Park 'N Fly

Talked to *** *** on 2/7/and apologized for confusion and problemsAgreed to send her out a day Guest pass with a 3/31/expiration datefor her to use at her convenience to compensateComplainant? agreed to the resolution and was satisfied with result.?

Talked to [redacted] on 2/7/17 and apologized for confusion and problems. Agreed to send her out a 7 day Guest pass with a 3/31/18 expiration datefor her to use at her convenience to compensate. Complainant agreed to the resolution and was satisfied with result.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Good afternoon,
In regard to the complaint received from [redacted] on 2/3/16, her problem has been addressed and an explanation of our...

policy on free certificates from the previous operator/tenant was further clarified.

Review: Park 'N Fly sold this garage to [redacted] in November of 2015. [redacted] agreed to honor free parking certificates from Park 'N Fly that were given to loyal customers. They have no sign posted nor do they have any notice on the reservation form that they are no longer are excepting these free parking days certificates from Park 'N Fly customers. I phoned Park 'N Fly headquarters in Atlanta. They told me they have a special agreement in place with [redacted] to honor these free certificates for one year. I have disputed this charge with my credit card company. I will gladly give [redacted] 8 days of free parking certificates if they will refund my charges. I call [redacted] and ask for the manager and they always tell me the manager isn't there. This incident occurred on 1/23/2016. The charges were $151.60.Desired Settlement: Refund of $151.60 in exchange for 8 free parking certificates from Park 'N Fly.

Business

Response:

Good afternoon,In regard to the complaint received from [redacted] on 2/3/16, her problem has been addressed and an explanation of our policy on free certificates from the previous operator/tenant was further clarified.

Review: My complaint is not with the actual service provided by the garage, which is fine. My complaint is with the [redacted] as managed by the parent company.

- The number of "free earned" days as displayed on the web site is not constant with the the number of days the parent company says is tied to my account or what has happened at the gate.

- When they changed their program, I lost free days which they continually deny.

- I have monitored the accumulation of days carefully on the web site since they changed programs and I frequently have to send the corporate office an image of my receipt that actually has my account number on it to remind them to add my parking history. In other words, they have my account information when I pay the parking charge but they do not apply the days to my account unless I go in and remind them to do it.

- They send paper vouchers to use for accumulated free days without clearly stating that you can only use the paper vouchers so when I misplaced them, it doesn't matter that you can see how many days I can use on my account, they tell me I am out of luck.

The company is borderline deceptive and takes no responsibility for unclear or deceptive instructions.Desired Settlement: I would like an opportunity to use the three "free days" the company says I'm entitled to today despite the fact that I lost the coupons they sent.

Review: Park'N Flfy Confirmation Number: [redacted] parked my car at the Cleveland Park' N Fly, 19000 Snow Road, Cleveland, OH 44142, on 03/23/2013, about 6:15 PM, in a parking space located next to the main access drive, across from the car wash, not too far from the main entrance and the management office.When I returned from my trip on 03/3/2013, about 4:15-4:30 PM, I found my car with extensive damage on the rear bumper, left corner. The bumper was cracked and had a hole in it. I asked the driver of the shuttle to call somebody from the management to see the damage to my car and provide some information/explanations.LISA HASTINGS from the management came and took pictures of my car at the location where it was parked. She told me that she was going to file a report and somebody from Park' N Fly would contact me the next day, Monday, April 01, 2013. Nobody called.I called LISA HASTINGS on Tuesday, April 02 about 10:20 AM and she told me that she sent the report on Monday, April 01, 2013, and that somebody will contact me. She also told me that she talked to the "mechanic" about the damage to my car. The mechanic told her that he removed pieces of plastic that were on the ground where my car was parked.On Tuesday, April 2, 2013, when I came home from work, I found a message on my answering machine from JENNIFER with Wells Fargo Insurance, Tel. 813-636-5360. She told me that Wells Fargo Insurance denied my claim. I returned her call and I left her a message, asking her to call me to talk about my claim and why it was denied.At the time Im writing this complaint, I did not receive a call from Jennifer with Wells Fargo Insurance.Also nobody from Park' N Fly called me to talk about the incident. There are some questions that I would like to get answers to:1) Why did the "mechanic" tempered with the scene of an accident, by removing the plastic pieces from the ground, around the rear bumper of my car?2) Why the "mechanic did not report to the management the damage to my car?The damage to the rear bumper, left corner was very obvious, and the hole in the rear bumper could not be missed!3) On the Cleveland Park' N Fly page are listed "Park 'N Fly Cleveland Airport Parking Benefits at a Glance".One of the "benefits" is: 24-hour surveillance.When I asked Lisa Hastings about the surveillance cameras, I was told that Cleveland Park' N Fly doesn't have them.4) On the same website it is advertised that:"Park N Fly Cleveland is your premium offsite airport parking facility servicing the Cleveland Hopkins Airport (CLE). When you park with us, youll be guaranteed exceptional customer service and a well-lit, safe and secure place to leave your vehicle."I would like somebody from Park 'N Fly Headquarters to explain to me what a"safe and secure place to leave your vehicle" is by Park 'N Fly standards?Obviously my car was not safe and was not secure at the Cleveland Park' N Fly lot.Cleveland Park' N Fly management was not willing to investigate the incident to help find out who damaged my car. WHAT GOOD IS A 24-HOUR SURVEILLANCE?!Desired Settlement: Park 'N Fly Cleveland should pay to fix the damage to my car.

