ComplaintsforJACK Casino Cleveland

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jack casino is discriminating against lower level players that have the right to play and earn free parking. I visited today and was denied entry due to only being a J member which I am over 50 and able to play and earn free parking. A man standing in the side of the road asked to see my drivers license to enter the parking lot. When I asked for verification the drivers license. Is required he wasn’t able to provide any and advise me to move down the road nor would he provide his name because I may be able to look him up online. I have not found anything on the website requiring me to show drivers license to enter a parking lot anywhere. This is discrimination and if I am able to play and earn free parking not should I be denied entry, I am seeking this issue to be resolved or I will contact legal actionl.

  Business response

  03/06/2023

  I did contact MS. ******** on March 6th, 2023 to discuss the event she encountered  over the weekend Saturday March 4th, 2023. Our parking garage is restricted on various days and times due to capacity of parking in our garage. Player levels and identification is used to verify the use of the garage.  We always post signs outside the entrances  and our electronic sigh outside the entrances of the building upon these situations. She asked why can we update our website as restricted parking, the answer is, parking changes every 15 minutes so the website update would not be helpful.  To provide a remedy for her, I provide her with the Valet Shift Phone number so she can call to see if parking will be available.

   

  Sincerely, 

   

  Delbert G**** ARM

• Initial Complaint

  11/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I were invited to a Cleveland Monsters game in downtown Cleveland on Wednesday, 11/9. Being 70 years old, with limited accessibility, we needed a parking facility near the arena. We therefore got into a line of cars going in to the Jack Casino - South garage, which is located right next to the arena. We were advised by friends that parking in that area would be $20. There was no parking rate sign out front of the garage, but when we finally got to the ticket booth, there was a sign stating the exorbitant “Special Event” parking rate was $60. Unable to turn around at that point, we had to take a ticket and enter, but immediately went to the exit booth, only to find it was un-manned and therefore had to pay the $60. We contacted the Jack Casino Parking Services department the next day to seek a refund, to no resolution. We are therefore seeking the refund here, as the parking garage should have to display (exorbitant) parking rates BEFORE cars get to the ticket booth, especially when there are special events going on and there is no way to leave without paying.

  Business response

  11/28/2022

  Hey ***,

   

  This came to me as a case from ***********.  Once I received this complaint, I did follow up with ***** stating that we had a Monsters hockey game that night and the sign was posted (where they always are) since he said that an event at Rocket Mortgage Fieldhouse shouldn’t count because they happen so often.  It seems as though he just wasn’t paying attention when he was on the street waiting to turn into the parking garage.  We also can’t help that his ‘friends’ told him parking around the arena would only be $20.  My exact response to him is below:

   

  Hi *****,

   

  Thank you for reaching out regarding your recent visit with us.  Please know that the special event rate of $60 was in fact for the Monster’s hockey game, due to our close proximity to Rocket Mortgage Fieldhouse, Progressive Field and lots of bars/restaurants & downtown offices, we do charge for parking unless you play and earn a parking validation inside the casino.  Our main goal is to ensure we have enough parking spaces for our casino patrons and if we do not change to special event rates, our garage would constantly be at capacity leaving no space for guests who wish to game with us. 

   

  Please let me know if you have any questions.

   

  Thank you,

   

   

  MICHAEL K********* OPERATIONS MANAGER

  Business response

  12/06/2022

  We have always had at least 2 signs in place indicating the cost of parking.

   

  ***BERT G**** RISK AND SAFETY MANAGER D: 216-297-4827 ************@JACKENTERTAINMENT.COM 100 PUBLIC SQUARE, CLEVELAND, OH, 44113 WWW.JACKENTERTAINMENT.COM

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On the night in question, there was only one sign visible to the customer, and that sign was NOT out front but instead inside right next to the ticket machine.  I suspect the business realized this, and had someone pull the sign outside in order to take the picture(s) they provided.  I can't believe this business is so money-hungry, that they have to manipulate signage to save $40.  Disgraceful !

  I did not expect such action by what I thought was a reputable business, and only wish I had taken my own photo of the signage to catch them in their lie.

  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contacted this business online multiple times to get a copy if my W2G but to no avail. Online they only have documents from certain years? How does that make sense?? I need to file now not when they decide to contact me. They have updated info so I should have received it in the mail by now. This is ridiculous!

  Business response

  02/11/2022

  Response to Complaint,

   

  I have checked to see if Guest ****** ***** has a W2G report and find none for JACK Cleveland Casino and one from JACK Thistledown.

   

  At the time of an Jackpot a W2G is provided to each Guest. The report (W2G) from Thistledown is scheduled to be mailed out next week.  I have talked to the Guest  and informed her of the mailing.

   

  Please contact me if you need further assistance.

   

  Sincerely, 

   

  Delbert G**** 

  JACK Cleveland Casino

*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. ↩