Royal Parking

Mr***
Payments for monthly
parking are due to the GOPARK main
office at Poydras Street Suite by the 1st of the month as
indicated on your invoice. As a courtesy
to all of our customers, late fees are not applied unless payments are not received
at the address indicated by 3:00PM on the 5th of each month. Your payment was not received at our main
office by 3:00PM on the 5th of the month and that’s why a late fee
was appliedYou are correct in that entrance to the One Shell Square
building, where GOPARK’s main office is located, was closed due to pressure
washing. However, there were
additional entrances to the building that were accessible. Pressure washing has rendered this entrance
inaccessible for months and there have not been any issues with any of our
other customers nor with the other tenants in this building. Rather than try any of the other doors, or
call our office, you brought your payment blocks away to another location
which does not process payments. GOPARK
then had to deliver your payment to the main office
While I understand your frustrations in the situation, your payment,
however, was already days late on the day you attempted to submit it. All invoices are emailed on the 15th
of the prior month which allows days to submit a payment and an additional
days as a courtesy to our customers before late fees are applied. Our main office was open all week from
February 2nd-5th from 8:00AM-5:00PM, just as it is every
week.
Due to all the reasons listed above, the late fee applied to
your account will not be removed. Though
you have already cancelled your monthly parking with us, we do sincerely
appreciate your business and hope you decide to return. Sincerely,*** ***Vice-President and General ManagerGOPARK

All of the meters provide signage that states exactly what the complaint is in reference to. The attach is on all meters including the meter in question.

Review: This parking service does not disclose that exact change is needed when paying for parking. You are required to pay for the parking service when you enter the parking lot and the company charges by the time the of service used. There is no representative present for customer service issues. I deposited $20.00 into the machine with the impression of receiving change. I did not receive any change back and did not use the time worth of the amount I paid. I called the customer service number for this customer and explained there is no indication of needing exact change. I was refused a refund for the amount of time unused for the service.Desired Settlement: The company charges $3.00 for 2 hours of service, $5.00 for 7 hours of service and $10.00 for overnight use of service. I only used 1 hour and 30 minutes of service and was charge for 2 overnight uses of service. I parked at the 3601 Prytania St location in New Orleans. I would like a $17.00 refund due to no notification of needing exact funds.

Business

Response:

All of the meters provide signage that states exactly what the complaint is in reference to. The attach is on all meters including the meter in question.

Review: I have been a GoPark customer even before GoPark took over. I went to 701 Poydras on February 5th at exactly 1:30 P.M. I take my lunch at 1:00 P.M. & always walk down to pay. According to my contract I have until 3:00 P.M. on the 5th of each month. I tried to explain this to your receptionist on the phone but she blew me of saying it is actually due on the 1st. I said why does my bill say I have until the 5th at 3:00 P.M.? She kept saying it's due on the 1st. I told her I came at 1:30 P.M. but there were barricades set up so I crossed them but when I got to the door it was locked & the offices were dark. Her reply, "I'm always in there & maybe you didn't see us because the windows are pinted." I said, " What about the barricades?" She replied, "The buiding is being pressure washed & you could have entered from downstairs." How was I supposed to know that? There were no signs stating where to go or how to get in. I took a chamce crossing the barricades. So I went to the other office on the 25th floor of the building that shares Chase Bank & a hotel & numerous businesses. I got there at 2:00 P.M. because it is only a few blocks away. The check was picked up according to my bill on the 6th & cashed on the 10th. If the 1st as your receptionist says is THE day, why under the new payment plan will money be taken on the 2nd yet I'm being penalized for the 5th? This has happened under GoPark one other time before & I paid the $10 for exactly the same thing. If this can't be resolved then I will have to cancel my parking & use the lot across the street or one of the other three a block down. I feel I was brushed off by customer service & treated unfairly.Desired Settlement: I would like the $10 late fee removed.

Business

Response:

Review: Parking Company booted car will not refund I parked at a Royal location near Canal on 01/10/14the sign at street read $6.00 in huge letters and small fine letter it read first hour. VERY misleading and no signage stating car willget booted. No sign stating what company is doing the booting and what rate they are charging.I did put in 6 dollars and the machine did not state time and hour ticket expiredI hit cancel and a ticket printed. I believed that I would be good but ticket was onlygood for one hour. Again I did not mind paying as you are aware I paid for the boot.The problem I had was the machine did not work proper and no signage to explains consequencesand rates. Clearly I felt like I got robbed of my hard earned money.I spoke to [redacted] and he stated if my ticket was expire he could not give me a refund.Also he stated that if he put all those signs up he would have no room for parking spaces.I explain that it is necessary and it is the cost of doing business.I paid Premier Parking Enforcement 104.00 dollars. I would like this refunded. Thank youDesired Settlement: I would like a full refund and proper signage informing future customers of booting regulationsand fees.

