Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Be weary of parking in their lots. Parked very late/early morning, went to check in with the hotel counter and figure out the parking situation, returned to get luggage, notice left on car before I could even pay using the ** code. I'm disabled and needed front desk help. The parking patrol car was no where even to be found and just left. No company contact # or time left on the notice either.

  Business Response

  Date: 11/12/2024

  PMC apologizes for the disruption this has caused. A member of our team has reached out to void the parking notice. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Utilized Company Valet parking services at ******************************* . While removing a wheelchair from my vehicle the parking attendant closed the door of my lift gate on my vehicles trim damaging the door and rendering the door inoperable. Parking attendant. removed my mother's wheelchair from vehicle and parked my vehicle. After appointment another attendant retrieved my vehicle and attempted to open lift gate to place my mother's wheelchair back in the rear of my vehicle and was unable to open the door. Upon closer inspection, I notified and showed both attendants that the one had closed the trim in my latch. I asked who should I contact to fix the door and was given a phone number to offsite management. I worked with him to file the claim for damages. Upon submission of damages *** stated it was denied because they do not cover electrical damage. My lift gate is not electric, it is manual, and this is not an electrical issue. this is damaged cause dry their employees negligence in the performance of his job.

  Business Response

  Date: 11/10/2024

  *** apologizes for the disruption this has caused and is working with this customer to see if the issue can be resolved. Thank you. 

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28, 2024 I checked into the Homewood Suites by ****** in *********, ** on ********************************* We were told that we had to valet park for $45 and there was no self park option. Later that evening, we used the app to request the vehicle as we had reservations somewhere else. I was handed my keys and the valet walked off. When I turned to open my door I immediately saw a very distinct dent in the lower part of the passenger door and partially on the drivers. I turned around to look for a valet and saw one looking at me. I pointed to the dent and he came over. He called the valet who brought my car down to explain to me about an incident in the parking garage between himself and a driver from the apartment building adjacent to the hotel. He said the driver hit him coming around a corner. I asked for the drivers information but he said he did not get any information. The other valet stated that he had asked the apartment building front desk about viewing cameras but they said the office was closed until the next day at 1 pm. The next morning, one of the valets, I am assuming at this point is the manager of the valets, came to me and said the driver had come down the previous evening and gave his phone number and name. I spoke with the other person and his story was that the valet hit him and that is why he came down to get information to fix the damages to his vehicle. I came back at 1 pm and the apartment staff stated I had to call *** because they had no camera access. I called the police at that point to make a report. A few days after I was able to obtain a report I called the number for PMC that was given to me by the Police Officer. It was for the manager and I told him I had the report. He gave me an email to send the report to. He called me back and said the other driver was lying. At this point I contacted *** directly and made a report claim and did a follow up request. I still have heard nothing.

  Business Response

  Date: 10/28/2024

  PMC apologizes for the disruption this has caused. A member of our Claims team will contact you to discuss this claim. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 11/11/2024

  I spoke with someone on October 29, 2024.  They were going to investigate the matter.  I have sent an email requesting information on what is going on with the situation as my car needs repair. I still haven't heard back from anyone.

  Business Response

  Date: 11/13/2024

  PMC has provided direction to the guest with respect to the party responsible for damaging her vehicle. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22435417
  
  I am rejecting this response because

  The police report reflects both parties blaming each other and my vehicle was in possession of a PMC employee.  The employee did not get any information from the other driver and actually left the accident. Furthermore my vehicle smelled like marijuana when I got it back and I had to point out the damage because the employee did not even mention the incident. After trying to get assistance on this matter for over a month I am now being  told I need to do the extra work of getting my insurance involved for something that occurred between their employee and another driver. If that is the case it should be that PMC repair my damage and go after the driver.  My car was in PMC possession because it was a mandatory requirement for me to stay at my hotel. 

