Empire City Casino at Yonkers Raceway

In response to complaint ID [redacted] on behalf of [redacted] concerning her Valet claim at Empire City Casino on March **, 2014, please be advised that the incident was fully investigated and our company has concluded that the damage was preexisting [redacted] placed her initial call to the legal department on April *, and subsequently followed up with a letter requesting that we investigate A full investigation was undertaken and a determination made that the damage did not occur while her car was under the control of ValetA denial letter was sent within hours of the patron’s initial contact of the Casino Six days after the legal department sent the denial letter, the patron called indicating that they disagreed with our position and asked that we forward a copy of the incident report to her insurance carrierWe followed up and sent a copy to her insurance agent [redacted] who works for the [redacted] Agency located in Yonkers NY To date we have not heard anything further and assumed the matter had been resolved now that she has opened a claim with her own insurance carrier We hope this will clarify any misunderstanding and appreciate the opportunity to explain [redacted] [redacted]

The Casino has fully investigated the alleged Valet damaged and maintains that the damage to the vehicle did not occur while in the possession of our staff [redacted] has decided to pursue the claim through insurance We hope this will clarify any misunderstanding The Legal Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is still not resolved because I do not agree that a "full investigation" actually happened. I left two messages for [redacted] and also spoke with a women named [redacted] in the legal department. I am asking for a time stamp on the security video tape that they claim has my mother-n- law's car entering the Casino premises with damages already on the car. No one has been able to provide me with that information.
Just in the past two weeks, their public relations representative [redacted] said that the valet company is claiming that they previously noted damages on the valet ticket when the car arrived that night. That is absurd. If that is true, where is that ticket, what did damages did it describe and why wasn't that information said from the very beginning to my in laws on the evening of the incident? The only reason that is coming up now is because someone is trying to continue to cover up damages they are responsible for and does not want to pay or risk losing their job. 
No one was truly looking into my claim at all, nor answering my phone calls until after filing with the Revdex.com. On Friday, May [redacted] was the first time someone ([redacted]) contacted me regarding my concerns. We also spoke today Tuesday, May [redacted]. We spoke about the incident overall and specifically about the need to find out what car is on the video and what time it is arriving with damages. I also told her that the valet, after two hours, brought the incorrect vehicle that night to my family before bringing them their actual car. Second, the letter that was sent explaining that the Casino conducted a "full investigation" and is not responsible, actually specifies damages on the wrong side of the car. Do they even know what kind of car my mother-n-law owns? What car are they looking at that is damaged? What valet ticket and from what car did they make notes about damages?  
This is only additional information leading me to continue to insist that someone working for the Valet company damaged the vehicle. My only hope now is that [redacted] will help me find the truth and get justice for my family. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have been a customer at Empire City since it originally opened. I have never had a bad experience until today. I will never go there again. Upon entering today, the security searched my messenger bag (a bag I have brought in for a long time) like they always do. I have nothing to hide so of course I understand that. Then, for some unknown unexplained reason I was told I had to check my bag...after they inspected it!!! I never had to check my bag before. I can't check my bag because I have my cell phone and tablet and inhaler that I need with me to get work calls. I refused to check my bag and told them I will not return. They lost a customer.

In response to complaint ID [redacted] on behalf of [redacted] concerning her Valet claim at Empire City Casino on March **, 2014, please be advised that the incident was fully investigated and our company has...

concluded that the damage was preexisting.
[redacted] placed her initial call to the legal department on April *, 2014 and subsequently followed up with a letter requesting that we investigate.  A full investigation was undertaken and a determination made that the damage did not occur while her car was under the control of Valet. A denial letter was sent within 24 hours of the patron’s initial contact of the Casino. 
Six days after the legal department sent the denial letter, the patron called indicating that they disagreed with our position and asked that we forward a copy of the incident report to her insurance carrier. We followed up and sent a copy to her insurance agent [redacted] who works for the [redacted] Agency located in Yonkers NY.  To date we have not heard anything further and assumed the matter had been resolved now that she has opened a claim with her own insurance carrier.
We hope this will clarify any misunderstanding and appreciate the opportunity to explain.
 [redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

The Casino has fully investigated the alleged Valet damaged and maintains that the damage to the vehicle did not occur while in the possession of our staff.  [redacted] has decided to pursue the claim through insurance.
 
We hope this will clarify any misunderstanding.
 
