Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in accident on 0ct 12 at airport in *************.. shuttle bus failed to yield at stop ran into road and made us or him hit us . police officer wrote statement and showed driver was at fault..he provided a phone number and etc to contact him about the report..I was injured in the accident and will like to speak to someone.. claim number is ******.poilce told us he couldnt write ticket cause of privit property.for him failing to yeild. Il like to speak to Mrs ***** ***** **** thanks

  Business response

  10/24/2024

  Dear Mr. ***************** advised, the police report states that your vehicle was at fault for this incident.  While we are not pursuing you for damages to our vehicle, we kindly suggest that you file your own claim through your own insurance company.

   

  Thank you,

  ***** *********

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was hit by an attendant they falsified documents saying it was damaged prior. Management is extremely rude and claim they have no cameras.

  Business response

  08/07/2024

  I am working directly with Mr. **** to resolve this claim.

  Customer response

  08/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I need help this company I made the complaint about is very shady and trying to use loopholes even knowing they caused the damage. The company that owns the parking garage has cameras and all they would have to do is get the footage showing they damaged my vehicle. This is very unfair of this company and all I can think about is what if I didnt have insurance you would leave someone Car less, potentially losing their job just to not have yet another claim because of negligence within this organization, also Im concerned know longterm corrective action will be done without someone ensuring they change policies. 

  Business response

  08/26/2024

  BBB - Mr. ****** claim was denied for two reasons:

  1. He had left the property and reported it after leaving so there was no evidence that it happened there.

  2. The damage was marked on our pre-park inspection ticket - every car is inspected before it is parked.

  Thank you,

  *****************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am attaching the email chain. I was a guest at ***************** from 4/3 to 4/5/2024. We valeted our minivan. We did not remove the minivan while we were staying there. When we received it on checking out, it had damage to the driver's side of the van. I contacted the hotel directly and they gave me the valet service contact (*****************************; ********************************** ). He initially responded to me on 4/5/2024 at 3:17 PM and said he was going to do an investigation, but I have heard nothing since then. I was charged for parking $65/day for 2 days by the ************************. I have also reached out to *****************, Hilton guest services, with no resolution.

  Business response

  05/28/2024

  Dear *****,

  We apologize for any delay in responding to this incident.  We understand you reported some damage after leaving.  After investigation. it was determined that the damage contained rust and was not considered fresh damage, so, unfortunately, your claim has been denied.  If you have any additional questions or concerns, please do not hesitate to reach out.

  Thanks in advance,

  *****************************

  Senior Claims Manager

  LAZ Parking

  Customer response

  05/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I can assure you that this is not rust, but rather the paint of the other car that collided with our van while it was in the custody of the valet.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  06/03/2024

  Dear *****,

  The photo of the damage shows rust and dirt over the damage.  We do not believe that the damage occurred while your vehicle was parked with us and kindly suggest that you file your claim through your own insurance company  

  Sincerely,

  *****************************

  Senior Claims Manager

  Customer response

  06/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I think you are confusing the reflection of the pavement. I have attached two additional pictures taken at the same time. You can see the brightness of the other car's paint on the scratch/dent. I apologize for the quality of the photos, we were trying to take them right away but did not have a way to control lighting/reflection. The valet manager was supposed to review video to see when our van was hit in their custody. Do you know if that was done? I am a nurse who was attending a nursing research conference. I would never lie about new damage to my van.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am very upset with this company. I made sure to look up the hours of the parking garage we were parking and it was open 24 hours. I specifically made sure that it was open because I knew their refund policy. We get there, after traveling almost 2 hours just to find out it is closed and opens in about 4 hours. So we get there and park in a different garage. We paid $8 for 12 hours of parking in this garage we found. I paid $57 dollars for prepaid parking at the garage that was SUPPOSE TO BE OPEN. The garage we parking in was also LAZ location so clearly this website is just banking off of parking reservations. NOT OKAY.

  Business response

  03/28/2024

  Hello *******,

  Do you have any documentation (ticket) for the garage that you purchased parking from that you can upload here?  We will need to know which garage you purchased parking from.

  Thanks,

  *****************************

  Customer response

  03/28/2024

  [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:

  Please find parking pass attached along with name of garage.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I parked at LAZ parking at ************************************************** on Dec 29 2023 from 3:47 pm to approximately 5:20. According to the sign, 1/1/2- 2 hours should have cost $28; however we were charged $39. The parking attendant argued that the price structure was $24 for the 1 1/4 hours until 5pm, and then the clock restarts at 5pm with any amount of time thereafter adding on the full $15 evening charge. This is ridiculous, and not what the sign says (i can attach a photo). I would like a refund of the full amount, because the garage overcharged me contrary to their own posted rates.

  Business response

  01/02/2024

  Good morning **************,

  I have forwarded this message to the location manager and he will get back to you directly.

  Please accept my apology for any inconvenience from this transaction.

  Sincerely,

  *****************************

  Senior Claims Manager

  LAZ Parking

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $180 every month to the parking in my building, address: ****************************************************************************. *****. My car got scratched on 8/8/2023, the managers are rude to show me the video (camera footage from the under garage), and even I took screenshot showing clearly my car with the scratch from the video footage when picking up, they refused to admit it, and the claim department reject my claim as well. So I need to pay myself to fix the car damaged by the garage!!!This is not right, unless they show me the evidence it was not happening in the garage, otherwise it's unfair for me to just receive an email with few sentences to reject my claim!!!They said they used a 3rd party processing company, Loss Capture. Please help me for ask for evidence of their rejection of my claims!!!My claim number is ****** (Attached the photo screenshot from the car picking up from the garage, see the scratch from front left light corner, and damage looks from the front and side.)Thanks!

