ComplaintsforLAZ Parking For Charlotte

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work in the building at ****************** and parked here on Tuesday, October 29, 2024. This isn't my top choice for parking, but while I was pregnant and when I have things to bring into the office, like recently when I had boxes of items to donate for Hurricane ****** relief, it becomes necessary to park within the building. All the spots are compact. I drive a sedan and my vehicle barely fits between the lines. On this date, I bought lunch at **************, which is expensive enough, but on top of it they changed the rules around parking validation, which was really the only perk to parking here and patronizing the Market. I still couldn't tell you what the new rules are and neither could the person on the help line who admitted he was "just at a call center." I've been getting my parking validated to the rate of $8 for all day parking (in after 8:30 out by 6 pm) for weeks, but yesterday it didn't work. They advised me to park again, go back to MM, and get a new sticker. That didn't work, and in order to leave after all this, I had to pay $30. And no receipt given so I can contest and document my fees and turn it in as part of my parking reimbursement benefit that I pay into. Also, the lights are currently being "upgraded" so I was forced to park and walk through a dark underground garage, which made me feel incredibly unsafe as a female. Never parking here again and will be discussing this when my company evaluates whether or not to stay in this building. I already have a terrible commute that gets me home just in time to put my baby to bed and being gauged for parking in a creepy out of date garage just adds insult to injury. I just want to be able to get to work safely and do my job. This is why people don't want to work in ******.

  Business response

  11/01/2024

  Ms. *******, 
  
  Thank you for taking time to reach out regarding your recent visit to ************************  The signage posted for the validation you referenced states that on weekdays, entries after 4:00pm are eligible for discounted parking.  You entered the facility at 9:41am and therefore were not eligible for the discount.  If you have utilized this validation for weekday parking (excluding Mondays) before 4pm in the past, you were undercharged. 

  
  Based on your entry time, your ticket was calculated at the posted rates at the entrance.  Those rates are as follows: $10.00 for the first 60 min, $3.00 for each additional 20 minutes with a daily max of $30.00. 

  
  Regarding the lighting in the facility, we are currently in the process of a lighting upgrade.  Due to this, the older light fixtures may appear dimmer in comparison to the newer light fixtures.  If you have a safety concern in the future, please feel free to reach out to us directly and/or security to make us aware.  In addition, security can provide an ****** if requested. 

  
  I have included a photo of the validation notice, the posted rates at entry, and a copy of your receipt for your parking charges on 10/29/24.  Please let us know if you need anything further. 
  
  Thank you, 

  
  

  Customer response

  11/01/2024

   
  The response from LAZ Parking indicates that previous applications of the parking validation from ************** was essentially a "glitch" in their system and this has now been remedied. It's not unexpected, but it's really crappy that exceptions won't even be honored to facilitate unloading/loading of donated goods. The effect this has is that less people will utilize the garage, including building tenants. The rates are astronomical, the garage itself has inadequately sized spaces for most vehicles, feels unsafe with limited exit options if the elevators are ever inoperable, and this company just doesn't care about providing customer service or informing the employees of how their parking rates and validatios work so they can assist people being held hostage at the gate. Most of us are not CEOs and have to budget in commuter fees when going to work or even accepting positions in ******, and your policies and rates discourage both, as well as patronizing the vendors of Monarch Market. I can frankly get a cheaper sandwich across the street. The parking validation was a nice incentive to patronize the new businesses in the building, and for visitors to come for lunch as well, but since your stance is that no one is allowed to do that anymore, I'd expect less business in both.
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  All day parking at LAZ should be *****. 6/11/2024 ******* 6/03/2024 ******* 7/15/2024 ******* I submitted the June 11, 2024 to ***************** on for the amount of $2247 for the overcharge, then discovered when I received a CC statement that I had been overcharged on 6.3 also. Then on 7.15 I was overcharged yet again. **** told me it could take 2 to 6 weeks for reimbursement, after I sent the 6.3 email with the additional receipt of $3990. I sent the $5166 receipt on 7/15/2024. The last time I have had any communication with **** was on 6/24/24. I have called and left multiple messages and have not received an email or phone call from **** or LAZ. I also have not received any type of reimbursement. Thank you for your help.*****************************

  Business response

  07/30/2024

  Dear ***/*****,
  
  ***************************** had initially reached out on June 17, 2024, requesting a refund for an overpayment on a transient ticket ******** in the amount of $2,247.00.  We began investigating with the equipment vendor and our accounting team to verify the authenticity and cause of the overcharged transaction.  During that investigation, we received a second email from ******* on June 24, 2024, informing us that she located an additional overcharged ticket that occurred on June 3, 2024, in the amount of $3,990.00.  Due to the nature of the transactions, the dollar value associated, and the short timing between transactions, we needed to validate the transactions with the equipment vendor prior to issuing the refund.  A third transaction occurred on July 15, 2024, and the ****** reached out for a refund on this ticket as well in the amount of $5,166.00.  Each time we received a new request for this type of refund, it reset our progress to assure the most recent transaction was valid and could be included in the refund issued to ******************. 
  
