Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Colonial Parking refuses to refund me or respond to requests for a refund. On several occasions, my access to the garage, which is through a parking pass, has been shut off without explanation. The account has always been paid, but the company refused me access to leave or come into the garage on several occasions. Recently, I was told that I would have to pay a lost ticket fee to get out of the garage even though I have already paid hundreds of dollars for the monthly parking permit. I asked for a refund of both the $17 for the lost ticket fee I was wrongfully asked to pay in addition to a refund for the month of parking I have not been able to use because the company wrongfully denied me access to the parking I paid for. I have been directed to contact the manager who has not returned my phone calls or emails. There is no logical reason that I was refused access AND the sudden change in policy that they have put into place, forcing monthly parkers to pay a fee that will allegedly be "refunded" is predatory and unethical. I demand a refund for the amount I am owed.

  Customer response

  08/22/2022

  From: ******** * <*******************>
  Date: Tue, Aug 16, 2022 at 7:18 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <info@mybbb.org>
  Cc: **************@mybbb.org <*******@mybbb.org>
  
  Hello,
  
  The company has finally agreed to issue me a refund, so my complaint is resolved. 
  

  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, 7/22, we stayed at the hotel across from lot #***. The posted signs gave the hours of 8:30am-3:30am on Saturday. We chose overnight parking and were told we had to leave the key. Around 9:30am on Saturday 7/23, we go to get our car as we have plans. The garage is closed and there is no attendant. We call, and we’re told the hours changed because of COVID… but the sign was never updated. We had already checked out of the hotel. We were told the attendant would likely be there within an hour or so. When he arrived, he couldn’t find my key. I waited while he called someone (assuming the attendant from Friday) to try and locate my key. He was scrounging through drawers, looking under papers, looking everywhere in the office, and couldn’t find it. He finally found it after TEN MINUTES of searching. I sent an email to Colonial Parking on 7/23 detailing this issue and asking for a refund. On 7/26, I received a response stating they would refund me and asked for the information on the card that was used. I provided it immediately. To date, I have not received a refund, and have followed up on the email chain (which included multiple people) 4 times, and received NO response. Today, only after threatening to dispute the transaction and file this complaint, I was told "they're finding a solution" despite having been told a refund would be issued. They then backtracked and said they were thinking of someone else. This is absolutely unprofessional and unacceptable on all fronts of this scenario.

  

  Business response

  08/31/2022

  An apology was sent, full refund and a $50 gift card. We consider this case resolved. 

   

  Thanks.

   

   

• Initial Complaint

  06/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 11, 2022, we parked at ************ (Colonial Parking) on ********************************************** in Arlington, Virginia. We arrived at approximately 11:40 am and tried to leave before 3:30 pm but the pay-and-go machines weren't working. After trying the pay-and-go machine repeatedly, we walked to our car and then were stuck behind a long line of vehicles exiting the parking garage. All of the vehicles were paying at the exit because the pay-and-go machines weren't working, which made the exit process much longer than it should have been. By the time we got to the pay booth (which was unmanned), our bill was $19, even though we were parked less than 4 hours. The machine did not return the parking ticket or a receipt.According to Colonial Parking's website (https://***************/directions-parking/daily-parking/), the rates are:0-1 hr FREE 2 hr $3.00 3 hr $4.00 5+ hr $19.00 Lost Ticket $19.00 Even with the delays caused by the malfunctioning machines, we were not in the parking garage 5+ hours. We are asking for a refund for the difference between the 4 hours that we should have been charged and the full day charge.We sent a letter to Colonial Parking on June 12, 2022, but have not received any response.

  

  Business response

  07/20/2022

  Hello,

  We are not showing a record of a system error, however, in an effort to satisfy our customer a refund will be submitted back to the customer.

  Thanks.

  Colonial Parking, Inc.

  

  Business response

  07/28/2022

  We sincerely apologize for the miscommunication on our behalf and thank you for bringing this to our attention, the website has been update as of 7/21/22.

  We apologize for the inconvenience you have experienced.  A refund of your parking has been issued and you shoule receive soon. 

  Thanks,

  Colonial Parking, Inc.

  Customer response

  09/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to signed up for monthly parking with colonial parking at location *** ***************************, Arlington VA and the price it showed was for 105. When my credit card was charged it showed a credit of 120. i have attached two documents the first shows how much its supposed to charge for ********, *** and *** employees and the second one is the receipt for the charge.

  

  Business response

  05/23/2022

  There is a promotional rate in this lot for a select group of government employees.  The applications are processed at the regular market rate until we can verify the validity of the government employee status.  This verification took place on 5/3/22 and the account was adjusted to reflect the reduced rate.  All invoices were adjusted to the $105.00 rate and all refunds for overpayments have been posted back to the customer.

  Thanks.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday, March 10th @2:15 pm Paid $12 for 3 hours of parking to a parking attendant who inquired prior to payment how long I needed to park. The only instructions I was given was to display the orange ticket on my dashboard. In addition, the signage in the both indicates you can pay via ***** Pay or ****** pay which we were informed is not the case. The sign indicates the garage is open until 7 pm but returned 3 hours later to find the garage closed with no instructions on how to access my vehicle. I was in a panic for close to 10 minutes until I noticed a car exiting the garage and made a mad dash for the entrance. This is experience was unsettling, inconvenient, deceptive, and unacceptable.

  

  Business response

  04/22/2022

  We are in the process of updating the signage at this location to reflect the operations hours.
  

  We have also reached out to the customer to issue a full refund to her credit card.

  Thanks.

*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. ↩