Parking Management Company

Below is r.ail trail of events. Claim response is undatisfactiry considering the impact the incompetence caused and the lack of concern this company has shown. No response to emails or phone calls snd its been 9 budinesd days. NOT ONE RESPONSE.

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Seven days is unacceptable in this case. This isn't like a scratch or dent. This should have never happened My key was LOST and I was stranded in OKC. It's disappointing that you haven't even acknowledged how serious this is. Even though you haven't bothered to ask let me give you the details that transpired.

On Sunday (10/15) morning around 1030 I texted my ticket number in the hopes of having the car waiting for us by the time we got down to the lobby and checked out, but the response I got indicated that our ticket couldn’t be found. After getting all of our stuff and checking out, we went to the valet desk to retrieve the car. The valet guy first told us that the same ticket was assigned to two cars. I was immediately skeptical because I had the guest copy of the ticket in my hand, but I left it alone. The valet guy then came back a couple of times to verify my name and the make and model of the car. We were told the car was written down as a Toyota Corolla, but there was only a Toyota 4Runner and Toyota Camry (ours) in the lot. After waiting outside for over 30 minutes, we finally asked what the hold-up was and we were told that they were just taking care of the people in line before us first. Well, there shouldn’t have been anyone before us by that point, for one, and that’s not what you tell someone who you’ve had waiting in the cold for half an hour because of your screw-up. Come to find out the key was missing while we were being lied to the entire time. Management got involved and we were sent back into the lobby while the key was looked for. I attempted to call Wyndham corporate while waiting in the lobby, but conveniently couldn’t get ahold of anyone. I left a message and am still waiting for a callback. I'll be filing a complaint with them as well.

After TWO HOURS, the key had still not been found. No dealerships were open since it was a Sunday and the only solution you came up with was to have someone drive the spare key up from our home in Texas 3 hours away. We did not have anyone back home who could make the drive and after the valet lost one key, we were not about to trust a stranger via Uber or Lyft to bring the spare up to us. I talked to the hotel manager and the valet manager simultaneously and said that the solution was unacceptable and we would need a rental car to go home and retrieve the spare key to return the next day and collect the car. I was told it would take just as long to find a rental as it would for someone to drive the spare up. From TEXAS! THEN WHEN THAT WAS NOT AN OPTION I was advised you all could get an Uber in Fort Worth TX to obtain my spare from my home and drive it from Fort Worth to OKC. yall couldn't manage to keep up with my key and now you expect me to just have my spare key handed off to a complete stranger with nothing to lose if he/she lost my key or didn't make it to the destination with my key. Absurd. NO! At this point, I lost it. Not only did your irresponsible staff lose our key and leave us stranded 3 hours from home, but they were unwilling to help us find a reasonable solution to get back home. The only thing left to do was get a rental car and drive 3 hours to Texas and 3 hours back to OKC to retrieve my car! INSANE. I called around and was able to find a rental car available at the OKC airport myself. Luckily, Enterprise staff were a lot more understanding and willing to help than the assistance we received at your hotel. The valet manager was kind enough to book us an Uber to the rental car facility and we filled out a claim form with regard to the lost key and were finally on our way to a reasonable way home by 1:15. Needless to say after a very emotional morning, by the time we finally got home to Texas after being put in a Jeep Wrangler at the car rental place I was too exhausted mentally, emotionally, and physically to think about another 7-hour round trip back to OKC and back. I have never been so stressed out, upset, or anxiety-ridden, in my life. After spending $130 on a rental and even more money on gas to make the extra trip there and back, the car is back in our possession. When I FINALLY get my car I would have had to wait 1.5 hours to get the dealership to reprogram a new fob and then drive back to Texas. So in order to attempt to beat the traffic back to Texas we decided it made more sense to get it done near home. On Tuesday I contacted a local dealership and scheduled an appointment for Thursday 10/19 to purchase a new key and have it programmed into the car. The key has finally been replaced which took me out of work for another 2.5 hours.

I am HIGHLY disappointed in the lack of service and care we received until the staff realized that we were not just going to leave them alone without them having to try to correct the mistake that THEY made. We didn’t lose the key. The only mistake WE made was trusting YOU and the hotel with our valuable belongings. I will still be trying to reach out to corporate. THIS IS NOT SOMETHING TO TAKE LIGHTLY. WHAT IF I HAD A FAMILY EMERGENCY AND NEED TO LEAVE PROMPTLY?! I am owed nothing short of a refund for ALL out-of-pocket expenses I had to pay due to YOUR HUGE mistake including the entire day off from work my daughter and I had to endure as a result of this mess. It's unheard of! I am so upset with this whole situation. I am not sure if this was my first stay with Wyndham, but it will likely be my last and I will make sure everyone I know and love is aware of what happened so they can make judgment calls themselves about your company’s ability to take care of paying customers.

