ComplaintsforLone Star Valet Services

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12th 2024 at approximately 5:20pm. An employee of Lone Star Valet, ***************************, working at Restoration Hardware in ****/********* was driving a customer's car and T-boned my vehicle while trying to exit the valet lane. I was driving north bound in the alley and he did not stop at the intersection but instead proceeded to turn right. I have tried contacting the company and spoke with **** the risk manager. My insurance company as well as the other vehicle's company have all made attempts to reach Lone Star and file a claim with their insurance but they are refusing to respond. When I did speak to **** later that week he said the accident was not their fault. He is not an insurance adjuster and it not able to make that determination. I am requesting Lone Star Valet to contact me or my insurance company and take full responsibility for the accident caused by their employee or I will take legal action

  Business response

  06/12/2024

  Good afternoon, 

  The information provided to me by our driver and witness was that our driver was at a complete stop when he was struck by **************** who at the last second made an attempt to avoid hitting him but was not able to.  
  

  My role for our company determines our position of liability and I do have rights to make the decision.  
  

  If ****************, her insurance carrier or an attorney have proof to show otherwise please provide that information and we will review and reply accordingly. 
  

  As of now all information provided to me indicates **************** was at fault.  

  Customer response

  06/13/2024

  I am rejecting this response because:   

  Their response is completely false.  There were no witnesses and the impact was to my vehicle which clearly shows my vehicle was the one that was struck.  Both my insurance company as well as the owners have stated the at fault party is the valet driver.  The person responding has not even seen pics of the damage.  

  
  

  Business response

  06/13/2024

  I have provided the information we have.   Our staff took photos of both vehicles at the time of the incident and I have analyzed the collision as well.   We did have another staff member on duty that witnessed the accident.   All of my statements are true contrary to what you have stated.  
  

  The owners of the other vehicle and your insurance company were not present during the collision therefore they are stating an opinion.  
  

  Your insurance company is paid by you to have your vehicle repaired in such an event of dispute and if they feel we are at fault they can surrogate with us.  

  Customer response

  06/13/2024

  I am rejecting this response because:   
  All lies.  Your staff did not take pics of my vehicle.  The owner of the other vehicle took them.  There was absolutely no witness.  Immediately after the accident your driver left to get the owner who came out and I spoke with him and took pics.  Several minutes later the manager arrived and we exchanged contact information.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/2/2024, ********************************* in ****** **. I valet parked my car and had done this before with no issues. I ate lunch with a friend and when we were going home, they (Lone Star Valet) brought my car to me with my ignition key damaged and detached from the fob. The young man ****** was about to give me my broken key after he apologized, without telling me that there was option to file a claim. I requested a manager and the young man, ****** filled out the claim form, while the manager was on the way. The manager that came was ********************* who told me that ********************* would be in touch with me and he would make a decision on if he would repair/replace the key. I was asked if I had a spare key and unfortunately, I do not. I never have. However, when I arrived to the restaurant my key was working just fine, and then when I get ready to leave, my key is broken.

  Business response

  03/05/2024

  Hello, 

  The customer has a 2007 Lexus with *******+ miles on it and the key broke.  As you can see in this Club Lexus forum this is a manufacturers issue and these types of keys break regularly due to poor design. 

  ******************************************************************************************************

  Operating a key, such as using a door handle to open the vehicle, is a necessary function of operating the vehicle when utilizing valet.   As stated in our disclaimer shown below we do not accept liability for mechanical failures such as this - 

  Under terms of LSV contract as is written on the Valet Parking Exit Check presented or text to you upon parking your vehicle e.g. Customer and company agree as follows: 
  [This is a license to park only, no bailment is created.  Customer agrees to use companys ********************** facility at customers sole risk.  Company expressly disclaims any responsibility, expressed or implied, to protect against the loss of or damage to customers vehicle or contents.  Company is not responsible for mechanical or electrical failure.  No employee or agent may enlarge companys liability in any manner.  ******** agrees to inspect car before leaving lot.  Customers claim of damage or loss must be reported and itemized on company form before car is removed from premises or customer shall waive such claim.  ******************** in this facility is an acceptance of the terms of this contract.]
  Under this provision, LSVs company cant accept liability for reasons stated above,as agreed.

