Complaints

This profile includes complaints for Ace Parking Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ace Parking Management Inc has 29 locations, listed below.

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  Ace Parking Management Inc

  645 Ash St San Diego, CA 92101-9493

• 

  Ace Parking

  11500 W Olympic Blvd Los Angeles, CA 90064-1524

• 

  Ace Parking

  210 E 3rd St Long Beach, CA 90802-3188

• 

  Ace Parking Management Inc

  1200 Prospect St La Jolla, CA 92037

• 

  Ace Parking Management Inc

  849 W Harbor Dr San Diego, CA 92101

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:05/16/2023

  Type:Billing 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 or about April 20 , 2023, I went to the Ace Parking website, paid the $6.95 price that was shown for an underground parking garage on Sunday, April 23, 2023 at *******************************************. This transaction is listed in my **************** statement. There was no restriction on the time at this parking garage. When I did drive to this parking garage, and tried to use the ** code to open the parking bar at the entrance, it did not accept this on the Ace parking video camera. I entered the cell phone number twice, and it opened. Upon exiting this same parking garage, I again showed the ** code to the Ace parking video camera, but it would not open the exiting bar. After repeated attempts, and with several vehicles behind my car also needing to exit, I had to use my credit card and was charged $35 to exit. My repeated emails to Ace Parking for a credit of $35 have never been answered. I am asking for BBB to notify Ace parking and credit me $35 that was more than the original cost that I paid and shown on the Ace Parking Voucher.

  Business Response

  Date: 05/19/2023

  On behalf of ACE, I apologize for us not responding to your earlier concerns.  After receiving the BBB notice, I investigated your claims and found that you had reached out to us previously regarding your situation and we failed to follow through.  Again, for this I apologize.

  As you can imagine, we did have a error in our online sales system that offered parking at the $6.95 rate.  However, that was our error and we should have honored the rate regardless of whether it was intended or not.  We never should have required an additional payment and when we discovered that we did charge you a second time, we should have immediately refunded you the extra $35 you paid.
  

  We have already initiated the refund for the 435.  Depending on how quickly your credit card recognizes it, you should be able to see the credit within two weeks.

   

  We again regret we did not handle things appropriately in your case.  We are working with our team on training for Service Recovery Opportunities and hope we can avoid a similar instance in the future.

  Thank you again for bringing this to our attention.  The refund is underway.

   

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

  President of Operations

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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.

  Company charged me for parking in front of **************** and meter was full it seems at 3pm as I could not see due to storm and damages fogged out meter steam was inside the meter and vision not good do To one bad eye ..

  Business Response

  Date: 02/13/2023

  Based on the information provided in the BBB notice sent to us, we have no way to investigate or make a determination on the customer's request. 

   

  We need to know which location the individual parked.  Also, we need to have the non-payment notice number and details issued to the customer.  (If a copy of it can be provided, that would be greatly appreciated.) 

   

  Once we have specifics of the incident, we will be more than happy to look into this situation.

   

  Sincerely,

   

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

  President of Operations

• Initial Complaint

  Date:01/20/2023

  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.

  I was charged 3 times for 1 parking session at ACE PARKING **** of ******* ** on Dec 28, 2022. Called all the phone numbers on my receipt and on their website, but could not dial through to solve the issue.

  Business Response

  Date: 01/22/2023

  We appreciate being contacted about this issue and are pleased to confirm that our site manager has been in touch with the customer and is already processing a refund.  Furthermore, we are looking to reprogram ****************** so that current contact information including phone number is printed on tickets so that other individuals do not encounter similar challenges in contacting a parking professional if support is needed.

   

  Thank you.

   

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

  President of Operations

  Customer Answer

  Date: 01/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/04/2022

  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.

  ACE Parking was the responsible party of an accident that occurred to my customer's vehicle. After the vehicle was released the customer came back with an issue that ACE would not address stating their policy is to not to honor any supplements after the vehicle is released. This is a such a deceptive claims practice. I suppose since they handle the claims directly, they are able to create their own rules. This however, is not how it would be handled in the insurance world. Due of the nature of the loss, occasionally a customer will notice something that *** not present itself while in the shop and come back. ACE would not entertain this request at all. I asked ACE for a copy of the policy to review it, but they were unable to provide me with such. Here is the info on the claim:*************************/Claim Number: *************** I spoke with Peneli Santonil who denied my request and said there is no supervisor to speak to regarding this. Peneli said it is just their policy not to honor any supplements after a vehicle has been released, and to have the customer turn it in under his own policy his company to subrogate ACE Parking. I asked to see a copy of the policy where it states that, but I was not provided that. As with any claim there can be things that go unnoticed until the owner has the car back in their possession, therefore it seems as though the "policy" exists simply as a way to deny accident related damage and get out of paying. I can assume that this isn't the first time it has happened, as in the insurance industry it is not uncommon and as long as it can be related to the loss it will be covered. This situation is unfortunate for the customer, who was not at fault for the loss in any way.I had sent the require info back to the BBB but it appears it never went through correctly.Thank You,****************** ******************* & Towing, LLC

  Business Response

  Date: 08/05/2022

  This is the second BBB filing for the same claim.  The previous claim #******** was responded to.  In fact, this morning I sent an email directly to the customer due to the fact that the ******************** system had closed out the incident.  Below is a copy of the email sent to ******************.

