ComplaintsforCampusParc

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked at the **************** today. When I approached an employee at a desk outside of the dental clinic on the ground floor of the *************************, I asked for parking validation. She refused - asking for my patient information and acting like she was going to look me up in the system. I explained I was there to have lab work done and she asked where my patient bracelet was. Ultimately, she did not validate my parking and I ended up paying over $7 for an hour of parking for a visit to have lab work done and was refused validation.

  Business response

  09/12/2024

  Hello ******,
  
  Thank you for bringing this issue to our attention. I understand how frustrating that experience must have been.
  
  However, the *** ********************* is responsible for distributing parking validations according to their own policies and procedures. Since they purchase validations from CampusParc and manage the distribution afterward, I recommend addressing this matter directly with them to resolve any concerns regarding this issue.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay to park. No security cameras were pointed in my cars direction. No security was around. My car was victim to attempted theft. My window was busted and my steering column was ripped out. During the hours of 6a-3p while I was at work. Nothing was stolen from the car.

  Business response

  08/07/2024

  Hello ********,
  
  We sincerely apologize for your experience. We have alerted OSUPD which oversees Public Safety on campus. If you haven't already done so, I would suggest filing a police report. University Police has cameras all around campus, so they most likely will be able to assist you.

  Please let us know if we can do anything else to help you.

  Since this is a safety concern, the ********** will manage this incident. 

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

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22105018
  
  I am rejecting this response because: 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Description: I parked in a parking lot that I have paid for numerous of times in the past with no issue. One day the parking ticket machine was broken so I couldn't purchase a parking ticket, and I received a parking ticket, even though the machine was broken. I tried calling the company and nobody would return my calls.

  Business response

  07/19/2024

  On behalf of CampusParc, I apologize for the malfunction of the pay machine you tried to use. Our organization strives to provide adequate functionality for all pay machines across campus. Paid parking is required 24/7 on the Columbus campus. As listed on our website and in the various parking lots across campus, Park Mobile is always a backup option for paying for parking on Ohio State's campus. In addition to ParkMobile, daily and monthly permits are available for purchase on CampusParc's website. Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 11, 2024, I received a parking citation from CampusParc with the following violation description "Disregarding Signs, Markings, or Barricades." However, there are no signs, marking, nor barricades that state "No parking" where I had temporarily parked despite other areas of campus specifically being labeled as "No parking" when parking is not permitted. More specifically, I had parked in an area on OSU's campus labelled as a "service area" which by definition is an area with services available to motorists. The other side of the service area is labelled with a no parking sign as it is a fire lane. Absolutely no signs are present on the side in which I I temporarily parked. I submitted an appeal on January 12, 2024, given that I had not disregarded any signs, markings, or barricades (as the violation description stated I had). I never received an update despite my account saying an email had been submitted to me with an update on the appeal status. Given this, I assumed the appeal had been approved. On February 13, 2024, I received another citation from CampusParc for the same reason for temporarily parking in the same area as I had assumed my appeal had been approved and temporary parking for services in the service area was permitte. My hazards were on and I had been parking for approximately 2 minutes to complete my services in the service area. There were still no signs, markings, nor barricades indicating parking is not permitted in this specific side of the service area. I contacted CampusParc on February 15, 2024, regarding the procedural error in the appeal process for my January 12, 2024 citation. I was told "...you unfortunately were part of the group that either did not receive the decision or the decision was sent to the spam folder." An email is not in my spam folder/I did not receive the decision.

  Business response

  03/13/2024

  Hello Shana, 
  
  We are sad to hear your experience with CampusParc hasn’t been the best. Thank you for providing this information. Unfortunately, after reviewing your citations, from the details provided, it looks as though your vehicle was parked in the drive lane. There was no signage on location because of this location being a drive lane. If you have any questions regarding your appeal, our Customer Care is available by phone Monday through Friday from 8 a.m. - 4 p.m. we would love to help with any questions you have. 
  
