Elite Indoor Park & Ride

Initial Business Response /* (1000, 8, 2016/06/01) */
An email has been sent to the client offering to fix the damage on their next stay at our facilityAs of June there has been no response from the client, We are still willing to honor our offer to fix the damage and are awaiting a response
from the client

Complaint: [redacted]
I am rejecting this response because: Clearly this business has a lack of respect for customers. The response is full of falsified accusations and quite frankly I find it disturbing. [redacted] I told her that due to her tone and attitude of both her and her staff that I do not want what she is offering as I will not be a returning customer . [redacted] consistently spoke over top of me with a rude and condescending tone.  When I phone [redacted] from my vehicle I did not yell at her "so loud she couldn't hold the phone to her ear" and I have a witness who was with me to verify this.  [redacted] clearly lacks the customer service skills of a manager and insists on only blaming the customer for what they did wrong. They can review the videotape to see that I did give [redacted] the paper and spoke with her about the $9 , even though she may claim she "didnt". A copy of the e-mail I also sent to [redacted] last evening directly after the phone call with [redacted];Hi [redacted],Thank you for the e-mail. The company did call me this evening, and once again this was a horrible experience. The lady on the phone was quite rude and belligerent she was very condescending in her attitude to the situation. She asked me quite rudely if I entered the "web code" and when I responded that I used the web link she replied "no , you didn't, because we don't have problems when the code is entered properly" I explained to her that I had told [redacted] when I checked in that I had brought the certificate to get the $9 per day and nothing was mentioned to me at the time of check in. She continued to tell me about how how it was my fault for not entering the code but she would offer me another 10% coupon for my next visit. I advised that I did not want this as I did not find the attitude or tone of her to be acceptable customer service, She then got quite rude and talking over me telling me I should e-mail and not contact Revdex.com , as she would not let me talk I ended the conversation. I will not tolerate this type of rude condescending attitude from someone who is supposed to be a manager of a business. As I stated , I booked last minute [redacted] and was a little stressed to get everything done at the time of the booking, I guess the wrong link was clicked (i dont know) but someone could of told me at check in that I did it wrong, and the company and managers could have a little bit more compassion and caring for the customers. I was told in no uncertain terms that if I had read the terms when checking in online (which I did) that I would know I should e-mail. I can see why this company has so many complaints about them online, and I will not be spending my money with them again. Thank you for your time
Sincerely,
[redacted]

09/13/16- 17:26-Contacted [redacted] regarding complaint submitted 09/12/16.I introduced myself to him and the first response from [redacted] was, [redacted] in a...

