ComplaintsforVPNE Parking Solutions

Valet Service

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Initial Complaint
03/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a long stay covered parking for this merchant through the WAY website. I booked from Wednesday, February 28, 2024 to Wednesday, March 6, 2024.I arrived on February 28, 2024 to the parking structure and waited for the shuttle van to take me to the airport. I arrived close to 2 hours before my flight departed.The shuttle driver was extremely late. I waited 20 minutes for someone to pick us up and then once she arrived she turns off the van to take a bathroom break and we have to wait an additional 15 minutes.Then the driver did someone on the walkie talkie a favor by going to another site to pick up a customer. I arrived at the airport 1 hour later; by then the boarding gates had closed and I missed my flight. It was unrefundable.I took another van back to the parking garage but couldnt get my phone to work.I was flying internationally so my phone had switched to ** mode and I couldnt pull up the code to get out of the lot, so I had to pay another $16.25. I explained the situation to the parking attendant and she said to call the next day to speak to the manager. She said that he would refund me the money for my weekly stay plus the $16.25 I had to pay to get out of the garage.I have called but the manager is never available. I emailed and ccd corporate, but no one replied. I want my money refunded.I called the WAY site and they said that the parking garage was responsible for reimbursing me for my the money that I was out of for the parking stay and the money to get out of the structure.
Business response
03/08/2024
We have attempted to contact the customer and left multiple messages. We have refunded the $16.25 that the customer paid to us, and have contacted Way.com to refund the remaining balance. We will continue to reach out to the customer to confirm reimbursement.
Customer response
03/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

**************
Initial Complaint
01/06/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Good afternoon,On January 3rd I went to **** website to purchase a monthly parking pass for the ****** area. While on VPNE Parking Solutions Website, I was able to purchase a monthly parking pass from the ******** desired, got confirmation from the website stating that my monthly parking pass was all set activated and that I would get notification from the office when my parking pass was available to be picked up,The next day while I was in the area, I went over to one of the **** parking attendants and asked them, how would they notify me to pick up my pass? Immediately told me no. They do no sell monthly passes and there is no way possible that I was able to purchase one. I informed him the website said I qualified for one and payment was taken for it. Still in denial of my purchase, I showed them my confirmation receipt that I paid 460 for the month and I'm a new monthly parking member. They told me that they would check their side and see if everything was correct and will get back to me once everything done.Today, 1.6.23 I contacted them and asked them if everything was all set and if I will be able to pick up my monthly parking pass. I was told that they would be canceling my account because I should not have been able to buy a parking pass for their ********* asked them if there is a reason why and they said it was because I did not live in the building. I informed him that the site did not say that was a qualification in order to obtain one. I was told that my account will be canceled by the end of this month and that there was nothing that they could do and hung up the phone. I had to call back and ask them since they are going to be taking my money, when will I be able to pick up my pass and was told to pick it up in the afternoon. Since this interaction, my account for **** has been altered stating that I am not an active ****** for **** and there now await list for this garage for a monthly pass.
Customer response
01/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***********************
Customer response
01/17/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

Sadly my issue was not resolved with the company and I was informed to send an email informing you my complaint still has no been resolved
Business response
01/17/2023
Hi Jaiden,
Unfortunately we are not always permitted to sell parking to customers that are not tenants of a given building, or if a garage is private. It sounds like this *** have been the case at this location. If you would like to see if there are other locations that *** work for you instead, please visit our monthly parking website.
Thank you
Customer response
01/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
**** website shows you all the locations that you are allowed to select from to purchase a monthly parking pass.
The ******** selected for most of garages in the area you are allowed to make a monthly parking pass purchase. They are all asked if you want to have a reserve or non reserve monthly pass. When i signed up i selected to have a non reserve parking spot and it allowed me to go through
Initial Complaint
06/08/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I informed the manger, *************************, on April 5th that I would be canceling my parking benefit, (which is $450) for the month of May, as I was leaving my employer and no longer required parking. I called later in the month to inquire on the status, I followed up via email, ****** responded saying that he had not received the payment yet but would return it upon its arrival. I have not received correspondence from anyone regarding this matter.
Business response
06/10/2022
Hello,
Because this parking was paid through Wageworks we have to provide the refund via Wageworks. If you could please submit for the refund through Wageworks that will allow us to respond to it and apply the refund.

