Shoney's Inn

Revdex.com: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 not received direct correspondence from the company regarding this complaint nor the written appeal I submitted to them, which included pictures and explanation as to why I feel I have been taken advantage of and unfairly towed/charged I am asking that ACE refund my towing cost in full and amend their inadequate signage as to prevent taking advantage of future patrons, Though I recognize the spot being marked "RESERVED", unlike other signage posted in the lot, there is no indication as to whom it is RESERVED for There is, however, a pay station in the lot which leads to the assumption that if you pay for that stall it is yours to use Please see a copy of my written appeal attached for reference on signageRegards, [redacted] ***

This complaint was forwarded to the Airport Director on 6/14/and did not respond I have forwarded the complaint on 7/11/2016, hope to hear a decision this week

This complaint was forwarded to the Lot Surface Director for review and decision I received notification that this person will be receiving a refund for their parking fees

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I have been able to obtain additional information regarding this complaint and am pleased to pass this alongUpon being notified of the double billing on July 23, our Las Vegas based team contacted our credit card merchant bank with the instruction to reverse the charge We received verification on Aug that the $credit was completed and the customer should be able to see this on their credit card account (Attached is a copy of the refund voucher from the credit card system.) Upon receiving the initial complaint, our team investigated this incident and found the following:- The guest did have parking listed on their room folio and was charged at the overnight hotel guest rate for parking At that point, the guest room key card would have been programmed by the front desk personnel to allow the guest to exit and enter the garage at any time without further charge.- Based on the parking control system information, it appears that the Guest did not leave the garage during the course of the stay until the time of check-out.- Upon checking out and leaving the garage, our system shows that the guest inserted their initial parking ticket into the garage's exit control system to leave the garage (This was the ticket issued when the guest arrived and parked in the garage.) Had the guest used their room key card to exit the parking garage instead of the ticket issued upon arrival, the system would have registered that the guest had paid for parking and therefore raised the exit gate so the vehicle could exit the garage with no further payment Since the original ticket was used instead, the system simply calculated the parking fees due based on the time of entryAs to the difference in the parking fees, please note that overnight hotel guests are provided a discount to the general public in terms of the parking rates in the garage This is a practice that is in place in most hotels where there is paid parking This would explain the difference in the rates charged ($vs$40)Finally, I am including a copy of email correspondence with the hotel detailing that we shared this information with them immediately upon learning of this incident We work closely with the hotel and operate on a 100% transparent basis when it comes to parking charges and the fees collected from hotel parking At no time do we have the ability to retain or not disclose every dollar collected from the parking equipment due to the internal reporting systems built into the parking control equipment Therefore, any contention that Ace is running a 'scam' when it comes to hotel parking fees is simply inaccurateIf the credit has not been recognized by the guest's credit card account, please advise and we will be happy to follwith our merchant bank to further investigate its statusWe apologize that the system double charged the guest and will work on improving guest communications so that this type of situation might be avoided in the futureThank you [redacted] President of Operations

Dear Ms [redacted] ,Founding Member of the On behalf of Ace Parking, I am responding to complaint # [redacted] regarding aNational Parking Associationclaim connected to a customer who self-parked on a surface lot and says that hervehicle was parked in a different stall than what she input into the phone based parking reservation site.Please be advised that both the parking app/reservation site and signs posted in the parking lot direct customers to note the parking stall they are in prior to making their paymentSince she admits that she input the incorrect stall # onto the Web site, we had no way of connecting her vehicle to a different paid spaceTherefore, issue a parking citation was our only recourse.Unfortunately, we cannot go back to verify whether her claim is valid or notIt is simply impossible to determine if her car was, in fact, in a different stall since there is no way for her or us to prove this fact.With respect to her parking calls/induiries getting dropped, she is correct that there was a call handling issue with the Park Mobile reservation providerWe apologize for this and wish there was something we could do for her at this time.We are willing to waive her fee, however, we need her vehicle information so that we can update our records and remove it from our list of prior 'violators'.Please forward my contact details to the claimant so we can take this next step.Thank you[redacted] President of Operations

The Parking lot is clearly marked Reserved stalls are not available to the public.Please see the signs that clearly advise the Public not to park or purchase a parking ticket for these stalls.1) Sign that is posted at the front of all reserved stalls "No Public Parking MON-FRI 6am to 6pm TOW AWAY"2) Tow away sign on machine stating tickets purchased are not valid in any Reserved stalls "Public Parking in Reserved spaces is prohibited"3) Ticket that was purchased clearly states on the bottom that ticket is not valid in Reserved stall "Invalid in Daytime Reserved spaces"It is Unreasonable that a member of the public would thing these stalls would be available for them to park in with all of the posted warnings.I believe this proof will put this issue to restPublic parkers must follow the posted directions on our unattended surface lots as we do not have employees onsite to assist. *** ***DirectorAce Parking Management Inc

