Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 31st, 2024 AAA Valet and Parking Services - the parking operator at the *********** in **************, severely damaged the passenger side of our 2024 *** X5 SUV. They subsequently refused responsibility for the incident, and declined to cover the damage. On Jan 3rd at 1pm during a live phone call ******* ******* ************ manager) verbally confirmed, upon reviewing the security tapes, that I had dropped off the car in good condition and the car was returned to me damaged. All attempts to hold AAA accountable were met with denials of responsibility by ******* ******* in visibility of *** Vice President, Hotel ******************** Events *** *******.I am merely seeking reimbursement for the damages they incurred to my vehicle, and to be made whole.

  

  Business response

  01/13/2025

  AAA Parking local management retrieved a vehicle for the guest. As the vehicle was being delivered, the owner's wife pointed out damage to the vehicle to the parking staff, not realizing the individual that delivered the vehicle was the manager on duty.  When the manager understood the issue, she attempted to engage in conversation with the owners. **** & ****** whom were both present.  The vehicle owners would not engage in any conversation with the AAA Parking management on site.  Owners determined to communicate only with hotel management and went inside to discuss with the front desk manager who came outside to hopefully assist in getting the claim reported and property documented.  The hotel desk manager explained to the vehicle owners, AAA Parking is an independent contractor who is required to handle and resolve anything issues that arise as a result of the parking services.  After much discussion and no cooperation from the vehicle owners, our manager on duty documented a damage claim on behalf of the vehicle owners.  

  Immediately, AAA Parking management moved forward to investigate the facts; the vehicle did not remain in valet custody 100% of the stay at the hotel.  In evaluating the damage, it appears to be a very small dent with no scrapes to indicate a recent impact.  It was determined that the owners took possession of the vehicle at least four times.  The areas in which the vehicle was driven and parked by valet have no obstacles, or structures to create such damage.  Finally, camera footage was viewed with security in which valet management was present.  Due to the level of damage, it was determined that the damage did not occur on site, as there were no other reports of vehicle damage from other guests to suggest two vehicles impacted, as well. It was our conclusion that the damage observed on the vehicle was not related to valet handling.    The guest did eventually communicate by email with AAA Parking claims department and all information was shared with the owners, to include our decision to deny their claim.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Valet parking offered by AAA Parking while staying at the ************************************ for a wedding on 9/26/24. I was driving a black ****** 4Runner when we checked into the hotel at approx. 3:30 PM to 3:45 PM. The valet driver took my keys and parked the vehicle. He did not walk around the vehicle to check for any damages to the vehicle. We checked out of the hotel on 9/28/24. We never took the vehicle out of valet parking until we left the hotel. We heard a thumping sound when we got on the interstate to return to *******, **. We pulled off the interstate to check what was making the noise. Apparently, while the vehicle was in the care, custody and control of AAA parking either the valet backed into something or another valet hit the 4Runner from behind on the passenger side rear bumper corner. The damage was not notice by me when we checked out because the bumper was still attached. Once we picked up speed on the interstate the bumper where it wraps around to the side of the car began flapping as the clips were broken to attach the bumper and the sheet metal screws in the wheel well were compromised. The 4Runner was not damaged when we turned the keys over to AAA Parking. We contacted AAA Parking immediately while we were pulled off the interstate and received a claim number. AAA Parking sent a letter on 10/4/24 stating their valet documented pre-existing damage during the inspection upon arrival to the hotel. First, we never saw AAA Parking inspect the vehicle before driving the 4Runner away upon our arrival. Secondly, the vehicle was not damaged before our arrival at the hotel. Thirdly, we never hit anything getting to the interstate right next to the hotel. The repair costs was $1,911.72 and we are requesting reimbursement from AAA Parking in that amount.

  

  Business response

  11/06/2024

  AAA Parking acknowledges review of the claim that was called in by the guest, ***** *********.  The claim was thoroughly reviewed by our claims department with the assistance of our manager on duty.  Based on the surrounding circumstances, typically a report of damage made after departure is not accepted by AAA Parking.  All reports of damage should be made prior to departure. Regardless, we did our diligence to verify the arrival condition, documented our findings as required. because we see vehicles all the time with pre-existing damage.

  In this instance, the vehicle history indicates that there was a brief inspection of the vehicle at arrival, which did note there was damage observed to the right rear bumper.  At departure, the manager on duty delivered the vehicle to the guest without further incidents. The departure time was around 11am.  The guest departed and called back within 30 - 45 minutes later claiming bumper damage. Upon completion of our review and investigation, we deemed the claim a denial, as AAA Parking did not cause this damage. A formal denial notification was sent to the guest via email through our claim portal. The guest did follow up by email stating they would file a claim with the BBB.

