TravelTime Travel Agency

April 14, 2016Dear MsCameron,Thank you for contacting Parkway regarding the complaint from [redacted] dated April 8, am responsible for issuing refunds to our customers from our over locations in geographic cities in North America in which Lockwood Place in Baltimore is oneThe issue was resolved earlier today when a $refund was issued to [redacted] ***'s [redacted] account and a receipt was emailed to him by our processor.In researching the delay I discovered that this was simply an error in our internal communicationWe received his original email request on the afternoon of March and sent our initial response to him the same eveningThe information originally provided by [redacted] was not enough to refund the credit card he used to pay for the transactionHe promptly replied to us with the necessary information; however, it was never forwarded to meThere was no intent not to refund the money, it was clearly an oversight and I have implemented a new procedure from seeing a similar situation in the future.If this had been escalated to me, or disputed through his credit card company, we would have been able to identify the breakdown soonerAgain, we have fulfilled [redacted] ***'s desired outcome/settlement and refunded his $5.00.Please let me know if you need any additional informationMy telephone number is ###-###-####.Best regards,Neil F.Customer Experience Manager

June 27, 2017Dear [redacted] ,Thank you for contacting Parkway regarding the complaint from [redacted] regarding a refundIn researching the delay I discovered that an email was sent to us without clear instructionsWe receive several hundred emails and calls each day so we were unable to know what transaction this belonged to and the reason it was sentI am including a picture of the email.I reviewed a video of the transaction and found that there was no interaction with any lot attendant as [redacted] claims, and the sign above the pay machine clearly states the rates as well as our policy of no in/out and no refundsThe pay kiosk at this facility is fully self-service and all selections for payment are menu driven and self-selected [redacted] selected the time that was calculated at $I am also including a picture of the receipt and the rate sign.As a gesture of goodwill, I have refunded [redacted] a total of $for the time he did not park on the lotThere is a flat rate of $as noted on the rate sign that will not be included in the refundWe do not have any control over hotel rates or other parking facilities so he is not due an additional refund based on that situation,Additionally, please note that all future correspondence should be directed to me at the above address as [redacted] *** has left our companyPlease let me know if you need any additional informationMy telephone number is [redacted] .Best regards,Neil F.Customer Experience Manager

July 7, 2017Dear [redacted] ,I am in receipt of your letter dated June 29, regarding the customers concernsNo one made the customer jump through any hoopsHis initial request was sent to a general mailbox without specific details sufficient enough to resolve his inquiryWe understand that he may have been under stress due to his daughter's graduation; however, he decided to park in our lot and he selected the amount of time in our pre-payment kioskThere is ample signage at the entrance and at the pay station with our rates clearly postedThe customer made a claim about an attendant on the lot as this lot was unattended at the time he parkedThe customer was charged for the time he did park in our lot and refunded the differenceNo additional refund is warranted at this time,I am attaching a picture of the customer at the pay station captured on our security cameraThe picture shows evidence of no attendant on site and the rate sign above the pay stationThere is also a picture of the signage at the pay station.Please let me know if you need any additional informationMy telephone number is [redacted] ,Best regards,Neil F.Customer Experience Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Really? A check for $ I didn't pay for parking with a checkMy money was taken IMMEDIATELY Why couldn't I just get my $cash from the attendant or a pass to park free for a day And why weren't my calls or email returned? Why did I even have to go through all this nonsense? If you're going to have a machine that does not give change, at lease the attendants should be able to give back change Its just another way to steal people's money I'll be complaining to the city of [redacted] and to the state of [redacted] This is absolutely ridiculous!Trying to cheat people out of their money because you think they won't complain about such a small amount of money should be criminal Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Why not listen to the conversation that I had on the telephone with your customer service rep that gave me that email address and told me to email the receipt to that email address and that the refund would be returned to the credit card. Your attendants are lazy and they could have been talking from the booth that is right there near the machine. If you want to do additional investigations, go back and listen to the telephone conversationsThe date and times of each call was providedYour attendant was very rude, unprofessional and threatened to have our vehicle towedMaybe take a look at that recording. I do not accept your response and find in very belittling and accusations of me not being truthfulYour response is not stating all the facts I am okay with this complaint being closed but I am not happy with the outcomeHaving to go through this agency is jumping through additional hoops after being told that a refund would be given after that email was sentYou lack comprehension or compassion I don't know which one it is.
Regards,
*** ***