  After speaking with the equipment vendor, we were informed that due to the unique configuration of characters on the parkers license plate, the license plate cameras were misidentifying the plate in a handful of transactions.  Unfortunately, when the plate was misread, it linked back to the and open parking ticket from a different visit to the garage. We received approval to process the refund back to the card ****************** made the payments with for all 3 transactions on July 23, 2024.  We processed the refund totaling $11,403.00 back to her original payment method and reached out to confirm the refund with both ***** and ***************************** on July 24, 2024.  ***** replied on that email appreciative of the resolution and was grateful for the assistance. 
  
  Throughout the entirety of the investigation, the *** for the location, *****************, was in contact with ****************** updating her on the process of the investigation. 

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 15th, my husband was having surgery at *************, ********* and we elected to utilize the *** valet services, which is an agency contracted with the hospital. While my vehicle was there it was damaged. I have multiple attempts to engage *** into discussing this with me and they have not responded. I attempted to utilize the hospital representative and they also reference it is in the appeal process. The *** representatives state it is under investigation but no one has provided an update in months. I feel powerless as this company is stonewalling me and not responding to my inquiries.

  Business response

  06/12/2024

  Good afternoon *****,
  
  I am extremely sorry for the inconvenience caused by the delay in response. When a customers vehicle is damaged, there is a process of verification and approval, and this sometimes takes a little longer than expected.
  
  According to our records, the claim has been approved and you have been notified of the approval. I will make sure we take the time to review our processes and take any opportunity to improve our service in the future.
  
  Thank you.

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/6/23 a received a notice dating that I had an unpaid parking balance on my LAZ parking account. I looked at WageWorks and called them on 12/7 at 2:24 p.m. and they said my parking request was canceled in November of 2022. I stated that I was not the one who canceled it. They said that they would look into it and I never heard back. Immediately after I got off the phone with them, I called ************************* at laz on 12/7 at 2:42 p.m. he assured me that LAZ switch to an new system which affected a lot of people in that they would not be collecting back payment or shutting down parking passes due to their error. I set payment back up through which works and assumed that the issue was resolved. Then, I got another notice on 1/31 from ***************************** at LAZ that there is $900 due and that my parking pass would be deactivated. I escalated the situation showing evidence that no notification of non-payment had been made to me at any time from 11/2022 to 12/2023. How is it possible for a company to go over a year without payment before notifying one of their clients that money is due? I am questioning the legality and It is unacceptable for them to expect for me to check my pay stubs biweekly to ensure that they get paid on time. It is unreasonable and it is more unreasonable that they would expect me to pay back the full $900 due to their disorganization in their accounting department. Laz parking contracts with wage works through **** of America to allow for employees to pay them with pre-tax dollars out of their paychecks. So this is not something that I would have noticed going unpaid through a bank statement. ********************* with *** has responded stating that the communication in December was an error and was referring to another issue that they had. They are now continuing to insist that I owe the entire $900 even though I am zero percent to blame. I am requesting that the balance be waived due to no error on my part and lack of invoicing on theirs

  Business response

  02/23/2024

  Dear ***/*****,
  
  Thank you for contacting us regarding ************** Jonescomplaint.
  
  **************,
  
  Thank you for reaching out about your parking account balance at ******************* garage.  I apologize for the miscommunication and the experience with your parking account and WageWorks payments.  As discussed, WageWorks, your payment provider, is not affiliated with LAZ Parking and, unfortunately, does not provide notification of payment cancellation to us. We were switching our accounting system and did fail to communicate the outstanding balance in a timely manner during the transition.  We will continue our conversations with you to bring the outstanding balance to resolution.  
  
  As we strive to provide superior customer service, I would like to extend once again my sincere apologies and willingness to work with you on a payment plan.
  