   

  While I understand that the broken item is frustrating, it had many years/miles of use and has now failed.   I could recommend to go online and purchase just a new case and that will cost about $20.  

   

  This video shows how to replace the case at a low cost - *******************************************

   

  Thank you.  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car with this valet company while I went to have brunch. I returned to my vehicle and the button for the driver side window was missing. I asked the valet attendant what happened and he said he was rolling the window up the button came off.I asked him where was the button and he said he thought it fell on the side of the car. We both searched but could not locate the missing piece. He stay then escalated and sent me a form to fill out regarding the claim. I received an email from nick clonts who said they are not liable for the damage of my car. I have expected to Nick that my car was not damaged prior to valet handling the car, and the attendant admitted to breaking the piece off and not bothering to look for the missing piece. I all now unable to roll my window up or down. I am looking to sort this matter.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/09) */ There are two separate items to address here - 1. The employee not notifying the customer the button came off. This should have happened and I have apologized to the customer for this mishap. 2. The button coming off is what our company refers to as a mechanical failure. Our legal disclaimer on our ticket provided to the customer upon parking with our company states that we are not responsible for mechanical failure. It was necessary for our staff to roll the window up just as it is necessary for us to pull on the door handle to enter/exit the vehicle. If the door handle comes off or the window button comes off with normal operation of the vehicle that is a mechanical failure and is agreed by the customer upon parking with our company that we are not responsible. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are also leaving out the part where he also misplaced the button that was broken off. An apology will not cut it. You cannot break something off of someone's car, lose it and then say you are not liable. Secondly, my car was mishandled. This is not a mechanical failure. You are basically saying that your staff could intentionally break something on someone's car and claim mechanical failure? This does not make any sense. My car was in perfect condition before giving it over to your staff. The bottom line is something in my car was BROKEN and LOST. I am not responsible for either, your company is. Business Response /* (4000, 9, 2022/06/13) */ There is no dispute the button came off. Our staff are required to use items such as window switches, door handles and gear shifters. As originally stated we have a coaching opportunity for our staff on how to handle this situation and he should have informed the customer of the issue. However, that trainable moment doesn't equate to us paying for a mechanical failure with a window switch coming off. As stated in the disclaimer below we are not responsible for mechanical failure agreed by the customer upon parking with our company. Valet Parking Terms and Conditions of Entry Terms and Conditions upon which Lone Star Valet accepts this vehicle: 1. The person presenting this vehicle to Lone Star Valet represents and warrants that such person is the owner or authorized controller of the vehicle and agrees to be bound by the terms and conditions. 2. Lone Star Valet does not agree to accept any goods for safe custody and does not accept responsibility for the same. 3. Lone Star Valet may move and drive the vehicle to such places as Lone Star Valet deems fit during any period of custody, retention or control. 4. Lone Star Valet may deliver the vehicle to any person: 0. producing the customer ticket or Text message; or 1. offering such other evidence of ownership or authority or entitlement to receive the vehicle as Lone Star Valet deems satisfactory. 5. Lone Star Valet may retain the vehicle until the customer ticket or text message is produced or a person offers such other evidence of ownership or authority or entitlement to receive the vehicle as Lone Star Valet deems satisfactory. 6. Lone Star Valet shall have a general lien upon the vehicle and its contents until all sums due for parking and/or other services rendered by Lone Star Valet have been paid. 7. Parking charges will be payable in respect of any period of retention and Lone Star Valet reserves the right not to deliver the vehicle in accordance with clause 4 above until such charges are paid in full. 8. Subject to the owner or authorized controller's statutory rights as a consumer which may not be excluded or limited, Lone Star Valet limits its liability to the fullest extent permitted by law. 9. The owner or authorized controller may have certain consumer rights in connection with this agreement. To the extent permitted under that legislation, Lone Star Valet limits its liability for failure to comply with such a consumer guarantee: 0. in connection with the supply of goods, to any one or more of the following: 0. the replacement of the goods or the supply of equivalent goods; 1. the repair of the goods; 2. the payment of the costs of replacing the goods or of acquiring equivalent goods; or 3. the payment of the costs of having the goods repaired; and 1. in connection with the supply of services, to one of the following: 0. the supplying of the services again; or 1. the payment of the cost of having the services supplied again. 10. We must comply with Privacy Laws. Any personal information provided to us will be dealt with in accordance with our Privacy Policy which can be found at our website online. 