ComplaintsforCampusParc

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was issued a citation from CampusParc for parking at the Ohio State University Hospital. I was told by OSU staff that I could temporarily leave my vehicle where it was when it received the citation. I appealed the citation with CampusParc and stated by reasons. CampusParc denied by appeal and did not address any of the concerns I expressed - mainly being that I was told by OSU staff members that I could leave my car there. Furthermore, they failed to send me notice of the appeal decision and months later sent me notices that I need to pay or they will be taking further action. After a phone call discussion with one of their staff members I was informed that in order to use the secondary appeal process, I first need to pay the citation. I did so and submitted a second appeal again explaining in more detail my reasons - I was literally told by OSU Hosptial staff members that I could leave my car where it was. CampusParc (******* the Assistant Manager) sent me an once sentence response saying they received a complaint from the valet manager (whom has a personal financial interest to remove cars). In sending this they fail to acknowledge any mistakes by OSU staff members. They fail to indicate that they will ensure that OSU staff members are consistent. They fail to take any responsibility for their lack of communication to their staff and to OSU. A one sentence response also indicates that CampusParc is not actually reviewing these appeals in any appreciable capacity. They steal my money by promising a fair review and then fail to deliver that fair review. Response by CampusParc to Second Review: Hello *****!! This citation was issued because of a complaint we received from the valet manager and the judgement will stand on this citation. Thank you for your time and understanding! ******* Assistant Manager · Dispatch Second Appeal Dear Sir/Madam, I am writing this email as a second appeal of Citation 0222017898. Based on the response to the first appeal I am concerned about the integrity, fairness and completeness of the appeal review process. The response to the first appeal made no comment on the actual issue in play here which is the fact that an OSU staff member told me I could temporarily leave my car where it was due to the medical concerns at play. Weather this is true or not is still a question to me as I followed up with OSU medical staff at the front desk after the citation and again was told that they allow temporary periods for cars to be left unattended in that area (in front of the university hospital) for some medical visits. This indicates an implied condition on signage which is at OSU Staff discretion. So there is a serious problem here if I am being ticketed for following the directions of OSU Staff. (i) either CampusParc is negligent in informing OSU Staff of the rules and staff are unclear or (ii) some OSU Staff are applying the rules intermittently and telling patients conflicting information with what their internal practice is. In either case how is it fair or acceptable that I am the one now paying for these mistakes? Why was this not addressed in the response to the first appeal where I made this same point? Continuing the practice of fining people for following verbal directions is deeply concerning to me and hints at greater systemic issues within the CampusParc/OSU network. Thank you for taking the time to consider the greater issues at hand in this parking citation. I hope there is a resolution to this issue that is satisfactory to all parties. ***** Hong

  Business response

  02/03/2023

  Hello *****,
  
  Thank you for reaching out to us. I'm sorry to hear about your recent parking experience at University Hospital. Ohio State Medical Center permits visitors to park in the drive lanes for only short periods, and the valet area is a no-parking zone at all times. If a vehicle is interfering with drive-lane operations, CampusParc is called in for assistance. According to our records, that is what occurred during your hospital visit. If there is ever a question of where you can park, it is essential to follow all posted signage.  Again, I apologize for your experience. If you have any additional questions or comments, don't hesitate to contact our Customer Care team at 614-688-0000.
  
  Thank you.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A parking ticket was issued on 9/12/22. This citation was issued at the stadium parking lot. The citation states it was issued due to “Disregarding Signs, Markings, or Barricades,” in which there were none visible. I was parked along a curb, unmarked with visible signage, paint, barriers, or markings. The reason I parked there was that there were no open, traditional parking spots, to which I have a paid parking pass of $400; I chose this spot as others were also parked there, and have been parking there, on multiple occasions, without noticeable recourse. I had already driven around for approximately 15 minutes, trying to access an open parking space, with no luck. I feel as though I should not have been ticketed, and ask why I was singled out? In addition, to have already submitted an appeal for this ticket, I eventually called Campusparc to ask about the status of the appeal to be informed it was denied, and that I "should've been sent an email" which I was not, nor is there any comments left under my denied appeal on the Campusparc website. The employee over the phone eventually read my reason for denial to me, with something around the lines of "purchasing a parking pass does not guarantee you a parking spot" and, "lack of signage does not constitute parking" for which I then asked to speak to someone to clarify a few things as it may be easier to present the situation over the phone and was then told that they do not handle "over-the-phone complaints". I would like a refund in the amount of $51.25 issued back to my account because of the lack of professionalism, communication, and adherence to Campusparcs Concession agreement, stating, "The Concessionaire shall install and maintain, in compliance with the University signage plan, informational and directional signage at the Parking Facilities to, at a minimum...the location of Permit and daily Parking Spaces" Being that there are no signs indicating parking in the spot chosen was prohibited.

