ComplaintsforPro Park

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 5/10 I checked into a hotel whom uses Propark valet services. I checked in overnight. There was no valet attendant present the entire time we unloaded the car. I handed my keys over to the front desk associate. I asked if I’d receive a ticket and he replied yes through text. That evening when I requested my vehicle, as I was getting in I noticed damage to the driver door trim. The valet attendant was gone and as I was running late for a reservation, I took a photo of the damage and figured I’d address it when I returned. That night I returned and explained to the valet and front desk manager. They filed a claim. They got the valet manager on the phone to speak with me. The next day the hotel manager and area manager assured me they would stay in contact until this was resolved. Three days later I received an email and call from Jaritza to confirm my contact information and claim number. I asked what the timeline would be and she said within a week I’d have a resolution. Fast forward almost three weeks and I’ve wasted the entire day back and forth with these people. They have denied my claim stating I left the premise before reporting damage. I was given nothing to sign with any rules or terms and conditions. They state I called to report damaged. Which is false. I was there in person. They have not provided any proof of photos or a checkin sheet when my car was taken in. Not to mention my car was being driven around that night and I had to go down to the lobby at 3am to ask why my car wasn’t parked in the garage yet. Christopher the director of claims has zero care or customer service skills and refuses to escalate or provide me with contact info of a higher up after asking several times. Very unprofessional company. Unacceptable. My car is brand new, I had it a week before arriving there so I know the damage was not there. This is not a conspiracy to scam them out of a couple hundred dollar repair when I have an $80k car. They are taking zero responsibility.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We looked online to verify that our car keys would be available 24 hours before valet parking our car for a graduation ceremony and we have been standing in a cold dark parking lot for over an hour looking for the person that has our keys. The cops have checked every propark lot, we’ve called every number, we’ve filled out every “contact us” form. They were great at taking our car, ***** at giving it back.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  April 16 at 0958 I entered the parking garage at ** ********* ****** ****** which services ****** *** ********* at ** ********* ******* It took 13 minutes to find parking (patient parking was all taken by residents of **********.) We made it into the building at 1014. My father’s surgery was around two and a half hours. Atround 1245 I got our parking ticket validated, my father used the restroom and got in the car to leave. We reached the gate at 1300. The ticket to leave was scanned at 1301. Our ticket was timestamped for 0958, the machine wanted us to pay $49.99. We asked an attendant if they could make exception because we were only 2-3 minutes past. There was a time difference between my device and the machine. We were informed since we were over 3 hours we had to pay and there was nothing they could do. My father is 69 years old, and cannot see because he just came from eye surgery. I am three months pregnant with twins. We are a little slower than we would like. We asked to please make an exception and our parking was validated. We were told to pay 49.99 ***** *** or credit card. I do not have a debit or credit card and my father left his wallet at home. We only had cash and were then charged a $20 cash convenience fee. We had to pay $69.99 for 3 extra minutes of parking. I cannot get over that Pro Park would implement such a policy. No where do they mention it on their website. Every situation is different and I think our situation was indeed exploited for monetary gain. It was insulting to look at their website and see them brag about having compassion and empathy when they threatened to tow me if I couldn’t pay the almost $70. It was either give them all of the money we had on us or get my car towed (69 year old man who cant see 3 month pregnant with twins daughter and a dog). I would like a price adjustment to be far and correspond to the 3 minutes for parking and not for three hours and three minutes because our first 3 hours should have been free

  Customer response

  04/18/2024

  Hello the date was incorrect this happened yesterday April 17, 2024. I apologize for not catching my error.
  

  I would like to clarify a few details for the company. I didn’t have adequate space in the complaint.
  -I  waited at the gate starting at 1301 until we were permitted to leave. The attendant asked for me to reverse back into the lot until the manager came. I did not comply with this request that was why the threat to be towed was stated by the male attendant.

  -The female attendant did try to negotiate with us. She offered to charge us for up for 3 hours. I think this was maybe in the $30-40 ish range. We were also told that if just paid with them (the attendants it would be cheaper but since we wanted the manager it was $10 more (3+ hours). Then when we said we didn’t have a card we were told we had to pay and additional $20 to pay in cash.