11. This is a license to park only, no bailment is created. Customer agrees to use company's parking facility at customer's sole risk. Company expressly disclaims any responsibility, expressed or implied, to protect against the loss of or damage to customer's vehicle or contents. Company is not responsible for mechanical or electrical failure. No employee or agent may enlarge company's liability in any manner. Customer agrees to inspect car before leaving lot. Customer's claim of damage or loss must be reported and itemized on company form before car is removed from premises or customer shall waive such claim. Parking in this facility is an acceptance of the terms of this contract. Company is not responsible for any articles left in car nor will company accept possession or bailment of such articles. Consumer Response /* (4200, 11, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable. You all lost something from my car and saying you are not responsible. How does that make sense to you? If you lost someone's keys, would you not be responsible? It is the same thing. Business Response /* (4000, 13, 2022/06/16) */ The original failure of the part was the button popping off from normal use of a window switch. We had to roll the window up and dont have a choice. We cant park a vehicle in a remote lot leaving the window down. It is a necessary function of parking a vehicle safely. The button failing is a mechanical failure of the vehicle. Our disclaimer states that we are not responsible and that the customer agrees the terms by accepting to park with our company. Consumer Response /* (4200, 15, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) You cannot claim this as mechanical failure because you have no proof that your attendant did not intentionally break it, or pulled way too hard on the button. Secondly, WHERE IS THE BUTTON? You are intentionally skipping over this. You returned my vehicle with missing parts. I did not give my car to your staff with a button missing. That is unacceptable. Your policy does not state you can return a vehicle with items missing for the car to function properly. Please show me where that is stated. I asked your attendant for the button and he could not locate it and you think an apology rectified the situation? Absolutely not! Business Response /* (4000, 17, 2022/06/22) */ The failure of the part and the loss of the button were not the fault of our employee. The part failed and the button did come off, but was just chance. While I understand it is frustrating to deal with our employee had to roll up the window as a function of securing the vehicle. Finding the missing button wouldnt repair the broken window switch. The window switch would still be broken and need to be repaired. Our disclaimer states we are not responsible for mechanical failure and the part failed during use. Our company is not responsible for failed mechanical parts of a vehicle. Consumer Response /* (4200, 19, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is incorrect. You don't know if the button could have simply been pushed back in to allow use of the window. Losing song in someone's car is your responsibility. If one of your attendants loses someone's keys because they broke off a keychain, are you saying you wouldn't be held responsible for finding their keys and returning their car? Business Response /* (4000, 21, 2022/06/24) */ Our company is not responsible for the failed part and our disclaimer states so as agreed by the customer upon parking with us. The part we are referring to is a mechanical part. Upon pressing the button it failed. That is a mechanical failure. This is clearly defined and agreed-upon parking with our company that we are not responsible for mechanical failures. Consumer Response /* (4200, 23, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not a mechanical failure when you don't know it's your staff intentionally broke the button or pulled too hard. Those are very real possibilities. Can't be mechanical failure if I've used that button over and over with no issues. Are you saying your staff can break things in people's car and claim mechanical failure? Yes it is your attendants fault for losing the button. How do you know a repair shop can't just use the missing button to fix the issue? Now I am being told by you that I am responsible buying a new part that should have been given to me when retrieving my vehicle Business Response /* (4000, 25, 2022/06/29) */ If you would like to have a mechanic take a look and tell you what it would take to rememdy the issue the mechanic can tell whether or not the part was repairable or needs to be replaced. I am of the opinion that it would need to be replaced. Most window switches cant be repaired with super glue and if they are it is only temporary. Once you have your diagnosis by a reputalbe mechanic I will verify by having our mechanic look at your vehicle as well.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE DO NOT USE THIS VALET SERVICE!!!!! **** ****** is the Risk Manager of this lovely establishment and is solely responsible for the theft of our vehicle. We visited the Westin Stonebriar in Frisco Texas foe a mini vacation. Upon returning from dinner, we gave our keys to the valet attendant on duty and retired to our room. The next morning we went down to leave only to be told they couldn't find our keys. Initially, we weren't concerned as we figured they'd lost the key and would recover it soon. That was far from the truth! We later found out someone stole our vehicle by taking the key from what was supposed to have been a locked key podium. When we arrived from dinner, the attendant was sitting in the doorway with the podium box. Later upon inquiry, it was discovered "a supervisor" drove through the lot and demanded the attendant move the podium from surveillance coverage and she parked our vehicle in a spot where there was no surveillance coverage. Sounds like an inside job to us. I asked them to rollback surveillance. They couldn't because of the actions of the supervisor who was very aware of what areas were covered and areas without coverage. I then asked if the podium was secured, how was our key taken? The attendant replied," well you can actually use a paper clip and jimmy it open!" WTH! At this time, we asked to speak with a supervisor to come and speak with us about the theft and was given a phone number on a yellow sticky note while saying "you need to call this number!" No sir!!!!! We are the victims here! We will not call anyone from a freaking sticky note! **** ****** eventually gave us a rental and then extended it until today. He called today demanding the rental is retuned yet with no solution as to how we remedy this issue. He told us to file the claim on our insurance and we said no! He said we've had 16 days to come up with a value for your car and you've done nothing. Wow!

