Fort Worth Heritage Development

I received a complaint from a customer that said that the machine she paid her parking at did not indicate the amount that she was paying so she was charged $100.00 without her knowledge. She then complained that I asked her to dispute it with the bank instead of issuing her a refund. I explained in my last email (which I am unable to refer to because this email will not allow me to access it), that it would be much quicker for her to do it through her bank to expedite the process which she agreed to.

The following attachments show each screen the customer would have seen while paying;

1st screen - PAY BY PLATE AFTER 6PM M-F would have been the first selection. She chose the second option - Reserved Parking Only.

The second screen indicates whether you have a coupon or not;

Do you have a coupon 1)yes 2)no she chose 2)no (which was correct)

The third screen indicates the cost of the parking:

It indicates valid for April $100.00

She then inserted her credit card for the fee indicated.

At know time did we ever receive a call from the customer and she paid the $100.00 that was indicated on the machine. She indicated in her email that she at no time knew she was being charged $100.00 (which is clearly indicated on the screen) so she was informed by the machine before entering her credit card. Every sign for the parking at the stockyards as you enter all of the facilities have our phone number listed at the bottom for customers to be able to reach out when they have a concern so we can try to assist immediately. We at no time heard from the customer before I spoke to her a few days after the discrepancy.

I apologize for the delay in my response but I made sure I came in amidst the virus to be able to answer this concern. Please let me know if you need anything else.

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Fort Worth Stockyards

Good Morning,

The complainant parked on a Sunday the sign that was at the entrance of the lot and the sign next to the machine both state that it is Reserved Parking Mon-Fri 8am to 6pm indicating that all other times anyone can park there. The sign also indicates PAY BY PLATE which is also the verbiage on the machine. There is also a phone number shown below the cost of the lot for patrons if they have any questions.

There is a cancel button on the machine so anyone can exit out of a transaction at any point.

The Reserved Parking is only for the monthly parkers that park in the facility and pay for their parking through the Pay Station each month. The machine clearly shows the charge of $100.00 before the customer inserts their credit card.

Again, when Ms. and her husband called me I explained to her that all of the transactions go directly to the credit card processing company and that we do not have a quick means to return her money to her. I explained to her that her bank would be able to refund her immediately and send in a dispute and get it corrected on the back end but they would not be out of their money in the interim. I personally have had to dispute items with my bank and it took me approximately one minute to complete the transaction with them. I did not realize that her credit card company would treat her adversely so I do apologize that her credit card company was not responsive and made her "fight" for her refund.

We park thousands of people/cars in our lots with the signage that is at the lots currently and have very, very rarely had any concerns with customers paying, but I will look into the signage further.

I do apologize that Mr. and Mrs., feel like I have treated them unfairly it was never my intention and for that I am truly sorry.

Please let me know if you need further information.

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Fort Worth Stockyards

Complaint: ***I am rejecting this response because:The day I parked was a Sunday before 6:00 and the first option clearly said that it was for Mon-Fri after 6:00, so it was not unreasonable for me to select the more general second option, particularly as there was no hint of a steeper charge. I do not recall an "are you sure" kind of opportunity to retract my selection, but perhaps I missed it in my haste not to keep the cars behind me waiting. The parking lot's signage and machine instructions need to be made clearer so that other is like me don't have to fight with their credit card company (who know nothing of the circumstances) to get their money back. I suggest choices like "M-F after 6:00 & WkEnds" and "Reserved Parking $100." When I called to ask the parking lot for help they refused to do anything and told me to try my credit card company. I did not agree to that, I just gave up on the conversation.Regards,***ell us why here...