ComplaintsforVizcaya Valet

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 8/20/23 I went to dinner at The Circ and used the valet service. I asked the attendant to leave my car on the ramp and she told me the cost would be $20 upon leaving. I returned for my car and the attendant on the duty couldn't find my keys. After exhaustively looking for my keys, he called the attendant who had taken my car and she came back on premises. When she arrived she asked me if I was sure if I had given her my car keys because they couldn't find them. When I told her that I was certain she said she was going to the office to look for the keys. She never returned. The attendant on duty gave me an Incident Form, I took an Uber home and returned with my spare key later that night to pick up my car. The manager had shown up and he told me that the attendant claimed that I never gave my key. I asked the attendant that if she was correct, why a) did they not come get me inside the restaurant b) let her manager on duty know as soon as she realized the keys were not there c) when she was telephoned later that evening and told the keys were missing she came on site to look for them instead of letting the other attendant know that the keys were never given to her and d) why did she ask me if I was certain that I gave her the keys? The manager asked for several days to work on this and today told me that they were refusing to pay because the attendant said that I never left my keys. I've tried calling the office and they don't answer the phone.

  Business response

  08/25/2023

  Good Morning Pablo,
  
  Thanks for reaching out and sharing your experience. We're really sorry about the hassle you went through with our valet service. We've looked into the situation and here's what we found.
  
  We talked to the security team of Hollywood Circle, and according to their review of the cameras, they couldn't spot any instance of your car key being handed over to our valet runner. We admit that we dropped the ball on the follow-up, and we're genuinely sorry for that.
  
  We had a chat with the employee involved, and she explained that due to the sheer number of vehicles coming and going, she wanted to double-check the specific car the supervisor was referring to. However, we understand that this doesn't justify the lack of proper communication and service.
  
  It's important to note that we can only take responsibility for keys that are in our charge. In this case, since there's no evidence of the key being given to our valet runner, we cannot accept responsibility for its loss.
  
  We're sorry for any inconvenience you faced due to this situation. If you have any more questions or concerns, please don't hesitate to let us know.

  Best Regards,

  Vizcaya Valet

  Customer response

  08/25/2023

   
  Complaint: 20517458
  
  I am rejecting this response because:
  
  I have used valet services ****s of times. Most of the time, the driver exits the car and leaves the keys inside the car.  Not having a video of me handing her the keys is not a valid excuse.
  

  Secondly, and most evident, if the attendant, as she claims, was overwhelmed with the rush of cars and did not know which car she was being asked about, when she did arrive, she did see that it was my Range Rover parked outside, and saw me, why did she ask me are you certain you left me your keys?  When I replied affirmatively, she told me she was going to look for them in the office.  This exchange took place in the middle of the driveway, in front of your other attendants, and she clearly leaves to go look for my keys.  At this point in our interaction, did she not remember that she never received my keys?  Review the footage of our interaction and explain how did she not reply with confidence that she never received my keys?   At what point in the night does she actually realize and inform management with credible certainty that she never received my keys?
  
  Sincerely,
  
  *****************************

  Business response

  08/25/2023

  Hello *****,
  
  Thank you for taking the time to provide additional insights into the situation. Your feedback is invaluable in helping us understand the details more comprehensively.
  

  It's clear that the attendant's assumption, when she initially took the car from you, was that the keys were left inside the vehicle. We also now know that she informed the supervisor about the car being left open due to the lack of a key.
  
  We acknowledge that her error lay in not following up effectively after this initial encounter and failing to find you at the restaurant to communicate the situation. This gap in communication resulted in the unfortunate situation you faced.
  
  Furthermore, we've also confirmed that security observed the attendant parking and leaving the car without holding any keys in her hands. They also noticed that the car was left unlocked when the supervisor went to check if the key was inside.
  
  We understand your frustration and disappointment with this experience. Our goal is to address these issues sincerely and ensure that they do not recur. Your feedback contributes to our ongoing efforts to enhance our services.
  
  If you have further information or questions to share, please do not hesitate to reach out. We're here to ensure that future interactions are smoother and more satisfactory.
  
  Best regards,
  Vizcaya Valet

  Customer response

  08/25/2023

   
  Complaint: 20517458
  
  I am rejecting this response because:
  
  You have not answered my question - why did she ask me if I was certain that I had given her the keys and why did she tell me she was going to look for them?  The video footage will show her speaking with me and then walking away to look for the keys.  NO ONE on site had any idea that the keys were missing until 1am when I came back and the attendant had given this made-up version to her manager AFTER the entire incident occurred and I left in an uber to go home home and get my spare key. 
  

  Lastly, your entire defense is based on the lack of camera footage showing the keys in her hands.  ***** acknowledged  miscommunication and confusion on her part yet because you dont have video footage you believe her testimony 3-4 hours after the fact and her total confusion when confronted on the phone and in person by me and the attendant on duty asking the whereabouts of the keys.  If she forgot that the keys were never given to her while speaking with me but remembered later that night when confronted by her manager then her testimony is not worth much.  
  
  Sincerely,
  
  *****************************

  Business response

  08/29/2023

  No, we never had possession of the key. 

  Customer response

  08/29/2023

   
  Complaint: 20517458
  
  I am rejecting this response because: you keep ignoring my question: WHY DID SHE TELL ME SHE WAS GOING TO THE OFFICE TO LOOK FOR THE KEYS?
  
  Sincerely,
  
  *****************************

  Business response

  08/29/2023

  Hello *****,
  
  Thank you for bringing up your ongoing concerns. We apologize for the oversight in addressing your question in our previous responses.
  