rude and condescending tone.I informed him I am responding to a complaint I was issued regarding his reservation and checkout which occurred less than 2 business days.  If he continued to speak to me in a rude and disrespectful manner I would discontinue the call and send a response in writing to him.[redacted] stated “according to the internet and Monica your customer service Rep. you don’t respond to complaints people make.”I stated I have contacted him to discuss his complaint and what comments present on the internet have no bearing in the discussion with him today.I informed [redacted] according to our Terms and Conditions, Elite responds to complaints via the following formats: via email, mail or fax.  This allows us to clearly understand the complaint in a written format from the client vs. verbal.  I informed [redacted] he accepted the Terms & Conditions when he had made his reservation and asked if he had an issue with the Terms and Conditions he accepted.  He yelled, No!  I stated, the Customer Service Rep, [redacted] followed company protocol and procedure informing the client he must email, mail or fax his complaint attention to Customer Service.  I informed Mr. [redacted] of the findings of the complaint investigation:1.       I investigated his parking profile and discovered he had not entered [redacted] into his Reservation which must be done in order to allow the parking system to discount his parking to $9.00 per day.2.       As per the clearly stated instruction on line on the Elite HOME page: Parking is $9.00 a day with Online Reservation, Entering Coupon Code [redacted] in your Reservation.3.       He presented his reservation to the CSR rep Monica on check in for the rep to scan his reservation and open a parking ticket.  There is no instructions on line requesting that clients must present their reservation on check in to receive $9.00 per day parking.  The only means to obtain $9.00 a day parking is if the [redacted] code is entered into the Reservation by the client.4.       Terms & Conditions state the following:·         Although Elite Indoor Parking Edmonton Ltd. strives to provide our customers with a satisfactory service should you have any complaints please email us at [redacted].com Or Mail to: Elite Indoor Park & Ride 1302 Sparrow Drive Nisku, AB T9E 8H6 Or Fax: 780-[redacted] Attention: Customer Service Manager in order for your complaint to be addressed.·         There are no refunds or reimbursement at check out.·         Refunds or reimbursements are issued solely by Management.·         Refund or reimbursement inquiries must be submitted to our office via email at: [redacted].com Or Mail to: Elite Indoor Park & Ride 1302 Sparrow Drive Nisku, AB T9E 8H6 Or Fax: 780-[redacted] Attention: Customer Service Manager ** The Website clearly states you must Enter [redacted] in your Reservation **Mr. [redacted] did not enter [redacted] in his reservation.[redacted] said “I told her when I checked out and she refused to do anything for me.”I informed him the CSR does not have any authority to discount a client profile when it is closed or enter an online reservation code discount as it must be done by the client when the client is making their reservation online.”  As per the Elite Terms and ConditionsI informed him I could set up a credit of $4.20 for his next stay or send him a 10% parking discount for his next parking stay he can present prior to his checkout transaction being completed.[redacted] I informed [redacted], the [redacted] code entry made by clients in their reservation has worked for all clients making their reservation on line, entering the [redacted] to receive $9.00 a day parking. This is a very similar online discount format other parking facilities use, entering an online discount code. The best I could do for him is issue a discount for his next stay but I cannot undo the system because he didn’t enter his [redacted] code in his initial reservation.[redacted]I informed [redacted] I am currently in the process of responding to the Revdex.com while speaking with him and happy to provide the Revdex.com with proof of the Elite Website with the Online Reservation [redacted] Code $9.00 a day pricing along with his refusal of the 10% discount for his next stay and stating his rude conduct and remarks during the conversation. He yelled, “If you won’t refund me I don’t have time to discuss this!  [redacted]I informed him I will not reimburse his parking fee to him because he had not entered his reservation code.I did not feel there would any benefit speaking with Mr. [redacted] in regards to his conduct towards the Customer Service Rep and Attendant on duty at the time of his check out as per the report from Customer Service Rep Monica.[redacted] was unhappy about not receiving the 10% discount he saw advertised online. The [redacted] was not added to his account when he made the reservation. He said nothing about this at the time of the check out until after the payment had been processed and he looked at the receipt. He claimed that he had given me their coupon at check in, this is not something I recall. I apologized and explained we do all coupons at check out and that as the payment was already processed I could not simply reverse it. He stormed out before I was able to offer a customer service card. He spoke to Lawrence and expressed extreme displeasure about us being a “rip off” before he could offer a customer service card he sped out of the bay. He then proceeded to call and yell and scream belligerently in such a manner that I was unable to hold the phone to my ear. I explained that all of our complaints and refund requests were handled only via email. He continued to yell and scream until if felt the need to inform him that if he continued to do so I would be forced to end the call, he eventually told me to “have a wonderful night” and that he would call back and speak to someone who was actually able to help himClearly the Customer did not follow the VISABLE Procedure on the Elite online HOME page to receive the $9.00 parking rate by entering [redacted] code into his ONLINE Reservation which signifies the parking billing system to bill his parking at $9.00 per day.Elite will not reimburse the client for his parking stay.[redacted] will have a $4.20 parking credit for parking at Elite Indoor Park & Ride on file and must request his credit on his next parking stay prior to checking out and completing his payment transaction. [redacted]

Initial Business Response /* (1000, 8, 2016/04/28) */
All customers utilizing our services have available to them our Terms & Conditions prior to entering into a contract with Elite Indoor Parking Edmonton Ltd. The Terms & Conditions are available on our Website, paper form in our Customer Lobby &...

as a poster board able to be viewed. We also require customers to have read, understood and agree to the Terms & Conditions to continue on with their reservation booking.
In the Terms and Conditions under the heading of:
Conditions of use:
Customers must adhere to any instructions given by Company Staff or agents.
In following up with the Customer Service Representative she stated she clearly told the client to "make sure this card is given to the Customer Service Representative at Check out before your transaction has been completed in order to get the 3 free days of parking" as mandated.
There is signage clearly posted at the Customer Checkout terminal stating "IF YOU HAVE ANY TYPE OF A DISCOUNT THE CUSTOMER SERVICE REPRESENTATIVE MUST BE NOTIFIED PRIOR TO PAYMENT BEING PROCESSED.REFUNDS WILL NOT BE ISSUED".
Following are the email communications in entirety, with the exception of the Customers Last Name, that Elite had with the client:
From: [redacted]
Sent: Thursday, February 18, 2016 1:17 PM
To: Customer Service
Subject: january promo
Hi
I checked out on Feb.10 at midnight and after the cashier finished my credit card transaction I realized that when I dropped the truck off on Feb 2 that because I registered online in Jan that I would receive 3 free days. The transaction was already done and the cashier could not do a refund but she told me to send an email and that someone would fix the bill for me. You can call me on my cell [redacted] Reservation Number:[redacted]
Thanks
[redacted]
On Feb 24, 2016, at 11:01 AM, Customer Service wrote:
Good morning [redacted],
When you checked in, if you told the Customer Service Representative that you were a 1st time customer she would have activated and given you a 3 Day Free Parking Card. This card must be presented to the Customer Service Representative at check out in order to give you the 3 free days of parking.
When you checked out did the Customer Service Representative give you a B O G O card?
I look forward to your response.
Thank you!
[redacted]
On Feb 25, 2016, at 3:33 PM, [redacted] wrote:
Hi [redacted]
When I checked in I was told because I was a first time customer I would get the 3 day promo and I was given a card but not sure if it was for the free 3 day promo. It was green that's all I can remember and I can't find it now. I assumed the promo would have been attached to our reservation code. [redacted] so I wasn't thinking about the promo until after the transaction was already done. The cashier told me to email and that I would be reimbersed for the promo. She did give me a bogo card but unfortunately we will not be flying again for a few years [redacted]
From: [redacted]
Sent: Saturday, March 05, 2016 2:33 PM
To: Customer Service
Subject: Re: january promo
Hi [redacted]
Will I be receiving a credit on my credit card for the promo that I was suppose to receive?
[redacted]
From: Customer Service
Sent: Thursday, March 10, 2016 6:30 PM
To: [redacted]
Subject: Re: january promo
Hi [redacted],
As per your email, you did receive a New Client 3 day free parking card.
This card would need to have been presented when you checked out in order for the 3 free days to be honored.
We need all promotion cards back for our accounting department to reconcile free parking.
Best regards,
[redacted]

