ComplaintsforOne Parking, LLC

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Dear Better Business Bureau,I am writing to file a complaint against One Parking, ***** specifically regarding their parking garage located in downtown ***************, known as ***********************. My concern revolves around the lack of transparency in displaying parking rates at the entrance, creating an unfair situation for drivers who are unable to make informed decisions before entering the facility.Upon entering the *********************** parking garage, I noticed that the parking rates were not prominently displayed for drivers approaching from the street. The print size used for the rates is relatively small, making it difficult for drivers to discern the information until they are practically committed to entering the garage. This lack of visibility poses a significant issue, as drivers are left with no option to turn back once inside since other vehicles are often following quickly behind them.I believe it is fundamentally unfair for One Parking, **** to create a situation where drivers have no choice but to enter the garage without prior knowledge of the parking rates. This lack of transparency is particularly problematic for individuals, like myself, who seek to make economical choices and would prefer to know the costs beforehand.While the weekday parking rates are reasonable, the all-day weekend rate of $10 is disproportionately high. I found myself in a predicament where, as a responsible driver attempting to make informed decisions, I wished to turn around upon seeing the weekend parking cost. Unfortunately, this was not feasible due to the presence of other drivers behind me and the absence of any refund policy once inside the garage.I kindly request that One Parking, **** make the following changes.:-Improve the visibility of parking rates at the entrance to *********************** parking garage.-Consider a fair refund policy for drivers who enter the garage but wish to turn around due to unexpected parking costs.

  Business response

  01/08/2024

  Thank you, Better Business Bureau, for bringing this to our attention. In response to the described matter, we at One Parking can understand the need and importance to make economical choices when looking for potential parking solutions for our potential guests. We have several mechanisms in place to help assist our guests with making the right choice as well as provide our guests with exceptional service and support.  Our pricing is located in several locations as you enter our location at ******** Square, from pedestal signs in the entrance to displays on each ticket machine.  We also have a dedicated customer support service available to assist ******* and answer any questions they may have by use of a call button at each exit.  Moreover,we have a customer service team located on property in ******** Square at the Greethouse that is available to assist our guests.  There is also a team of managers available to assist our guests 7 days a week.  Our goal is to provide our guests with affordable parking solutions coupled with exceptional guest service and a positive experience.  

  Customer response

  01/14/2024

   
  Complaint: 21108210
  
  Thank you for your quick response to my Better Business Bureau complaint regarding my recent parking experience with One Parking. I'd like to provide further clarification and express my ongoing concerns.
  

  While I acknowledge that information about parking rates is available, my primary issue arises from the challenge of seeing this information only at the last moment before entering the facility. The posted signs on the outside are considerably small, requiring consumers to get up close, potentially causing inconvenience to themselves and other drivers. As a result, one is forced to enter the garage, especially on weekends, when there's traffic behind you and there's no way to turn back. This situation compound the  challenge of making an informed decision about parking.

  Additionally, the unexpected $10 flat rate on weekends is hardly economical. This lack of transparency about the cost to park with One Parking is a significant issue that needs addressing to enhance the overall customer experience.

  Contrary to the company's statement, there was no parking attendant available during my visit, and I could not locate a customer service team to address my concerns. This absence of assistance left me with no alternative but to seek resolution through the Better Business Bureau.
  

  My intention is not to create conflict but to ensure a fair and transparent parking experience for all customers. Addressing these concerns will contribute to the improvement of your services and customer satisfaction.
  

  I kindly request that you review these issues and provide any necessary steps or solutions to rectify the situation. 

  Business response

  01/22/2024

  The property is reviewing *********** to ensure it meets city code and ordinances.  

  Thank you 

  Customer response

  01/22/2024

   
  Complaint: 21108210
  
  I am rejecting this response because the company has not contacted me individually. In the end, I would like them to issue me a refund for the weekend day when I ventured into the garage, only to discover that I was automatically charged $10 before I could change my mind. No doubt I'm not the only one who has been in this situation. I'm just the only one to speak up to say that is wrong.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After I signed into my ONE PARKING account and selected "Terminate" with a termination date prior to the next billing cycle, I was charged $65 regardless of my termination. Therefore they are continuing to charge people who think they have successfully stopped payment. I specifically visited "TheSquare" in person to make extra special certain that my card would not be charged however it was charged. Therefore they lied to me and that is what this complaint is about. They will tell you to your face that they will no longer charge you and then send you a bill and you wont get a refund unless you check your bank statements, call them, and wait 4 business days... and who knows maybe they'll charge me again next month and I can write another complaint as if i don't have better things to do with my time and also stop by in person wasting my time for following their own process.

  Business response

  05/03/2023

  Customer was refunded immediately once they contacted our office, prior to filing this complaint.  **************** are not established by our organization but by the customer's bank.  Customer initially set termination date as 5/13/23 and only updated termination to 4/30/23 after the billing was processed.  We processed their refund and closed the account as quickly as we could.  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On June 1st, I was charged 250 extra dollars for this company's malfunctioning gate on top of the 70 dollars I already pay every month to park in their garage. This situation is ridiculous since the reason I had to open the gate manually was that their employees refused to answer the phone on May 30th when I had a time-sensitive matter to attend to. I pressed the call button several times no one answered. I even went back through the first set of gates to see if my card was malfunctioning, and it worked. I couldnt contact the building front desk because they were observing Memorial Day and therefore out of the office so that no one could help me. This company has been repeatedly negligent with keeping equipment and necessary keycards working. When I first started my contract with them, I spent two weeks without access to use the gate however I wanted due to my card not working. These people are providing crappy service and forcing people to pay for it. They had no right to assume that after exhausting all my options, I would stay locked in a parking garage that I pay to have access to 24 hours a day. They have camera footage of me opening the gate which means the footage of me going back to the first gate should be there as well as the multiple times I pressed the call box. I even got out of my car to try the other stations next to the one I was trying to use. Ive attached my **** and the service they claim to provide.

  Business response

  06/13/2022

  Investigated incident , Spoke to Complaint , address and satisficed  all her needs.

  Customer response

  06/14/2022

   
  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.
  
  Sincerely,
  
  ***************************

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