  There was signage when you enter, however any reasonable person could not have expected to be charged for three minutes past validation given our circumstances. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  As we checked out of this hotel, the valet brought our car up in the pouring rain and parked it out in the open where we got soaked getting into it. We left in a rush and when we got home we found significant damage on our previously spotless and garage kept brand new car. ******** referred us to some shoddy third party company called propark (who they contract with to park your car). They promptly denied our claim and never sent a letter or called us to notify us of the denial. I only discovered that the claim had been denied after contacting the ******** weeks later. This company is not trustworthy, honest or professional with guest’s vehicles. I witnessed them recklessly whipping vehicles around a parking garage and speeding around city streets. I complained to an executive assistant at ******** named Kendra who was very unhelpful and took precisely zero responsibility or accountability for the damage. She refused to follow through with a phone call as she had previously promised and would only communicate by email. She “encouraged” me to file a claim with my own insurance - I was actually very shocked and surprised and the total lack of customer service from a “high end” expensive luxury hotel like this. The whole experience from start to finish was substandard. The people who work at this property and more importantly those who manage them need training and education.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Name: ********* ***** Auza Address: *** ************ *** ********** *** ***** Invoice Number: 1046 Call Number: ******** Stock Number: Date/Time Impounded: 4/7/24 10:30 pm Date Released: 4/7/24 1:32 am Days Held in impound: 0 Vehicle description: ***** ***** 2007 Plate Number and State: ******* ************* On Saturday, April 6th, 2024, sometime after 9:36 p.m. my car was towed at *** *********** *** ************ ** ***** while I was having dinner at “** ***” restaurant, located next to the parking lot. I parked my car in an available clearly marked parking spot. I then scanned the parking payment QR code and went into the restaurant . I completed the payment at 9:36 pm. When I left the restaurant, my car was not where I had parked it. I called *** ******** ****** to inquire about my vehicle. The person at the other end of the line said I had to pay $368.62 USD to get my car because it had been moved to their place, and I had to pick it up there. I went to *** ******** ****** and explained the situation and showed them the parking payment receipt, but the attendant stated that if I wanted to get my car back, I had to pay. Below are the facts: 1)Parked in a valid parking spot using the QR code located at the parking lot. One of the QR codes was located in the kiosk in the main entrance and another one on a vertical sign inside the parking lot close to the next door building next. I scanned the qr code located in the vertical sign. 2) Made payment at 9:36 p.m 3) Car was impounded at 10:30 p.m According to parking payment receipt, my parking time would expire at 2:32 am on Sunday, April 7th 3) Upon visiting *** ******** ****** to resolve the matter, a 20 minute car ride from where the parking lot was located and presenting evidence of payment, including the payment receipt, I was offered no explanation, evidence of the alleged violation or recourse I want to be reimbursed for the impound because my car was towed either by mistake or ny unethical business practice.

