CampusParc at The Ohio State University

Sent the attached email directly to customer.  Waiting for reply.

Significant parking issues around the hospital. I work at the hospital, and many offsite locations. Often I have to travel back to the hospital for meetings, or to assist with a case in the late morning/afternoon. After about 9am-930 there is hardly ever parking available. Occasionally one will get lucky, but its just that, luck. Around lunch ones luck may improve slightly. But this is an issue till probably around 2-3pm when parking is available again.
Prior to CampusParc taking over management, there were as least 4 or 5 spots in the garage at the very top at all hours, not anymore. They moved valet parking into a staff only garage, and the other is shared with hourly parking. Basically they're selling my ability to park to someone else at an hourly rate. The number of people I see going into an out of the garages tells me im not the only one with this issue.
In checking garages around campus, others are rarely full, but are a long way away, across the other side of campus.
I'm presume part of the issue arose since the 315 ramp went in. The easy access to these garages for the hospital causes them to fill first, with hospital and univeraity staff. Someone who could use another garages chooses to park there to avoid the extra 5 minute drive to another garage. I shouldnt have to park a mile away, then spend 20 minutes walking back or waiting for a bus/shuttle. I've parked at the vet clinic before, and walked to the hospital a number of times, probably half a mile. Lately I end up parking illegally somewhere, due to cold weather. If I get a ticket for this I'll refuse to pay it and file a complaint with the president of the University and CampusParc. They can take the fee out of the extra money they get by double dipping, selling hourly parking in the same spaces they sell for yearly passes. Seems this is practicing in bad faith for the product they're selling us.
Barring this I'll find a job elsewhere; somewhere I dont have to stress about parking, or waste 15-30 minutes of my day because of it.
Parking in the "pit" is even worse, I feel bad for staff having to stalk others for a parking spot. I wonder how much they make off double selling the parking there with their pay n' display system there?
Occasionally the A&B pass 2 hour parking in the pit is an option though for me, if its available.
I understand CampusParc only manages the parking, but they should be able to collect data on where employees work, where they park, and adjust the rules accordingly. Perhaps make some areas hospital only, and limit the number of spaces they allow for daily pay parking in these areas if its still crowded.
Their feature on the website showing "fullness" of a garages would be nice if it workes. I doesn't account for the empty valet spaces which we cant use. This makes their online "capacity" tracking almost useless for me.
Another issue occurs when it snows. Sectioning off the top of a garage, because you can't get someone up to plow it off before it fills the other floors is horrible. Apparently 10% of the workforce just isn't expected to come to work on snowy days since they dont supply sufficent parking. Luckily this wasn't as much of an issue this year, but last year was bad.

During certain athletic or special events, CampusParc is required by the University to close off certain lots on campus.  During the One Direction concert, many lots near the stadium were blocked off for concert permit holders and crew.  Signs were posted in these lots 4 days prior to the...

event alerting customers.  We also posted the notice on our website and in OnCampus Today, which is emailed to all Faculty, Staff and Students.  CampusParc does not collect the proceeds generated from these large events, all proceeds are returned to the University.  We made a good effort to alert our customers of the pending impact.

I have been an employee of The Ohio State University for over a year and have had the same personalized plates for several years. On 12/8/2014 I was issued a $55 citation for an unregistered vehicle. When I brought it to the attention of their office staff within Bevis Hall on campus, they said that it was a mistake. Then they had the nerve to say that they will downgrade the citation to $6. I then questioned why I have to pay any fee as it was their mistake, and they replied with rambled comments of maybe I registered it wrong, etc. Knowing that I've had the plates registered since being employed, I became more upset and paid the $6 and left the office. Afterwards I learned that because I have already paid the fee, I am unable to submit an appeal. I am finding that my permit information has been edited as I logged in for the citation info today. Such practices contradicts their Values and Mission statement on their website. Somehow they continue to conduct business in this manner without consequences and is not acceptable. Since the end fees are significantly lower than initial citations, it would most likely require a Class Action Lawsuit to correct such poor business practices.

Our Customer Service Manager has spoken directly to the customer.  We have apologized for the tremendous inconvenience this has caused him, and are working with our Enforcement team to prevent a repeat occurrence.

Ms. [redacted],We do apologize for the difficulties you experienced while attempting to make payment for your citations online.  We have researched the incident with our credit card processor and the reason your payments were being declined, was due to a mismatch of the address you entered into...

the system to the one on file with your credit card company.  We have attached a transaction detail report from one of the attempted payments, which gives an explanation as to why it was declined.  We no longer accept phone payments in order to protect our customers credit card information.  We understand that this creates an inconvenience at times, but we feel this inconvenience is outweighed by the added security to our customers.