   

   

   

  ***** Gansert <***********************************> 10:57 AM (4 minutes ago)
  to **************************
  
  
  ******************,
  
  Wanted to follow-up directly with you after receiving the incident details from your recent BBB posting.  Unfortunately the BBB system does not provide a forum that allows back and forth conversations, thus I am reaching out to you directly.
  
  From the file information provided to me by our ****************** ACE did in fact cover the costs to repair the damage to your vehicle.  The report also noted that the electrical/tail light issue did not arise until roughly three months after the initial vehicle repair was completed.  
  
  For our purposes, that is much too long of a time gap to take responsibility for any issues related to the vehicle.  It was not as our Claims Manager relayed a standard policy where 'ACE takes no responsibility after a vehicle has been released from the service repair shop'.  But rather a length of time that had passed for us to unequivocally determine that the issue was a direct result of the damage.
  
  That is why we suggested you report this to your insurance company.  If your provider then felt this is something that ACE should be held responsible for, then they would attempt to subrogate the claim and additional repair costs to us.  
  
  I wish there was more we could do at this point.  But I did want to clarify that we do not arbitrarily take a position that once a vehicle has been released from a body/repair shop that we relinquish any responsibilities for it.
  
  Sincerely.
  
  
  *************************
  President of Operations
  ACE Parking
  645 **********
  *********, ** 92101
  T: ************
  

• Initial Complaint

  Date:08/01/2022

  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.

  ACE Parking was the responsible party of an accident that occurred to my customer's vehicle. After the vehicle was released the customer came back with an issue that ACE would not address stating their policy is to not to honor any supplements after the vehicle is released. This is a such a deceptive claims practice. I suppose since they handle the claims directly, they are able to create their own rules. This however, is not how it would be handled in the insurance world. Due of the nature of the loss, occasionally a customer will notice something that *** not present itself while in the shop and come back. ACE would not entertain this request at all. I asked ACE for a copy of the policy to review it, but they were unable to provide me with such.

  Business Response

  Date: 08/02/2022

  If we can be provided with the details of the incident, we are more than happy to look into this situation.  Unfortunately, without any information on where this occured, when this occured and with whom the initial complaint was lodged, it makes it extremely difficult for us to investivate.

   

  Please provide details and we will follow-up.

   

  Thank you.

   

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

  President of Operations

  Customer Answer

  Date: 08/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Here is the information requested by ACE Parking:

  *************************/Claim Number: ***************

  I spoke with Peneli Santonil who denied my request and said there is no supervisor to speak to regarding this. Peneli said it is just their policy not to honor any supplements after a vehicle has been released, and to have the customer turn it in under his own policy his company to subrogate  ACE Parking. I asked to see a copy of the policy where it states that, but I was not provided that. As with any claim there can be things that go unnoticed until the owner has the car back in their possession, therefore it seems as though the "policy" exists simply as a way to deny accident related damage and get out of paying.  I can assume that this isn't the first time it has happened, as in the insurance industry it is not uncommon and as long as it can be related to the loss it will be covered.  This situation is unfortunate for the customer, who was not at fault for the loss in any way. 

  
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:07/19/2022

  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.

  The Valet ace parking lost my keys and waiting 3 days to give me a call to fix problem, lost work because of their irresponsibility and lost lots of keys containing apartment keys mail keys

  Business Response

  Date: 07/19/2022

  ACE is unable to respond to this complaint without additional details.  Do not know what location this happened at; the date of the incident; anything else related to this claim.

   

  Unfortunately, with ACE operating roughly 100 valet operations in *******************, we cannot look into this claim without knowing where to begin our search.

   

  Please provide additional details so we can follow-up.

   

  Thank you.

   

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

  President of Operations

• Initial Complaint

  Date:06/10/2022

  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.

  SERVICE AT THE AIRPORT. DAMAGED MY CAR, AND DROVE IT FOR A TOTAL OF 6 MILES. TALKED WITH MANAGER, *************************, HE SAYS THE ***** LOT IS NO MORE THAN 1/2 MILE. TOLD ME I SHOULD OF INSPECTED MY CAR BERORE I DROVE OFF, AND REPORTED THE DAMAGE TO THE ***** PERSON. NO ONE WAS INSPECTING THERE CARS, IT WAS 8:20PM AT NIGHT. AND DO NOT USE THE *** TO TIP, THE ***** GUYS DON'T GET IT THROUGH THE ***

  Business Response

  Date: 06/14/2022

  We regret that your valet experience at ******************************* did not meet your expectations. 

   

  With respect to the issue with your contention that the vehicle was driven six miles while it was in the control of valet, could you please provide us with any details or back-up to support your claim.  We take this sort of thing extremely seriously and need something that we can use as a basis to dig into this allegation.  If you have photos or something recording your odometer prior to dropping off your vehicle and the reading when you picked it up, this will give us the ability to dig into this further.

   

  As to your concerns about the damage to your vehicle, unfortunately there is no means for us to verify that the damage occurred while the vehicle was in our control.  Since the vehicle was taken off property by you but damage not reported until the following day makes it impossible for us to determine if the damage occurred while the vehicle was in the control of the valets.  We regret that we are forced to take this position, but we simply are unable to take responsibility for something that was no longer in our possession.  If it would be helpful for your insurance carrier, we are more than happy to help process an 'incident report' that could be used to submit a claim with your insurance carrier.

   

  We apologize for the inconvenience resulting from this trip.  We would be happy to provide complimentary valet parking on a future visit, up to five days, as a small way to make up for our inability to do more for you.

   

  Sincerely,

   

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

  President of Operations