ComplaintsforCurbStand

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a month and a half ago, one of the valet staff backed my car into the wall of the parking garage and didnt say anything. I then noticed when I came to my car significant damage to the trunk and rear bumper. I asked my building for security footage of the incident but they said it was in a blind spot that the cameras could not see. However they do have footage of the valet taking my car from me and driving by the camera where you can see there is no damage to my car yet. Luckily I have a Tesla that also records when people walk by your car called Sentry Mode. Minutes after my car was parked, someone walked by my car triggering the sentry mode camera to record, where you can visibly see the damage to the trunk and rear bumper of my car. I filed a claim through Curbstands claim form and was in contact with their claims manager. They denied liability since the incident itself wasnt captured on camera. After over a month of back and forth emails, I was finally in touch with ****, co-founder and CEO of the company. He reviewed the situation himself and also told me they wont be taking responsibility for this. For the record, this is actually the SECOND time this valet company has damaged one of my cars, as they damaged my last car as well and didnt say anything until they were forced to since my car wasnt drivable and couldnt bring it to me when I requested it (they broke the shifter and it was manual transmission). This damage will cost thousands of dollars to repair and they refuse to take responsibility for something they clearly did. Ive now had to drive my new car around with a misaligned trunk, huge dent, and multiple scratches for nearly 2 months since they are not taking responsibility.

  Business response

  08/15/2024

  Hi,

   

  As ******* states, we have had an incident with the customer previously. In that case, we were able to gather proof that this damage occurred and repaired the vehicle without hestience. This is the second claim ****************** files but upon reviewing this damage carefully, we cannot be held liable. Reasons below. 

   

  1. ****** have capacity of recording damage upon it occurring. ****************** does not have that damage footage. Instead, he only provides footage of his vehicle backing up. We have asked him to provide the actual recording of when this occurred and he has not done so. 

   

  2. The parking structure does not have the ability of causing this damage to the truck of his vehicle. the Structure of the building does not allow this damage to occure. 

   

  3. We had this damage reviewed by a third party ( the building management of where ****************** lives) and they also came to the conclusion that this damage is unable to be caused by us. Typically, the building management would push for their residents claim, but in this case, they have agreed with our company that this is not damage that could be possible given the structure. 

   

   

   

  Customer response

  08/18/2024

   
  Complaint: 22133255
  
  I am rejecting this response because:
  
  Your points are all baseless and incorrect.

  1. ****** can record accidents but are not 100% reliable to record everything that happens to your car. Unfortunately my car did not record the incident of your valet damaging it.

  2. There are numerous parking spaces in the building where this damage could have occurred. Such as a corner spot where the wall has a corner or one of the parking spaces that has a pipe running down the wall. I had a ***** authorized body shop look at my car and they told me the damage was definitely caused by a textured cement wall, exactly like all the walls in the buildings parking garage. To say the damage couldnt have been caused in the building is utterly incorrect.

  3. I sat down with the building managers and looked at the video footage in person with them, and they themselves told me this is plenty evidence to show that your company is liable. Im not sure why you say they are not pushing for my case when they literally agreed with me that the valet is at fault.

   

  I will not accept anything less than your company paying for the damages to my car as it was clearly caused by one of your employees.

  Sincerely,
  
  *****************************

  Business response

  08/19/2024

  we know where the vehicle was parked and It does not have a pipe that would cause this damage. Additionally, as the customer says, if this damage was caused by a cement wall, then the said pipe should not be of concern. As mentioned, we know where this vehicle was parked and neither a pipe or a textured wall would cause this incident. The building management has reviewed this footage and parking lot as well and have confirmed that we are not liable. 

   

  We hope you understand that without sufficient evidence we cannot cover your claim. 

  Customer response

  08/20/2024

   
  Complaint: 22133255
  
  I am rejecting this response because:
  

  The ************ does not pick sides in these matters, neither do they push for or against claims as stated to me by ***********************, the regional community manager for the **************** the company that owns the * Apartments. So to use them as a claim for your counter argument carries no weight. Secondly, I had a Tesla Authorized body shop, and they themselves, who have far more expertise in vehicle damage than you, told me this was caused by a textured cement wall, exactly like the one where my car was parked. Finally, as evident via the security footage, my car had no damage when the valet took my car from me around 8:13pm on June 28th. The valet then parked my car and within 10 minutes of it being parked, it suddenly had damage. During this time period, the valet was the only party in possession of my vehicle. You absolutely are liable. I don't know what other scenario you could possibly think of other than the valet backing my car into the wall, but at the end of the day, my car was damaged while in the valet's possession which makes your company 100% liable. Again, I WILL NOT accept anything other than your company paying for 100% of the damages to my car.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was incorrectly charged an amount for valet services by Curbstand that occurred on 02/03/2024. I attempted to settle this issue with a representative *********************************, who stated that I would receive a refund amount of $55.00 for the error but have yet to receive a refund. Furthermore, there was no receipt provided through the Curbstand at the date of the charges would like to receive a copy of the charges as well.

  Business response

  06/06/2024

  We do not collect the parking fee's for this location. While they did stay enough time to qualify for validated parking, They DID NOT validate. We cannot force the building to reimburse her given they didnt follow the procedure. We did not collect the money on our end and the building management said they will not refund since the charge is correct given they did not validate. 

   

   

  Customer response

  06/12/2024

  It has already been confirmed that the * Topanga did not have a validation requirement. The apartment manager, ******, stated that they do not handle payments and referred me to Curbstand. Since you are unable to refund to the original form of payment as requested. I would like my check mailed to **************************************

  Business response

  06/13/2024

  I'm not sure why this complaint has continued; 

   

  We have explained the following: 

  1. We are not the business that collects the parking fees. We are simply the parking operator. The building that collects the fee's says ******** was charged correctly because they did not validate. If they do not follow the validation requirements then the charge is correct. 