The machine at the exit of the garage refused to read my ticket. After speaking with the help desk they only let me out after overcharging me by quite a lot and I was not offered a receipt.
I called the company to get a receipt issued and was told that I needed to send an e-mail. I sent an e-mail to the address they provided and was sent a copy of a completely different receipt, neither matching the time nor number stamp I provided. After multiple more requests they told me that because the ticket was unable to be read, no receipt could be issued.

When managing the vehicles linked to a permit using our online portal, there are instructions on the landing pages informing customer s on the proper procedure to link a vehicle to a permit.  Additionally, when linking a vehicle to a permit, the permit details are displayed, which include...

the effective dates of the permit that is being managed.  (Please see attached document for examples).  When you were adding the vehicle to your permit, you were linking it to the 2016-2017 permit, which does not become active until 8/1/2016.  Again, the effective dates of the permit are displayed on the screen so customers are fully aware.  We have an appeals process for circumstances when customers make a mistake, in which the citation is reduced to a Failure To Register violation that carries a much reduced fine.  A review of your citation shows that you did appeal it and it was reduced to $7.00.  If you are ever unsure about any of your permit details, please do not hesitate to contact our Customer Service Center at ###-###-#### or [redacted]
 
Sincerely,
 
CampusParc Customer Support

Thank you for submitting your comments to the Revdex.com to voice
your concerns about the parking issues we are currently experiencing in and
around the [redacted].  We would
like to take this opportunity to respond to your comments and to provide some
information surrounding the parking...

on campus. 
CampusParc does collect all revenue from transient and
permit parking on campus.  Portions of
the revenue generated from parking permit sales and transient parkers, is used
to fund capital improvement projects, which includes pothole repair,
resurfacing/re-striping and lighting upgrades. 
It is also used to repair or retro-fit current parking structures and
the equipment used in them. 
CampusParc enforces on behalf of the university to drive
compliance of all parkers on campus.  All
net proceeds generated from parking enforcement is returned to the university,
and is not a means to generate revenue for CampusParc.  The enforcement operation issues citations in
an effort to maintain control of the parking system and to ensure all users pay
their fair share to park on campus. 
Those that abuse the parking system can and will be cited.
Every Faculty, Staff, Student, and visitor to this campus
must pay to park.  This has been the
policy prior to CampusParc operating the parking system, and will continue to
be the policy going forward.  Pricing and
allocation of parking is set by the university and was specifically outlined in
the concession agreement since day one. 
CampusParc cannot set limits on certain permits without the directive of
the university, nor can we allocate parking to certain permit types or
visitors, unless directed to by the university. 
For example, the medical center has a “Patient First” philosophy and has
directed CampusParc to allocate more parking to patients and visitors, thus reducing
the overall space allocation to permit holders. 
This leaves our customers in a very uncomfortable position, with limited
options for close proximate parking near the medical.  Often, customers will opt to forgo a central
campus permit for a remote permit, to avoid the hassle of trying to find a
parking space in the polo lot during certain peak demand periods.  This does not benefit CampusParc, as it has
created an unsatisfactory customer experience; however, it was a decision the
medical center had to make because of the increased demand by patients and visitors.
The polo lot is currently located in the 500 year floodplain
and is susceptible to standing water during the times of heavy rain.  This causes excessive wear on the asphalt,
which inevitably leads to potholes.  We
do make every effort to repair potholes when we are made aware, and customers
can call or email our Customer Service Center to report problem areas.  As you stated in your complaint, the polo lot
is slated to be removed to realign Cannon Drive.  The realignment of Cannon Drive is necessary
to raise the roadway to protect the medical center from flooding.   It has
been part of the universities long-term framework plan to move and raise Cannon
Drive prior to CampusParc operating on campus. 
While there is a large gravel lot located to the south of the Polo lot,
there are environmental issues pertaining to the lot that has made it ineligible
to be considered a short-term solution for permit holders.
The university is responsible for building additional
parking areas or garages, as demand for parking increases, or spaces are
removed.  There was a new medical tower
that opened in 2014, which contributed to an increase in patients, visitors,
and employees of the medical center.  The
construction of the new tower did not allocate any funds to building or
expanding the current parking infrastructure. 
However, we are pleased to report that there are plans to erect
additional garages and parking lots to support the medical center.  While we do not have the specific details
about when/where the construction will begin, we have been told that the new
structures may be completed prior to the removal of the Polo lot.  This would likely mean the university would
delay the alignment of Cannon Drive until the structures are built.
We hope that we have been able to address your concerns and provide
clarifying information.  If you would
like to send your concerns to the university, you may contact the Parking
Advisory Committee at pac@[redacted].edu.  This is the main intake for all parking
related matters for the university.  If
you have any questions or need any other information from us, please feel free to
contact our Customer Service Center at 614-688-0000 or email at [redacted][email protected].
Sincerely,
CampusParc Customer Service Center

