MARCPark, Inc.

On Friday April 3, we received a complaint from customer *** *** about a few of his parking experiences in our parking garagesWe acknowledged the customer’s complaint, and asked for time to investigate the situationOn April 7th, we notified the customer of our
findingsWe informed the customer of our parking validation process, and our view of rude behavior from any staff member.Due to the fact that the customer was unsatisfied with our service we issued him a refund check in the amount of $Please see the attached documentation to the customerLet me know if you need any further information regarding this matterRegards,
Kelli F* MarcParc Management

August 26, 2015Dear *** ***,We previous had communications with customer *** *** about parking validations at our parking garagesOur customers purchase validations from us, and provide them to their customersIf our customers run out of validations and have not purchased new ones that
is no fault of MarcparkDue to the fact that the parker was unsatisfied, we issued *** *** a refund check in the amount of $Let me know if you need anything else.Regards,Kelli F.Management

August 26, 2015Dear *** ***,
We previous had communications with customer *** *** about parking validations at our parking garagesOur customers purchase validations from us, and provide them to their customersIf our customers run out of validations and have not
purchased new ones that is no fault of MarcparkDue to the fact that the parker was unsatisfied, we issued *** *** a refund check in the amount of $Let me know if you need anything else.Regards,
Kelli FManagement

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please accept this letter in response to your complaints related to visiting our [redacted], NW DC parking garage on 12/8/2013 and 12/16/2015. We deeply regret what you described as your visits to our facility at that time; as your description of events does not represent the high...

standards of customer service our customers are accustomed to.However, we feel obligated to respond to your complaints accordingly. Regarding your 12/8 visit; the parking operation has a ten minute grace period. The machine issuing tickets at the garage entrance is synchronized with the parking fee computer located in the cashier’s booth at the exit. When a ticket is issued from the ticket machine, it has ten minutes to exit the garage without being charged. At ten minutes and one second it will be charged the first hour rate. It is unfortunate you did not meet that criteria and was charged the $5.00. However we understand particularly when the lines are long and may contribute to extending beyond the grace period. The cashier does not have the authority to make exceptions, but had you asked for a manager he or she would have been glad to assist you. Given these circumstances we will refund your $5.00.Regarding your 12/16 visit, the same applies relative to the grace period however your comments concerning [redacted] not receiving validations as a result of Marcoarc’s failure to replace [redacted]'s validations in a timely manner are completely erroneous and unwittingly defamatory. Unfortunately we are not at liberty to discuss [redacted]'s parking account with those not employed with [redacted]. However to keep it simple, yes [redacted] submitted a request for validations but payment must accompany requests and that did not happen and therefore [redacted] did not receive validations until that time. It is unfortunate [redacted]'s practice was posting a notice implying Marcs’arc was negligent in our responsibilities, but now you know the truth of that matter. However you were still our customer and believed we wronged you and we are thankful we have an opportunity to correct our side of the story. Even though we had no wrong doing in this, we will refund your $5.00 in this instance as well.Enclosed is a cashier’s check in the amount of $10.00.[redacted] I hope we have addressed and resolved your concerns. For your information as of January 1, 2016 MarcEarc no longer operates the [redacted] parking operation and we wish you the best in your future parking endeavors.Should you have any further questions or concerns, please feel free to contact me directly

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Revdex.com of Metro Washington DC




May 23 (4 days ago)










tome




 
 -------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, May 23, 2014 at 9:24 AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: [email protected]
Please note the reply to my email to MarcParc and I have not received any further response.  I am no longer going to do business with them.
 
Stay well,
DJ
 
Begin forwarded message:
From: [redacted] <[redacted]>
Subject: Re: Deceptive Billing Practices
Date: May 9, 2014 at 14:37:33 EDT
To: [redacted] <[redacted]>
Cc: [redacted]
I am glad that "MarcParc is aware of the last increase to the monthly parking" rates at [redacted] Especially since it was MarcParc who raised those rates. My issue is that MarcParc may have been aware of the increase, but MarcParc did not provide any advanced warning of the increase in rates. The monthly parkers at [redacted]. did not find out about the rate increase until the beginning of the month had past. Notification of this rate increase occurred when your customers received their May Hang Tag on May 1, 2014. At that point, it was impossible for anyone to seek other parking arrangements. It is a deceptive business practice to raise rates without prior notice.  
I also find it disingenuous when you say this "increase coincides with the new District of Columbia minimum wage laws." The current D.C. minimum wage goes from $8.25 an hour to $9.50 an hour on July 1, 2014 with an additional $1 raise each in 2015 and 2016. The law for this increase was signed on January 15, 2014, over four months ago. If this increase "increase coincides" with the increased minimum wage, then our monthly parking increase should occur for the July parking period.  MarcParc had ample time (since January) to notify their customers about any increase in the parking rate. You provided notification last September for an increase in November 2013, although it showed, wrongly, that the rate would not increase.  
 