Business

Response:

We have turned this issue over to our insurance company and they have investigated the evidence and based on the facts that the vehicle was self parked and it was not in the Care, Custody or Control of the Park 'N Fly the claim was denied. Susan Brenders Facility Mananger Park 'N Fly

Consumer

Response:

Park' N Fly Cleveland did not provide a safe and secure place to leave my car.

Susan Brenders, the Park' N Fly Cleveland Facility Manager did not respond to any of my questions in the initial complaint.

Wells Fargo, the insurance company representing Park' N Fly Cleveland, did not investigate the incident.

Jennifer Elkins from Wells Fargo Insurance ([email protected]) asked me to send her the repair estimates.

On April 11, 2013 I sent her four repair estimates and as of today, and after that I did not hear from her anymore.

1) According to: http://www.parkrideflyusa.com/cle-cleveland-hopkins-airport-parking/park-n-fly/, "Park ‘N Fly Cleveland is your premium offsite airport parking facility servicing the Cleveland Hopkins Airport (CLE).

When you park with us, you’ll be guaranteed exceptional customer

service and a well-lit, safe and secure place to leave your vehicle."

My car was not safe and secure during the eight days, it was left at Park' N Fly Cleveland.

2) Park' N Fly Cleveland claims that has 24-hour surveillance.

- Did Park' N Fly Cleveland look at the information from the "24-hour surveillance" to see who damaged my car?

- Did Park' N Fly Cleveland send that information to Wells Fargo Insurance?

3) On March 31, 2013, after my return from my trip, Lisa Hastings from Park' N Fly Cleveland management took pictures of the damaged left side rear bumper of my car, at the location where my car was parked.

4) On April 02, 2013, Lisa Hastings from Park' N Fly Cleveland

management, told me that she talked to the "mechanic" about the damage

to my car. The mechanic told her that he found and removed pieces of

plastic that were on the ground where my car was parked.

5) Why were the pieces of plastic removed, and why was not filed report to document the incident?

I respectfully ask Susan Brenders, the Park' N Fly Cleveland Facility Manager to provide answers to all my questions and direct Wells Fargo Insurance to pay for the repair.

Thank you,

Business

Response:

Response:

Our lot is lit and staffed 24 hours/day with vans circulating the lot. As [redacted] had been notified, we have turned this issue over to our insurance company and they have investigated the evidence and based on the facts that the vehicle was self -parked and it was not in the Care, Custody or Control of Park ‘N Fly the claim was denied.

Sent on: 4/26/2013 9:16:29 AM

Consumer

Response:

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

My car was parked at Park' N Fly for eight days.

1)

The claim by Park' N Fly Cleveland that "Our lot is lit and staffed 24

hours/day with vans circulating the lot" is NOT "24 hour surveillance".