Thank you,
VPNE Parking Solutions
Customer response
06/10/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ
Hello,
I have reached out to WageWorks, again, after speaking with Darya she was able to provide a case number, ********. VPNE received a bulk check and must remit my portion back to WageWorks. It is my understanding that someone from WageWorks will be reaching out to ************************* at ************ or ************, to initiate this resolution. If he is no longer with the company please advise on who is best to be contacted regarding this matter. If ************************* is the one to handle this issue please confirm.

Regards,
****

Business response
06/16/2022
Hi ****,
Sorry for the delay, I spoke with our accounting team and we are sending the refund check to Wageworks today, Wageworks will then be able to provide your refund to you.
Thank you,
VPNE Parking Solutions
Customer response
06/22/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Wage works has not received any communication from VPNE nor has it received the refund the previous communication mentions.

Regards,
****

Business response
06/30/2022
Hello,
Our accounting team sent a check to Wageworks on Thursday June 16th (check number *****) in the amount of $450.
Customer response
07/07/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
Hello,

I have spoken to Wage Works today July 7th, regarding the refund check that you issued on June 16th. They tell me they are yet to receive it. Please work with them to resolve this issue. They claim they have attempted multiple times to get in contact with your company and have not gotten a response.
FAQ

Regards,
****

Business response
07/21/2022
Hi,
The check that we sent to Wageworks on June 16th, Check #***** was deposited by Wageworks as of 7/15/2022. It is possible they are still in the process of remitting the funds to you.
Thank you,
VPNE Parking Solutions
Initial Complaint
04/12/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was harassed and abused with homophobic slurs from construction workers on site near my previous garage at ******** center in Fenway. The garage did nothing about and forced me to leave. I have damage to my car that I reported at that time. Construction worker placed a nail in my back tire. I requested option to obtain surveillance footage to submit to police, as this is violation and damage to my property. I actually have emails saved that I sent and management, *************************, ignored it. This is negligence and damage of my personal property. As we know, damage to property is a crime. I discussed this with my lawyers.
Business response
04/13/2022
VPNE has no affiliation with the construction company that **************** mentions in his complaint. The garage in question is private and usage is only for tenants and visitors of the building.
Customer response
04/13/2022
Unacceptable answer from a place of business serving hardworking, paying customers. If there is no affiliation with the construction company, then why was I unfairly treated and discriminated against based on the narrative the construction workers used against me with no investigation or interviews. I made my complaints against them, and I was brushed off like nobody (yet I was a paying customer for 3+ years). Yet the construction workers made a comment, and I was told to leave the garage. That was an extremely unprofessional response to be made. The garage and management is also at fault, and they need to take responsibility. I also want the damage to my car to be addressed. That is a crime that my car was damaged on the garage property.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
04/13/2022
Due to ongoing development of multiple parcels inherent with the property, the garage has been reduced from ***** to 336 spaces. This reduction has limited the garage to tenants only at this time. It is our understanding that, in the past, **************** was a self-****** at the garage. At no time did VPNE take care and custody of claimants vehicle and as such no bailment was created. **************** claims that a third party damaged his vehicle in some regard and we recommend that he take whatever action he deems appropriate with that entity.
Customer response
04/14/2022
Once again, this business is accepting no responsibility and making up excuses. When I was told I could no longer park there, it was made clear by the manager, *************************, that I was told it was due to complaints of the construction workers. The downsizing of spots was not the reason. That is an excuse to get out of this responsibility, which I find appalling this business can be that negligent and immature. I had a monthly lease with this garage, and damage of property happened to my car on this property. I asked that camera footage be reviewed to confirm this act of vandalism, but I was met with no response.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
12/17/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
While staying at the *********** the night of December 16, 2021. We had left a bag in our vehicle and had it valet. In the morning we recorded our vehicle and the bag was gone containing $1800 in an envelope. When we realized we contacted the vpne service at the hotel and they refused to assist us in any way. There was only 1 person that worked the night we valeted our car and the manager that we contacted while not only refused to help or apologize but mocked us saying that we shouldn't have left that much money in our car. And walked away.
Business response
12/20/2021
Please see the attached incident report regarding the incident in question at ***************.

