Complaints

• Initial Complaint

  24/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 23,2023email*********** tried today keeps ringing)Now that I'm getting back into routine,I'm noticing things&I'm definitely not going to let things go.I noted metal trim around steering wheel 2 distinct marks(2 pictures that *** not accurately illustrate what I'm referring to).Also called Richmond office,pressed 0&the phone keeps ringing Apr 16,2023,10:06 am****** **** wrote:W*** * **** **** ** ** ******* ***** ** **** *** ******* *** *** ****** ************ **** **** ******* **** ******* ** ******* **** ** ** *** *** ****** ******** Fri,Apr 14,2023,2:24 pm****** **** wrote:***** *************************** **** **** **************** ****** **** ** **** ***.On April 8, 2023 when we took the shuttle&came back to ParkNFly,a caucasian male with glasses&curly hair no greeting just put our suitcases to the side.You charge money for what,incompetence.Staff are rude overall,poorly conversed in customer service&don't care Apr ************* pmFatih ****** wrote:***** ************************ *** ***** ** **** ***** **** ************* ********** **** ****** ******* *** ******** ********* ******* **** ** ********* *** ***** *********** *** **** *** ******* ** ***** *** ** *** ************ ** *** ************** **** *** ******** ******* **** *********** **** **** *** ****** *** **** *** ** *** *** ***** ******* ** ***** *** ******** ***** **** *** ********* *** *** ******** **** ** ** *** ************ *** **** ** **** **** ** ********** ****** ** *** ******** ** **** ** *************** *** *** ******* **************************** *******,*********************** From: ********************* Apr9,2023, 12:16 am**** ********** ******* ** ** ******* ***** ********* ** ** ***** ******* ************************************** ***** ** *************** **** ********** * ** * ****** ** ********* **** * ********** ******* ******* ** *** ********** ** ** ************ * ****** ********* *** ******* ******* ***** **** **** ******** ******** ***** ** ************ ******* ************ ******* *** ** ** * **** **** ************ *****

  

  Business response

  28/04/2023

  Dear ************
  Thank you for contacting us regarding your last stay with us and remaining patient during this process. We take pride in ensuring prompt customer service resolution for our customers. After following up with your claim through emails, we have tried to attempt to call you twice on April 24th. First call was on *****am PDT and the second call was around *****pm. Our intention was to rectify this issue, as we stated our previous emails. We have clearly left two voice messages and waited for your response. 

  After we reviewed all your claims, we've reached a conclusion that;

  1. Our drivers are strictly forbidden doing excessive speeding. We have zero tolerance. We have a company policy in place that speeding and hard breaking are not allowed, unless there is a safety issue. After the investigation, getting statements from our drivers and reviewing the camera footage we found no evidence that the drivers speeded when they parked your car.

  2. In regards to handling luggage, our bus drivers are here to assist you if required and are happy to do so.  However, our drivers are not required to assist you lifting your luggage to your vehicle. If you would require any further assistance with your luggage, our designated customer service representatives would be happy to help you.

  3. We also assessed the way your vehicle parked in the pick up area upon your return. As far as we review the picture that you have sent us, both vehicles were align properly. We don't see anything blocking you entering to your vehicle. 

  4. As we stated our previous emails, our drivers are not allowed to touch any of the compartment in your vehicle. We talked to our drivers about this issue and we found no evidence about this scuff made during the time your vehicle parked with us.

  We also see you paid a discounted rate of $223.39, we would like to, as a gesture of good customer service, refund half of the amount that you paid, back to you in the hopes that we can retain you as a valued Park N Fly customer and show you that we are truly committed to extraordinary customer ******************************************************

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  - The business is stating they tried contacting me and I initiated that and it was difficult to get a hold of someone.

  - The picture of my vehicle upon pick up, to put my child into the back passenger side and the way the vehicle on the right side was parked, it was diffcult to get my child in with not much space.

  --Based on my observations as.to how staff were handling other vehicles, my vehicle was braked hard and/or the driver was driving fast to have things moved around inside as mentioned.  I understand staff have to go fast because otherwise things will get backed up and then management questions them.

