Shoney's Inn

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

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 signage. Regards,[redacted]

The vehicle was in and out of valet a few times during the guests stay. During the stay, we had very few vehicles due to it being the holiday's, and we saw very little drive...

in traffic. I believe we had around 10 cars, and as I recall, there were no vehicles parked next to or back to back with each other. The vehicle in question was last parked in a space that was easily visible by the valet stand and there was never a vehicle behind it, nor was it in a space that any other public vehicle would drive by it.  According to the rental agreement prior damage was reported on the rear bumper, as well as the damage check conducted by our valet. The damage that the guest is claiming happened in our care was very difficult to see just looking at the car (the bottom of the right rear tail light was broken out on the under side of the light).  There was no glass from a tail light in any of the lots on our property, as I checked just in case the vehicle had been moved.  The day the damage occurred, the guest left with his family and upon his return from the Zoo, reported that the damage had been done by us. They stated upon arrival that they didn't notice the damage until they tried opening the trunk.  I did a thorough investigation and found that there was no negligence on our part or damage caused by our valets, as there would have been glass from the rear tail light in our lot, and, or another damaged vehicle.Mr. [redacted] did call me and I told him my findings and forwarded him to the claims department with questions. He said that he was going to report it and he couldn't believe we wouldn't just take care of something that would only cost around $300.  He also said that he would be contacting the hotel. I advised the manager [redacted]  about the call so he could inform the hotel and as the claim would reflect on his location, should he choose to accept responsibility.  I also, again, filled him in on the particulars of the incident.  I, in no way, think that the damage was caused by our valets.

The Parking lot is clearly marked Reserved stalls are not available to the public.Please see the 3 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 rest. Public parkers must follow the posted directions on our unattended surface lots as we do not have employees onsite to assist. [redacted]DirectorAce Parking Management Inc.

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.

I have been able to obtain additional information regarding this complaint and am pleased to pass this along. Upon 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 7 that the $40 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 entry. As 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 normal practice that is in place in most hotels where there is paid parking.  This would explain the difference in the rates charged ($24 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 inaccurate. If the credit has not been recognized by the guest's credit card account, please advise and we will be happy to follow-up with our merchant bank to further investigate its status. We 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 future. Thank you. [redacted]President of Operations

I will review the complaint message and discuss resolution with proper authorities.  I will respond with final decision.

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, [redacted]President of Operations

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]

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.
It may be the first time that ther have chosen to look at it, but the original call was the day I checked out of the hotel. Talk to your staff before stating its your first time seeing it.  [redacted] office management answer.

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]

This is the first notice we received regarding this incident (not 10 days ago) and we are now looking into the claims made and will respond as soon as information is available.   Thank you. [redacted]President of Operations

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]

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 payment. Since she admits that she input the incorrect stall # onto the Web site, we had no way of connecting her vehicle to a different paid space. Therefore, issue a parking citation was our only recourse.Unfortunately, we cannot go back to verify whether her claim is valid or not. It 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 provider. We 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 Lot # [redacted] - [redacted] San Diego Downtown.Thanks - and please let me know if you require anything else.[redacted]

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