ComplaintsforPro Park

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I parked at ****** ******* parking from 11/22/23 - 11/27/23. I have been charged 3 times for this 1 stay. ****** accepted my reservation through a 3rd party made on 11/13/23. I contacted ****** about the reservation to see if changes could be made, and ****** created a second charge on 11/15/23. After retrieving my vehicle on 11/27/23, the parking gate would not read/scan my reservation code, so I used the call button for assistance, as I was unable to leave the premises without resolving. The attendant at ****** Parking asked my name and the dates of my stay. Instead of looking up my reservation, she told me I'd have to pay at that time to open the gate. I assumed I could review my charges and contact ****** about being charged a second time. I have contacted ****** and shown them charges on my credit card. To date, they reply that it looks like these are all 3rd party charges. The uploads show ****** on 2 charges and the original 3rd party (way.com) reservation which they also accepted. I would like the ****** parking charges refunded since my one and only stay was covered in my original payment.

  Customer response

  12/05/2023

  Upon being told that I would report this to the BBB, ****** has communicated that the 11/27/23 charge was refunded, but I have not seen it on my credit card.

  They report it may take 5-7 business days.

  The 11/15/23 charge is being searched for by a supervisor.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for parking at canopy for travel on November 4th. I entered the parking lot at 630am and followed the sign as to where to park. When I turned left and proceeded to park my car hit a gaping hole and bent my control arm. This has caused me to have to repair and has cost me $400.00. There is a ton of review on ****** regarding the huge pot hots that can damage your car. I wish I would have seen them before parking there. This company has to take some accountability and also add signs to warn customers until the holes are filled. I would lake for them to pay for my repair.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I parked at a ProPark garage on Sept 6 2023, and when I picked up the car the driver's side door was damaged. ProPark left me a message from Ashley on 9/7 stating the claim was being investigated and they would provide a status update as soon as possible. They gave me the number ###-###-#### with claim number ******-***-**** I have now called 5 times since that date and left messages with no return phone call and no follow up. I have received nothing in the mail. I have not heard back from anyone. 2 months later the investigation should be complete and an update should be available. At minimum a return phone call discussing my claim after 5 voice mails should have been received.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Citation for parking at ******** ***.

  Customer response

  11/13/2023

  A group of Disable Veterans from the ***** ******* flew to ******** for Veterans Day on 11/8/2023. On 11/9/2023 we went to ******** ***. Got there a 10am parked at the Handicap parking which we all had our Blue Placard. The signage did not state that a different type of Placard was needed. We received parking Citations. Because we are law abiding Veterans we paid the fines. It is very unfair that the Signage does not warn folks of the different Placard that is needed. It is a FRAUD not to do so. Especially for those that come from somewhere else and did not know. We do not want a return of the fines paid but want to see the proper Signage be made for Unsuspecting Folks that will park there. I'm SURE that there are 100's if not 1000's of victims that went through the samething. ******

  Business response

  11/14/2023

  Propark Mobility does not operate in ******.  I suggest visiting *************** to find the appropriate contact information.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I returned to **** * ******* **. after flying into **** ********* ******* on 10/11/23. My vehicles were not in the spot under the clearance sign where I left them. A representative from the garage walked the garage with me and confirmed the garage does not tow. The police were called and a police report was filed (***** **** ************). Mark A*******, the Propark Manager on duty disclosed that security cameras existed on both the entrance and exit gates to/from the garage. He also disclosed that security guards are present at night. He further indicated he would review surveillance footage and provide information to the case. Mark has been provided multiple request for information regarding the surveillance video, including; date and time vehicles left garage, form of payment used. Mark ensured me he’d be cooperative with the investigation as he is in possession with key pieces of evidence in the case. I’ve followed up several times, with little response. I provided today, 10/30/2023 as the deadline to provide video evidence that will confirm/absolve culpability of garage employees. No material information was provided nor attempt to contact/update was made. My ******** has since been recovered, along with tools for breaking into and stealing cars, miscellaneous stolen goods, miscellaneous personal items that were not discarded (including personal Rx) and drug paraphernalia. Most notably, was the air-shim and long metal hook… I believe these were the tools used to break into my car at the location. There was someone arrested in conjunction with the recovery. We need the video evidence to confirm whether the individual arrested was the same person who stole the vehicle from the garage. Information on how the vehicle exited, whether it was cash or card payment for the ticket would also be helpful. Thank you.

  Business response

  11/08/2023

  We reached back out to the guest directly yesterday to further discuss.