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/10) */ Contact Name and Title: **** ****** Contact Phone: XXXXXXXXXX **** Contact Email: *******@lonestarvalet.com Customers satisfactory resolution to this matter was to be connected with our insurance company. I have connected them so the desired resolution should have been met to satisfy the complaint and close the matter with the BBB. FYI - The customer states "**** ****** is the Risk Manager of this lovely establishment and is solely responsible for the theft of our vehicle." in which is slander. I am not solely responsible for the theft of the vehicle. This slanderous statement needs to be removed from any statements spoken or written by the customer. The supervisor she speaks of referring to "an inside job" has been with LSV for over 20 years. Again, we ask that all speculation and slanderous comments be removed. Also, my last name is ******. Thank you. Consumer Response /* (3000, 7, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is No Response. Let's state then facts: 1. Our vehicle was stolen from his valet service company on December 19, 2021. Despite multiple attempts to obtain insurance information and a settlement/solutions, **** ******* ( of who gives a **** what your name is) has ducked and dodged every attempt to do his job and rectify this incident. He had the audacity to offer a monthly cash settlement as though we were stupid and would agree to such an awful offer even though he has 17 years of experience. Put that experience to work and close this theft out. Additionally, NO ONE cares about the tenure of you or your supervisor. Tenure does not dictate integrity or honestyboth of which you do not have. You're stalling and making daily excuses. Reply with a real remedy! Business Response /* (4000, 9, 2022/01/11) */ This claim is now with our insurance carrier as Mrs. ***** wanted. I spoke with them today and they will call the ***** family. There is nothing else for us to do as a company now being that it is out of our hands. BBB should accept that as reasonable resolution. Once a claim has been submitted to our carrier I am removed and they take it from there. Consumer Response /* (4200, 11, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have yet to be contacted by his "insurance company". Again, **** has NOT provided any contact information regarding his insurance company's name, the agent's name, a phone number or any other pertinent. It is our beliefs this is a STALL TACTIC as this man has moved indicated any honest intent or action since the beginning of this ordeal. He knows his plot was foiled now he's trying to pass the burden to an imaginary insurance company. 17 years experience amounts to NOTHING! WHO IS YOUR INSURANCE CARRIER? What's their phone number? What's the name of your carrier? This is RIDICULOUS! And we're exhausted with this foolishness!

*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. ↩