   

  Please help us close this case as its been ongoing and we do not have control on the refund. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/1/2022, CurbStand Valet damaged the bumper on my car. The damage was not noticed until the next morning. When I was able to contact CurbStand, they said because I left without reporting the damage, they are not responsible. But how am I expected to notice the damage to a bumper in the dark? Their 'contract' basically frees them from any liability and traps customers into this one sided contract. The customer is not made aware of their policy hence trapping customers and freeing themselves from any liability when damage occurs.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/19) */ Contact Name and Title: ***** ****** Support Contact Email: ******************* Our company policy is to cover claims when filed on the spot or when customer can provide solid video footage proof. In this case, ********* left our premies and came back a different day, to claim damage. We cannot be held liable for something that could have happened elsewhere, while the vehicle was no longer in our care. ********** does not have proof that we damaged her vehicle and is persistent that we cover her damaged, which we did not do. I told ********* that if she can provide video footage then we would be happy to ******* and *********** Below is our policy which is posted on our ****** at each valet stand.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This valet company backed another valeted car into mine while I was inside a restaurant. There were multiple witnesses and it was caught on camera. One of the witnesses took a piece of my car that had fallen off and brought it to me inside. I have the video evidence but I'm not sure how to submit to bbb. The company refuses to take accountability or pay for my vehicle to be repaired. I have reached out many times. I just want them to use their insurance and take care of the damage that they caused.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/24) */ We have have retrieved video footage from the location, where ********* claims our valet damaged her vehicle. There is no proof in the video footage captured that our company is at fault. That being the case, we spoke to ********* and will be handling the repair for her vehicle on our end. We have come to an agreement.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I parked my car valet on July **** at a restaurant in ********** and while I was waiting for my car to come back to the pick-up area their valet runner made an illegal turn from one side of the road ********** to quickly get to the ****** ******** another vehicle Long story short, after that, I never heard from them ever again and since July XX XXXX I have been trying to get a hold of these people and get their insurance ************ I ended up having to pay my deductible to my own insurance who has also hit a dead end in trying to reach these people. Back in ********* I managed to get the valet driver on the phone and I asked him why he was being so uncooperative with my insurance. He ********* ******** and said that "his boss specifically told him to not answer any phone calls from me or the other ********* He said he was afraid of ******* ***** because they gave him clear ************ I am requesting their insurance information and/or ************* for the damages to my car.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2021/10/28) */ Hello, I'm the *** of ********* and can attest that this statement is completely false. We deal with this every single day - an individual attempting to use a valet service's insurance to cover more damage than caused by the company - and I have attached screenshots that show we have in fact responded to the client and have been attempting to make the situation whole for her. Yes, we have accepted responsibility for the damages caused to her vehicle and have offered rental vehicles and repair, however she has demanded to go through our insurance carrier. As a company embedded in the high risk operation of vehicles, we have chosen to self-insure our operations as many other companies in our field choose to do. Thank you, ********************************* Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My insurance didn't need to be involved in the first place. The only parties that needed to be involved was the insurance of Curbstand and the other driver that was involved in the accident. I only had to involve my insurance once I realized there was no communication from Curbstand and I urgently needed my car fixed. I am attaching the cost of the damages caused that were paid by my insurance to the body shop. I have a right to request insurance information per California law. I am attaching evidence that shows I went months without hearing from them. My insurance reached out to their legal team and no one ever responded. I have also sent a letter certified mail and heard nothing in response. I have a right to demand insurance information, it seems to me as though they do not have insurance at all and this is why they are hesitant. They are claiming that they offered to pay for my damages however they never did. They have only recently started to respond to my emails once I filed a claim with BBB. They're trying to now turn the situation around and make it seem as though I was uncooperative and I'm trying to make money off the situation. However, the facts are that I never received responses to any of my emails asking for clear next steps of what they were going to resolve. There are Yelp reviews of dozens of patrons sharing similar experiences, in fact there is someone stating that Curbstand agreed to pay the customer back for the damages however they made the customer sign a waiver, and once that waiver was signed, they never heard back from Curbstand and they were never paid out. ****'s angle is that he offered to fix my car out of pocket instead of wanting to give insurance. However, there was no action taken in terms of them providing payment either. **** also claims that I'm barely reaching out now, months later, however it can be shown that during the time I gave up on trying to reach out to Curbstand, my insurance was trying to do it for me. I don't understand which parts of mystatement the CEO is claiming are false. It is true that 1) My car was in possession of a CurbStand employee on July 17, 2021 and my car was involved in an accident while they had my vehicle in their possession. Their employee was driving my car. 2) My damages were never paid to me 3) They never responded to the attemps to resolve the issue by neither by insurance nor myself. 3) They did not provide me insurance information 4) I have evidence from the driver who was working for Curbstand at the time who has consented and testified that his boss told him to not answer any phone calls from me nor my insurance. I parked my car valet on July 17th at a restaurant in Silverlake and while I was waiting for my car to come back to the pick-up area their valet runner made an illegal turn from one side of the road attempting to quickly get to the other, crashing another vehicle Long story short, after that, I never heard from them ever again and since July XX XXXX I have been trying to get a hold of these people and get their insurance information. I ended up having to pay my deductible to my own insurance who has also hit a dead end in trying to reach these people. Back in September I managed to get the valet driver on the phone and I asked him why he was being so uncooperative with my insurance. He responded candidly and said that "his boss specifically told him to not answer any phone calls from me or the other driver". He said he was afraid of getting fired because they gave him clear instruction. I am requesting their insurance information and/or reimbursement for the damages to my car. I have documentation for every one of my claims.

*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. ↩