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

  
  

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6 to 7, 2024 we stayed at ************************ in ************* and utilized their valet parking services with PMC Parking Management Company. We paid for them to keep our vehicle overnight and left our keys with them. They parked our vehicle a few blocks from the hotel in an unmanned, unguarded, unfenced gravel parking lot and 3 vehicles all from ******* were vandalized each having windows busted out while in their care. The Valet Parking manager on duty filed a claim incident report with *** which they immediately denied and we filed a police report with the ****************************. PMC has repeatedly refused to reimburse us for the $338 damage to replace or vehicle drivers window while in their care even though Kentucky law expressly states that per KRS ******* Liability of parking lot or storage garage operator. Every operator of an automobile parking lot or storage garage who takes possession of the customer's automobile and requires keys to be left with the automobile or the employees of such parking lot or garage, shall be liable as bailee for hire and shall be obligated to safely keep and return such automobiles so parked or stored and shall be liable for any loss or damage to such automobiles except such as is caused by persons or forces beyond the control of the operator and his employees. The liability shall expressly include liability for theft, and for damage resulting from collision of any type on the lot or in the garage where the event is in the control of or should be in the control of the operator and his employees. Effective: June 17, 1954 History: Created 1954 Ky. Acts ch. 154, sec. 3, effective June 17, 1954. They have a duty of care to ensure protection of our vehicle for the services we paid for.

  Business Response

  Date: 10/21/2024

  PMC apologizes for the disruption this has caused. Our claims team will be contacting you to address. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 10/22/2024

  I received a message from *** today on your website indicating that they will get back within 10 business days.  If I do not hear back from them, I will reach back out to you.

  Thank you for your assistance in this matter.

  ****** C. *******

  Business Response

  Date: 10/23/2024

  PMC apologizes for the disruption this has caused. A member of our claims team will be contacting you to make payment arrangements. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 11/01/2024

  We received a message from PMC requesting our mailing address to provide payment for the damages.  I provided the requested information today and they anticipate processing payment directly to us within 7 to 10 business days. 

  I will update you once the payment has been received, but I would like to personally thank the BBB for providing assistance to us with this matter and hopefully achieving a successful resolution.

  Kind regards,

  ****** C. *******

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked in the Grundy Lot at 807p on 8/24 (as listed on my receipt), and paid $34.85 for parking, four minutes later my dashcam recorded once of your associates taking a photo of my car and placing a tag on it to say that it in violation. The violation notice of course does not list a time, and makes you agree to the terms and conditions of their parking policies before even look at it. I cannot find a way to even contact the company, the parking dispute link on their website is broken. How is this even a legitimate business, allow people to pay for parking and then say they are in violation moments later?

  Business Response

  Date: 08/27/2024

  PMC apologizes for the disruption this has caused. The parking charge has been refunded. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PMC Valet broke my car window at ********************** (Valet ***************) (Car#****** ************* requested 10:17am 8/4/2024) and refuses to pay for the damage. The manager ******* never sent the link for claims like he said he would. I had to get the link from a third party. Claims denied any wrong doing. This is a lie. I specifically got the managers number due to the damage to my car. I called him while at the business. He hung up on me. I called again and told him what happened he said he would call me later and hung up again. Even after volunteering my email address in a 3rd call he still did not send the link.

  Business Response

  Date: 08/12/2024

  PMC apologizes for the disruption this has caused. A member of our team has reached to obtain window repair bids. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:07/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice while parked in one of Parking Management Companys lots while already having paid for parking at the same time online Parking Management Companys website. This is not the first occurrence of such issues however I have simply just paid the notice in the past out of convenience.I have contacted the company via their customer service on their website which only allows you to submit a dispute via an AI Chatbot that instructs that a member of the customer service team will be in contact within 48 hours. I have not been contacted within the stated timeframe by the Company and the Company does not send any type of confirmation of submission of a dispute when submitted to allow for tracking purposes.This company employs a business model of issuing bogus notices to already paying customers. All while hiding behind a poor customer service experience and a website that is void of any and all contact information to allow customers to rightly resolve their issues.

  Business Response

  Date: 07/02/2024

  PMC apologizes for the disruption this has caused. We've refunded the parking charge. Apparently, the license plate was entered incorrectly. Thank you for contacting us. 