The Legal Department

Review: Our family attended a benefit to raise money for the children of the Yonkers community. We all valeted our cars. My mother-n-law along with many others, waited one hour and half to two hours for their cars. However, when my mother-n-law had her car brought around, it had more than $2000 in damages. Photographs were taken and a "report" was made.

No one contacted my mother-n-law after one week, so she called the legal department and asked about how to proceed in getting the report and her car repaired. The [redacted] in the legal department told her to write a letter requesting the report to start the claim. After another week passing, no one contacted her. Finally, she called again and the [redacted] said that an investigation was completed and that they have determined that the car was already damaged before it got to the Casino and that a letter is being mailed to her explaining that they are not responsible for the damages to her car. The Casino has denied and has dismissed any calls asking at the very least for the deductible on the insurance. The Casino should be responsible for the cost to repair the vehicle.

NO one had the decency to even call my mother-n-law and apologize or explain how this was determined. She had to continue to call, resulting in only being called a liar. This issue was not handled properly and the [redacted] should also be made aware of this.Desired Settlement: The Casino should take responsibility for the damages on the vehicle and at the very least pay my mother n law the deductible amount from her insurance company.

Business

Response:

In response to complaint ID [redacted] on behalf of [redacted] concerning her Valet claim at Empire City Casino on March **, 2014, please be advised that the incident was fully investigated and our company has concluded that the damage was preexisting.

[redacted] placed her initial call to the legal department on April *, 2014 and subsequently followed up with a letter requesting that we investigate. A full investigation was undertaken and a determination made that the damage did not occur while her car was under the control of Valet. A denial letter was sent within 24 hours of the patron’s initial contact of the Casino.

Six days after the legal department sent the denial letter, the patron called indicating that they disagreed with our position and asked that we forward a copy of the incident report to her insurance carrier. We followed up and sent a copy to her insurance agent [redacted] who works for the [redacted] Agency located in Yonkers NY. To date we have not heard anything further and assumed the matter had been resolved now that she has opened a claim with her own insurance carrier.

We hope this will clarify any misunderstanding and appreciate the opportunity to explain.

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is still not resolved because I do not agree that a "full investigation" actually happened. I left two messages for [redacted] and also spoke with a women named [redacted] in the legal department. I am asking for a time stamp on the security video tape that they claim has my mother-n- law's car entering the Casino premises with damages already on the car. No one has been able to provide me with that information.

Just in the past two weeks, their public relations representative [redacted] said that the valet company is claiming that they previously noted damages on the valet ticket when the car arrived that night. That is absurd. If that is true, where is that ticket, what did damages did it describe and why wasn't that information said from the very beginning to my in laws on the evening of the incident? The only reason that is coming up now is because someone is trying to continue to cover up damages they are responsible for and does not want to pay or risk losing their job.

No one was truly looking into my claim at all, nor answering my phone calls until after filing with the Revdex.com. On Friday, May [redacted] was the first time someone ([redacted]) contacted me regarding my concerns. We also spoke today Tuesday, May [redacted]. We spoke about the incident overall and specifically about the need to find out what car is on the video and what time it is arriving with damages. I also told her that the valet, after two hours, brought the incorrect vehicle that night to my family before bringing them their actual car. Second, the letter that was sent explaining that the Casino conducted a "full investigation" and is not responsible, actually specifies damages on the wrong side of the car. Do they even know what kind of car my mother-n-law owns? What car are they looking at that is damaged? What valet ticket and from what car did they make notes about damages?

This is only additional information leading me to continue to insist that someone working for the Valet company damaged the vehicle. My only hope now is that [redacted] will help me find the truth and get justice for my family.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The Casino has fully investigated the alleged Valet damaged and maintains that the damage to the vehicle did not occur while in the possession of our staff. [redacted] has decided to pursue the claim through insurance.

We hope this will clarify any misunderstanding.

The Legal Department

I have been a customer at Empire City since it originally opened. I have never had a bad experience until today. I will never go there again. Upon entering today, the security searched my messenger bag (a bag I have brought in for a long time) like they always do. I have nothing to hide so of course I understand that. Then, for some unknown unexplained reason I was told I had to check my bag...after they inspected it!!! I never had to check my bag before. I can't check my bag because I have my cell phone and tablet and inhaler that I need with me to get work calls. I refused to check my bag and told them I will not return. They lost a customer.