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:12/29/2022

  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.

  Our vehicle was parked at this facility during our vacation. The facility appears to sell a level of security to keep your vehicle safe while parked in their long term lot. When we returned from our trip we found that the catalytic converter had been stolen. Upon notifying the attendant of the theft, a report was taken. They still expected payment for us to leave the facility. We've since been advised that money will be refunded, although we've not seen evidence of that yet. The manager, *********************, advised that they accept no liability for any damages caused to my vehicle while it was in their lot and that despite the appearance of security, they're not selling security and they are in no way responsible for the vandalism or any expenses incurred as a result of the vandalism that occurred. I am now left waiting for a refund of the $105 I paid to park there and finding a way to pay the $1000 deductible for my insurance to cover the repairs. The facility also had no plans to make a report to the police regarding the criminal activity that occurred on there property. We had to call the police to report the crime ourselves.

  Business Response

  Date: 01/09/2023

  I was very sorry to hear about ***************** experience while parked. We have several measures in place to curb this activity with ****************, video, consistent patrolling after hours, private security and enclosed fencing throughout.With that said, parking lots such as FastPark are "park at your own risk" facilities. If we are negligent or directly responsible for any damage to vehicles, property, person, we will of course assume liability. But when someone else takes it upon themselves to commit a crime on our property, we do not assume liability for those actions. We will always cooperate fully with any investigation and/or apprehension of those people responsible.  We report each break in occurance to the local authoritized but are not able to file reports on behalf of customers themselves.

   

  Additionally, ***************** accrued parking charge of $105 was refunded as a customer service.

  Customer Answer

  Date: 01/09/2023

  Complaint: 18653044
  
  I am rejecting this response because:

   

  The business states it is a "park at your own risk" facility; however, gives all appearances of security (i.e. fenced property, manned gated access, roaming security car). It's a convenient loophole to sell the appearance of security but to take no liability for the failure to provide said security. Also, according to APD, the business did not report the criminal activity that occurred on their property. This appears to be negligent. Law enforcement cannot be expected to focus on areas of higher crime if they're not notified of said crimes. 
  
  Regards,
  
  ***********************