  Customer Answer

  Date: 07/02/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:05/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9th, 2024 I arrived at the *************** by ***************************************, ** for a one night stay. The hotel only offers valet parking for $45 a night with Parking Management Company (PMC). Upon arriving I was hesitant to allow the valet service to park my 2020 Highlander Hybrid. So much that I asked the desk clerk if I could pay $45 and park my own car in the garage. The clerk said she'd ask her manager and let me know. No one from the hotel contacted me. Reluctantly, I gave the valet manager (*****************************) my keys. The following morning, after checking out of the hotel, a different valet person, ******, brings my vehicle. I notice scratches and white paint on the hood. I ask for the manager. The manager is not there, but I'm told he's scheduled to work within five minutes. I wait thirty minutes, but he never arrives. I file a report with ****** who also takes photos of the damage. ****** assures me I should hear from the manager soon. I went back inside of the hotel to speak with the on-duty manager. He informs me that Parking Management Company (PMC) is a third party company, therefore the hotel is not liable and I need to contact the manager of the valet service. It has been a week and I have not heard from anyone from the company.

  Business Response

  Date: 05/20/2024

  PMC apologizes for the disruption this has caused, however, respectfully disagrees that it damaged the vehicle.

  Customer Answer

  Date: 05/21/2024

  
  Complaint: 21731059
  
  I am rejecting this response because:
  ***************************** called me on May 20th to inform me that the claims department received my claim and are meeting with the garage company to review the video footage. He also said that once the surveillance footage has been reviewed theyll make their decision. I asked ****************** if they keep a log of who parks the vehicles and who delivers to customer. He replied that he knew who brought the vehicle at checkout but did not know who parked it. On May 9th I specifically remember handing my keys to *****************************. 
  I also have pictures of all bars that raise when entering the parking garage. The bars are painted white and one bar in particular has possible red paint on the under-side. 
  I want to hear directly from someone at the parking garage company and the claims department. 
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/17/2024

  PMC apologizes for the disruption this has caused, however, respectfully denies that the vehicle was damaged while under its care, custody, and control. 

  Business Response

  Date: 06/17/2024

  PMC apologizes for the disruption this has caused, however, disputes the vehicle sustained damage while under its care, custody, and control. 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived at *********** ************ Downtown Across from ************* on Friday, April 5th, 2024 to attend the ************************* concert. We valeted our car with PMC at the *********** around 7pm. We woke early the next morning, around 6am, and requested our car so we could head back home. It was dark, and the valet driver brought our car up and we left. We drove home and upon exiting the car, we noticed the passenger rear door was scratched, dented and the running board was cracked and missing pieces. I called immediately, filed a claim with PMC, and spoke with ****, the manager on duty at *********** valet. He said I filed the claim, as I should have, but the rest is "out of his hands." I followed up the next 2 weeks because I hadn't heard anything until I received an e-mail denying the claim since I did not report the damage while still at the hotel. Again, it was dark. After talking to several people at PMC, who were rude and unhelpful, I filed the claim with my insurance company. Essentially, I am now paying for someone's irresponsible actions with my 2022 Yulon AT4. This is unacceptable and this company should be held accountable.

  Business Response

  Date: 04/24/2025

  *** apologizes for the disruption this has caused; however, it was not responsible for the alleged damages. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 26th, 2024 we valeted our vehicle with *** at around 5:30 PM. April 27th, 2024 around 9:30 AM the valet brought our car to us damaged. The rear passenger wheel had severe damage with dust on the tire showing the newness of the indicent. My car was purchased a week prior - with NO damage. The *** employee (***************************) was very helpful, contacted his boss (***********************), and helped me file a claim (Claim #******-DFLqk6) *********************** assured me that I would be contacted. He also made sure to let me know that once it went to claims, he haad no responsibility and couldn't assist me any further. Since the claim was filed on 4/27, there has been absolutley no communication. I have emailed on three occassions, and called and left a message as well. ***** did return my email and said he would look into the matter, but I still have not heard back from him. To have damage on my brand new vehicle due to this companies negligence, and then not hear back from them is beyond disappointing.

  Business Response

  Date: 05/07/2024

  PMC apologizes for the disruption this has caused. A representative from our team has reached out and provided instructions to have your vehicle repaired. Thank you for bringing this to our attention.