ComplaintsforPro Park

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I parked in ProPark parking lot, located at ** ****** **** ********** *** ***** on Sunday 5/01/22 @ 5:49 p.m. I paid $8 initially @ the kiosk as requested by the machine. When I returned @ 6:58 p.m. on Sunday the exit pay machine requested that I pay an additional $26, which I had no choice but to pay since no attendant was present and it was the only way to exit the parking lot. I have been calling since early Monday morning, but no one is answering and the voice mail is full. I also went to their website and sent them a message but have not heard anything from them. Can you please assist in getting me a refund. I think parking is $8/per hour.

  Business response

  05/09/2022

  We are in the process of refunding the guest accordingly.

  Customer response

  05/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Jamil stated I should expect a refund in the next several days. If I don't receive it, I informed Jamil that I will call him back.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I arrived at ******* ****** ** ********* ***** *** ********* *** ******* *******, *** *****, C********** ****** ***, Friday 12/10/21, at approximately 1:30pm. We pulled into the valet area. The valet driver took our keys and confirmed we wouldn’t need our vehicle right away. We did not, so he advised us he would be parking our vehicle in the parking garage. We were shortly physically contacted by the parking manager Chris, that our valet driver had been involved in a car accident while driving our vehicle to the parking garage. An incident report was take and corporate information was provided in addition to the other drivers information. propark representatives on-site assured us the repairs would be taken care of in a timely manner. And appeared to be apologetic. To date, Propark still hasn’t taken care of our vehicle. We had to use our own insurance company just to get the repairs done. Our insurance company cannot get a hold of anyone at the company to reimburse us or them for the expense that they caused. Chris M***** who is the claims representative for Propark emailed me assuring me they were going to make it right. Now even I cant get a hold of him or anybody else. We left messages with Amy, Executive Admin Assistant to have Joe C*****, Vice President of Operations, ** Region contact us because I can’t seem to get hold of ANYBODY. I nor my insurance company has heard back from anyone.

  Business response

  04/20/2022

  This is an open insurance claim, and Propark is actively working with the claimant’s insurance company, in an ongoing effort to resolve this issue as expeditiously as possible.  We contacted the claimant just yesterday, on April 19, 2022, to provide an update on this claim.  Should the claimant have any additional questions or concerns, the claimant should feel free to contact Chris M*****, Corporate Claims Manager, at ************ or by email at ******************. 

  Customer response

  04/20/2022

  
  Complaint: ********
  
  I am rejecting this response because it’s been 5 months with no resolution from Propark. I should not be financially responsible for damages caused by this company. I reached out to Chris M***** yesterday, April 19, 2022, because my insurance company advised me that Propark had still not taken care of the expenses. Thats the only reason I heard from Propark. Propark providing me with contact information that I and my insurance company already have does not provide any confidence that they will take responsibility for their obligation and pay for our expenses. My desired resolution was and still is for Propark to take care of my expenses incurred by their drivers accident. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, We have used Z parking for years and have always been appreciative of the service we receive. I recently parked there for a trip from 3/6-3/17 when we received the car back there was a large crack in the windshield.  I filed a claim before we left on 3/17. I received my first call from the claims department over a week later from Ashley with my claim number: *** ***********, an email and a phone number to call and that it was being processed.  I did not hear anything and called on 4/4 and left a message. Someone called me back later that day while I was in the car and had poor service and they said they would call me back later that day.  I heard nothing. I called back later on 4/4 once I had better reception and left a message. I called on 4/5 and left a message. I called on 4/10 and left a message. I called on 4/11 and left a message. I emailed on 4/12 and received a call back from the claims manager, Chris in the ******** office stating my claim was denied due to the crack most likely being an issue before parking and probably heat related and not forceable damage caused while on the lot. There is quite a large pock mark where damage most likely occurred.  Other than a cell phone image taken by the Z parking attendant, Kate whom was very helpful, no one has ever actually spoken to me or asked to actually look at the damage before making this decision. Ironically, I had damage to my windshield earlier this year from a rock and had my entire windshield replaced on 2/23, 11 days before parking at Z parking so the claim of a pre existing condition is a poor one.  I understand that accidents happen but the baseless decision for this denial is truly insulting and unfounded. I would appreciate a more thorough look into my claim. Sincerely, ******* ***** cell: ###-###-#### phone: ###-###-####

  Business response

  04/13/2022

  The claimant filed an insurance claim, and our insurance did deny the claim as this alleged damage is not consistent with the valet operation of parking a vehicle.  The claims representative has spoken with the claimant on four (4) separate occasions to explain the insurance claim denial, which was also explained in a letter that was mailed to the claimant on March 29, 2022.  Should the claimant have any additional questions, she should feel free to contact the claims representative, whose contact information is included in the aforementioned denial letter.

  Customer response

  04/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  1.  I have still not received this letter, hence my multiple calls to the company over the past month that were never returned.  I would appreciate having it resent.

  2.  Despite discussing with the claims representative only 2 (two) times to actually discuss this matter I am still not clear as to why the damage was never looked at by a claims representative or discussed with me by phone to obtain pertinent information prior to refusing this claim.

  3.  The claim that it was a pre existing defect is unacceptable since the windshield was brand new, having been replaced on 2/23. 

  4.  The claim that it was "heat related" having been parked outside in March in New England is unacceptable. 

  5.  The claim that the obvious mark where something struck the windshield is not relevant is unacceptable.

  6.  The refusal to allow my request to speak to a another agent or a superior because "there is no one above me and you will keep getting me and the same answer" is insulting, arrogant and unacceptable.
  
