ComplaintsforDesert Parking

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-8-2022 Rokerij for dinner and Integrity Valet parked my car. After dinner, when the valet brought up my car, there was a massive scuff and scratch on the passenger side. The valet attendant gave me the contact to file a claim.Claimed filed. I provided video of the car leaving my home from my security camera that showed there was no scuff marks or scratch on my car and provided the video we took while talking to the valet attendant that night. I spoke to the manager at the Rokerij and she took my information down and explained the valet company fired the attendant the night of the issue.***** from Integrity directed me to ProTech Detailing to have the scratch fixed.Pro Tech Detailing tried to fix the scratch but was not 100% successful. ******* from Pro Tech reached out to ***** an explained they got most of the scuff out, but they were not able to get the scratch out. ******* sent ***** pictures of the scratch. ******* stated ***** would be in contact with **** followed up with ***** for next steps and he explained he would reach out to their body shop for an estimate to fix the scratch ***** got back to me stating the body shop estimate was about a thousand dollars to fix the scratch. I did agree it was a lot to spend on a 2012 and suggested perhaps they just pay for my detail and we could call it even. ***** stated they did all they could do, it wasn't their fault and up until now, everything they did was out of good faith. Now that he found out the cost was going to be more, he is not accepting responsibility, I explained they can go ahead and fix the scratch completely.***** said they are not going to do any further work on the car.I have videos, photos and all the communication documented in my text messages. I don't see that this site accepts videos.

  

  Business response

  04/19/2023

  Firstly, his experience was with Desert Parking not Integrity Valet. Regarding calling the restaurant and receiving info about the termination of an employee, that is false. All staff working that evening are still employed and in good standing. 

  -  Our staff was surprised in that they didnt have any incident to report or notice anything out of the ordinary ********.
  -  Our Manager on Duty that day 12/9/22 (******) walked him through the claims form.
  -  ***** our GM called him on December 15th and 19th leaving voicemails. *** called on January 11th, 2023 saying he never received a call. Hed mistyped his phone number on the brief form.
  -  Even upon not hearing from him for almost a month, ***** our GM still took his concern seriously. He called our preferred mobile auto body vendor. ***** explained how upon diligently researching, we could not hypothetically recreate the damage (white paint from another vehicle rubbed against the side) without having a second vehicle with a claim to remedy.
  -  We still offered to assist. He seemed understanding, willing to accept our assistance as an act of goodwill only. This was done without acceptance of any negligence on our end since there was clearly a lack of evidence to support any wrongdoing.
  -  From there, it took him almost two months to schedule an appointment. On March 28th, we received before and after photos from the vendor in which the damage looked 90+% removed. The vendor had done a fantastic job and we have paid them. ***** looked at the option for him to have it repainted at his request in which it was approximately $1000.
  
  Were sorry he feels the way he does but are simply uncomfortable paying any more to remedy damage we did not create. Our patience, money spent, time and goodwill was not enough. We consider this case closed having gone above and beyond what our responsibility called for.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to **** Brewery in Arcadia off ************* on Sunday May 22nd 2022 and arrived at **** am. I dropped off my car, a model S Tesla for valet. I left at around 1 pm and when I retrieved my car there was a small scratch and dent on the rear driver side door. I brought it to there attention immediately. They argued that it wasnt them, but I am positive there was no scratch on that door when I dropped the car off. I spoke with the manager and filed a claim online. NO ONE has reached out to me yet regarding the claim. Dont bring a nice car around this valet or just Uber, thats my advice

  

  Business response

  06/16/2022

  OHSO Guest, Grey Tesla Model S
  
  The guest ***************************** valet parked his 2018 Grey Tesla Model S on Sunday, May 22nd with our staff at OHSO Arcadia arriving at 11:50a and departing at 1:15p. He hasnt accused Desert Parking of any wrong doing but expects the valet service to pay for a rear driver side door scratch he insists wasnt there before arriving. Hes unwilling to accept the reality that 1) it happened elsewhere and he first noticed it coming out of the restaurant or 2) if it did somehow happen there (weve researched and concluded its highly unlikely) that valet parking isnt involved whatsoever (zero negligence) unless it was caused directly by valet. His conduct towards our staff has been aggressive and demeaning. We declined his claim because there wasnt any evidence to support any incident. More in-depth details follow:
  
