Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company services the parking garage for ******************** in *******. On June 10, 2024, the parking machine stated "Unable to connect to the server." We were unable to remit payment as a result. There were several other patrons that encountered the same thing that day. This is actually the third time we have encountered this exact problem with this same garage. Each time we received a parking citation in the mail, and on one occasion, they threatened with a collection agency. The parking fee was $2.50. The penalty is $30.There have been other mentions of this garage on posts on Nextdoor.com, so it appears to be a pattern, and I believe the company benefits unduly with the penalties that are incurred because there is no way to pay for the parking fee.Thank you.

  Business response

  06/14/2024

  We do not control the machines on the lot. The company that does notifies us of payments via the options of payment on the lot. If patron had contacted us about the on lot issue, we would have removed the non-payment fine, and collected the parking payment. Our telephone number is on the letters. Now that we know there was a payment issue regarding the attached notice, we'll contact the patron that the notice has been reduced to $2.50.
  
  We see on 6/12, patron attempted to contact us after business hours at 5:56p. The after hours message states when our business hours are (8a-4:45p in the patron's timezone).
  
  As for a collections letter, that would have only occurred after the patron received two letters prior notifying them of the lack of payment on the lot. I see that the patron has only been sent initial notices for the provided plate, suggesting they has a second vehicle. We have no record of a collection attempt on the patron's plate.

  Customer response

  06/17/2024

  Complaint: 21842112
  
  I am rejecting this response because:
  
  1.  This business does not state on the citation that contacting them by phone will help resolve the issue.  It is only noted that a mailed (not online or emailed) reply is required.

  2.  Although in response to this complaint, they reduced the fee to $2.50, online payment of the the fee incurs an additional $3.95 "service fee".

  3.  Deferring responsibility to their partner that runs the machines is not an acceptable excuse since they operate as a single entity as far as the end-user is concerned.  This has been an ongoing issue that has been reflected in personal experience as well as online forums.  Allowing this to continue without resolution on their part reflects either a lack of concern for their own business repute, or a desired outcome resulting in disproportionate fines.
  

  4.  There is no excuse for their inability to detect when the machines are not working but still issuing citations. Ignorance is not an acceptable response. 
  Either this company needs to find a new machine vendor or they need to rectify the communication discrepancy so that folks like myself aren't wasting time struggling with a dysfunctional machine and then dealing with a $2.50 parking fee and $30 fine out of principle.

  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. ↩