  Sincerely,
  
  ******* *****

  Business response

  04/13/2022

  Per the claimant’s request, we are resending the denial letter that was previously sent to the claimant.  This letter includes contact information for our Claims Manager, Chris M*****, who can be reached at ****************** or by calling his direct line at ************.  We encourage the claimant to contact Chris who can answer any questions that the claimant might have regarding the denial of this claim by our insurance carrier.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/17/2021 3:07 PM EST, I parked my ********** **** at the *** Hotel at *** Airport. The car lights were off. The valet parking services are provided by ProPark Facility. I picked up my car on 11/25/2021 3:16 PM (Thanksgiving Day) & it took the valet over 45 minutes to "find my car". It was not in the front lot as promised. Total parking cost = $192. Upon arrival, I noticed the car lights were on when the valet brought it to me. Their lack of quality service & responsibility resulted in my car battery being drained.  I had to wait for roadside assistance in order to get home & purchase a brand new battery and installation the full cost of $379.10. I could not get a new battery replacement until days later which I had to take time off work to handle. *** Hotel on their website state "The *** Hotel provides onsite valet parking in front of our building 24 hours a day. Our spots are the safest at *** Airport!". They do not offer self park on their site -there is no other way to park at the hotel. I left my car in their responsibility to park safely & securely based on their advertisement & commitment to service. I have reached out to both *** Hotel and ProPark multiple times to resolve the matter & to receive a refund for my battery replacement expense since November. I was informed to complete a claims form to ProPark & after months of pursuing, received a Claim number #**************. Again, after multiple emails to both *** Hotel & ProPark facilities, I received a call on 4/7/2022 by a ProPark claims manager that they refuse to honor my claim & it was denied. I believe the *** Hotel & ProPark did not provide the services quoted, responsible for the unsafe and unprofessional services of their staff who drained my battery & should refund me the total cost of the battery replacement. I would like to report these organizations so other consumers are aware of the insecure & unsafe nature of parking at this facility & lack of customer support when they are at fault. 

  Business response

  04/07/2022

  We are aware of the alleged incident, however the details provided by the claimant are inaccurate.  The insurance claim was investigated and denied.  The customer drove away with her 8-year-old vehicle, having no mechanical problems, then later contacted the parking location stating that she had a dead battery.  Limits of liability are clearly posted, and customers are advised that any claim for damage must be made prior to leaving the property.  The adjuster assigned to this case has explained our position both verbally in and writing.  If the claimant has any additional questions, she may contact the adjuster directly. 

  Customer response

  04/11/2022

  Complaint: ********
  
  I am rejecting this response because: The response from the business is misleading and inaccurate. The age of my car is of no matter in my claim; the lack of service and the irresponsible nature of ProPark staff while my car was in their care which led to my car battery dying in fact is. My car is top condition and is fully serviced by the dealer every year. In fact, it was checked less than 4 months from this incident in 2021. I offered to submit proof from the dealer to the claim representative to this point and it was denied multiple times. Also, in this response the posting of liability by the business is also inaccurate. There is nowhere on the parking receipt nor the folio bill that reflects the parking charge that I submitted reflecting what the specialist outlines in her response nor on the website promoting the parking regarding liability. I am attaching a printout of the current website page for parking at the *** Hotel. As a consumer, I believed I was making a decision on safety outlined on the site and offered at the valet. Based on the extreme delay of staff returning my car to me not in the condition I dropped it off indicates that my car was jumpstarted onsite without my knowledge in order to allow me to drive off the lot in order to attempt to mask the damage to the battery under their care. The business can not refute that my car lights were not on when I dropped the car off, but on due to their staff when I picked it up. The business also can not refute my details and proof of receipts. 

  I had hoped this matter could be resolved, but I will continue to seek out restitution for the damages incurred at this ProPark facility. I do not accept their response to my BBB compliant without full payment. If they continue to refuse to pay, I want to post a public consumer compliant on BBB and file this compliant so that other consumers are aware of the lack of customer services, safety, and responsibility and the potential harm that can be caused to their vehicle if they patronize at the only parking facility at the *** Hotel. 

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

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/13/2021 I left my 2020 ******** *** appx 4 am at Pro Park mobility in ********* ** and was scheduled to pick up vehicle on 10/16/2021. Per the advertisement the parking was supposed to be self-park. The attendant informed me that was not the policy and only employees would be able to park the vehicle, since we had paid in advance and had a flight to catch, I asked attendant to take photos of car and witch he did. On our return to pick up vehicle, attendant retrieved vehicle from its location, and I noticed what appeared to be bird droppings on the windshield and hood. On 10/17/2021 I tried to wash off the stain to no avail. I immediately called Pro Park Flushing spoke to manager Tanisha and she informed me other vehicles was damaged also. Called corporate office spoke to Christopher M***** he reviewed incident report describing the damage. I received a letter denying my claim, because the damage did not take place while it was under there care, custody and control. File# **************

  Business response

  12/22/2021

  This is an insurance claim, and unfortunately, the insurance claim was denied.  Our claims manager, Chris M*****, is more than happy to answer any additional questions that Mr. ******* or his insurance company have.  Mr. ******* has all of Chris’s contact information. Please let me know what else I can do to assist.

  Customer response

  12/22/2021

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer response

  12/23/2021

  They never mentioned any insurance on their behalf. I just want a refund on what I paid for my vehicle at ***** ******** body shop. I paid 775.93 out of pocket. Please keep me informed on what the next step is, thank you. 

  Business response

  12/23/2021

  This claim was denied.  For any further questions that the claimant may have, please contact our Claims Manager, Chris M*****, at ************ ********* ****

*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. ↩