Complaints

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The OnCall *************** put a boot on two of my vehicles and towed one. While I understand the rules and am not trying to contest the boots, the towing was unnecessary and unjust as that vehicle should have also been booted rather than towed. We have also been trying to get in touch with the company for over an hour and no one has answered the phone. We were informed by the complex that despite the website stating that the company is open 24hrs, they do not open until 9:30am. That is completely unacceptable as it is AFTER normal business hours. People have to get to work and plenty of other things they need to get done, so for those of us willing to simply pay the fine to have the boot removed this is a huge inconvenience, not to mention ridiculous and completely unprofessional; situations like this ultimately end up costing people much more than the $75 fine to remove the boot on the car and it is not right.

  Business response

  07/21/2023

  Our telephone line operates 24 hours per day. Im not sure where youre receiving information that we open at 9:30am. Regarding the van, it was impossible to immobilize due to the rims, which caused the car to be towed. Please follow the rules and your vehicles will not have any issues.

  Customer response

  07/21/2023

   
  Complaint: 20355322
  
  I am rejecting this response because:

  My main complaint was the fact that no one answered the phone lines for 2 hours. I didnt contest the boot because I understand how rules work, so your response is both rude and dismissive. It is completely unacceptable for no one to be available to remove the boot in a timely manner. All I requested was a change of practice that ensures that people are actually ******* the phone lines, as I assume they are supposed to be given the fact that everywhere I looked states that the business operates 24hrs. 
  
  *****************************

  Business response

  07/24/2023

  Thank you for the suggestion. We will look into this with our team regarding the response time.

  Customer response

  07/24/2023

   
  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. I hope that new practices will be put in place to avoid this situation in the future. Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As I stated in the emails, when I enrolled at 1am, the day of my 14hour move in I thought I paid to have the account activated and up for approvalbut apparently I didnt ..or it was just a hold...I was never notified again of payment once approved-via text or email. I was unaware of a 10day Grace ****** bc no one communicated it to me. As someone new to your product, and new to the complex and all of the chaos that comes with moving, other apps, registrations and feesa courtesy reminder text/email would have shown great customer service. I reached out to a rep and played email-tag. I was given a customer service number that doesnt get a human on the phone and told they have no extensionseven though the initial prompt asks if youd like to enter an extension number.Out of nowhere I received a text and email one night telling me they had not so great news and my Grace ****** had ended and unfortunately Ive incurred a 15% late fee I asked for the fee to be waived due to their lack of customer service and The rep told me its automatic and theres nothing anyone can do about itso Im to pay a 15% late fee unfortunatelyI have yet to register bc this whole situation has been a thorn in my side

  Business response

  05/03/2023

  Hi ***. Please see the correspondences that were sent by our system via SMS and email below:

  April 6th at 10:31am - A payment is required for your e-permit. Please login at ********************************************* to complete your payment and to avoid a 15% late fee.

  April 6th at 10:31am - Any e-permits that are not purchased within 10 days of your application approval date are subject to a 15% late fee. In addition to the late fee, any vehicles with an unpaid parking permit are subject to violations and removal from the property at the owners expense.

  You were provided sufficient information to avoid incurring a late fee in the program.

  Customer response

  05/04/2023

   
  Complaint: 19953184
  
  I am rejecting this response because:

  I was well aware of the parking permit fee in general, As per my previous attachment, showing I was NOT told of the 10 grace ****** and 15% late fee.

  A company with customer service would have sent an automatic reminder via email or text.

  I received neither. Im only disputing the late fee not the entire permit.

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

  Business response

  05/04/2023

  In our last response, we literally pasted the information that was sent to you via email and text message explaining the 10-day grace ******* Our system isn't required to send you a reminder prior to the late fee applying.

  Customer response

  05/05/2023

   
  Complaint: 19953184
  
  I am rejecting this response because:

  Thats my point, from all review platforms Ive searched-this company has received the lowest rating across the board. Your customer service is inadequate. Your company is subpar.

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 3/31/23 I got issued 2 violation notices. for not registering guests on the oncall parking system. The violations should never have been issued because my condo ONLY has rules about overnight guests. When I reached out to their customer service by chat (which is the only way to reach anyone from this company) they say that the Association is who puts the rules in place, and they are contracted to enforce said rules. When you read other complaints about this company, you see the same response. Its a reoccurring answer. The problem is that my association does not have any rules regarding guest parking hours, Oncall does. I have a welcome letter with Oncalls logo (not my associations) explaining how their system works, how to sign up and then has listed rules and explanations of how their operation is run. When I asked oncall who has authorization to remove violations from my account, their answer, which I quote was "once the violation has been given on the account it stays there." Meaning that there is no way to remove an unwarranted violation. These "violations" that were issued to me, mean that I have to register non-overnight guests into the oncall system as overnight guests...therefore forcing me to limit my visits and limiting these visits to certain times. I am only allowed 14 overnight visits in any one month per the association rules. Oncall is trying to blame the association for setting certain rules, but the truth is that they are the ones who have the control. If my own mother visits me during their patrol hours and she is not registered as an overnight guest, because she is only staying for an hour, they are saying that they have the "RIGHT" to tow or issue violation notices. I think the F***K not! I own my apartment, I know my laws as an owner, and this is ILLEGAL. Stop blaming the associations and take accountability. If association set unreasonable rules, Why would a legitimate business follow them? If I had any say you'd be out of business ASAP.