  We regret the damage was not known to the guest; however, AAA Parking would have stepped up to cover the damage had we caused it. 

   

  Customer response

  11/06/2024

   
  Complaint: 22474798
  
  I am rejecting this response because:  The vehicle did not have damage upon my arrival at the hotel.  The valet did not walk around the car on my arrival.  The damaged was not notice when they delivered the car because he opened the rear door as I put the luggage in the car.  The clips were broken on the bumper cover but the wheel well screws were still holding on to the bumper cover.  Once on the interstate the screws further loosened because of wind pressure that dislodged the bumper cover (began flapping in the wind).  The hotel was right off the interstate and we had no issues with the car while driving to hotel.

  The car was in the care, custody and control of the ***** service the entire time we were in ***************  Someone with the ***** Service either backed into something or hit it while parking another car.  Once the vehicle was damaged by a valet it is very easy for the valet to say or document that it was previously damaged.  I completely disagree with the findings of AAA Parking Management.  
  
  Sincerely,
  
  ***** *********

  

  Business response

  11/14/2024

  AAA Parking is requesting that BBB please confirm receipt of the attached Response sent 11-06-2024.  If that response was not received, there was obviously a technical glitch that we were unaware of.

  In the event this response does not show up, please note the following:

  AAA Parking acknowledges review of the claim that was called in by the guest, ***** *********. The claim was thoroughly reviewed by our claims department with the assistance of our manager on duty.  Based on the surrounding circumstances, typically a report of damage made after departure is not accepted by AAA Parking. All reports of damage should be made prior to departure.  Regardless, we did our diligence to verify the arrival condition, documented our findings as required, because we see vehicles all the time with pre-existing damage.

  In this instance, the vehicle history indicates that there was a brief inspection of the vehicle at arrival, which did note there was damage observed to the right rear bumper. At departure, the manager on duty delivered the vehicle to the guest without further incidents. The departure time was around 11am.  The guest departed and called back within ***** minutes later claiming bumper damage.  Upon completion of our review and investigation, we deemed the claim a denial, as AAA Parking did not cause this damage.  A formal denial notification was sent to the guest via email through our claim portal.  The guest did follow up by email stating they would file a claim with the BBB.

  We regret the damage was not known to the guest; however, AAA Parking would have stepped up to cover the damage had we caused it. 

   

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stopped at The Works location on Sunday, 08/25/2024, simply to use the restroom. I had my son who has Ulcerative Colitis with me and he needed to use the restroom. I was unaware that the parking required payment on a Sunday. My sons condition is chronic and a form of Irritable Bowel Disease. We were there less than 15 mins. I pulled directly into a spot near the entrance to allow my son to make it to the restroom to avoid soiling his pants. I come out 15 mins later and I have a $30 ticket. This company is preying on folks threatening to boot my vehicle if I park at another AAA location. Charging $30 for 15 mins of parking. Predatory to say the least. Ticket number ******.

  

  Business response

  09/05/2024

  AAA Parking appreciates the information provided in this complaint and will do our diligence to issue a credit for the billing.  Please allow our manager at the location contact you personally to rectify this experience.  Anticipate a response within the next two - three business days. 

  It is regretful of the circumstances and hope that this matter can be resolved appropriately.

  Customer response

  09/05/2024

   
  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

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE DO NOT PARK HERE ?????? THE ***** AND PARKING LOT ARE WORKING TOGETHER AND BREAKING INTO PEOPLES CARS. IF YOU EAT HERE AND USE THE PARKING LOT AT ***************** YOUR CAR WILL BE VANDALIZED. YOU HAVE BEEN WARNED THEY ARE WORKING HAND AND HAND TO STEAL CARS. MY CAR WAS VANDALIZED AND I WOULD LIKE TO BE COMPENSATED FOR MY REPAIRS

  

  Business response

  07/15/2024

  ****************,

  We would like to apologize for the inconvenience you experienced when your vehicle was vandalized and we deeply regret this incident occurred.  However, based on the fact this was the results of a third-party criminal act, our insurance does not cover claims of this nature.  It is unfortunate that you had to experience such an ordeal and we realize this has been a major inconvenience for you, but at this point, we strongly recommend that you file a police report for this incident and report this to your insurance carrier for further handling.

  Sincerely,

  AAA Parking Claims Department
  

   

   

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at the ********************** June 29, 2024 till June 30, 2024. Checked in my truck to valet at around 11pm morning June 29th. Called valet to bring my vehicle I'm checking out. I do and walk around and noticed someone scrapped up my front passenger bumper and headlight. I know it's from the garage at the hotel because it's white paint transfer on my black truck. Did a claim through them. Couple days later I get a email saying claim denied they didn't find their self at fault. Ask to see the video of me dropping my truck off and was told they can't do that it's to long. Ask to see a picture of me dropping the truck off they wouldn't do that either. The good old run around with some attitude.