[redacted]
In summation, the client had not provided the 3 day free discount card prior to her parking payment.
The client admitted in her email when she checked out, " I wasn't thinking about the promo until after the transaction was already done." * client email submitted Feb. 25/16 @ 3:33pm* She also sated in the email: "it was green that's all I can remember and I can't find it now."
If the client had not stated that she could not find her Yellow, 3 day free parking discount card I would have requested her to mail it to me and I would then be able to refund 3 days parking. The card could have then been transferred to the accounting division upholding the company "proof of discount protocol". The client stated in her email she could not find the discount card. Because the client stated this, I did not pursue this avenue.
By mailing the card in, the card would not be allowed for use on a subsequent stay as the card is only issued to a new client for their first time stay and the 3 day discount applied at the checkout prior to transaction completion of their first stay whether they booked online or not.
Clients are required to present a coupon, discount card, gift certificate or gift card prior to the sale transaction being completed, in order for the discount to be applied. Our stipulations, as clearly evidenced by the attached photos and verbiage, do not differ from that of numerous other companies requesting the discount card be presented to redeem the value of such, prior to sale transaction being completed.
Initial Consumer Rebuttal /* (3000, 10, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we checked into elite the cashier informed me that because we were first time customers we would receive 3 free days. She gave me a green card which I can no longer find. She did say that I needed the card to receive the discount which I am not denying. After we checked out and I realized I forgot about the promo, [redacted] When I mentioned this to the cashier all she told me was to email the manager and I would receive the refund. She did not ask me for the promo card. If she would have mentioned the card I would have left it with her. Did I see the signs posted about using the discount cards...[redacted]
If the cashier would have told me that because the transaction was already processed I couldn't receive the discount (and had pointed out the signage) I would not have had an issue. But her reply was to email the manager to receive the refund.
I sent my first email on Feb.18 and they replied Feb.24. I then sent another email Feb.25 and Mar. 5 with no reply, so on Mar.7 I posted on their [redacted] page thinking maybe they would reply that way. Nope. I finally received an email reply from Elite on Mar.10.

Initial Business Response /* (1000, 5, 2015/07/01) */
It is unfortunate that this case has been forwarded to the Revdex.com as the Company was still in the process & planning to work with our customer in this matter.
It is written in our Terms & Conditions (that all customers must agree to prior to...

booking a reservation) that we will not address a complaint after the vehicle has left our property. In this case the Manager In-charge didn't receive the clients concern until 8:03 pm on June 10th. Nearly 48 hours after his departure, allowing the opportunity for the scratch to have occurred elsewhere. Now as he is a repeat customer we were willing to look at the scratch in person during his next stay & create a plan of action. The customer was made aware of this & agreed. Once we viewed the damage we could not find a reason in our processes that would have caused that type of damage to occur during his stay with us. Although the affected area is small in size we wanted to maintain his long term business & were willing to correct the concern for him.
The Company does recognize fault in not following up on an E-mail message that apparently was never received/recognized by the customer during the week of June 22nd. Now as we are in a travel related business it is not uncommon for communications between the Company and our customers to take more than a week for a reply back to us. Therefore we were not yet concerned that we had not received a reply during that week.
The next communication from the customer was to the Manager addressing this issue on Friday June 26th @ 5:44pm. Unfortunately the Manager was already gone for the day and was scheduled to return Tuesday morning June 30th. During that time the customer had already proceeded with this complaint on the 29th prior to the Manager returning for work on the 30th and receiving the customers message. On that date the Manager had contacted the customer to schedule a time for corrective measures prior to knowledge of this Revdex.com complaint.
The Company is disappointed in how this has turned out as we were willing to go outside of our policies to try to maintain a happy customer. We continue to feel that the damage was no fault of our own and were still willing to address it in the hopes of customer satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager has since contacted me and I have gotten a response and in the first process of returning to their facility to have the affected area repaired.

Unfortunately we have never received an e-mail regarding this claim. As it is clearly stated in our Terms and Conditions that no claim will be investigated unless it is emailed to us. As there has never been an email sent there was no investigation done. It is also stated on the written report...

done by the attendant with the client that we Must have an email before proceeding with an investigation.