  Business response

  08/21/2023

  Dear **********,

  From our perspective looking at video, the damage was not on your vehicle when it left the garage.  We kindly suggest that you file this claim through your own insurance company.

  Sincerely,

  LAZ Claims

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been parking at the laz on **************************************************** for almost 3 years and i been having the worst experience.Today i noticed a huge scratch on my vehicle. This is the 3 rd time my vehicle was damaged at **************************************************** with no accountability.I work at *********** and i hear of many employees cars being damaged. When brought up about damages It is disregarded by management , and there is no accountability.This is horrible and poor customer service especially with car damage that requires funds to correct. This is the last straw and something needs to be done at the establishment. They have many new workers, last time a worker stated this happens

  Business response

  08/21/2023

  Dear ********************,

  With regards to your claim ******. t is understood that this claim was reported after you left the property and all claims must be reported before leaving for proper follow up.  Your claim, however, was investigated and there was no evidence that LAZ was responsible and this letter was emailed to you on June 5, 2023.  We kindly maintain that you file this claim through your own insurance company.

  Sincerely,

  LAZ Claims

  06/05/23
  
  *******************************
  ****************************************
  *****, ** 07083
  
  ***
  
  RE:
  
  Date of Loss: 05/31/23 09:30 AM
  
  Location: ******** Garage 1 - 420 East 20th Street - 590340
  
  Claim #: ******
  
  Dear *******************************:
  
  This office has recently received a report of damage(s) to your 2015 ***** Accord.  According to the information forwarded to our attention, you claim the loss occurred while parked at our ******** Garage 1 - 420 East 20th Street location.
  
  As a valet service provider, we are obligated to take reasonable measures to safeguard your vehicle from foreseeable incidents that *** result in damage to,
  or loss of, your vehicle. Our investigation into this matter yielded no evidence that LAZ Parking was negligent in this matter.
  
  In view of these circumstances, we must respectfully deny your claim for damages. We regret that our decision could not be more favorable to you and suggest you consult with your own insurance carrier for potential coverage.
  
  Should you have any additional information you wish us to consider, please provide a written statement of your position and documentation in support of your claim to ****************************.
  
  If you have any questions regarding your claim, please call ************-or to visit our website www.losscapture.com to review the details of your claim.
  
  
  Sincerely,
  
  LAZ Parking 

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved and paid for parking via the LAZ parking app. I had no issues entering the parking lot, upon leaving the machine would not take my ticket. I pushed the need help button several times and no one responded. I had to pay again to leave the lot. The next day I emailed for a resolution to the duplicate payment, I have emailed two more times with zero response. This company apparently has no employees, no one to help on site or via email. What a joke.

  Customer response

  05/23/2023

  I have not heard from the business in response to my complaint through the BBB portal or through email with customer service or through chat using their app available through the Apple Store.  I honestly think no one works for this company.

  Business response

  05/30/2023

  Dear ****************,

  I am sorry that you have been unable to reach anyone at LAZ. Can you please advise which garage you parked at and I can reach out to the appropriate person for you?  Can you please upload your LAZ parking ticket that you refer to in your complaint?

  Thanks in advance,

  *****************************

  Customer response

  05/30/2023

  The business wants to which garage I proved at:  the ****, ****** **

  the business wants a receipt.  I provided my credit card statement.

  i Have an account on their app under ********************

   

  i do not consider this case closed until a refund is submitted to my credit card.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4/1/23, ********** Street, "*************-** *****" garage, ******, ** 02116.Pre-paid for parking at a LazParking site. Arrived to learn the lot was full and unable to part my car. I have tried to contact the management. There is NO phone or email that is monitored by staff/. There is no explanation on their website for when this occurs.I was late for a play as it took much longer to find a parking spot that was 1/2 mile away. I am seeking a refund for the charge, $15.40Confirmation # *********.***********************

  Customer response

  04/14/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  03/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I parked my vehicle overnight on Sunday and used a spot hero reservation. I had renewed my parking reservation on Thursday and was provided a new ticket for the vehicle. I presented this very ticket Saturday morning to the staff at **************** garage. The attendant was exceptionally rude and nasty and informed me that this ticket does not work. Subsequently attendant refused to provide me with my vehicle, refused to provide me with his name, and refused to provide me with his supervisors name. The parking garage without cause or investigation to identify my vehicle withheld my vehicle. The unprofessional behavior demonstrated this morning at this facility is reprehensible. As a company that has garages all over the city that operates on volume they should have quality standards for their employees. Presently there is no quality. whatsoever

  Business response

  03/27/2023

  From our location manager - this has been resolved
  
  I spoke to this customer about two weeks ago.
  
  Customer was claiming an online rate when retrieving the vehicle, but a reservation was never booked.
  
  Customer was explained on how the online rate works. As a courtesy for the inconvenience caused, a complementary parking was offered for a next visit to the location.
  
  

*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. ↩