Please explain why MarcParc was unable to notify its customers in advance of any rate increase and why MarcParc does not consider this to be a deceptive billing practice? Would MarcParc accept an increase in their minimum hour  rate labor costs without prior notification?
 
Again, please refund the additional $10, provide a letter of apology, and promise to provide at least 60 days notification of any further rate increase.
 
Stay well,
**
On May 6, 2014, at 09:45, [redacted] <[redacted]> wrote:
Morning [redacted],
 
Thank you for your below email.  MarcParc is aware of the last increase to the monthly parking, and do not plan on another increase in the near future.  This increase coincides with the new District of Columbia minimum wage laws.  I apologize for any inconvenience this may have caused.  Please contact me with any further questions or concerns.
 
Kindest Regards,
 
[redacted]
<[redacted] | Director of Customer Service & Billing  | MarcParc inc | [email protected] |www.marcparc.com
1233 20th St NW | Ste 104| Washington, DC 20036 | Direct ( ###-###-####| Main ( ###-###-####
[redacted]
 
Sent: Thursday, May 01, 2014 9:23 AM
To: Customer Service
Subject: Deceptive Billing Practices
 
People,
 
In September 2013, MarcParc sent a notice that the monthly parking rate was changing on November 1, 2013 and that the new rate was $245 a month. This was the SAME as the previous rate. On November 1, 2013, the bill and parking hangtag was received saying the cost was $255 per month. When contacted, they said the letter that went out in September 2013 had an error and the cost was now going to be $255 a month. 
 
Today, May 1, 2014, my parking hangtag and bill was handed to me as I drove into the lot.  The bill had a notice saying that the new parking rate was $265 a month, starting from May 1, 2014. There was NO prior notice about this raise in rates. This raise in rates comes less than a year from the last rate increase and, therefore, was not expected. Additionally, since there was no prior notification, there was no time to make other parking arrangements.
 
Please refund the additional $10, provide a letter of apology, and promise to provide at least 60 days notification of any further price increases.
Stay well,
**
 
[redacted]
Account #: [redacted]
 
Work: ###-###-####
On May 23, 2014, at 06:27, [email protected] wrote:
You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message. 
Click Here to view the complaint 
If your email program does not support HTML copy and paste the link below into your browser 
[redacted] 
This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####. 
Thank you,  
Begin forwarded message:
From: [redacted] <[redacted]>
Subject: Re: Deceptive Billing Practices
Date: May 9, 2014 at 14:37:33 EDT
To: [redacted] <[email protected]>
Cc: [email protected]
Ms. Felton,
 
I am glad that "MarcParc is aware of the last increase to the monthly parking" rates at School St. Especially since it was MarcParc who raised those rates. My issue is that MarcParc may have been aware of the increase, but MarcParc did not provide any advanced warning of the increase in rates. The monthly parkers at School St. did not find out about the rate increase until the beginning of the month had past. Notification of this rate increase occurred when your customers received their May Hang Tag on May 1, 2014. At that point, it was impossible for anyone to seek other parking arrangements. It is a deceptive business practice to raise rates without prior notice.

Revdex.com:
I have reviewed MarcParc's response made in reference to complaint ID [redacted] and find that the resolution is satisfactory to me. I appreciate the explanation of the underlying policies (though I disagree with the assertion that calling a manager would have helped), even though those policies were not stated anywhere on the garage's signage. I hope that my next visit to a MarcParc garage will be more pleasant and fairly advertised and priced.
Regards,
[redacted]

Review: In September 2013, MarcParc sent a notice that the monthly parking rate was changing on November 1, 2013 and that the new rate was $245 a month. This was the SAME as the previous rate. On November 1, 2013, the bill and parking hangtag was received saying the cost was $255 per month. When contacted, they said the letter that went out in September 2013 had an error and the cost was now going to be $255 a month. On May 1, 2014, my parking hangtag and bill was received saying that the new parking rate was $265 a month, starting from May 1, 2014. There was NO prior notice about this raise in rates. This raise in rates comes less than a year from the last rate increase and was not expected. Additionally, since there was no prior notification, there was no time to make other parking arrangements.Desired Settlement: Refund the $10, provide a letter of apology, and promise to provide at least 60 days notification of any further price increases.