Irvine Spectrum Center

6/27/17 - 8:50 p.m.
I was about to exit the parking structure at the Irvine Spectrum when a security car ran a stop sign and literally would have hit me if I did not stop my vehicle.
I immediately proceeded to call the Irvine Spectrum Security hotline and they were of absolutely no help. The first person I talked to was a woman, and she was rude and did not help at all. She tried to justify the fact that the security car had almost hit my by saying that there was an emergency going on in the shopping center.
She then transferred me to her supervisor, Sergeant Chalon who was even worse. I even gave him the license plate number of the car but apparently that was pointless to do. He, too tried to use the same justification. But instead of hearing me out, he was rude and would not let me talk. He just kept talking over me and said "I'll talk to my guy." What kind of service is this? I understand that there was an emergency and the security guard was in a hurry but that does not warrant nearly crashing into my car. He would have hit my passenger, which would have created another emergency.
I am extremely disappointed in the Security at the Irvine Spectrum Center and would not count on them for any sort of help in the future. They are completely unreliable. If I could give 0 stars I would.

Review: Over the past 3 years of being an Irvine Spectrum customer, I have asked the Spectrum security 7-8 separate times if it is okay to park my car in their structure overnight, either due to carpooling home or taking a taxi after a fun night of dinner and a few drinks with friends. The answer was always a friendly, "The limit is 72 hours but to be honest we don't really check, don't even worry about it!" I have also asked 3 times if it was okay to leave my car there for a few nights when going out of town. The answer? Still a friendly, "The limit is 72 hours but we don't really check. Have fun!" When my fiancé and I met at the spectrum for a nice night off with a movie and some late night drinks, we decided to be safe and take once car home instead of two, since he was the only one drinking. I reparked his car from outside to inside the structure when we were all finished because there are cameras and it seemed safer. I believe this was very early Friday morning. After my car breaking down Saturday, I decided to pick up his car Sunday, assured it would be fine from I had been told numerous times before. We come back Sunday morning at 10am, a little over two days later, to find out our car had been towed. I called the security and Michael picked up the phone. He told me that my fiancés work van had been towed because "It was there for a really long time. We do allow over night parking but it was there for really long." "It was actually only there for 52 hours and I was told the max was 72," I tell him. He says, "Oh, well talk to my supervisor then because I don't know what to tell you." After talking to the supervisor, who told me the same thing, he sent me over to the head of security, who actually informed me that overnight parking is NOT allowed and there is ONE small sign, about one foot wide at the very top of the entrance for the whole structure, which wasn't even the entrance that we took.( It states, "no over night parking, citations will be written and cars will be towed." We never got a citation.) When we asked him if they expect people to drink and drive home, he stated, "If you drink at a restaurant you must inform security about your car so they don't tow it." This is NOT indicated on the signs, nor do any of the restaurants know of this, they send people on their merry way to a taxi. What I am upset about is why did multiple people tell me 72 hours? And then I was told overnight was okay? Then told it was NOT okay. All within a period of a week. Since my fiancé and I run our own business, we lost 2000-4000 on profit we would have made with that van for that day and since they towed on a Sunday, the fee was 400 dollars. Also, on the paper written by IRVINE SPECTRUM SECURITY, states our vehicle was towed for being in the garage for "3 OVERNIGHT DAYS." "Vehicle first observed: Friday at 400 hours.(4am, an hour or two after we reparked) and the vehicle was towed: Sunday 700(7am')" This is NOT 3 overnight days. This is 51 hours. Definitely far from 72, which they stated it was towed for. We still have this paper if needed. My fiancé and I are not people trying to beat the system. Were business owners just like the Irvine Spectrum. We understand they have a policy and we fully respect that and would not have parked there if I wasn't told numerous times it would be okay or there were any VISIBLE signs stating this. As loyal and long time customers of the Spectrum, it saddens us to be taken advantage of and tricked, and to be honest we cant afford that 400 dollars and profit taken from us. Also, at a shopping center filled with bars and lots of places to drink, why isn't overnight parking allowed or even made clear? The organization of security and parking rules has gotten really bad and needs to be fixed.Desired Settlement: In return for the miscommunication and organization of the Irvine Spectrum security, we respectfully ask for the money we lost back. For the help of other loyal customers, WAY more visible signs than one, maybe even a ticketing system to track exactly how long the cars are there. The income of the Spectrum is so large this would be an insanely easy fix and fair for everyone.

Business

Response:

June 19, 2014

To: [redacted], Revdex.com

From: [redacted], Irvine Spectrum Center

Re: Complaint ID [redacted]

Dear [redacted],

Thank you for your letter and for bringing this matter to our attention. I've thoroughly reviewed the issue and our records.

According to our overnight log, the van in question was parked at Irvine Spectrum Center from June 5 to 8, 2014.

Overnight parking is prohibited at Irvine Spectrum Center to ensure parking availability for all our guests. Signs detailing this policy are posted at all entrances. The signs are 5-feet tall and read: "No overnight or truck parking. Unauthorized vehicles will be towed at owner's expense. Citations issued. CVC 22658A."

The van was towed the morning of June 8. We were as accommodating as possible and, as you can see, the owner had an extended period of time to pick up the vehicle before towing was enforced.

We have confirmed that there is no record of anyone contacting Irvine Spectrum Center security to request overnight or extended parking.

The towing of the vehicle was in accordance with the California Vehicle Code and our established policies, which are designed to ensure sufficient parking for the millions of guests who visit the center each year.

Please find attached supporting documents on the towing of this vehicle.

[redacted], CSM, CMD

Vice President & General Manager

Irvine Spectrum Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached the tow papers written by Irvine Security that the van was first parked on the morning of 6-6-14, not 6-5-14, as stated in the response.

Regards,