2)

Park' N Fly Cleveland also claims that "When

you park with us, you’ll be guaranteed exceptional customer service and a

well-lit, safe and secure place to leave your vehicle."

My car was not in a safe and secure place

inside Park' N Fly lot!

3) Park' N Fly Cleveland does not say on their website that IF YOU SELF PARK YOUR CAR, IS LIKE PARKING IN "NO MEN'S LAND" and anything can happen.

4) Park' N Fly Cleveland did not explain why

the "mechanic" a Park' N Fly employee, removed the broken rear bumper pieces that were on the

ground where my car was parked.

5) Why was not filed an incident report?

6) Park' N Fly did not investigate the incident after I returned from my trip.

The bottom line is that Park' N Fly does not care about customers and their personal property!

Regards,

Business

Response:

As we previously responded to [redacted] we submitted his claim to our insurance company and it was declined based on the fact that he was self-parked. We also stated that our lot is lit and staffed 24 hours/day with vans circulating the lot, which, compared with some competitors who do not have a 24-hour physical presence in their lot, we believe in good faith constitutes 24-hour surveillance. His vehicle was parked in a safe and secure place in our lot, however we do not take custody of vehicles parked with us. This is stated in signs at the lot and on our parking tickets. This is true not just for us, but for any other self-park facility.

Our insurance company did do an investigation to reach their conclusion, however we are not able to provide that report as [redacted] has requested since it is considered work product and would only be available as required within the context of litigation.

Best Regards,

Jeff Brodsky

Director – Operational Excellence

Phone: 404-364-8166

Mobile: 404-932-4031

[email protected]

2060 Mt. Paran Road, NW

Atlanta, GA 30327

Review: 1. I am owed 6 additional vouchers for rewards I earned last year. I have an email from a customer rep proving this. Never received, tried calling rep but someone picks up then hunts up.

2. I tried using vouchers that I have previously. I drove up to lot 5 on 4/14 where I park all the time. Lot attendant says I need reservations. I made one quickly online with start date of 4/15, as reservation won't let me start at current date, but forgot to end the reservation three days before actual end date so I can use my three other vouchers. Called rep who said she will transfer me to billing, but extension was invalid and line went dead.

I had no problems with this facility the last few years I've been using it. In fact, the branch in LA is excellent. They restructured their rewards program late last year and everything went downhill from there. Customer service gets back to my email 3 weeks or so after I send email. Phone calls are answered only to be hung up on. Getting transferred to invalid extensions. Very unprofessional.Desired Settlement: I have 4 days of free vouchers unused plus the six days they owe me. I would likes cash refund for them. I don't want the vouchers because I would not like to give them my business anymore. For all the business I have given them in the last two years, this is a really crappy way for them to show customer appreciation.

Business

Response:

I left you a message and apologize for the issues you’ve had with your Frequent Parker Rewards.

When we transitioned to the new program, you should have received 5 Conversion Vouchers that represent the Free days you had left in your account when the old program ended.

Based on your parking last year, you were placed in the Gold Tier in the new Program and should have received Coupons for up to 9 free days and your new Gold member card.

Since you apparently didn’t receive those, one of our agents credited you $34.70 toward your $100.60 reservation from April 15h to April 23rd and also mailed 6 vouchers to replace the ones you didn’t receive and apparently you didn’t receive those either.

Presuming you did not receive the 5 Conversion Vouchers or your Gold Membership kit with coupons worth up to 9 free days, you should have had 14 Free Days missing, minus the stay you had from April 15th to April 23rd (9 Days) leaving a balance of 5 Days. I will issue a refund for $65.70 representing the balance of that stay and send you vouchers for the five additional days. Unfortunately I am not able to offer a cash refund for free days as you requested.

Also, it looks like a new card was ordered for you on 4-23 (Presumably in place of the one you did not receive) If you do park with us in the future, please used that card: [redacted]

If your current address is not [redacted], please let us know as soon as possible.

I apologize for all of this confusion.

We do value and appreciate your business and are working hard every day to earn it.

Best Regards,

[redacted]