Complaints

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked airport parking at a **** ******* ***** near ***** Airport from March 24-March 31. I paid $93.72 for parking that was never provided. Upon completing the online purchase for the parking, I was told we would get a confirmation email. I waiting for the confirmation email which never arrived, so I took a screenshot of the confirmation screen that contained a confirmation number (*********) and QR confirmation code. I tried to upload the screenshot to this email, but the "upload" button didn't work. When departing for the airport, I still has not received a confirmation number so I called the customer service number that rang and then I got a voicemail that said calls were heavy and to either stay on the line or log onto the website for online chat. I checked the website from my phone and there was no online chat feature, so I called back and waiting. The phone rang for several minutes and nothing picked up after the initial message to stay on the line. We navigated to the **** ******* and presented them with the QR code and confirmation number. The employee there said they had never heard of this parking company and did not let anyone park there who were not guests of the hotel. They told me there were 3 other **** ******* Hotels near the airport and that perhaps it was one of those. We went to every **** ******* near ***** and none of them said they did business with Parking Access. After fearing we would be late for our flight, we decided to park at the ***** economy parking lot and paid $120 for that. I emailed Parking Access and requested a refund. They are refusing to give a refund saying that the QR code I presented to each **** ******* would not have worked. That they are a 3rd party and had I presented the confirmation email (which I never recieved) to the hotel, they would have recognized it. I don't know what kind of company this is, but it appears they are fraudulent. I would like a full refund and hope no one else experiences this.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FAILURE to provide SERVICE I booked and prepaid $105.75 for 9 days parking near a major airport at a mainstream hotel that included shuttle service to and from the airport. I confirmed via email and phone days prior to arrival and was assured that shuttle service started at 4:30am (also stated in email) and my vehicle would be safe. I arrived at 5am to a dark hotel lobby. apparently shuttle started at 6am and my flight left at 6:55am. There were no ****, **** or Taxi's available until 7am therefor forcing me to drive to the airport and long term park. Lots B & C were FULL forcing me to park in Lot A. When I returned I was charged $342. on top of my $105.75 at the hotel. The initial payment was finally refunded after ridiculously poor back and forth with customer service, but not the $342. which I was forced to incur due to FAILURE to provide service. In attempting to resolve this issue I have been hung up on, placed on terminal hold and even laughed at by the two customer service reps on staff. It is no surprise the BBB has given them a D- rating for a non-accredited business due to complaints. Date of experience: June 19, 2023

  Business response

  09/06/2023

  We apologize for this and have taken this up with the hotel.  However, you have been refunded back on June 30th 2023.  

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Due to the FAILURE to provide the prepaid services agreed to, I was FORCED to drive my vehicle to the airport and leave in long term parking Lot-A. This FAILURE  cost me an additional $342. in parking fees that I want REFUNDED, regardless of the original $105.75 being refunded or not. I should not have to pay that additional parking due to their FAILURES. Besides the continued ill treatment of their Customer Service, I should not be expected to pay a dime.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 2, 2023, I purchased Airport off site parking for four days for my 2013 ******* ****** from a Company called Parking Access. I found the company online, their website starts with…Find the Best and Cheapest Airport Parking, the site goes on to promote the service that you will receive from Parking Access and promoting how they have been seen on ***, ***, ***, & *** *****, They state that they have been in Business & Trusted Since 2003. The one thing that sold me on purchasing my four day parking permit with them is that they state that you Park stress-free knowing that your vehicle is safe & secure. This was not the case for me. I dropped my vehicle off on Friday April 14, 2023 at one of Parking Accesses parking lots at the ***** * *n ********** **, they shuttled me to the airport. I returned on Monday April 17, 2023 to find my car missing. Police were called and a report was filed. I reached out to Parking Access, and they stated that they are not responsible. I argued the fact that they advertise on their website that their parking service is safe and reliable, but they don’t mention on the website that they are not responsible if anything happens to your vehicle. They have that disclaimer hidden. I feel that Parking Access is responsible for the aftermath of this ordeal I’m going through. Which includes, but costs are not final as of 5/1/2023. So far my out of pocket expense is, Rental car fees, still paying weekly, $500 deductible for car repairs, (police found my car). Transportation cost back and forth from Rochester to Waterloo and back and forth to Canandaigua. Plus cost for items stolen out of my car. After my last email to Parking Access on April 18th, they have not responded to me. They credited me my $18.00 back for the parking which I did not agree upon to settle this. If you would like more information, photo’s and emails, please ask, and I will forward them to you. Thank you for your assistance in this matter. ***** ***********

*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. ↩