Ace Parking Management Inc

Review: On May 20th, 2014, Ace Parking Management was to have an online sale of parking passes for an event in July. The site went live at 9am PST and was immediately plagued with issues. The site was shut down, and came back up at 245pm PST. Again, it crashed. The company advised that the site would be up intermittently throughout the evening and that, "You are welcome to try and access the site at different periods throughout the evening. All purchases made during these brief openings will be honored." (- taken from Ace Parking's Facebook post, dated May 20, 2014). I tried to access the site to purchase my passes later in the evening and was able to get in. I purchased 4 parking passes for the San Diego Convention Center, dated 7/24, 7/25, 7/26, and 7/27. I made it to the check out and proceeded to enter my payment information. Once I submitted, the site provided an error message stating that I had entered an incorrect email address and that the purchase was rejected. I checked under the "purchased reservations" section of the site and saw that no passes were listed. I then checked my bank account for the charge but nothing showed up. So, I reentered my email address and submitted again. Upon completion, I was given the same error message. I went through the entire process again before giving up. This error on the site resulted in four separate charges of $79.80, totaling $319.20. I was not alone in this problem and Ace Parking assured those of us who were billed multiple times would receive refunds by May 21, 2014, and, as mentioned above, that our purchases would be honored. I called Ace Parking several times throughout the day on May 21, 2014, and was assured several times I would receive my refund by end of day May 21. I also emailed them at the email address provided for this issue and received no response. This morning, May 22, refunds STILL have not been issued and the company is claiming that the purchases would NOT be honored as originally promised, and that if we want to ensure we have a parking spot, we should buy the more expensive parking passes for different lots. Again, this is BEFORE they have even issued refunds. In other words, after taking our money and promising we would be taken care of, we were instructed to spend MORE money on more expensive parking passes.Desired Settlement: What I want is fairly simple - refund the three extra charges to my account ($239.40) and provide me with the passes I purchased, as promised.

Review: I parked in Ace Parking lot November 28, 2014 between 8am -8:30am. When I approached the machine to pay it stated, "$8 before 7pm". I walked over the McDonalds for change. Upon my return, the machine stated "$10". There was not attendant available, so I attempted to reach someone at the number provided, 214-761-6400. I called this number several times with no answer. I left a note on the dash and went into the [redacted] building. I returned to the parking lot periodically, but there was never anyone there to assist. However, one of the times there was a boot on my vehicle. I called the number provided and the dispatcher sent an individual by the name of [redacted]. I tried to convey to him the situation and he told me he doesn't handled any issue(s) and I would have to pay to have the boot removed. He also could not provide me with any information of who to contact with a dispute.

Product_Or_Service: Boot RemovalDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund for the amount of the boot removal.

Consumer

Response:

I have responded to this question before. You all then forwarded the complaint to Dallas and they have since forwarded back to you. Ace Parking's customer service is handled via their San Diego office. The exact location of the parking lot is in Dallas, TX on the corner of Commerce & S Poydras

Business

Response:

Dear [redacted],

Review: I attempted to purchase parking for San Diego Comic-Con from Ace Parking on Tuesday May 20. When I tried to purchase tickets from their online website, an error message kept popping up saying that my purchase couldn't be completed because of an invalid email address. Since it said that my purchase couldn't be completed, I went through the process a few more times using different email addresses and making sure it was typed in correctly. Each time I tried to purchase parking the same message popped up saying that my purchase was not completed. Even though I got all those messages saying that my purchases were not completed, my Credit Card had 4 charges for parking from Ace Parking. Ace Parking said that they processed the refunds last week on Thursday May 22, and the charges were gone from my online statement that day. To my surprise I received my monthly statement from my bank, and the 4 charges for parking were back and only 1 had been refunded. Ace Parking has said that they have processed all the refunds on their end while my bank says that they have not received any other messages concerning the 3 charges that haven't been refunded. I have contacted them but keep getting the same statement that all refunds have been given out on their end.Desired Settlement: I would like my Credit Card refunded for the other 3 charges. I would also like Ace Parking to take accountability for their bad customer service and bad business practice as it pertains to their online sale system. When somebody gets a message saying that their purchase online has not been processed, then there is no way I should have any charges from Ace Parking.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On October 14, 2015. at a Downtown building Parking Garage. Time: Between 8:25 am - 9:00 am. ACE Parking Supervisor Name: [redacted]. This staff member is an Ace Parking Supervisor for the Downtown San Diego Location. I am a tenant and I park in the underground parking. I drove up from my parking spot, to exit the garage. I misplaced my Key Pass Card and called Ace Parking by pushing the button near the exit. I explained my situation and the agent would not open the gate. She hung up on me. I called back again. We were connected again. I told her my name, address and explained the property manager was unavailable. As we spoke via the intercom system the second time,. She pulled up in the vehicle truck and she was talking on her cell phone to me through the intercom. She physically showed up and basically told me to look up. She said, "I am here in front of you now", with an attitude. She obviously drove while talking on her cell phone and wanted to confront me.. She then pulled into the parking garage. She exited her vehicle and physically approached my car. I asked her, "since you are here will you please open the gate?" and I handed her my Drivers License for proof. She ignored it and would not look at it.She continued talking about how I need to buy a new pass key. I explained again, that it was misplaced and Regina my property managers office hours are 9-5pm. It was not 9am yet. She said that I have asked to open the gate more than once. I explained, yes I exited my parking spot and tried to leave before and I asked for help to get out before. This was unprofessional and improper on her behalf. This was a very negative experience. My son was scared and I was very upset.I strongly believe that this was uncalled for. I believe that my son and I did not deserve this unfair treatment. I should not have been detained in my building for more than 20 minutes by her. I felt trapped. She used her job position to control meDesired Settlement: This person should have an employee evaluation. Her work ethic is very unprofessional. She should not use her position for power over people. She should not treat the tenants that pay rent in a building as criminals if they are not committing a crime, but only asking for help. She needs to have work ethic if she is going to be a supervisor. She should not make people feel threatened, uncomfortable, and violated. She should not harass the tenants or any person of the building. There needs to be some kind of behavioral modification. She needs her supervisor to know that she has mistreated tenants of this building and that they felt harassed and targeted by her. I am very uncomfortable in my own building now. This was a very negative experience.

Business

Response:

I will review the complaint message and discuss resolution with proper authorities. I will respond with final decision.

Business

Response:

I've left a message for the customer to contact me directly, as the person she complained about reports to me. I have also addressed the issue with the employee and will have her go through training.