Services

  1635 Sout Street Denver, CO 80202

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:06/08/2024

  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 May 12th 2024 at approximately 5:20pm. An employee of Lone Star Valet, ***************************, working at Restoration Hardware in ****/********* was driving a customer's car and T-boned my vehicle while trying to exit the valet lane. I was driving north bound in the alley and he did not stop at the intersection but instead proceeded to turn right. I have tried contacting the company and spoke with **** the risk manager. My insurance company as well as the other vehicle's company have all made attempts to reach Lone Star and file a claim with their insurance but they are refusing to respond. When I did speak to **** later that week he said the accident was not their fault. He is not an insurance adjuster and it not able to make that determination. I am requesting Lone Star Valet to contact me or my insurance company and take full responsibility for the accident caused by their employee or I will take legal action

  Business Response

  Date: 06/12/2024

  Good afternoon, 

  The information provided to me by our driver and witness was that our driver was at a complete stop when he was struck by **************** who at the last second made an attempt to avoid hitting him but was not able to.  
  

  My role for our company determines our position of liability and I do have rights to make the decision.  
  

  If ****************, her insurance carrier or an attorney have proof to show otherwise please provide that information and we will review and reply accordingly. 
  

  As of now all information provided to me indicates **************** was at fault.  

  Customer Answer

  Date: 06/13/2024

  I am rejecting this response because:   

  Their response is completely false.  There were no witnesses and the impact was to my vehicle which clearly shows my vehicle was the one that was struck.  Both my insurance company as well as the owners have stated the at fault party is the valet driver.  The person responding has not even seen pics of the damage.  

  
  

  Business Response

  Date: 06/13/2024

  I have provided the information we have.   Our staff took photos of both vehicles at the time of the incident and I have analyzed the collision as well.   We did have another staff member on duty that witnessed the accident.   All of my statements are true contrary to what you have stated.  
  

  The owners of the other vehicle and your insurance company were not present during the collision therefore they are stating an opinion.  
  

  Your insurance company is paid by you to have your vehicle repaired in such an event of dispute and if they feel we are at fault they can surrogate with us.  

  Customer Answer

  Date: 06/13/2024

  I am rejecting this response because:   
  All lies.  Your staff did not take pics of my vehicle.  The owner of the other vehicle took them.  There was absolutely no witness.  Immediately after the accident your driver left to get the owner who came out and I spoke with him and took pics.  Several minutes later the manager arrived and we exchanged contact information.

• Initial Complaint

  Date:03/04/2024

  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.

  3/2/2024, ********************************* in ****** **. I valet parked my car and had done this before with no issues. I ate lunch with a friend and when we were going home, they (Lone Star Valet) brought my car to me with my ignition key damaged and detached from the fob. The young man ****** was about to give me my broken key after he apologized, without telling me that there was option to file a claim. I requested a manager and the young man, ****** filled out the claim form, while the manager was on the way. The manager that came was ********************* who told me that ********************* would be in touch with me and he would make a decision on if he would repair/replace the key. I was asked if I had a spare key and unfortunately, I do not. I never have. However, when I arrived to the restaurant my key was working just fine, and then when I get ready to leave, my key is broken.

  Business Response

  Date: 03/05/2024

  Hello, 

  The customer has a 2007 Lexus with *******+ miles on it and the key broke.  As you can see in this Club Lexus forum this is a manufacturers issue and these types of keys break regularly due to poor design. 

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

  Operating a key, such as using a door handle to open the vehicle, is a necessary function of operating the vehicle when utilizing valet.   As stated in our disclaimer shown below we do not accept liability for mechanical failures such as this - 

  Under terms of LSV contract as is written on the Valet Parking Exit Check presented or text to you upon parking your vehicle e.g. Customer and company agree as follows: 
  [This is a license to park only, no bailment is created.  Customer agrees to use companys ********************** facility at customers sole risk.  Company expressly disclaims any responsibility, expressed or implied, to protect against the loss of or damage to customers vehicle or contents.  Company is not responsible for mechanical or electrical failure.  No employee or agent may enlarge companys liability in any manner.  ******** agrees to inspect car before leaving lot.  Customers claim of damage or loss must be reported and itemized on company form before car is removed from premises or customer shall waive such claim.  ******************** in this facility is an acceptance of the terms of this contract.]
  Under this provision, LSVs company cant accept liability for reasons stated above,as agreed.

   

  While I understand that the broken item is frustrating, it had many years/miles of use and has now failed.   I could recommend to go online and purchase just a new case and that will cost about $20.  

   

  This video shows how to replace the case at a low cost - *******************************************

   

  Thank you.