Complaints

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• Initial Complaint

  Date:11/21/2022

  Type:Product 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 rented a car because my car was in the shop. I informed a onsite manager that I would be parking my rental car in my assigned parking the car I borrowed was towed. The manager from the onsite stated that it would be no problem and when my car was towed I had to fork over $200.00 to retrieve then vehicle. I contacted this agency and was speaking to a manager where the owner of the vehicle was on a threeway call and he was upset when the manager or agent tried to pass blame. The owner of the vehicle was irrate which I transcript of the call and he was irate and may have used some profain words towards the agent on the line as the agent tried to pass blame for to me for the car being towed. This rental unit has many violations that I could have been reported them for, but I have been a happy camper until now. Also by his own mistake the rental unit issued me a temporary parking pass after my car was towed. I am requesting reimbursement of my money that I had to pay to get my car out of the impound.

  Business Response

  Date: 01/25/2023

  Good evening ***********************,
  
  
  Our office received a letter addressed to our director of operations *******************************. It briefly describes ***************** version of what happened on November 21, 2022. My name is ********************************** and I supervise the manager at ****************** located at ********************************************************************.
  
  Neither the property manager ****, nor I were notified by *********************** that she would be parking a rental vehicle within our property. Attached you will find a copy of our Parking Rules which clearly states that all vehicles must have a valid parking permit or they will be towed at vehicle owner's expense when the tow truck company randomly patrols. Furthermore, the notice lets the tenants know that it is their responsibility to contact myself to make the necessary adjustments. As you can see from the screenshot attached, the last message I received from ************* was on October 12th in regards to reassigning her to a different parking space away from the trash area, which was a completely separate matter. The morning of November 21st, the tow truck towed away a white ***** (Plate # 8ZUL779) from parking space 147 due to it not having a parking permit. Two days prior, this same vehicle had been parked in another tenant's parking space #***. Later that day the main office called me to let me know that the owner of such vehicle, which we later came to find out was *************, had called them because her rental vehicle had been towed. I immediately called the tenant and let her know what happened. Minutes later I stopped by her unit to provide her with a temporary parking permit as that was the first time I knew she had a rental. While talking to her, I pulled out my phone and showed her my conversation thread with her so she could see she didn't notify me. I asked her who she notified, but she didn't answer my question. As you can see, had she communicated with us, we would have promptly provided her with a temporary hang tag.
  
  Please let us know if there is anything we can do to assist further. Thank you for your time *******************
  
  See Attachment/File: Parking Rules Enforcement - Premier