VCU Parking & Transportation

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or 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.Hello MrC*** -Thank you for reaching outI attempted to pay to park in your BB lot on 11/around 6:PM ET but the machine seemed to have intermittent connectivityWhen I put my credit card in, it spun for about mins saying "authenticating"Then a message came up that said the connection had been interruptedThere were a lot of others that also had issues with the machineFrom what I heard from locals, it sounds like that machine always seems to have connection issues (I am from out of state and it was my first time parking there)Almost the whole lot had tickets. When I spoke to the attendant issuing tickets, he said that he has heard many others saying there is an issue with the machineWhen I appealed my ticket stating there were connectivity issues, it was denied right away (I will send my appeal denial email in a separate email)The appeal was issued online per the guidance on the ticket. I even gave them my stall and the last four of my CC so they could check the machine error logs to prove that I had tried to payNo explanation, no note stating they would look at the machine, etc. Thus, It seems to me that VCU is aware that there are issues with the machine, yet it is still there, and they send a attendant to issue ticketsEven when they received appeals stating the machine was having difficulties, they still charged and never sent anyone to look at the machine. As mentioned above, my appeal was denied within hours. While I appreciate the prompt response, I question whether they attempted to look into the machine logs and/or see if any other people had issues that nightI paid my ticket but I feel it is not an ethical business practice to have a faulty machine and continue to issue tickets there.Citation Number: ***Appeal Number: *** (no name was given)I also informed ***@***.*** that I would be filing a Revdex.com compliant on behalf of future individuals who decide to park in that lot.Please let me know if there is anything further you need from me in order for the machine to be looked into.Thank you for your time
Regards,
*** ***

Good afternoon Ms***,I am very sorry to hear about your experience parking in our BB Lot this monthCan you provide a few pieces of information so we can further investigate the incident? What was the date and time of the incident? Can you provide your ticket number? Have you already appealed
this ticket through VCU appeals? If so, which representative did you speak to and can you please forward any and all email responses? Did you contact our Customer Service department at any point during this time?Again, I apologize for the negative experience while utilizing one of our facilitiesWe strive to provide our customers with the best product and customer service, and we take all complaints very seriouslyWith additional information, we will be able to investigate this further and resolve your complaint to your satisfaction. Thank you for your time.Sincerely,Nicholas *C***Senior Operations SupervisorVCU Parking & Transportation***-***-*** (o) | ***-***-*** (c)*** ** *** **. *** ** ***

Good afternoon Ms***,I would again like to extend my apologiesThis represents a failure on two separate operational levels and is completely unacceptableThe officer in question should have alerted management about a potential network outage in the lot and then temporarily suspended any ticketing operations until the pay station was brought back onlineAdditionally, your citation appeal should have been upheld and the ticket voided. In light of these operational failures, we will issue a refund in full ($***)Please allow up to ten (10) business days for the refund to be reflected on your account.Please let me know if you have any questions or if I can assist with anything in the futureThank you, and have a nice day.Sincerely,Nicholas *C***Senior Operations SupervisorVCU Parking & Transportation***-***-*** (o) | *** (c)*** *** **. *** VA ***