  

  Business response

  07/11/2024

  Upon the guest filing a damage claim, our parking management pulled images of the movement of the vehicle.  These were our findings.  The vehicle arrived clean, went off property clean, however, upon return, cameras captured damage visible on the right front corner of the vehicle. This appears to be front bumper and possible head lamp damage.  Once this review was completed, we informed the guest of our findings.  He was advised that we are unable to provide him camera footage, as we do not own cameras.  Cameras are the property of the hotel.  He can make a personal request directly to the security department.to view the footage.  AAA Parking has no control or authority on their response back of his request.   Based on the footage, AAA Parking denied this claim.  We provided our official response in the form of an email denial notification on 7-3-2024 at 4:03 pm.

  Customer response

  07/11/2024

   
  Complaint: 21969226
  
  I am rejecting this response because, I contacted the Hotel and Hotel seabout the cameras. Per the Hotel AAA Parking would have to contact them for additional camera footage. AAA Parking did not attempt to do that. Other option is to get a lawyer and court order to receive video footage. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/18/2024

  In response to the claimant's rejection - the guest was informed that AAA Parking does not have access to the camera footage, as that is the hotel's property and we do not have the authority or access to the camera footage.  ******** was advised to proceed through the proper channels to request the camera footage.  ******** was provided a copy of the image showing the damage on his truck upon arrival back to the property.  However, based on the fact the claimant left the property, we have no way of determining what may have occurred while the vehicle was not in our care and custody.  Our decision was based on the evidence of our investigation into the matter.

  Customer response

  07/18/2024

   
  Complaint: 21969226
  
  I am rejecting this response because:
  

  Per the Hotel sercrity that I talked to at **********************. "AAA Parking would have to request the Hotel footage from them". If I would like the Hotel footage I would have to *** the Hotel for the footage. AAA Parking claim to not be able to provide footage but sent me a picture of my truck at 1:09 am but I dropped my truck off to them at 12:00pm. How can you produce one footage and not the other of me dropping it off.
  Sincerely,
  
  ***************************

  

  Business response

  07/30/2024

  Please be advised, in response to the claimant's rejection - the guest was informed that
  AAA Parking does not have access to the camera footage, as that is the
  hotel's property and we do not have the authority or access to the
  camera footage.  ******** was advised to proceed through the proper
  channels to request the camera footage.  ******** was provided a copy of
  the image showing the damage on his truck upon arrival back to the
  property.  However, based on the fact the claimant left the property, we
  have no way of determining what may have occurred while the vehicle was
  not in our care and custody.  Our decision was based on the evidence of
  our investigation into the matter.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/10/24 I parked at *********** and accidentally typed in the license plate number for my other vehicle. I received a citation and used their appeal website www.tocite.net/aaaparkingzoo/portal before the 5-day limit explaining what had happened and a photo showing that I did have a car with the license plate number I typed. I didn't receive any confirmation email and never received a response. I'm unsure what to do now since there's no other information on the citation except a pay-by-phone number.

  

  Business response

  06/07/2024

  Thank you for alerting us of the concerns of our customer, *****************************.  Once made aware of the issue, we notified the customer and reversed the charges that were disputed.  This matter should be officially resolved.  Should there be any further concerns, please alert AAA Parking again.

   

   

  Customer response

  06/10/2024

   
  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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incident occurred: 4/13/24 Damage noticed and immediately reported: 4/15/24 This is a complaint regarding the denial of responsibility on behalf of AAA Parking. My vehicle was damaged by a parking attendant and I was not notified by the attendant. I did not notice the damage (it was nearly 10 at night when I left) until the following Monday when I went to wash my vehicle, and I immediately reported it when I discovered it. I drove straight from the restaurant to my home with no accidents and without stopping anywhere. I then parked my vehicle (2003 Jeep *********************** nose first in my carport and it did not move again until the afternoon of Monday (4/1524) when the damage was seen and reported to the organization. They then called me the following day (4/16/24) to get my info and tell me they were starting a claim. They sent an email today abdolving themselves of responsibility, but I know the damage was not there 1 hour before leaving for my reservations without stopping anywhere else on the way to and from the *** facility in the *************. I also know there was no possibility the damage occurred while parked at my home. I hand dry my vehicle EVERY time I take it through the wash, so I know well what every corner of my vehicle looks like. I will not pay for damage caused by AAA Parking and I will not accept their abdication of responsibility for the damage. Please help me come to a resolution so that I can get my jeep restored to the condition it was in prior to using their service.