  -On the day of my vehicle pick-up and being on a long flight, the staff that brought in our luggage, could have asked where we wanted them given we have a child with us.  We certainly didn't go on a holiday,  but to attend a funeral.

  To resolve this I am asking for the entire amount I paid returned (If you truly are about customer service as you have stated, please refund the entire amount I paid regardless of discount or not).

  Sincerely,

  
  *********************

  

  Business response

  02/05/2023

  We have reached out to the customer on May 1st and we are glad to report this matter has been resolved amicably with our customer.

  Customer response

  03/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and on May 1, 2023 during a phone call with *********************** who stated the full amount i spent will be paid back to me by a cheque sent to my home address.  Based on this and I am hoping I receive the cheque this matter is resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb.24, 2022 - March 03, 2022 Our new truck was left in the care of Park'N Fly Vancouver. While we were on vacation we were notified by our trucks app that numerous doors were being opened and closed on different days. We looked at our app and noticed that our truck was driven 3 separate times (Feb 24, March 01&02), once by a third party that we did not authorize. On these 3 occurrences our truck was driven unprofessionally; harsh cornering and acceleration, this was shown in our app as well. We called Park'N Fly right away on March.2nd and spoke to a rep who's first words were "*** ** *** **** ***** **** ***** ** *** *** *** ******", when asked why our truck was driven offsite to be detailed the response we received was "*** *** *** *** ***** ****** ** *** ****", as there was no communication that this would be done off the Park'N Fly lot. When we returned on March 03, 2022 and requested to speak to a manager about this situation, Raj was slightly apologetic and said that they did not charge us for the detail as a courtesy, but they also did not complete the job that was expected upon our arrival. We explained our frustration and mental anguish on vacation about having our truck driven harshly and unprofessionally and about the third party not being authorized to drive our truck. At this point one of the employees, whom removed his mask, laughed at us and walked away. He then tried to say he did not but his manager was right there and apologized for him. After reluctantly paying for the parking we left and followed up with Raj via email a few days later. He stated "** *** ** ********* **** *** ********* ** **** **** *** ******** *** **** **** ******* ***** ** *** ** *** ****." and said they were continuing the investigation and offered a refund for the parking. This has caused a lot of stress to our mental health, not only while we were on vacation but after as well. We could not imagine what could have happened to our truck and what would follow if something did.

  Customer response

  11/03/2022

  Please disregard ‘store credit’ that was a mistake

  

  Business response

  13/03/2022

  Our on site Manager has already been in direct contact with our client to resolve any issues. It is in the process of being resolved. 

  Customer response

  14/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: There has been no further communication with Raj has been received since March 6, 2022 in regards to this complaint. The last communication was said that there is in internal investigation being done. A full refund is less than satisfactory in my opinion for what has happened. 

  I would still like to see the result of their onsite investigation into the driver/s and what action has been taken towards them, this includes the third party driver to the detail shop that was not authorized to drive our vehicle. Confirmation of signage posted at Park'N Fly making clients aware of third party drivers and some sort of authorization to sign off on this.  
  
  Sincerely,
  
  ******** *******

  

  Business response

  17/03/2022

  Thank you for your replay. After review the correspondences between yourself and our Manager everything that we promised has been fulfilled and accepted by you. Your service fee was fully refunded as well as your parking charges as agreed to. Our investigation with our employees and actions we take as a result of the investigation is a privacy issue and remains between the Company and our employees. To address your point of signage, there is already signage in place in our lobby as well as printed on all receipts informing customers that cars can be taken off site for parking. All service providers (******** *** ***** ***** **** **** **** *** *******). We have operated with off site service added options for customers for over 25 years and customers appreciate the value added service and time saving opportunities that we offer. We are again sorry that you did not see it this way. If you would like a future stay to try out our service again that option is available by contacting Raj directly.

  Customer response

  19/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: There is no signage stating that a third party outside of Park’n fly would be driving a customers vehicle. The lack of signage is very apparent when being in the business.

  I find the business responses inadequate for what occurred when our truck was in their care. 
  What happened was highly unprofessional and dangerous and put our vehicle at extreme risk.

   

  
  Sincerely,
  
  ******** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