CampusParc

Ms [redacted] ,CampusParc limits the amount of vehicles linked to an active permit to two, in an effort to prevent abuse of the parking system by sharing of ones permit You may have as many vehicles as you desire on your account, but only two may be linked to an active permit at a time We offer numerous methods to switch the vehicles linked to your permitYou can manage your vehicles 24/via our customer portal at osu.campusparc.com, send an email request to [redacted] or call our customer service center at ###-###-#### during business hoursSincerely,CampusParc Customer Service

I would also like to make a specific complaint to your operator who worked on 11/7/15 night shift. She was absolutely unhelpful and hung up after telling me to "look up" where Blankenship Hall was. She just assumed that I had a smart phone and after I called back, the tone of her voice was of annoyance that someone is asking for help. She did not understand the situation appropriately -- a customer in severely cold weather trying to find their car in desperation. Please make changes and reforms to such staff as well. Thank you. I believe this CampusParc's employee was named Stevie.This was never addressed both via email or on BBB. How your employees instruct for customers to reach their cars is extremely unhelpful, and their attitudes do not make it easier either.

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

Good evening, If you are referring to the citations written to license plate [redacted] , those have been paid for quite some time, actually several months. Are you disputing the citations on this license plate? If so, and this was a rental vehicle, I apologize if anyone in my office stated that... you were required to pay them. Our standard operating procedure is to send the license plate the the Bureau of Motor Vehicles and then we would send it to the owner to determine who was renting that vehicle at the time the citations were issued. Please feel free to respond back with more information.Thank you!Kelly S [redacted] Manager, Customer Service

[redacted] You purchased your parking permit on 7/31/for $You had parking privileges beginning August 1, Your bank rejected that check for nonsufficient funds on 8/4/We didn't receive notification until 8/16/regarding the bounced check from our financial institutionOur policy, in line with every company operating a business, has a bounced check feeCampusParc's bounced check fee is $When we received that notification, days after the check bounced, your permit was revoked because of non-payment - you were essentially parking for free for those days your permit was activeOur policy is to mail a letter to the individual who bounced the check to us the following dayHowever, you contacted us first so we did not get the opportunity to mail the letterI listened to all the calls you made to our Dispatch office and Customer Service CenterI found no calls where you were hung up on as you indicatedThe "help button" on the equipment at the exit gates do time out after a certain amount of time because they are not a traditional phone lineIf that is the case, I apologize you feel like the dispatcher "hung up" on youNeither the customer service representatives nor the dispatcher was rude and definitely not hostile toward youThe CSR and the assistant manager both explained to you what you needed to do to rectify the situation because your check bounced I have reviewed the entire [redacted] email inbox and find absolutely no record of your [redacted] name.number ever sending us any correspondenceTherefore I would not be able to address your statement that you are "still owed money from two years ago." This email box is legitimate and is monitored by our management staff dailyCampusParc operates under the concession agreement it has with the [redacted] That concession agreement dictates the price of the parking permits and the parking rules, procedures and policiesThe document can be viewed in its entirety on our website at ***.campusparc.com/docs.Thank you for rectifying the bounced check issue and we look forward to fulfilling your parking needs while on campusKelly S [redacted] Manager, Customer Service

I am rejecting this response because: I did try to renew on their website and believed that I had done so according to their rulesThey have done this exact same thing to at least of my peers that I work withI believe the problem is on their end and that it is unacceptable that I should be required to pay for their mistake.Regards, [redacted] ***

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

[redacted] , Your citation is currently under appeal and awaiting review. While a citation is under appeal, you can purchase your permit so you can continue to park on campus. We encourage you to do this immediately before the appeal is reviewed. If you get your permit ordered... prior to the appeal being finalized, the citation will be reduced to a Failure to Register violation, which carries a fine of only $7.50.Sincerely,CampusParc Customer Service Center

I am rejecting this response because: I do not have an e-mailI am not sure if I deleted the e-mail or if it was ever sentI do remember completing the process because it said balance due and that $would be PRDRegards, *** ***

Mr***,Thank you for providing the paid receipt for parking vehicle license plate ***The reason the citation was issued was for shared permit violationThe citation was actually issued to Lindsey White because both license plates that are linked to her temporary monthly permit were
scanned on campus with a relatively short period of timeWe have been experiencing random communication issues with our pay by plate machines and enforcement softwareWith anything electronic, unfortunately, errors can and do occur from time to timeCampusParc offers the ability for anyone who receives a citation the opportunity to submit an appealThis appeal process acts as a fail-safe for customers to provide us with that documentation and enables us to void the citation. Because citation money belongs to the University, our concession agreement with them requires all appeal information be submitted in writing for audit purposesI have adjudicated your appeal and rendered judgment in your favorThis citation has been dismissed, has a zero balance and no further action is necessaryI have submitted this communication error to our IT department as an example to use for troubleshooting the issue.Have a nice day!Kelly S*Customer Service Manager

When purchasing an annual permit to park on *** main campus, you are agreeing to the terms and conditions of the use of that permit. Specifically within the terms of use, you are agreeing to not share your permit with any other individual. The permit belongs to you, and you alone, and
cannot be used by anyone else to park a vehicle on campus. Through your own admission, you stated that you and your roommate purchased the permit together to park on campus. This not permitted at anytime.We have attached a document showing more clearly the time and date stamp, location, and vehicle/plate image for your reference.We understand this is not the ideal outcome, however, you were in clear violation of the terms of use for the permit. If you would like to more information regarding the parking policies and procedures for ***, they are available on our website at osu.campusparc.com

