10 W 66th Street CAR Parking

Review: I am writing in reference to an incident involving my vehicle that took place on June [redacted] between 1:36 PM and 4:57 PM, at the [redacted] Garage. To summarize: I submitted my vehicle (05 Toyota Camry) to the garage to be parked by the attendants at roughly 1:36pm on June [redacted]. Upon receiving my vehicle back at roughly 4:57pm, I noticed a dent on the right side of my rear bumper that was not present when the vehicle was submitted to the garage. The paint was significantly scratched/worn, centering around the dent which had fresh black paint (from what appeared to be another vehicle) surrounding the point of impact. I took several photographs on site and can provide them if need be. While still on site, I filled out a Customer Incident Form that was signed and dated by the attendant (No. [redacted]). I also attempted to reach the customer service department while still at the garage but was redirected to the voice-mail system. I left a message with my name and contact information requesting a follow up. I sent an email on June [redacted] requesting a follow up on the incident but did not hear back for over 48 hours. I then followed up yet again via email on June [redacted] and received a follow up from [redacted] (customer service) requesting photographs and additional information. I provided the requested information via email and then did not hear back from [redacted] for another 48 hours at which time I sent another email (on June [redacted]). I hadn't received any replies from [redacted] for over 48 hours again and decided to call and leave a voice-mail. The customer support line would never result in me being able to actually speak with [redacted] and ALWAYS went straight to his voice-mail. After leaving several voice-mails, I finally contacted the general support line on June [redacted] (possibly [redacted], I called so many times it's hard to keep track) requesting that I be put in direct contact with [redacted]. This was to my surprise unsuccessful as he was "not in the office". Finally on June [redacted] (6 days from my previous email), I receive an email back from [redacted] indicating that the case is being looked into by [redacted] (the district manager) under claim number [redacted]. I then replied to [redacted] requesting [redacted]'s direct contact information as I had been unsuccessful dealing with [redacted] over the last few weeks. I had not heard back from him for over 5 days and sent another request for the information on June [redacted] via email. Between then and now (July [redacted]), I have been calling the general support and customer service numbers attempting to get an update on my case on a weekly basis (sometimes multiple times a week). The answer from [redacted] is generally the same and no additional details are provided...that is, if I'm lucky enough to get in contact with him. I was told several weeks ago that "video footage was being reviewed" and that I would "hear back by the end of the week". This of course turned out to be one giant lie and what seemed to be a stall tactic. In short, management and customer service for the Garage are highly unresponsive and do not seem motivated to resolve my grievance. I attempted contact several times both by phone and via email and was unable to get the people involved in making the determination to take the matter seriously, if even to pick up their phones. I have since gotten an estimate for the damage to my vehicle which was appraised at $325 and it seems that the owners are not willing to examine the evidence in order to make a determination of guilt (let alone reimburse the damage cost).Desired Settlement: I would like for the owners of the garage to reimburse me for the damage incurred to my vehicle while in their possession. Based on the damage, it is clear to me that the attendant responsible for parking my car either hit a black colored vehicle or vica-versa.

Business

Response:

Dear [redacted]:

We apologize for the late reply. We reviewed this claim with the area district manager as well as the location manager shortly after the claim was made; their determination was that we did not damage the vehicle. That was substantiated via video review. A picture from the video, on 7/**/2013, was submitted. Subsequently we forwarded the video to [redacted].

We have not form the customer since and we closed the file.

If you need to follow please contact me at the below email or call ###-###-####.

Business

Response:

Dear [redacted]:

We are surprised that [redacted] is disputing our finding; he has the same video that we do. It is very common in our industry for vehicles arriving at a garage with damages unknown to the vehicle,. op.erator/owner. We frequently surprise our customers by pointing out or showing video

review of an previously undetected vehicle body damage. This is one of many.

GGMC is a long time professional parking company with a sterling reputation that is very concerned with customer service. We are sorry that [redacted] experienced unsatisfactory service. We will dwell into this complaint aggressively.

If you need to follow please contact me at the below email or call ###-###-####.

Consumer

Response:

At this time, I have not been contacted by 10 W 66thStreet CAR Parking, LLC regarding complaint ID [redacted].

Sincerely,