[redacted],
What you are describing sounds like the transaction summary page, which is the page you see prior to the confirmati*on page.  on the transaction summary page you need to click the Submit button one more time to finalize the order.  Again, we do apologize for the issues you had in completing your permit order online.  If you need assistance with this process in the future, please do not hesitate to contact our customer service center at ###-###-#### or [redacted].
Sincerely, CampusParc Customer Service Team

CampusParc's sole purpose is to collect as much revenue as they can, by any means nessesary. I've personally received a ticket for parking in a "no parking area" that had zero signage indicating so. I've also received a for parking in a no parking zone while I was waiting in a patient loading area, 5 feet behind the marked no parking zone. Also, for failing to display a parking permit while it was clearly displayed. Each was appealed and the appeals denied on technicalities with no additional recourse. The most recent infraction (the lack of signage), I even received emails acknowledging their lack of signage, but upholding the appeal denial because they personally believe that it should be obvious the unmarked spaces aren't for public parking, because there are only 3 of them. Eventually, they even agreed to overturn the ticket, but only if I purchase a $150 parking pass from them. I told them I won't give them penny, either in tickets or in permits. Everyone I know at the medical center has similar complaints of receiving frivolous or outright inaccurate tickets, issues with the appeals process that never overturns a ticket, and general terrible customer service. The entire employee body has a general disgust for CampusParc, but there is nothing anyone can do because they signed what amounts to a lifetime contact. I can't wait until the class action lawsuit is finally filled and thousands of their victims join in.

Complaint: [redacted]
I am rejecting this response because: I have been in dispute with the company, and this area is not well signed enough. I have attached the pictures of the area including signs. Essentially, the no parking sign is probably 50 feet away and I am at the entrance of the loading dock's driveway. There is no "loading zone" sign except for across the bay and on the perpendicular wall about 30 feet away (also included in the picture). Essentially, the reasons behind me having a citation are null. I am in the loading zone and had gallons of liquid I was carrying and didn't want to park all the way down in the loading dock because its about a 10 ft elevation drop, and I could barely carry them as it was. Also, it was 10 pm at night, and I wanted to stay away from the dark area especially with the recently sexual assault issues on the campus area. I parked as close to the doors and the loading dock as I felt was both safe for myself and easiest for me to carry in my samples. Additionally, the area is not signed accordingly and I should not have received a citation. The dark pictures I attached are from CampusParc and are of my car. The day pictures attached I just took of the same area.

I am filling a complaint against Campus parc. Campus parc charges a premium price for people who are devoted to caring for others and their wellbeing. Campus parc does not embody any of these virtues and always tries to make as much money as possible for offering very little in terms of customer care or service. I'm sure they can get away with all of these things because campus parc essentially functions as a monopoly near the [redacted] for parking.
I recently forgot my pass and pulled a ticket to get in to a garage. My wife dropped off my pass during the day. I was not allowed to use my pass to leave. I called Campus par customer service line and the answer I received was "You pulled the ticket, you pay for it". I pay close to a thousand dollars to park near the medical center. That's a premium price for little in the way of any fair customer service. How is this a fair or allowable practice? It would not exist anywhere else, any other place in America I would get my money back and receive an apology for my inconvenience. Here though, the customer is treated poorly and summarily dismissed.
On multiple other occasions, I have been charged for not displaying my pass in my car properly when I already pay close to a thousand dollars a year. Calling and disputing the charge/ticket for the "violation" still only reduces the price. They won't waive it, ever.

Validation of an active permit is done through the vehicles license plate.  Customers are  required to register their vehicle prior to parking on campus.  If customers cannot access their online account, they can contact our customer service center at 614-688-0000, and a service rep...

will add the vehicle to their account and link it to their permit.  The event hangtag displayed in the vehicle is only to be used to access parking areas that are being sold for an athletic or special event.  The citation was reduced to a Failure to Register fine of $6.33.