  Business response

  04/02/2023

  Hello, the patrolling hours are agreed upon between the Association and our organization. Whether a car is there for 12 hours or 1 hour, it doesnt preclude you from not having to register. The entire point of the program is to ensure that all vehicles actively parking during the patrolling hours belong to a member of the community. This is why the Association has us in place. If you want to avoid further violations, remember to register the cars via any device that can connect to the internet. You can even register them well in advance of their arrival.

  Customer response

  04/03/2023

   
  Complaint: 19882479
  
  I am rejecting this response because:

  The response does not address my concern or issue. I am complaining about your system and how it allows both your company and an association to violate peoples legal rights. 

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

  Business response

  04/19/2023

  Just because theres ownership of the unit, doesnt preclude that an Association member is exempt from the parking rules set forth by the Association. All violations issued by our patrol team are in synergy with the rules laid out by the Association. Please reference your user account for details on your parking policy.

  Customer response

  04/20/2023

   
  Complaint: 19882479
  
  I am rejecting this response because:

  Your responses keep repeating the same thing, you basically keep saying follow the rules. I know the rules, and your system doesnt allow for anything other than what ONCALL has set for parameters. Anything outside of your set parameters breaks the rules. Your websites are mediocre at best and the service? The service is atrocious. The only way to get a response from you is by writing to the BBB? Why havent you responded to the actual problem at hand?
  YOUR SYSTEM IS POORLY DESIGNED and you know it.  Why is it that I have to register a guest for an entire 24 hours when theyre only visiting for 3?! 
  
  Ive looked into your company, and any association youve worked with all have the same complaints. I truly hope people stop choosing you to serve the community when all you do is set limitations that restrict our rights. 

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

  Business response

  04/20/2023

  Our system allows the registration of hourly passes, but your Association chose to have a 24 hour pass minimum. I would highly suggest that you speak with your Association regarding the rules. These aren't OnCall's rule, as we customize our product and services for each client individually.

  Customer response

  04/20/2023

   
  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. The answers will have to be sufficient , there is no full resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is *****,I received a warning on my car that was in MY CARPORT. This is a reserved carport that I pay my property for, not them. They have a new guy or woman coming through our property at **************** who is way too crazy with the stickers. My biggest concern is that whoever this person is is messing with cars in their reserved car ports. This is not okay. That is my car port. Like I said I pay my property directly every month for this. They have no business telling me I am double parked in my carport, I have been parking there for a year and a half the same way and never had an issue. This violation needs to be deleted from my record. I Can also tell when this said person is coming through the lot at night because there are a ridiculous amount of warnings on vehicles for dumb reasons. NOW MY BIGGEST COMPLAINT is that I emailed them explaining this and was basically told to s**** off.

  Business response

  03/20/2023

  Thank you for your message. The rules of your community are set by the owners of the property, not our company. We are tasked with patrolling each and every vehicle at the property, regardless if you have a carport, or a regular parking space. If you have an issue with the double parked rule, you'll want to discuss that directly with your management company, as we are being commissioned to enforce their custom rules and regulations.

  Customer response

  03/20/2023

   
  Complaint: 19614473
  
  I am rejecting this response because: my main concern was the customer service.
  
  Sincerely,
  
  *********************

  Business response

  03/21/2023

  We will have our operations team reach out to you directly. We record all phone call and customer service interactions for quality and training purposes.

  Customer response

  03/21/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is quite possibly the WORST system for parking management out there. Because of the company shortcomings on their system you have to move cars off property even when you have days remaining to use. I would be hesitant as a business to hire this company as support is not helpful at all. ************ also puts stickers on cars for any minor infraction keep in mind that these stickers are near impossible to get off. I am all for following the rules but I dont need pseudo policeman handing out bright green stickers for issues that cause 0 liability to the property or dangers anyone on the property. Bottomline: ************ is putting people inebriated behind the wheel of a car even when there are days left to use for visitor registration ONLY because shortcomings in their system.

  Business response

  10/02/2022

  Our process for violating vehicles has always been the same regarding placing a warning sticker on the window. Hot water does the trick.

  Regarding the guest limits, this is programmed based on the rules and regulations. If you have any issue with the remaining days reported, please send an email to ***************************************** or call our 24 hour ************** customer call center. Our technical team will look into your situation.

*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. ↩