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because nothing has been resolved. In fact, they continue to take action against my direction. I received a letter from the office of the CEO, though nothing of actual value yet. I continue to be contacted by an agent I had requested was removed from the claim.

  They did reimburse for the impound yard. They did not reimburse for my costs to go do their job for them and recover my vehicle from the impound lot on my own.

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

  Customer response

  11/15/2023

  Sorry, I mixed my claims up. Please disregard the last message regarding ****. 
  
  Regarding Propark: 
  The manager reached out to me an admitted not reviewing the security video tape before the time to do so elapsed. ProPark is complicit in allowing this crime to happen on their property. Furthemore ProPark was uncooperative in aiding with 
  key evidence that could have provided conviction against the perpetrators who were arrested, despite them telling police and myself that they would collect that evidence and provide it. This could have resulted in the criminal restitution pay from the criminal to me for the stolen goods. ProPark continually, against multiple request, remained derilect in this duty. 
  
  They had a month of opportunity to turn over evidence. They provided a revenue report, but are unable to specifically tell me how my vehicle was able to leave the garage. How was it paid for? This was captured on a security camera per ProPark, but they can’t provide the evidence?

  
  As previously written, I wanted evidence to help bring the perpetrators to justice, or for ProPark to replace the stolen items that are not covered by my insurance. It seems the opportunity to recover and provide the evidence no longer exists.

  Customer response

  11/15/2023

  Sorry, I mixed my claims up. Please disregard the last message regarding ****. 
  
  Regarding Propark: 
  The manager reached out to me an admitted not reviewing the security video tape before the time to do so elapsed. ProPark is complicit in allowing this crime to happen on their property. Furthemore ProPark was uncooperative in aiding with 
  key evidence that could have provided conviction against the perpetrators who were arrested, despite them telling police and myself that they would collect that evidence and provide it. This could have resulted in the criminal restitution pay from the criminal to me for the stolen goods. ProPark continually, against multiple request, remained derilect in this duty. 
  
  They had a month of opportunity to turn over evidence. They provided a revenue report, but are unable to specifically tell me how my vehicle was able to leave the garage. How was it paid for? This was captured on a security camera per ProPark, but they can’t provide the evidence?

  
  As previously written, I wanted evidence to help bring the perpetrators to justice, or for ProPark to replace the stolen items that are not covered by my insurance. It seems the opportunity to recover and provide the evidence no longer exists.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My claim number is **************. I was a resident in ******* ***** and I parked my car in here. On January 24th 2023, I picked up my car and found my car was scratched. Since my car have warp and if I need to fixed the right side of my car wrap, I need to change the whole wrap as there will be color difference between new wrap and old wrap. And then the garage manager Patricio said he would like to check the cameras. Then, he spent several days to check the camera and didn't give me any feedback until I consistently ask and inquire. Finally, 10 days later, he asked me to fill up the claim and then he said that he submitted to the claim department. After fill up the claim, he didn't tell us the next step and i didn't receive any claim number. Later, I asked what was the process of my claim. The garage manager started to not reply any of my message and I even couldn't find him. It was February 27th 2023 that Patricio said that the claim was sent to the claim departments and hoped to have news this week. Then again, he disappeared another one month. On March 20th, when I asked any update, he said he will check tomorrow. And this thing appeared everyday. It seems that he didn't give any actions and cheated on me month to month. I sent the message and asked him any update, he always said he would check but didn't give me any feedback. It was at end of June, after I consistently asked the claim number for two weeks, I just received an email that include the claim number. This is an email that was sent from claim department. I couldn't stop wondering that he even didn't submit the claim. And then, when I want to reach out to claim department, there is no one answering my phone. I keep to call and email claim department, there is no any response. And, I went to the repair store to ask free quote and then sent it to claim department. Still, there is no feedback. Until now, it was September 13th 2023, this claim is not settled yet.

  Business response

  09/29/2023

  Our Claims Manager, who can be reached at ###-###-#### or via email at claims@propark.com, is available to answer any questions or concerns the claimant may have.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i was charged $25 'late fee' even though i have receipts of auto-deduction on the date of. Attempts to contact to the company via website and social media was not responded to. Please rectify. Thank you

  Business response

  08/29/2023

  The guest's credit card was declined 5 times from June 1 to June 5. The guest then made a payment on June 6 which was after the grace period cut-off date of June 5. That is why the $25 late fee was assessed. We are happy to apply a one-time courtesy credit of $25 to the guest's account in lieu of the late fee paid. 