  Thank you.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a vet student, I pay almost $500/year to park in the student lot on the OSU vet school campus. However, there are never enough spots (they claim that there are, but the accessory lot has us crossing 4 lanes of traffic after checking the primary lot), and they issue citations to paid permit holders frivolously. In November, I received a ticket for parking with my license plate facing away from the drive lane, shortly after that policy was implemented. Why should they be allowed to penalize us for pulling through into a parking space in a parking lot that we pay for? When you’re going to class, why should you have to worry about how you legally parked in a lot that you pay for? This past Friday, I received a ticket ($88.25) for parking my car in the lot that I pay for. The appeals committee said that I had registered the car to my account but not my permit— how is their poorly designed system my fault?!— and oh-so-generously reduced the ticket to the daily parking rate of $10.75, despite my having paid for the full year. It is also worth noting that the same car/license plate they said was not on my permit was ticketed in November with no mention of this issue. It’s the same car that I’ve had the entire time I’ve been at OSU, just with a new plate since APRIL 2023. CampusParc is a menace to Ohio State students’ wellbeing and, frankly, scammers and extortionists.

  Business response

  02/15/2024

  Hello *****,
  
  I apologize for the inconvenience. After reviewing your account, your license plate was not correctly linked to your permit in our system. This was a system error on our end, so I want to apologize for the confusion. If you would send an email to ********************** with your correct address, we would love to send you a refund for your recently paid citation.
  
  Thank you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Campusparc double charged me Visa $3.00 for the same parking ticket at the 12th Ave parking garage on 12/20. I paid my parking ticket on the first floor of the garage. Then I went into my car to leave the garage and Campuparc blocked me from leaving the garage making me pay $3.00 again for the same parking ticket. This happened around noon. I have tried submitting a refund request online and their online submission form won't allow me file a claim. When I call all I get is the run around. I want refunded my $3.00. ***** *****

  Business response

  01/12/2024

  Hello *****,
  
  I apologize for your inconvenience. If you could send us proof of the double charge (via email at **********************) and fill out the Refund Form on our website, we can help get this issue resolved. When filling out the online Refund Form (****************), please be sure to fill out the form in the Visitor Section and select the hourly parking refund type. Once these steps have been accomplished, we can review the issue and help get your refund processed. 

  Thank you

  Customer response

  01/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21086119
  
  I am rejecting this response because: 

  1. The business's response indicates that they did not take the time to read my concise 4-sentence complaint, where I clearly mentioned the malfunctioning of their online refund submission form.

  2. The company has acknowledged, through an email from their representative, that I was erroneously charged twice for the same ticket. They assured me that the refund would be issued in the form of a Visa credit card credit, not a check. Despite this assurance, my refund has not been received yet..  

  3. My overcharge has been brought to CampusParc's attention since Dec. 22. 2023. I believe this business is intentionally delaying the refund with the hope that I will forget about it. I am entitled to my refund, and I am determined to receive it.

  Regards,

  
  ***** *****

  Business response

  01/12/2024

  Hello *****,

  I apologize again for the inconvenience. After reviewing your account, your Refund Request Form was received. 

  Your refund request was approved and is currently being processed by our accounting department. 

  Your refund will be placed back on the credit card that you used at the time of parking.
  

  Thank you.

  Customer response

  01/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21086119
  
  I am rejecting this response because:

  Dear BBB,

  I appreciate the business' prompt response and acknowledgment of the refund owed. However, given the challenges I have faced, including the need to involve the BBB for a seemingly straightforward refund, I am requesting an extension of the complaint resolution until February 8th. This date aligns with the initially promised refund timeline of 3-5 weeks.

  
  I understand that refund processes may take time, however, I must express my concern regarding the extended duration, approaching almost two months. Waiting this long for a refund seems unreasonable and goes beyond typical expectations for such processes. Your understanding and cooperation in extending the complaint open until February 8th would be greatly appreciated. If the refund is processed sooner than Feb 8th, I will close the complaint immediately.

  
  Thank you for your attention to this matter.

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i got a $53 ticket for backing into a spot turning a medical emergency when i made contact with the officer he stated he wrote it because it is a safety problem. yet the office who wrote it was double parked in an exit lane on a curve texting on his phone my car was simply backed into a spot how is it fair that someone can write a ticket for then, yet they are creating a hazard them self's. i am requesting this ticket to be thrown out

  Business response

  11/28/2023

  Hello ****,
  
  I’m sorry hear about your experiences with CampusParc. 
  
  Unfortunately, within some CampusParc garages around campus it is posted at the entrance that pull-in (front facing) parking is mandatory. This is due to how to garages are laid out for the safety of all guests. 
  
  It is also CampusParc policy that all customers park in a manner in which displays their license plate to the drive lane. If your vehicle does not have a front license plate it is mandatory that they pull into the parking space so that their license plate is visible.
  
  Safety is the CampusParc Compliance Team’s top priority. Each CampusParc compliance vehicle is equipped with lights on top of their vehicle to notify surrounding vehicles for safety reasons, whether they are pulled to the side or double parked for a short period of time.
  
