Airport Parking Connection Inc

Dear Revdex.com of San Diego
The address of Airport Parking Connection is:
1369 6th Ave.
San Diego, CA 92101
To bring you up to date on what has occurred since I first filed the complaint:
I have not received any refund, despite...

hearing back from the company on 4/16 with an email confirming that what I had paid for my reservation was refunded to my credit card (cut and paste below).Dear [redacted],
This message provides confirmation that your parking reservation # [redacted] at San Jose DoubleTree Hotel has been cancelled.
A refund of $30.50 has been credited back to your credit card.
I also received the following explanation of why their customer service regarding refunds is so problematic (another cut and paste):
[redacted],
We apologize that this
took so long to remedy, most of out customer inquiries are made via
email and phone inquires if not answered are directed to a virtual
voicemail system. It has recently been brought to or attention that the
virtual voicemail system we've been relying on has not been working
efficiently resulting in messages not reaching us. We've since switched
over to Google voice to handle our customer support voicemails and have
seen an improvement in message delivery.
Agai, we apologize for the inconvenience this has caused.
This explanation makes no sense in that their cancellation process is done via email on their website. People would have to hunt for their phone number (like I did) and that would only be necessary after they already had failed to process the refund.
Thank you for your help in investigating their practices regarding following through on their policy of refunding all but 1 day of the cost when cancellations are made within 24 hours.
[redacted], MD

Review: I booked a reservation through the Airport Parking Connection website for 3 days at the Doubletree Hotel parking lot in San Jose, CA for Feb 28 to March 2 this year (reservation number [redacted]). Because of stormy weather where I was headed, I cancelled my plans on Feb 28th. I used the cancellation part of the website to cancel my parking reservation the morning of the 28th (I have documentation). I understood that I would receive a refund for all but 1 day of parking since I cancelled within 24 hours.I was charged the full 3 days. I have not received a refund for the other 2 days. When I went to the website to attempt to contact someone at Airport Parking Connection, the information there only advises customers to contact someone at the parking lot itself. But doing so led me in a circle in that the Doubletree parking lot manager cited that Airport Parking Connection is a separate vendor and that I should contact them.Last week I used the phone number for Airport Parking Connection associated with the line item on my credit card bill. I left a message on their phone line asking for the refund to be handled right away. I have not received a call back nor has the money for the 2 days of the reservation been refunded. I called again today and got the same message line.While the amount of money I am owed is small, I am concerned about what seems to be a shady business practice of not refunding cancellations and having no way for the customer to truly contact the company about the problem.Desired Settlement: I would like a refund of the full amount of my original reservation given the amount of time I have spent problem addressing their lack of follow through. Also I would like Revdex.com to investigate their process for these kinds of financial transactions so that they are not allowed to treat other customers the same way.

Consumer

Response:

Dear Revdex.com of San Diego

The address of Airport Parking Connection is:

1369 6th Ave.

San Diego, CA 92101

To bring you up to date on what has occurred since I first filed the complaint:

I have not received any refund, despite hearing back from the company on 4/16 with an email confirming that what I had paid for my reservation was refunded to my credit card (cut and paste below).

Dear [redacted],

This message provides confirmation that your parking reservation # [redacted] at San Jose DoubleTree Hotel has been cancelled.

A refund of $30.50 has been credited back to your credit card.

I also received the following explanation of why their customer service regarding refunds is so problematic (another cut and paste):

[redacted],

We apologize that this

took so long to remedy, most of out customer inquiries are made via

email and phone inquires if not answered are directed to a virtual

voicemail system. It has recently been brought to or attention that the

virtual voicemail system we've been relying on has not been working

efficiently resulting in messages not reaching us. We've since switched

over to Google voice to handle our customer support voicemails and have

seen an improvement in message delivery.

Agai, we apologize for the inconvenience this has caused.

This explanation makes no sense in that their cancellation process is done via email on their website. People would have to hunt for their phone number (like I did) and that would only be necessary after they already had failed to process the refund.

Thank you for your help in investigating their practices regarding following through on their policy of refunding all but 1 day of the cost when cancellations are made within 24 hours.

[redacted], MD