  We understand that the attendant's statement about going to the office to look for the keys should have been communicated more effectively. It's evident that at that moment, the attendant should have confirmed her initial assumption that you never handed over the keys.
  
  We sincerely apologize for not addressing this specific point earlier. Your feedback is tremendously valuable as we reassess our processes and implement necessary improvements to prevent similar issues in the future.
  
  If you have any further concerns or questions, please don't hesitate to reach out. We're committed to ensuring that your experience is not only acknowledged but also fully understood.
  
  Warm regards,
  
  Vizcaya Valet

  Customer response

  08/31/2023

   
  Complaint: 20517458
  
  I am rejecting this response because:

  1) Your entire defense is based on looking for video footage of keys being handed to the valet when you are well aware that most of your clients leave the car running with keys inside.

  2) You've stated that "due to the sheer number of vehicles coming and going, she (the attendant) wanted to double-check the specific car the supervisor was referring to"  This would imply that my car was obviously not the only one missing keys since the attendant needed to double check.  Her claim that the keys were missing, was not enough to differentiate my car from the rest.  Don't you train your valet staff to make sure they receive keys when taking a vehicle?  How many other vehicles were left without keys that Saturday night?

  3) You've stated that "she informed the supervisor about the car being left open due to the lack of a key" and this was done after I left the premises.  She did not remember any of this when I was there in front of her.

  4) You've "acknowledge that her error lay in not following up effectively after this initial encounter and failing to find you at the restaurant to communicate the situation. This gap in communication resulted in the unfortunate situation you faced"

  5) You "understand that the attendant's statement about going to the office to look for the keys should have been communicated more effectively. It's evident that at that moment, the attendant should have confirmed her initial assumption that you never handed over the keys."  Yet for some reason she did not remember that my keys were missing until she was confronted by her manager.

  Any honest person reading your replies and assessment of the situation would clearly hold you responsible 1) for trying to base your defense on the lack of video proof showing that I handed my keys when I left the keys inside the car with the engine running 2) employing an attendant who never notified anyone the keys were missing until hours after the incident and being confronted by a manager, never reporting the incident prior to leaving the premises, never trying to reach me inside the restaurant to notify me that the keys were missing, never letting me know that she never received the keys when she spoke with me in person and lastly, for telling me she was going to go look for the keys.

  I've attached an $856.00 invoice for a new key and $79.43 invoice for my Uber home.  If Vizcaya Valet claims to be a reputable company, you will issue me a check for $935.43 and put this incident behind us.  You have 5 reviews in ****** and all of them are 1 star.  It is time to assume your responsibility. 

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

  Customer response

  08/31/2023

   
  Complaint: 20517458
  
  I am rejecting this response because:

  1) Your entire defense is based on looking for video footage of keys being handed to the valet when you are well aware that most of your clients leave the car running with keys inside.

  2) You've stated that "due to the sheer number of vehicles coming and going, she (the attendant) wanted to double-check the specific car the supervisor was referring to"  This would imply that my car was obviously not the only one missing keys since the attendant needed to double check.  Her claim that the keys were missing, was not enough to differentiate my car from the rest.  Don't you train your valet staff to make sure they receive keys when taking a vehicle?  How many other vehicles were left without keys that Saturday night?

  3) You've stated that "she informed the supervisor about the car being left open due to the lack of a key" and this was done after I left the premises.  She did not remember any of this when I was there in front of her.

  4) You've "acknowledge that her error lay in not following up effectively after this initial encounter and failing to find you at the restaurant to communicate the situation. This gap in communication resulted in the unfortunate situation you faced"

  5) You "understand that the attendant's statement about going to the office to look for the keys should have been communicated more effectively. It's evident that at that moment, the attendant should have confirmed her initial assumption that you never handed over the keys."  Yet for some reason she did not remember that my keys were missing until she was confronted by her manager.

  Any honest person reading your replies and assessment of the situation would clearly hold you responsible 1) for trying to base your defense on the lack of video proof showing that I handed my keys when I left the keys inside the car with the engine running 2) employing an attendant who never notified anyone the keys were missing until hours after the incident and being confronted by a manager, never reporting the incident prior to leaving the premises, never trying to reach me inside the restaurant to notify me that the keys were missing, never letting me know that she never received the keys when she spoke with me in person and lastly, for telling me she was going to go look for the keys.

  I've attached an $856.00 invoice for a new key and $79.43 invoice for my Uber home.  If Vizcaya Valet claims to be a reputable company, you will issue me a check for $935.43 and put this incident behind us.  You have 5 reviews in ****** and all of them are 1 star.  It is time to assume your responsibility. 

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 1/12/13 and 1/13/23, I valeted my vehicle at **** hotel located in ********* ******* at said valet service. Upon picking up my vehicle on the morning of the 14th, I noticed that my front wheel was damaged. I immediately notifed the valet person at which time she notified her manager. I was then requested to fill out a form for which would be forwarded to their higher **** since I had to head to the airport and head home to **, I was told they would follow-up with me and gave the phone number to contact them as well. To this date I have not received any call or correspondence from the valet company. As I am not a ******* resident I find it difficult to try and contact them if they won't return any of my numerous calls to them. so at this time I am just trying to at ***** get a refund on the money I spent on the valet service in the amount of $60.00.

  Business response

  01/31/2023

  Greetings ********************,
  
  We apologize for the lack of follow-up and communication from management. Our valet staff at ********** informed us that the front wheel of your vehicle had a yellow scratch on it. The garage that we use to park ********** and ****** guests have no yellow paint on the walls where that scratch could have occurred. 
  
  In conclusion, that scratch did not occur under our valet service so we can't provide you with a refund. 

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