  Business response

  04/11/2024

  We are issuing a refund to the guest.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I parked at the ProPark managed site at *** ***** on February 20 through 28, 2023, when I picked up the vehicle, I had to wait only 5 minutes (the prior time was 45 minutes!). It was parked in the dark street on a rainy evening at aproximately 7:48pm. The pickup/drop-off lane was packed with other vehicles. On first look everything seemed ok - I dove immediately home and the next morning found a huge scratch down the front passenger wing, about 18 inches and down to the metal. I immediately called and emailed the hotel providing pictures and all ticket info, they put me in touch with ProPark and I filled out a Custom Claim Form. Jaritza at Propark took my claim forward the following Monday by email and Phone (march 4). While on the phone I managed to get a screenshot of their intake photos and supply further photos of the damage. A week later (march 12) I am chasing for an update on next steps. Jaritza has been expecting someone to get back to me. Follow up March 15 by email - no repsonse. March 18, phoned and left a voicemail, March 20 I got a call from Chris the Claims Manager stating they won't take responsibility, he tried to say it was my fault, he stated that they didn't have photos of my vehicle (I have the screen shot) and also started to state that their policy is at the ProPark desk and states that claims must be made on site and that he will email me his decision. He refused to answer questions, he refused to provide their policy, he refused to speak to me, he raised his voice to me. With reference to the photos I stated that I could have claimed for more damage since you claim not to have photos of damage already on the vehicle, I am only asking for damage that occurred on premise. He yelled at me, telling me that there is no manager above him and I would only get him to deal with. I want my car fixed - they need to pay for the fixes that occurred on their site! It will cost in the late 100's to fix a scratch this deep.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On tuesday February 6th, 2024 I used Propark mobility valet services at ********* ******** ********* (valet ticket #*****) upon leaving my shift i picked up my keys from the valet booth and I retrieved my car. When I pulled out of the ******** I noticed my passenger side mirror was closed in. My vehicle model side mirrors do not close in. When I parked my car I called ******** security and told them my vehicld was damaged with the valet company and i was instructed to file a report in person the next time I came into the building for work. I filed a report with the ******** security 2/8 but did not hear back from the Propark supervisor,Colin until 2/13. Since i have a baby and i am the primary parent- i got my car fixed at the dealership (2/10). I told Colin on 2/13 that I already had my car repaired and he told me to send him the invoice and pictures of damaged mirror and i did that day. After i called him for follow up on 2/15 he instructed me to complete the claims from and drop it off at valet booth and I did and I sent him a text so he was aware that I dropped off the completed form. I happened to run into Colin 2/22 and asked him how much longer before i got any update and he said he forgot to pick up the form. On 3/1 I received a phone call from Jaritza from Propark Claims in which she disclosed that form was only filed on 2/29; told me she was going to escalate this to her manager because it was almost 1 month since my car was damaged. She sent me an email with my claim number ************* and asked me to send her my vehicle repair receipt and shesent me an email confirming she received the same day and i have not been able to get in toucb with her or corporate claims since. I have been calling amd leaving messages and have not heard back.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Paid to Park in this facility on *********** ** in *********** drove in park was full there was 2 parking spots where the EV parking is one marked with sticker on the spot the other not so I figured the other was ok to park tried to look for someone to make sure it was ok but no one around so I figured it had to be ok. So since I paid $14 I figured it was ok, I go do my business and come back to no car and no one to talk to called and was told my car was towed and to get it back had to pay $370 boy I tell you what a rip off this place is and when I was there waiting another car that was parked there was getting towed all because park space is not properly marked. Very unsatisfied with all this and will be searching all media to let the people that operate this parking facility that they are robbing customers. This is a very unprofessional parking facility never had any issues with any other I pay for parking I come back to my car I can understand giving a fine and of course it would be disputed but towing your car after you payed to park in this parking facility, not fear to customers. I paid $14 for parking and $370 for the towe I should be reimbursed all of it because of the way they operate this lot with no one to reach out to.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Due to the incoming weather of -15 degrees, I decided to reserve indoor parking at ****** Parking on 1/12/24 ($95): When I dropped my truck off, there were no warning lights on or any reason to believe my truck needed repair. I asked the valet if they were parking it in the indoor area and I was assured it was. When we returned on 1/15 there were limited shuttles, long lines and we took a cab for $50 to the offsite parking. When we arrived to receive my truck a valet went outside, came back and said my trucks battery was dead. (It should not have been outside). They grabbed a portable jump box, didn't ask my permission and proceeded to jump my truck. Upon return, they said it wouldn't turn and I could go out and see what was wrong with it. Paid 4 Toll Fees (Est $40) Several warning lights were on saying service power steering, etc. Truck would not turn. The valet went inside because it was too cold and no one offered an ****, rental car, etc while my kids were sleeping on the bench at 12:30am. They did nothing and could care less. We paid for an **** approx. $100. After several calls and attempts, I went back 2 days later and inspected my truck and had to have it towed ($142.50) after insurance. My mechanic has stated that the issues are directly caused by jumping my truck several times. Attached is documentation to support their analysis. Electric power steering and fuse were blown, along with water pump. All fluids had to be drained and resupplied. After several emails and calls to claims I received a message saying that it was "normal wear and tear for a truck of this age. 2014 *** ******* with under 70k miles on it. Never missed a service and zero warning lights on when left at the valet service. If I had parked on my own, I wouldn't make a claim. I didn't and the valet didn't do what I asked by storing my truck inside. It was stored outside against my direction and it froze, was jumped several times and blew a 125 amp electrical power steering fuse and module. I always park at the covered parking at the airport terminal, but knowing the weather forecast, I parked with the understanding it would be inside. I'm seeking full reimbursement and a refund for the stay.

  Customer response

  01/29/2024

  Added additional **** receipt and photos showing power steering fluid from blown electrical fuse caused by ****** used power jump box (non-authorized) This fully shows where the vehicle was parked as well (outside). The valet was specifically instructed (and assured me they would) to park the truck inside out of the cold / open air. This is the only reason I parked at ****** parking was to keep it indoors in a non-outdoor environment. I do not park here. Always at the uncovered airport parking garage. The reason I took my truck here was so that it was indoors during the cold snap. ****** assured me it would be indoors, was not and jumped my truck (several times and incorrectly) without authorization. They are 100% responsible from a valet standpoint. 

  Customer response

  01/29/2024

  I was notified last Friday after sending in my forms to the claims department once more by Chris (would not leave his last name) who was extremely rude to my wife and myself in regards to the claim. He tried to spin my words around to suggest that I wanted my truck parked outside. Again, due to the weather I paid for and requested my truck be parked inside. I have not parked at ****** for years and only did so due to the weather. To suggest that my truck failed due to it's age not good enough being it was parked in valet. 

  I would like to issue a formal complaint against this person for his comments, his inability to provide any customer service, and due to the fact that he had no desire to help a customer. He was going to show me and was extremely rude to myself and wife. He was trying to manipulate me into saying false information (likely recorded) to suggest I wanted my truck parked outside. This man should be relieved of duty and the department should have training on how to communicate with customers who pay and have their vehicles damaged from their company. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This business towed my vehicle illegally from an unmarked space (I have photographs) stating I was parked in a charging space, but there is no signage or charger in such space. They also insulted me on the phone several times and belittled me. Hey are Rude, illegal and money hungry criminals.

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