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

We’re sorry to hear of the circumstances in which brought you to the Wexner Medical Center and became catalyst for creating this issueI think it important to note, CampusParc retains no money from citation issuancesYour efforts at succinctness appear to have abbreviated or eliminated several
facts, one of the most important being provided instruction on the citation of how to appeal, and time limitation in which to do so of which you never availed yourselfThe visitor parking mentioned also appears in two inch lettering on a 22in x 22in sign as part of a pay by phone option in tandem with a 30in X 24in permit parking sign set some ftfrom the roadwayThis in contrast to the 14ft public parking sign mounted to the garage across the street clearly demonstrates there is no attempt to lure, or bait as you’ve impliedAttended lots containing a booth or gated still exist, but both locally and nationally these are becoming fewer and fewer as gateless self-service mechanisms have become the normThis lot is also some ftfrom the emergency room, with the garage referenced with the international parking symbol displaying the Circle P being immediately adjacentCampusParc sought the information for the owner of record of the vehicle only after no payment or appeal was submitted within the day time frame outlined upon itAll that was obtained was the name of the owner of record as well as a mailing address in which to send mailed follow up correspondenceCampusParc does not have, request or otherwise imply access to Social Security NumbersAny belief of our having obtained it is based off of errant assumptionIn considering our service in a well signed lot was utilized without payment, a waiver of the fine and deletion from our records will not be possibleWe will however offer a reduction of the citation to the likely equivalent reduction to have been offered had you appealedThe citation is now reduce to a base amount equivalent of an expired meter, with the late fee removedHad you not ignored the initial citation, much of this could have been avoidedThe reduced amount is now reflecting through our online services

***,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 ***.Sincerely, CampusParc Customer Service Team

The last email I received was on Jan from Bjorn W***, Customer Service ManagerI sent him another email on Jan and received no response

I was clear that signage was insufficiently clear under the circumstancesRegardless, at no time did I agree to any service for feesAt this point, Campusparc is trying to collect money from me simply because they say I owe themThat is absurdI believe wholeheartedly in free market capitalismThat's not what this is in this caseIt's extortion

I now understand the terms of the parking permit and will pay the violationMy apologies

A more than reasonable effort was made to contact you to avoid the need to tow your vehicle. The lot is clearly signed indicating both the closure and the resulting tow that will occur for vehicles remaining after the stated time periodYour phones reception doesn't mitigate your initial
disregarding of the signs nor the cost incurred to us to move your vehicle. We additionally granted you a grace period of more than two hours after the posted lot closure time. The fine assessed is merely the recoup of costs we've paid to move your vehicle after exhausting all options to avoid doing so.Bjorn W***Customer Service Manager

***, We are sorry to hear you are having difficulty finding parking in the Medical Center garages. As a reminder, you BGpermit also provides surface parking in any B or C surface space on central campus. We understand that parking in this area can be difficult, as the
Medical Center continues to expand there are more staff and patients on a daily basis. CampusParc has not increased the number of student garage permits available for the 9th AveEast or West garage in the four years we have operated parking on campus. The congestion in the garage is due to the increase of employees in the Medical Center since the new tower opened up. Many of the new employees that have been hired on are eligible for the A permit which provides access to these garages We are not permitted to cap the amount of A permits issued, as the University dictates all permit eligibility requirements and limits. With the increase in staff, there has been a corresponding increase in patients as well. The increase in patients has also added more valet spaces in the 9th Ave West garage. The Medical Center has a “Patient First” philosophy, and we are required to facilitate the parking needs of patients and visitors of the Medical Center. If you find that your current is not meeting your needs, you may want to choose a different option. We do have a more affordable permit, the CX, which provides access to the Buckeye Lots at Ackerman and Fred Taylor. There is a Med-Center Express bus that services this area, and will transport you directly to the Medical Center, usually within minutes If you are interested in changing your permit, you can contact our customer service center at ###-###-#### or*** Sincerely, CampusParc Customer Service Center

CampusParc is not permitted to modify permit eligibility or limit the amount of a particular permit type without the University's approval. There are currently 5,active "C" permits that have been issued to students and there are 6,"C" parking spaces on campus. While all of these
spaces may not be in close proximity to the location a customer may want to park, they are available for use by "C" permit holders. The "C" permit also provides access to the 2,"CX" parking spaces in the Buckeye Lots and the 4,"WC" parking spaces on West Campus. Both locations offer free and quick shuttle service to central campus. These areas should be used when parking is at a high demand. CampusParc also recommends parking in the North or South Riverbank lots, as these are seldom filled to capacity.In regards to the two citations issued to the customers vehicle. The first was issued for partially obstructing a drive lane while parked. We have included the attached photo showing the vehicle was not parked fully in a marked parking space (see attachment ***1). When parking on campus, all vehicles need to be parked in a marked parking space and in a manner that does not obstruct any drive lane. The second citation issued was for being parked in a "B" staff parking space in the Northeast Stadium lot. This lot is marked at the entrances, stating a "B" pass is required unless marked differently. There are "C" parking spaces in this lot, however they are located in the northern most section of the lot. We have included the GPS mapping image from the enforcement vehicle marking the location of the vehicle when it was cited (see attachment ***2)