  Again, I apologize for your experience with CampusParc. I encourage all customers to carefully observe signage that is posted within their desired parking location to avoid parking in a manner in which is against CampusParc policy.
  
  Thank you.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 10, 2023, parked in the Union North Garage at 7 PM in order to attend a Ringo Starr concert next door. After the concert, everyone in the garage was trapped because the exiting arm would not lift. I was trapped in the garage for one and a half hours, during which time I called the OSU police who informed me CampusParc was working on a solution to fix the broken exit. I also called CampusParc from the garage twice because people in the garage were very upset and there was no communication about when we would be able to get out. I was finally able to exit after an hour and a half waiting in my car. The cost of parking in the garage was $20 for the event (receipt attached). I contacted CampusParc the next day to ask for a refund and was told to use their online form to submit a reimbursement request. I submitted the request twice and they have not responded or reimbursed me. It has been past the 7-10 days they said they would respond. I am asking for reimbursement of the $20 plus an additional $20 for the distress I experienced and the amount of work I had to put into seeking this refund.

  Business response

  11/15/2023

  Hello ****,
  
  I apologize for your experience exiting the Ohio Union North Garage. 
  
  When an issue occurs in one of our garages, our team tries to resolve the issue as quickly as possible. Sometimes these issues may take a little longer to resolve due to technology constraints.
  
  If you have already submitted a refund request through our website, that refund request will be reviewed by a manager. A decision will be made by that manager as to whether this refund request is valid. 
  
  We apologize for the inconvenience this may have caused you and want to thank you for your understanding.

  Customer response

  11/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20871802
  
  I am rejecting this response because as I said in my BBB complaint, I already submitted my receipt and reimbursement request to you via your website per your staff’s instructions TWICE and waited longer than the stated time for a response and never heard from anyone which is why I turned to the BBB. please read the complaint before replying. 
  
  Regards,
  
  **** ******

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My truck was towed from the West Campus parking lot in November 2022. When I went to pickup my truck I was told all I had to pay was the $19 towing fee and the truck was released. On January 5 2023 my truck was towed again. This time when I went to pick it up I was told I have to pay $153.75 for fees and $529.25 of back fees. When I asked why my truck was towed after the charges were cleared I was told "We do not recognize the name of the person who cleared the charges". Which I did not understand, someone in there office had to release the truck. The $153.75 was caused by some confusion over my tag when I purchased a new truck. I talked to their rep and I thought that is why it was release without charge the first time. When I paid the $153.75 is when I was told I have $529.25 of back fees. I asked about i explanation of the back fees and how I could buy my yearly passes with this much in back fees? I receive no answer. I did get an receipt for the $153.75, but never received a receipt for the $529.25. I have attached a photo showing the $19.00 towing fee paid to Shamrock towing and the $153.75 and $529.25 paid to OSU-Campusparc. I would like a refund of the $529.25

  Business response

  03/28/2023

  Hello *******,

  Thank you for contacting us with your concern.

  After reviewing your account, it looks as though the charges for the $153.75 is the towing fee associated with moving your vehicle, while the charge for $529.25 is the balance owed on your account from all of your outstanding unpaid citations. Unfortunately, in order for your car to be released from the towing company all outstanding unpaid citations must be paid first. 

  If you would like a full list of your previous citations, please contact CampusParc Customer Care at ###-###-#### or at **********************.

  Thank you.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A parking pass was purchased last fall and then cancelled a few months later. I submitted a request for a refund and was told a check would be sent to my address within 6 weeks of cancellation. However, I never received a check in the mail. Since then, I have tried to reach out numerous times over the phone and no one has made an effort to resolve this issue. I am owed $375.80, the account number is 1975519. I have offered to pick up the refund in person multiple times. I sent two emails to the recommended email address and have not heard back. The first email was sent on 11/21/22 at 10:05 am and the second one was sent 1/17/23 at 9:49 am (see attached). I would like to receive the full refund and can pick up the refund in person if needed.

  Business response

  02/08/2023

  Hello,
  
  Thank you for reaching out. I apologize for this lost refund check issue. I am currently working with our team to provide you a solution. A member of my team will be contacting you via email at the email address you provided, as well as the email address on the permit account in question. If you have any additional questions, please contact us at 614-688-0000.
  
  Thank you.

  Customer response

  02/09/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ******* ******

*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. ↩