  Business response

  10/18/2022

  Ms. ******,

  I believe your complaint is in reference to citation number **********. That is the only citation on your account that has been appealed and denied. The stadium lots actually have a sign at the entrance that spaces are "B" parking spaces unless otherwise noted. As your appeal response indicates, a parking permit does not guarantee the holder a specific parking space in a specific area but it provides the opportunity to park within a designated area for a permit type. As it is not feasible to sign all parking spaces, the signs at the entrance to the lot states parking is for B permit holders unless otherwise marked. Those other spaces are marked with signs at the ends of each parking row. 

  Since receiving this citation on 9/12/22, you have received two more parking citations. Please do not hesitate to contact our Customer Care office at 614-688-0000 to discuss where the permit you purchased can park. 

  The citation remains valid and since you have already paid for the one issued on 9/12/22, no further action is necessary on your part. The third citation remains unpaid and that one was issued on 9/30/22.

  Please let me know if I can assist you with anything else.

  Thank you,

  Kelly T

  Manager, Customer Care

  Customer response

  10/24/2022

  I am rejecting this response because:

  due to lack of signage, as was stated, at the entrance, regarding B staff parking “unless stated otherwise”. Nor is there any signage or marking at curb areas. (I have photos). 

  I have purchased a $400 parking pass, with the expectation that I will have available and safe parking. This has not been the case, making it difficult to attend classes and putting myself in unsafe situations by having to park elsewhere, further from classes, and walking by myself.

  This is clearly a "Bait and Switch" situation. The sale of parking that's mostly unavailable; over selling the number of parking passes vs. the number of available parking. In addition, there are officers sitting, in wait, to ticket unsuspecting and desperate students, just trying to get to their classes. Using the lack of signage/markings to fulfill their ticket quota. 
  (I also have photos)

   I believe this company needs to be investigated for shady and unfair practices. There also needs to be clear and concise signage, barriers, and markings for "No Parking" areas. 
  I am fully prepared to push this situation until fairly rectified. The citations received need to be refunded and/or expunged. I am prepared to contact Columbus "Six on Your Side", as well as the Ohio Attorney General's Office, if need be.

  Thank you for your consideration and assistance in this matter. 
  

  Regards,
  

  Business response

  10/31/2022

  Hello,

  I am sorry you are not satisfied with the response, however, it is impossible to sign every single space on campus. Ultimately, it is the permit holder's responsibility to park in areas that your permit allows. Our Customer Care team is available Monday through Friday to provide any clarification you may have when parking and our website has information regarding specific permits and where those permits can park. The Customer Care phone number is 614-688-0000. CampusParc is following the concession agreement written by the Ohio State University. You are welcome to view the legal document on our website, osu.campusparc.com.

  Thank you,

  Kelly T

  Manager, Customer Care

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Email to Campus park 6/22/22 I am a current non-degree seeking student/post doctoral student here at Ohio State. I believe due to my "non-degree seeking student" position, I was not sent the information to enter the lottery for a downgrade to monthly Central Campus B lot starting in August, however, am being required to get an A permit. Is there a chance the exception can be made as I was not given the previous information that all other professional staff was given regarding permits? Reply 7/8: A systems error prevented you from receiving the upgrade/downgrade email on May 2. We sincerely apologize for this error. However, we did provide details about the upgrade/downgrade lottery in the email you received from us on April 29 about parking pass changes, and information on the lottery was also posted in onCampus Today at the beginning and end of May. It was acknowledged that I was not sent appropriate emails that every other staff member got, but I still was told to deal with the change. I am only looking to keep the staff parking that I currently have-the one that was available in the downgrade program in the email I did not receive.

  Business response

  07/26/2022

  Hi *******,

  I apologize you did not receive the email and didn't receive the fact that we do have an exception process outside of the normal upgrade/downgrade process. I have returned the A permit you set up to begin on August 1, 2022 and set up your B permit that will begin on August 1, 2022 and expire on July 31, 2023 to be paid through payroll deduction. 

  Please let me know if there is anything else I can assist you with. The easiest way to reach is by emailing osuinfo@campusparc.com.