  Our Manager on Duty ****** received a phone call from **** one of our valets saying a guest is claiming we damaged his vehicle. ****** was 5 min away at another account so arrived at OHSO quickly. **** warned him the guest was not the nicest guy and that he wanted a solution right away. Upon arrival ****** asked the guest if the cameras recorded anything since Tesla has special security features. Guest stated he hadnt set this up yet. The vehicle is a 2018 model and we actually have a policy for Teslas. We park them asap and are extra cautious since they do things you dont instruct them to do like roll up all windows and self-lock if you leave the fob/car in the vehicle. The guests vehicle was actually parked extremely close. When the guest was asked how it was possible we could have made this scratch, he responded in a rude tone I dont know all I know is it wasnt there before. ****** explained the car to the east of his (right side) had been there before his and had no damage. He repeated the same rude response and ****** gave him the link to fill out an online form and told him to reach out Monday if he wanted to pursue further. He never called.
  
  Additionally, ****** our manager was the one who parked his car earlier when on his rov with zero incident. He mentioned the guests arrogance and entitlement made him feel like a spec of dirt. As a surgeon of oncology and urology at a local hospital that believes in evidence based medicine, per his online profile, we were surprised by his unprofessionalism and lack of logic considering the circumstance. This type of disrespectful treatment of service/hospitality workers is a major reason so many have left the industry. A healthy work environment and proper support for our staff is important to us. We train staff specifically for situations and guests that are extra challenging like this. Our staff remained composed and listened even though it was truly a bizarre situation thrown at them.
  
  Our General Manager ****** left a voicemail with the guest on 6/3/22 at 9:40a, emailed on 6/6/22 at 3:40p and the guest responded with a call back on 6/10/22 at 12:30p in which ****** spoke with him. ****** stated We simply need to have credible evidence of wrong doing, of being negligent in providing our duties as a valet parking service. Our duties are stated on each valet ticket and on the side of the valet podiums which are industry standard. When we receive calls like these, typically guests realize their issue likely happened in a parking lot elsewhere. All claims big or small come down to the question Was the valet parking service negligent in performing their duties that parks, retrieves, and locks vehicles while storing vehicular keys only. Did they do something outside of the scope of the agreement on the claim ticket guests receive? There is no bailment when valet parking your car anywhere, this is industry standard. Third party vandalism, Acts of God, etc are unfortunate but not the responsibility of a professional services company. There is zero care, custody or control. When the vehicle is parked and locked, there isnt a service being performed and therefore no liability being incurred. Had the claimant parked his own car there and upon departing noticed the **** that looks like a shopping cart swipe, it would have been the same situation as current. Its not ideal to handle a situation where someone distrusts your service and is making a direct complaint on the integrity of your staff, but we are in the business of ensuring our service is honest. It is our believe the **** was caused elsewhere and he just noticed it at this time.
  
  We understand the guest is unhappy about having property damage on their vehicle one way or another. We would be too. However, it isnt unreasonable to seek viable evidence of negligence and to decline fixing property when the information gathered doesnt support it. Valet parking companies, like many other services, arent guilty until proven innocent. Logically why would we jeopardize our reputation as well as a clients that weve worked at since their opening day many years ago. We have paid for and will continue to take care of any and all property damage due to our negligence, as extensive and expensive as it is.
  
  What we find especially unprofessional and concerning is the guests intent to publicly slander and attempt to sabotage a credible businesss reputation without valid reason based on facts. For the guest to encourage others to distrust and not support our well trained and trusted employees who have experience working that location in good standing is unfortunate. The use of a third-party accreditation Better Business Bureau plus ****** Reviews and Yelp to attempt to discredit a service with false information for potential leverage expecting a result is unethical in our minds.
  
  As a local, experienced, small business with a pristine reputation in a high-risk industry, we have experience handling claims. Almost 16 years in business with an honest, methodical and acute claims handling process, we looked carefully at the situation and with no evidence of performing the scratch to the vehicle have declined liability. There was no incident other than guests aggressive approach and accusatory remarks making a small scene at the restaurant.
  
  In review, the vehicle went directly to a spot upon arrival parked by a manager without incident. Neither car moved on both sides of the Tesla. The scratch the guest demands we pay for cannot be replicated, he cant uncover any potential evidence to warrant our negligence. Unfortunately some guests you cant make happy due to unrealistic expectations, this is one of those cases. Though we are sorry the guest feels the way they do about our company, we will continue to give our clients, guests, vendors and employees our very best and remain confident in our values and standards

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