Business

Response:

Mr. [redacted],

We have reviewed your complaint, ID number 9889804 to the Revdex.com regarding your parking experience at our location.

Please review our responses to your points of contention.

[the sign at street read $6.00 in huge letters and small fine letter it read first hour. VERY misleading]

The signage, shown in the attached picture, is accurately displayed. Should you have not read either of the two signs, one located at each entrance, accurately when you arrived, the parking rate structure is clearly displayed on the parking meter right next to where payment is inserted. A photo of this is also attached.

[no signage stating car willget booted. No sign stating what company is doing the booting and what rate they are charging.]

While you may have not noticed the signs, as required per Orleans Parish Code of Ordinances Sec 66-402, there are 4 signs, photo attached, per the 36 spaces at this lot that have the text "WARNING, PAID CUSTOMER PARKING ONLY, ALL OTHERS WILL BE BOOTED, BOOTING FEE $90.00" The sign also states the name of the company contracted out to do the booting "Premier Parking Enforcement" and their phone number "###-###-####"

Also

displayed directly next to the parking meter is a sign stating our

contractual liability with respect to our customers and the contact

information for both the booting and towing companies in the event of nonpayment.

[I

did put in 6 dollars and the machine did not state time and hour ticket

expiredI hit cancel and a ticket printed. I believed that I would be

good but ticket was onlygood for one hour.]

Whenever payment is inserted into our parking meters, both the full amount of currency inserted and the expiration time of the ticket are displayed on the screen on the front of the meter. If the "cancel" knob was turned, the currency would have been returned and the meter would reset and be ready to begin a new transaction. Since you received a ticket, it must be true that the "Print Ticket" button was pushed in which case a ticket prints. That ticket clearly states and confirms the total amount paid and the ticket's expiration date and time that were displayed on the meter prior to purchase. Also displayed on each ticket is the time, date, and parking lot location at which the ticket was purchased. There should have been no assumption that "[you] would be good" since the ticket clearly displayed the time at which point your vehicle must be moved, or an additional ticket must be purchased.

[The problem I had was the machine did not work proper and no signage to explains consequencesand rates.]

Our online monitoring system of each meter on all of our parking lots does not show a meter malfunction meaning that the machine was operating correctly. There was a rate sign when you entered the lot, a rate sign showing the fee structure on the meter, a display screen showing the amount paid and your expiration time, and a final ticket issued showing the amount paid and the expiration time. Also are 4 bright yellow signs throughout the lot and on the parking meter with red and black text specifically indicating the consequences of nonpayment or ticket expiration, the company which boots the vehicles, and the contact phone number for that company. Also displayed directly next to the parking meter is a sign stating our contractual liability with respect to our customers and the contact information for both the booting and towing companies in the event of nonpayment.

[I spoke to [redacted] and he stated if my ticket was expire he could not give me a refund.]

That is correct. Royal Parking will not refund expired tickets as we are unable to determine if the ticket purchased was not used. Also clearly displayed on the parking meter is a sign stating "NO REFUNDS". Had you called Royal Parking's phone number located on the meter and on signage throughout the lot to discuss any alleged problem with your transaction upon purchase, the situtuation would have been resolved by our customer service team. Instead, Royal Parking only received a call after the enforcement of your vehicle for the theft of our parking space for a period of time.

[Also he stated that if he put all those signs up he would have no room for parking spaces.]

I'm unable to comment on the specifics of that conversation however, Royal Parking is committed to providing the full protection to parkers through warning signage as legally required by Code.

[I paid Premier Parking Enforcement 104.00 dollars. I would like this refunded. ]

From your own statement, the company Premier Parking Enforcement was the company who legally booted your vehicle due to an expired ticket, and for which you paid to have the boot removed from your vehicle. Royal Parking did not collect, nor does it have in it's possession the $104.00 you paid.

The facts of this transaction are that you parked on our lot, failed to read the multiple legally mandated signs throughout the lot, paid for 1 hour of parking, and left your vehicle on the parking lot past that hour. Our business is the rental of a parking space for a designated time. If you occupy that parking space for longer than the amount for which you paid, it is theft. Because that is theft, the City of New Orleans legally allows the enforcement of parking payment through the booting of vehicles and a fee for the boot's removal.

We feel that we have acted and operated our business both a legal and ethical manner and will not be providing a refund of any kind.

Sincerely,

Vice President and General Manager

Royal Parking