  Have a great evening,

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

  Manager, Customer Care

  Customer response

  07/28/2022

  [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,
  
  ******* *******

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 28th, 2022, I purchased a surface lot pass for $153. I then had it switched to an A (faculty) central campus pass with garage access for $102. I was then refunded $51. I was under the impression that the leftover $102 would be used to cover my June parking pass as I believed that the pass was for June and July since my employment with OSU began June 6th. I only realized after my June paycheck that I was still charged $102 for the month of June in addition the $102 charge for the month of May - despite not being eligible for a pass until June (when I became employed) and being misled that my pass would be for June and July. I spoke on the phone with a customer service representative on July 15th, 2022. They put me on hold, and then told me they were on hold waiting for an answer. They then asked for a number to call me back at once they had an answer. I did not receive a call back. I spoke in person with a Team Lead at approximately 2:30pm on June 18th, and they told me that I was charged for 3 days in May because I purchased it in May. They said they were unable to offer me a refund. However, I was deeply misled to believe I was purchasing a pass proactively for June. I would like the $102 refund.

  Business response

  07/20/2022

  Hello,

  
  I apologize for what appears to be misunderstanding/miscommunication. CampusParc does not prorate days within a month so if you purchase your permit on the first of the month or the 20th of the month, it is the same price for the permit. However, I do understand that may not have been communicated very well. I am certainly happy to refund you the $102.00 you paid for parking during the month of May. The $51 refund was for an overnight temporary monthly permit that was purchased on 6/1/22. To receive the refund for May, please complete the refund request form on our website. https://osu.campusparc.com/get-a-permit/return-request-form/ 

  Once I receive that form I can being the refund process and mail out a check.

  Thank you,

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

  Manager, Customer Care

   

  Customer response

  07/21/2022

  [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.  I completed a refund request form as requested.  I completed one 2 weeks ago as well.
  Regards,
  
  ***** ******

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from this company saying I owe them $81 because a vehicle showing my vehicle's license plate left an OSU parking facility without paying. I checked with my child who drives that vehicle, and he assured me that he was at school in Oxford, Ohio that day and provided evidence to show that. I filed an appeal through the CampusParc website in which I asked that they provide me some evidence that my vehicle was involved in the alleged violation such as a picture of the vehicle at that location on that date. The appeal was denied with no explanation. I then called and talked to a lady and again asked for evidence showing the violation occurred. She said they have no pictures or videos of the violation and asked if I wanted to have a supervisor call me. I said yes and received no call back. Today, I received another letter stating they have added a $10 late charge to my amount due.

  Business response

  05/18/2022

  Hi *******,

  Thank you for contacting CampusParc. I have conducted an in-depth investigation of this balance due form and find not enough evidence to prove this citation belongs to your license plate. The citation has been voided and you have a zero balance due. I apologize for the inconvenience.

  Have a great day!
  
  Sincerely,

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

  Manager, Customer Care

• Initial Complaint

  03/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband is a new employee of ****** ******* ****** and was told to buy a specific parking pass. Husband went on line and placed his order, he got confirmation email and waited 5 days for the temporary QR code so he could park for work. When he went to use the QR code it did not work. He was told it was for a different location. When he called the customer service line they told him the pass he ordered was not available so they just gave him any pass and took the $97. They said they don’t do refunds. The pass they just randomly gave him is for a parking garage across town miles from his work location. Instead of telling him the pass was “sold out” they gave him a completely useless pass that will not be used and said sorry but we don’t refund passes and your stuck with the pass they randomly assigned and not the one he ordered and refused to do anything about it. They basically stole $97 and said sorry not sorry. This has to be illegal, if not it’s unethical business practices.

  Business response

  03/14/2022

  Hello,

  To research this issue, we need more information regarding your husband's account. What is his employee ID number?

  Thank you,

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

  Manager, Customer Care

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a parking warning on December 12 for the license plate not being visible without any further comments. Received a parking ticket ($15) on January 13 for the license plate not being visible with the comment (license plate not visible from drive lane). The business does not have any visible signage within their operating facilities and grounds that mention having a license plate visible from the drive lane nor did their original parking warning include such a comment. This is lying to the consumer. They also said, "Head-in parking is required; license plates must be visible from the drive lane adjacent to the vehicle" in my appeal comments. There were multiple cars, more than you can count, that is not head-in parking, and they have no issue with their parking. Appealed the first time and they did not listen to such reasoning. Denied my due process of a second appeal, violating my constitutional rights.

  Business response

  02/02/2022

  Raymond,

  You received an initial warning citation for the same violation on 12/12/21. In addition to the citation being placed on your windshield, we also followed up with a citation warning email on 12/13/21. The content of that emaili is attached. You violated that same policy on 1/13/22 which prompted another citation with a violation fee of $15.00. 

  Paid parking is required at all times when parking on campus. CampusParc uses license plate recognition to verify paid parking so the license plate must be facing the drive lane so it can be scanned. Because we had already issued you a warning a month earlier, your appeal was denied. 

  If you ever have any questions about parking on campus, please contact our Customer Care Center at 614-688-0000.