  Customer response

  08/29/2023

  
  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,
  
  ***** ***

  Customer response

  10/02/2023

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

  Hi BBB

   

  Re: to the Complaint below:

   

  The vendor has agreed to credit $25 to my account and I have agreed to the resolution. 

   

  However to date, there has been no action to the above and the vendor has not responded to any queries. Please help.

   

  Thank you

   

  ***** ***

  Customer response

  10/06/2023

  Hi BBB
  
  The vendor has agreed to credit $25 to my account and I have agreed to the resolution. 
  
  However to date, there has been no action to the above and the vendor has not responded to any queries. Please help.
  
  Thank you
  

  Business response

  10/24/2023

  We are ensuring that there is a $25 credit to the guest's account.  Should the guest need further assistance, he may email me at ************************** and I will be happy to provide further customer support.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at ******* ** ***** from May 7 - 9. Unfortunately, after I parked my vehicle using the valet, the vehicle was severely damaged during the first night it was parked with the valet. Afterward, the hotel management was notified and I filed a claim with the parking valet company. However, the claim was denied even though there was no pre-existing damage (this was not identified at the time I left the vehicle)

  Business response

  08/01/2023

  We are aware of this insurance claim.  Our claims manager will be happy to answer any questions that the claimant has.  Our claims manager can be reached at ###-###-####.  

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business has provided me with a resolution on this claim
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The catalytic converters on both sides of my truck were stolen while parked at ****** Parking ***. The police report indicates an unlocked gate and lack of security cameras. ****** staff indicated that insurance should cover someone cutting off half my exhaust system while parked in their secure private lot and insisted I fill out a claim. I called Propark several times about the status of my claim and received one email that it would be reviewed. After several calls I spoke with the manager of the claims department who told me they are not liable for theft unless the we had used the higher end service. He explained that this was clear on signage and that he would email the legal details regarding this and why they could not accept liability. After repeat requests there has been no email or any other communication from propark. There is no indication on the website about liability based on where you park. I was required to replace the catalytic converters and two O2 sensors with ******** compliant equipment for $4300.

  Business response

  08/08/2023

  We are aware of this insurance claim, and we have provided our position in writing to the claimant, but if the claimant has not received those communications, we will be happy to resend.  Our claims manager will be more than happy to answer any additional questions that the claimant may have regarding this claim.  Our claims manager can be reached at ###-###-####.  

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because I have contacted pro-park several times and noted in my complaint lack of timely response. I have requested via email or mail a written determination of why my claim was rejected and the legal basis regarding "Theft" on the lot. Pro-park simply never sent this information.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am a monthly customer at a ProPark garage. The valet crew scratched my car multiple times in multiple areas this year. I have filed complaints immediately to the garage on the spot before leaving the garage and the valet acknowledged damages in each incident. ProPark have denied all responsibilities and refused to pay for the repairs. I have followed up with garage manager, supervisor and HQ for months for solutions. I have reasons to believe ProPark purposefully delayed processing my claims and responses to my follow-ups in order to delete videotape proofs of the damages they caused. I have requested responsibility and monetary compensation to the damages ProPark caused. The response from the HQ was terrible and as bluntly put as "go ahead suing us if you don't like our denial" or "you are free to park elsewhere".

  Business response

  07/25/2023

  The complainant has filed multiple insurance claims at the garage over the past few years, so we are unclear which specific claim the claimant is referring to.  Our claims manager is the best source of this information, and is available to answer any specific questions that the claimant has in regards to the claimant's insurance claims.  The claims manager can be reached at ###-###-####.    

  Customer response

  08/04/2023

  ***** ********

   

  This is ***. Thank you for taking my call today.

   

  I'd like to reopen this case. I was not able to respond to the message as I was in the hospital. The case was not resolved and I was not contacted by the business regarding this complaint ID. They are fully aware of the complaints I have talked to the garage manager, supervisor and complaint manager since April. Their response is another way of denying their responsibility. 

   

   

  Thank you.

   

  Best,

  
  *** *****

  Business response

  08/04/2023

  Our claims manager is available to answer any specific questions that the claimant has in regards to the claimant's insurance claims.  The claims manager can be reached at ###-###-####.    

  Customer response

  08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I had contacted the claim manager at the number provided. The claim manager was incapable of correctly reviewing my claims and had denied my requests several times. In contact with the claim manager, the claim manager agreed to provide records of responses to my claims in January, February and April this year. However, the claim manager ended up ignoring my follow-ups regarding the records requested. 

  The claim manager's persistence in ignoring my requests and denying responsibility without justification shows lack of respect to me as a customer.

  
  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. ↩