Revdex.com:
I have reviewed MrF*'s response in reference to my complaint, ID ***, and find the resolution satisfactory to meI do understand that internal communications can sometimes break down, and I trust that internal changes will reduce the likelihood of a repeat incident in the future
Regards,
*** ***

We apologize for not processing the customer's $refund in a timely manner. A refund check will be processed and mailed to the customer

June 27, 2017Dear [redacted],Thank you for contacting Parkway regarding the complaint from [redacted] regarding a refund. In researching the delay I discovered that an email was sent to us without clear instructions. We receive several hundred emails and calls each day so we were unable to...

know what transaction this belonged to and the reason it was sent. I am including a picture of the email.I reviewed a video of the transaction and found that there was no interaction with any lot attendant as [redacted] claims, and the sign above the pay machine clearly states the rates as well as our policy of no in/out and no refunds. The pay kiosk at this facility is fully self-service and all selections for payment are menu driven and self-selected. [redacted] selected the time that was calculated at $72. I am also including a picture of the receipt and the rate sign.As a gesture of goodwill, I have refunded [redacted] a total of $52 for the time he did not park on the lot. There is a flat rate of $20 as noted on the rate sign that will not be included in the refund. We do not have any control over hotel rates or other parking facilities so he is not due an additional refund based on that situation,Additionally, please note that all future correspondence should be directed to me at the above address as [redacted] has left our companyPlease let me know if you need any additional information. My telephone number is [redacted].Best regards,Neil F.Customer Experience Manager

April 14, 2016Dear Ms. Cameron,Thank you for contacting Parkway regarding the complaint from [redacted] dated April 8, 2016. 1 am responsible for issuing refunds to our customers from our over 80 locations in 9 geographic cities in North America in which Lockwood Place in Baltimore is one. The...

issue was resolved earlier today when a $5.00 refund was issued to [redacted]'s [redacted] account and a receipt was emailed to him by our processor.In researching the delay I discovered that this was simply an error in our internal communication. We received his original email request on the afternoon of March 12 and sent our initial response to him the same evening. The information originally provided by [redacted] was not enough to refund the credit card he used to pay for the transaction. He promptly replied to us with the necessary information; however, it was never forwarded to me. There was no intent not to refund the money, it was clearly an oversight and I have implemented a new procedure from seeing a similar situation in the future.If this had been escalated to me, or disputed through his credit card company, we would have been able to identify the breakdown sooner. Again, we have fulfilled [redacted]'s desired outcome/settlement and refunded his $5.00.Please let me know if you need any additional information. My telephone number is ###-###-####.Best regards,Neil F.Customer Experience Manager

I am sorry Ms. [redacted] feels we are trying to deceive her.  However, as you can see the attached picture of the pay station at the location, it clearly states we do not issue change.  There are 2 additional payment options: using a debit or credit card or by a 3rd party application Parkmobile.  Our refund method when customers overpay is to issue a check.  DUe to the circumstances no other compensation is due.

July 7, 2017Dear [redacted],I am in receipt of your letter dated June 29, 2017 regarding the customers concerns. No one made the customer jump through any hoops. His initial request was sent to a general mailbox without specific details sufficient enough to resolve his inquiry. We understand that he may have been under stress due to his daughter's graduation; however, he decided to park in our lot and he selected the amount of time in our pre-payment kiosk. There is ample signage at the entrance and at the pay station with our rates clearly posted. The customer made a false claim about an attendant on the lot as this lot was unattended at the time he parked. The customer was charged for the time he did park in our lot and refunded the difference. No additional refund is warranted at this time,I am attaching a picture of the customer at the pay station captured on our security camera. The picture shows evidence of no attendant on site and the rate sign above the pay station. There is also a picture of the signage at the pay station.Please let me know if you need any additional information. My telephone number is [redacted],Best regards,Neil F.Customer Experience Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will...

be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Really? A check for $8.  I didn't pay for parking with a check. My money was taken IMMEDIATELY.  Why couldn't I just get my $8 cash from the attendant or a pass to park free for a day.  And why weren't my calls or email returned?  Why did I even have to go through all this nonsense?  If you're going to have a machine that does not give change, at lease the attendants should be able to give back change.  Its just another way to steal people's money.  I'll be complaining to the city of [redacted] and to the state of [redacted].  This is absolutely ridiculous!Trying to cheat people out of their money because you think they won't complain about such a small amount of money should be criminal.
Regards,
[redacted]