  Thank you,

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

  Manager, Customer Care

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of occurence 10/27/2021 (ticket has wrong year on it). Ticket is attached. I just received my first notification of this ticket on 1/6/2021 and have made several attempts to make the original $13 fee, even at the time the service was rendered. I spoke with an OSU customer service representative for Campus Parc. I was charged with this violation as a result of a faulty Credit Card reader in one of your garages. It was not my fault that a campus parc individual had to let me out of the garage as I had money to pay my toll/fee. These are Unpaid fines I should not have incurred providing OSU CampusParc payment machine was working correctly but was not. I am requesting a copy of the ticket, any fees incurred since the violation date, and the verbiage where it states I am liable for their faulty machinery not accepting valid payments. The original fee was $13.00. Now the fee is $94 and they are threatening to put it on my credit.

  Business response

  01/13/2022

  Hi *********,

  Our Project Specialist, Bjorn W**********, responded to your email yesterday at 4:06pm. His email states the following:

      We do understand and that is why we provided a grace period of 2 weeks to provide a reasonable window in which to pay. I think you misunderstood the attendant as you     have the option to mail payment in. I will provide a reduction back to the original amount and this is reflecting online. If the original fee remains unpaid after 2 weeks, I     will have no choice but to reinstate the fine. Please let me know if you see any other amount than the original $13 reflecting so I can look into it, but I don't think you'll     find that is the case. Please let me know if you have any questions.

  He reduced the Balance Due Form back to the original fee due of $13.00 to pay for your parking. Please pay that amount in the time frame mentioned so the late fees are not added back on. The payment can be made online, mailed or in person.

  Thank you,

  Kelly T******

  Manager, Customer Care

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a ticket on December 20th 2021 for parking in staff parking space with only student permit. All of the student parking spaces on our company lot are occupied by states and other impounded vehicles. The only available space for student to park is staff parking space. I tried to appeal the ticket twice, and basically I was told that it is my responsibility to park it in the right spot. How am I going to park it in the right spot when there is literally no space left for student parking? It is CampusParc’s responsibility to provide adequate parking solution, yet CampusParc is pushing its responsibility onto its customers. The lack of student parking space on our company lot has been an issue for years. Instead of actually resolving the problems, CampusParc decided to ticket the vehicles that were forced to park in the wrong spots. As a student, I have already paid too much for having a student permit, and why do I have to use my hard earned money to pay this ticket because CampusParc is failing to acknowledge and fix the problems?

  Business response

  01/05/2022

  Mr. ***,

  Thank you for providing your feedback through our appeal processes. As mentioned in your secondary appeal response from our Senior Manager, permit eligibility, i.e. staff versus student parking permit eligibility is determined by the university. CampusParc has a concession agreement with the university and are bound by the guidelines and rules in that agreement. A parking permit does not guarantee the holder a specific parking space. It provides the opportunity to park within an area designated for a specific permit type. Drivers are responsible for finding an authorized parking space. Lack of available space, inclement weather, or other conditions do not justify parking illegally. Parking space is always available on campus, though it may not be as proximate to your destination as desired. The concession agreement between the university and CampusParc is available on our website, osu.campusparc.com.

  Thank you,

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

  Manager, Customer Care

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I parked in the open lot, that I have been parking in for multiple years with no issues. I pay more than $425 a year to park. I received a ticket 11/16/21 saying I was not within the permitted zone. There is no signage in the lot saying it is a restricted zone. I appealed it through CampusParc, and it was denied, saying there is signage (there is not - photographic evidence attached) and I could have gone online to look up parking maps. If they did in fact change the rules, they did so without notifying their customers in good faith and seem to be purposely not leaving signage in order to get tickets. This is a pattern of fraudulent tickets, as I have had them issue me incorrect tickets before or not leave a physical ticket, so if I had not been vigilant about appealing, they would have been able to get multiple incorrect charges.

  Business response

  01/03/2022

  Hello ******,

  Thank you for contacting us. As a student with a C permit, you would not be allowed to park in the Kottman North Lot. That parking lot has a default governing sign of A parking posted to the right of the driveway entrance (see attachment). Your C permit requires you to park in any unrestricted C space on campus from 5am - 4pm. After 4pm, until 3am, you may park in any unrestricted A, B, or C space on campus. I have also attached a snippit of our parking map that is available on our website, www.osu.campusparc.com to show you the area where you can park with your C permit. The colors on the map are coded as follows: red indicates A parking spaces; orange indicates B parking spaces; and green indicates C parking spaces. Several of the scans our license plate recognition has captured of your license plate indicates that you do park in the Sisson Lots which is a good area for C parking.

  The parking map is available on our website 24/7 but our Customer Care Center is also available Monday through Friday, 7:30am - 6:30pm at ###-###-#### if you ever have any questions as to where your permit allows you to park.

  Cordially,

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

  Manager, Customer Care

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