  Sincerely,

  Customer response

  02/24/2024

   
  I am rejecting this response because:
  I am keeping this open until *** returns and the balance is cleared. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Initial request for overpayment of monthly parking fees was requested in May 2022. The amount at that time was $200. Received email from their "bookeeper" stating that a refund had been processed however a credit was never received and my account continued to reflect a negative balance. Since I was still signed up for monthly parking I decided to allow the negative balance to remain so that when I did cancel I would not have to pay for the final month & could use the $200 negative *** instead. On 3/29/23 I sent a request to cancel my monthly parking subscription as of 4/29/23. At this time my account showed a negative balance of $475 due to LAZ drafting duplicate payments from my credit card & receiving payment from my employers Commuter Benefits Program for the same month. On 4/3 I sent an email requesting a refund of the $475 overpayment amount shown on my account via my last statement. I received a response from the "Data ********************** Specialist" stating that he would look into the issue. on 5/3/23 I sent another follow-up request when I did not hear back from him. On 5/4 I receive a response stating that a credit would be issued to my employers Commuter Benefits Account. I responding requesting a notification once the credit ha been issued. After not receiving a notification of the credit I sent another follow-up email on 5/21. The Data ********************** Specialist replied stating that a credit had been issued on 5/8 & directing me to contact my Commuter Benefits program as the issue was no longer in their (LAZs) hands. I contacted my Commuter Benefits program who stated that there was NO record of a credit being issues. On 5/24 I sent another follow-up email to the same Data ********************** Specialist requesting escalation & a receipt or evidence of the $475 issued on 5/8. I have made multiple attempts to have the overpaid amounts refunded to me with no success. Hoping this is a better way to get this issue resolved more promptly

  Business response

  05/26/2023

  Good Morning,

  After reviewing the case, it appears that **************** did indeed have a credit of $200 around the time the initial refund was requested.  One of our customer service representatives, ***************************** did request a WageWorks refund of $200 for a duplicate payment that was recieved on the account after working through the balance history with the customer.  LAZ ******************** migrated billing systems to an internal AR system around the time that the initial refund was submitted, which resulted in some confusion on the part of our AR department, who did not see a record of her account in the new billing system.  She was not transferred to the new billing system, because her initial refund closed out the account and was intended to clear the balance.  We have archived our old AR system's reporting in a BI report server to avoid similar issues in the future, and our AR team has been brought up to speed on the refund process for the new system.  ****** reached out to another one of our CSR's, ***********************, at the beginning of May 2023 to check on the status of her refund.  ***** was able to determine that the initial refund did not go through, and processed an additional refund for the $200, and an additional credit of $275 on May 4th, 2023.  This refund has been processed and approved, and the check will be sent out on Thursday, June 1st, 2023.  We reached out to the customer to let her know that her refund has been processed.  

  I apologize for any inconvenience this delay has caused.  Please let me know if you need any additional follow up information.  

  Customer response

  05/26/2023

   
  I am rejecting this response because:
  There is no evidence that an an initial respond refund in the amount of $200 was ever issued. The total amount to be refunded per my last account statement as of April 2023 is $475. I am requesting evidence of the initial refund in the amount of $200.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the afternoon of 2/26/23, I parked in the *** ********************** Parking Garage located at *****************. There was a *** "Special Event Parking $10" sign placed at the main entrance to the parking garage but when I returned several hours later, I has to pay $21 to exit. And yes, the sign was still on the sidewalk at the main entrance. I took a photograph of the sign showing it in front of the entrance when I arrived as well as when I departed several hours later. I have since made 3 attempts to contact *** reporting this issue and requesting an $11 refund using the email link for Parking Inquiries ************** provided on their website with no response what so ever. I have also sent emails using the website's Southeast and *************** links, also without any response. There are no contact phone numbers in the ************** section of their website. I have left voice mail messages at the phone numbers listed under the Southeast and HR sections of their website, but have yet to receive any call back from those either. www.lazparking.com. The BBB's website lists the LAZ Parking for Charlotte as ************ but this number appears to be either out of service or invalid as it rings a couple times, then beeps once, then nothing.

  Business response

  03/18/2023

  Dear Sir/Madam,
  Thank you for contacting us regarding ******************** complaint.
  ******************** has been contacted and the $11 refund requested was submitted for processing.
  Thank you.
  
  Best regards,

  Efoe Dosseh, CPP
  Portfolio Manager
  W **************  | C **************
  **************************************************** A | Charlotte, ** 28202
  Web | Facebook | Instagram | Twitter | LinkedIn | YouTube

  Customer response

  03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that once they have followed through with their proposed resolution, I will be satisfied with the outcome and very appreciative of the BBB's support in this matter.  Prior to contacting the BBB, LAZ Parking had completely ignored all of my attempts to contact them via their website and never returned any of my voice mails!  Thank you so much!