A copy of this message have been sent to the ACE Airport Director for further instructions, will advise

To Whom it may Concern,This is in response to Revdex.com Complaint ID # ***The claimant parked in a RESERVED parking space that is paid for byanother customerThe other customer returned to park in theirRESERVED stall but could not due to claimant car being parked in theclearly marked RESERVED Tow
Away stallI have provided a pictureof this stall and it is clearly marked .Thank you*** ***DirectorSan Diego

Ace Parking opened the garage at the Mr' A's Building for a special 'Daytime Event'. A system was swhereby all incoming traffic were supposed to be informed that the garage would close after the conclusion of the St Patrick's Day Parade - 3:pm. Since we cannot, at this time,
confirm that this message was in fact given to the individual when they entered the garage, we will happily refund the entire parking fee paid. We will use this as a learning opportunity whereby we place signs in the garage informing people of the operating hours, as opposed to relying on our team members to convey directions. This should eliminate the potential that messages are not properly communicated to incoming traffic. Thank you for bringing this to our attention and we apologize for any inconvenience. *** ***President of Operations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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 not received direct correspondence from the company regarding this complaint nor the written appeal I submitted to them, which included pictures and explanation as to why I feel I have been taken advantage of and unfairly towed/charged. I am asking that ACE refund my towing cost in full and amend their inadequate signage as to prevent taking advantage of future patrons, Though I recognize the spot being marked "RESERVED", unlike other signage posted in the lot, there is no indication as to whom it is RESERVED for. There is, however, a pay station in the lot which leads to the assumption that if you pay for that stall it is yours to use. Please see a copy of my written appeal attached for reference on signage. Regards,*** ***

As stated in the complaint, it was Terminal One parking lot at San Diego Airport

I'm in receipt of this complaint, I'm forwarding the complaint to the ACE Mgr for review and decision

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 been in contact with Ace Parking and they have already given me their side of the story, very similar to the response you received Simply stated, they seem to be trying to deflect their responsibility in this matter The prior damage noted by the rental car company was related specifically to a few scratches on the bumper which almost every rental car has - due to luggage There was no damage to the tail light noted This actually bolsters my story since it is obvious that the car was carefully inspected prior to leaving *** Of course, there is no way that I can prove that they did it, but I truthfully state that we had the car out only once prior to our noticing the damage, and that I had a passenger (my daughter) that remained in the parked car while I was away from it the first time, and the second time - going to the zoo, I was with the vehicle myself the entire time As such, there IS NO TIME while the car was in our possession that the damage could have occurred.I understand that this comes down to he said/she said and there is no way for either of to prove anything That said, if you check into them, you will see it seems to be that they have a number so similar complaints that may be found online It makes me believe that it's standard policy to decline this type of claim I simply want it documented for the public to see and am hoping you can keep a copy of this posted on your site so others can beware
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The parking lot is Lot # *** - *** San Diego Downtown.Thanks - and please let me know if you require anything else.***

We have communicated with our SF team and they will be refunding the towing charge immediately. We clearly should have done a better job communicating with the customer when they arrive on the lot. While this location is not a valet operation, the 'stacking' system employed does require
us to make sure we are greeting guests and collecting keys from any vehicle that is blocking another car. We dropped the ball in this instance and will expand our training efforts to ensure we minimize these kinds of instances in the future. We appreciate being made aware of this situation and apologize for any inconvenience we might have caused. Sincerely, *** ***President of Operations

We apologize if one of our attendants acted in an appropriate manner. However, to respond to this specific claim, we need more details including: 1) When and where did this occur?2) Did the vehicle owner speak to the supervisor at the location where this occurred? 3) Was there a
response or what actions were taken at the time of the incident?4) Was Ace Parking's on-site team given an opportunity to investigate at the time of the incident?5) What personal belongings and how much cash was reported lost from the vehicle? We very much want to dig into this further. Unfortunately, we cannot reply with in any more substantial way until we have specifics regarding this incident. Thank you. *** ***President of Operations

This complaint was forwarded to the Airport Director on 6/14/and did not respond. I have forwarded the complaint on 7/11/2016, hope to hear a decision this week

I've left a message for the customer to contact me directly, as the person she complained about reports to me I have also addressed the issue with the employee and will have her go through training