  

  Business response

  04/25/2024

  AAA Parking ***************** has thoroughly evaluated the incident report submitted the owner of this vehicle.  There was no report submitted with our parking management prior to the departure.  It was approximately two days after department that we were notified of a problem.  The owner called to report damage to the front bumper of his Jeep.  When a claim comes in, we take the time to do further research to determine if there was any possibility of the damage occurring.  Upon completion of our efforts, we found absolutely no structures or obstacles within the parking facility that had the potential of creating such damage.

  We regret there is damage to this vehicle; however, we could not find the evidence to support accepting this claim. Finally, our policy strictly states that all reports of damage should be made prior to departure.  In this instance, it was reported two days after departure.  AAA Parking has no means of determining what the vehicle was exposed to after departure.
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 02/07/2024 around 9:40pm, we passed our rental car 2024 *** X7 to valet services at Hotel Indigo ********** Downtown which is run by AAA parking. The car has no damages. By the time, it retuned to our hand on 02/18/2024, the front passenger side of car has severe scratches. We immediately noticed and filed an incident report. And the reference No is ***** and our parking ticket is *****. The staff on site noticed the damage and signed the incident report. The onsite staff ensured they will take responsibilities. 3 days after their through investigation, they declined any responsibilities.

  

  Business response

  03/06/2024

  AAA Parking acknowledges a damage claim that was documented upon the request of the guest, ***************** claimed damage on 02/18/2024 of a rental vehicle he had parked with us.  The vehicle did not remain in valet care his entire stay.   The guest took the vehicle off property and returned on the evening of 02/17/2024 at approximately 9:40PM..  As the guest was preparing to leave on 02/18/2024 at 6AM, he pointed out damages to the staff and the incident report was submitted.  Upon the report being received and reviewed by our claims department, we found no evidence of the damage occurring in our custody.  When the denial decision was reached, ************** disputed the decision.  He later provided the inspection ticket given to him by the rental company.  The ticket documented multiple places of old damage, and then listed new damage. The new damage did not include the area in which ************** reported.  In our conclusion, if there was any type damage on the vehicle, it had to occur after his departure. All areas in which the vehicle was parked and driven were inspected, nothing was found.   Based on this second review, our decision to deny will be maintained.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I parked at the works on Tuesday 1/2, a weekday when the parking lot was not busy. The signage indicated that first 2 hours of parking were free and did not explicitly state that a Parkmobile session had to be started for free parking. I do not think it's fair or appropriate to be charged a $30 fine for a free parking session. I dispute this citation on AAA's citation portal immediately after receiving it on the same day and did not hear back for a week. I then emailed AAA asking for an update on the dispute and have not heard back in 2 days. I feel like AAA is trying to get money out of customers even though they have not done anything warranting a fine, and I am deeply disappointed in their lack of customer service.

  

  Business response

  01/12/2024

  AAA Parking apologize for any inconvenience our customer has experienced.  Your request for reimbursement/adjustment for the parking fee is being sent to manager on site.  We will forward an email directly to the customer to resolve this matter as soon as possible.

  We appreciate the customers' feedback and will do our diligence to issue the appropriate reimbursement.

• Initial Complaint

  01/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 28, 2023, I parked in the ************************ main garage in *******. I used the park mobile website at 1:43pm to enter my license information initially for 2 hours parking (free until 3:43pm). I then extended my time for another 2 hours later on ($10.45 until 5:43pm). I returned to my car with time left to spare, but had a parking ticket attached to my windshield. I spoke with one of the parking attendants in the garage, who attested to the fact that I still had time remaining and should not have received a ticket. I was instructed to contact AAA parking via the information provided on the ticket. Later, I realized that I had mistyped part of my license plate number when using the ********************** mobile website (I mistyped one number). Intending to explain this within my citation appeal, I called the phone numbers listed on the ticket, but was unable to be connected to anyone or even an operator. I then attempted to visit the website listed on the ticket, only to find that the domain doesnt work/exist. I then found the correct website for AAA Parking and filed a claim there, but I have yet to be contacted by anyone from the company. In the meantime, my fine continues to increase, as stated on the ticket. I am unsure how to resolve this issue as none of the contact information on the ticket is correct and the company wont contact me. I have attached a photo of the ticket, a screenshot of the time I had remaining for parking on the day of the incident, and screenshots of emails I received from park mobile documenting that I paid for parking.

  

  Business response

  01/09/2024

  AAA Parking appreciates the customer alerting us to the surrounding circumstances and inconvenience experienced while parking at The Works.  Since the report of the problem, our manager on the site will contact the customer and dismiss the citation after learning of this situation.  Again, we extend our sincere apologies for the problems with the parking portal at this location.  

  Should the customer have any further questions or concerns, please ensure that they can contact AAA Parking ***************** Monday through Friday for further assistance at ************ or ************. 

  Customer response

  01/09/2024

   
  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,
  
  *************************

*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. ↩