The customer did not file a claim prior to leaving the property after they were advised to. The customer returned to the property where they were advised to fill out a claim, did fill out a claim, and were advised to call the police to fill out a police report. The customer did not call the police while we were present, we would still advise the customer to file a police report if they have not yet. The file attached "Omni Vehicle Claim Ticket" is a picture of our vehicle claim tickets that this and every customer receives when **********************, the policy that limits VPNE's liability is clearly written on every valet ticket.
Initial Complaint
12/15/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have submitted complaint of unfair treatment, harassment and discrimination occurring at this garage located at ********************. I was the victim of harassment and mistreatment of employees at the garage as well construction workers. However, I am being penalized by termination of my parking. I also found a nail jammed into my tire, which I know was from either garage employee or one of the construction workers. Management is refusing to look into checking the cameras to determine that.
Business response
12/16/2021
Apart from the customers recurring and ongoing incidents with garage and construction staff which have made for unsafe conditions, the customers parking account is also 3 months delinquent as is pointed out in the attached account information and invoice which were also sent to the customer this week.
Attached are two emails VPNE received from the customer the night of December 15, 2021, the text of which are:
On Wed, Dec 15, 2021 at 5:52 PM *********************** <*******************> wrote:
I want to apologize for my recent behavior, lashing out. I still feel discriminated against, but I am going through a lot currently and I let my frustration get the best of me. I will leave the garage at this time and not return.
From: *********************** <*******************>
Date: December 15, 2021 at 6:00:38 PM EST
To: ************************* <*****************>
Cc: ******************************* <*****************>,******************************* <******************>,President <******************>
Subject: Re: Mistreatment

Again, I was unaware of the issues that were brought as reasons for termination. I would have stopped them if brought to my attention.But again, I will willingly leave the garage.

I am sorry again.

The decision to revoke the customers parking is final.
Initial Complaint
12/10/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been a longtime tenant of the Landmark parking garage in the Fenway neighborhood at 401 Park. I was a loyal tenant for 4+ years. New management took over and has harrassed me over the years regarding several inquiries or issues I had, showing no interest to assist me. This week, they now terminated me as a tenant with no reason for this termination. I have contacted other supervisors, and I have received no response. I have been a victim of harassment and homophobic slurs from the construction company workers currently working outside this location. My garage has not responded and now they are claiming “incidents” against me, but I have been the victim. There was no prior warning or discussion, only immediate termination.
Initial Complaint
11/18/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Tuesday November 16th at around 6pm at ******* and ****** hospital I received my car back from the valet service VPNE, when I received my car however the drivers side door handle was then ripped completely off and sitting in the door. I then had to go because of the situations that were pertinent to being at the hospital with my father at that very moment. I then tried since then to call and get ahold of VPNE and have been unsuccessful. I then tried ******* and ****** hospital and they could not even get a hold of the business. I believe they are responsible for the damages because I gave them a car with a functioning door handle and received my car without a door handle completely. VPNE has been incredibly unprofessional including the man who gave me the car decided to swear at me (I assume it was because he was defensive because he knew they had broke the door handle). I just want to at least get in touch with VPNE I dont understand as to why I cannot get in touch with them. I have tried three different numbers and all do not get answered and the office manager has a full message box so I cannot even leave a message with her. When you call the office the general mailbox is the same exact mailbox as the office manager so I cant leave a message there. I was able to leave a message with the ************************* VPNE office but that was all and have not heard back yet as of November 18th. I am very upset and hurt that that is how a business operates. Included in this complaint is my receipt for using VPNE and the broken door handle that I received when I got my car back.
Business response
11/19/2021
Our Supervisor on the plaza that night asked the customer to make a claim report with him, and the customer said no and left the premises, so we did not have his information. When our main office received the customers email inquiry, and it was forwarded to our Claims ********************** he consulted with *********************** Director at BWH,and the decision was made to honor the customers claim. The customer was contacted immediately that same morning 11/18/21, before 9AM, and informed of our intention to honor his claim and coordinate repair of the door handle. The customer has agreed to this prompt solution.

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