  Sincerely,

  **************************;

  ************ 

  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/30/2022, I visited ************* and utilized the parking facilities operated by LAZ Parking.I parked in the *********** Employee Parking Lot. At the entrance there was no signage to indicate LAZ Parking's fees or processes. I observed two patrons looking at a small sign on a light pole. Curious, I too read the sign which stated to text a number or use the pay station. I chose to text and the automated reply failed to clearly specify expectations for parking.When leaving *************, Parking Enforcement was in the parking lot and placed a citation for $20 on my vehicle. I explained to the Parking Enforcement employee that I thought I could pay at the end of my visit. The employee said that I must pay the citation or dispute it. Parking should have cost $5.On 1/6/2022, I went to dispute the citation. I noted there was the ability to dispute the citation but only if you met one of the specific conditions (ie. Police ******** ********** In that case, there was no means offered to dispute the citation as I did not qualify for any of the conditions. I paid the citation and noted that neither the citation nor the website offered any disclaimer that there would be a $4 processing fee. The fee was only displayed AFTER entering credit card information.As a result, I feel like I was taken advantage of by LAZ Parking. Lack of signage and clear direction resulted in an UNADVERTISED $24 charge for parking.I am requesting the following:1. Reimbursement in the amount of $19 2. LAZ Parking making immediate changes at ************* to CLARIFY what is expected. This includes:- Clear signage at the parking entrance clarifying PREPAYMENT IS REQUIRED - Modify text messaging to clarify "PREPAYMENT IS REQUIRED"- Modify signage to indicate "PREPAYMENT IS REQUIRED"Without these changes in place, LAZ Parking will continue to have the ability to charge superfluous fees for the use of its facilities while ADVERTISING parking fees for a lesser amount.

  Business response

  01/12/2023

  ****,

  Thank you for sharing your feedback regarding ************* parking.  I apologize for the delayed response.  ************* offers 90 minutes of parking at no cost.  After the 90 minutes, visitors have the ability to prepay parking for $5 for 3 hours.  Parking payments can be remitted via an onsite payment kiosk for via Text to Park.  When opting to Pay via Text, the messaging states that no action is required unless your visit will exceed 90 minutes.  Once you click the link, instructions are provided if your visit will exceed 90 minutes and citation fees are outlined for the first violation as $20.00.
  
  LAZ Parking utilizes a 3rd party for citation management.  The convenience fee for online citation payments is a flat rate and dictated by the 3rd party, not LAZ Parking.  We have engaged them to open a pay by mail option for future use. 
  
  We value the visitors of ************* and appreciate your feedback.  We will provide a onetime exception and process a refund via check for the cost above the parking fees, $19.00.  The check will be issued to the name and address provided in the customer information section of this complaint.

  ***********************, CPP
  Director of Operations
  W ************** | C **************
  200 **************** | 1st Floor | Charlotte, ** 28202

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Laz Parking issued me a parking ticket 12/11/2022 at their ************* location. On the ticket, they only indicate a way to pay online. Upon paying online, they are charging customers a 20% online convenience fee - $4 on a $20 ticket.I understand having to charge a fee of 3% or $1, but struggle to understand why it is $4 or 20%, especially when there is no option to pay by mail or other methods that do not incur a fee. I am requesting some investigation to whether this amount is allowable and fair as many people visit ************* and other Laz parking centers in Charlotte, **.

  Business response

  01/12/2023

  ******,

  Thank you for sharing your feedback regarding ************* parking.  I apologize for the delayed response.  LAZ Parking utilizes a 3rd party for citation management.  The convenience fee for online citation payments is a flat rate and dictated by the 3rd party, not LAZ Parking.  Upon receipt of your feedback, we investigated options for citation payments with them and have engaged them to open a pay by mail option for future use.

  
  We value the visitors of ************* and appreciate your feedback.  We will provide a onetime exception and process a refund via check for the service fee charged by the 3rd party citation management vendor, $4.00.  The check will be issued to the name and address provided in the customer information section of this complaint.

  ***********************, CPP
  Director of Operations
  W ************** | C **************
  200 **************** | 1st Floor | Charlotte, ** 28202
  

  Customer response

  01/12/2023

   
  Better Business Bureau:

   

  I appreciate the work you do, and the answer from LAZ. I wasnt aware they used a 3rd party and am happy to hear they are searching for alternative options for payment.  
  
  I have reviewed the response made by the business, and the resolution is exceedingly satisfactory. I have no further questions or comments. 
  
  Thank you. 

  
  

*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. ↩