Attached are the receipts for the rental car, gas for the rental, and the replacement and programming of the key fob as a result of this unconscionable chain of events. My daughter and I also missed an entire day of work and I missed another 2.5 hours getting the key and reprogramming the key. Let me know what you need to reimburse us for that as well. Based on the situation and facts above I expect this claim to be given priority. I would appreciate acknowledgment of the receipt of this email and prompt handling.

If that cannot be accomplished, I will need a call from a manager.


On Fri, Oct 20, 2023, 3:17 PM Claims Processing wrote:

Hello

Generally 7-10 business days.

Thank you

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Description automatically generated

Claims Administration

Claims

3713 Charlotte Ave

Nashville, Tn 37209

O: [protected]

[protected]@parkingmgt.com

www.parkingmgt.com

From:

Sent: Friday, October 20, 2023 12:14 PM

To: Claims Processing

Subject: Re: 1023249 claim #

And what is the turn around time on payment?

On Fri, Oct 20, 2023, 7:00 AM Claims Processing wrote:

Ther is no 1 person assigned to your claim as there are several claim admins that work from the same mailbox. The invoices should be attached to an email and sent to [protected]@parkingmgt.com be sure to reference the claim# 1023249.

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Description automatically generated

Claims Administration

3713 Charlotte Avenue

Nashville TN> 37209

O: [protected]

Email: [protected]@parkingmgt.com

www.parkingmgt.com

From: shanon brewer

Sent: Thursday, October 19, 2023 8:02 PM

To: Claims Processing

Subject:

I need a reply to this email pretty quick as well as a name and number of a person I can contact. I need to submit all of our receipts for reimbursement and since it has been over 24 hrs from my last text with zero response I'm prepared to escalate of I do not hear from someone by end of day Friday October 20, 2023.

On Wed, Oct 18, 2023, 3:45 PM wrote:

Please correct my email address. It should be ×××××××××××××@gmail.com. Ben was kind enough to forward your email on to me since it was originally sent to the wrong email address.

I have an appt to get my key fib replaced and reprogrammed tomorrow 10/19 at 8:35 am at Freeman Toyota. My service advisor is Ms Charlene I am told.

If yall could pay them directly that would be awesome due to all the other expenses I have already been out as a result of this fiasco. How do I go about getting all the other expenses reimbursed? Car rental. Gas for car rental. Me and my daughter having to miss a days work etc.

Let me know if you are able to pay that in advance so I will know what to expect when I drop my car off tomorrow. I have to leave it for 2 hrs for them to program.

I would also be interested in knowing the status of where yall are in reeviewing and determining how this even happened. Over 24 hrs following this occurring no one had even reviewed video and this is something that should NEVER occur. And I would think there would be more urgency in investigating the issue of how this oc urged to begin with.

I'll await your prompt response.

Thank you

I cancelled my parking because the car I purchased was a lemon. # 1. PMC charged me for the entire month instead of ending it on the date I requested. I recently got a new vehicle and I have been trying to register it with parking. I have sent emails and numerous unanswered phone calls. Finally a callback, I was told that there is a 4 month waitlist ! That can't be so, I live in front of the parking lot... There have only been a few cars parked there, the lot has been practically empty. I tried explaining that my account say accepted under status and no end date for parking(I have parked there since 2020 with no issues). It also won't allow me to add a vehicle under the edit button or apply for new parking. Emails unanswered and rushed off of phone without a solution. I'm frustrated with this company. I already have a car decal and key fob... I don't see what the lack in communication is.

I parked my car on 11/1/22 at the OneCity free parking area in the short term spaces and entered my license plate number/vehicle information and credit card information as required in the spot in which I was parked. I returned within the allotted time frame, and saw a PMC employee taking pictures of my car. I inquired what they were doing and they told me that I had not registered my car in the spot. At that point, I pulled out my confirmation and showed the employee that I did indeed register my car in the parking spot (and was leaving within the free parking timeframe). They apologized for the misunderstanding and assured me that they would fix the mistake as they were having computer issues where cars were not showing up as registered on their software. However, I recently received a letter in the mail despite this confirmation that I owe $40 for illegally parking in the spot that I was told was resolved. I am very disappointed in PMC for again attempting to charge me money after assuring me that this had been resolved.

On 2/7/23 at 8:39pm, I received a parking ticket at a station after dining at Goodfellas. The lot showed no clear signs that payment was required; no meters or machines were visible. After discovering the ticket on my windshield, I found a small sign with a payment QR code in tiny font. Not everyone has a cell phone for such payments, but I would have complied had the sign been noticeable. At least eight other vehicles had the same issue, indicating the signage was inadequate. The entrance sign merely indicated 'parking' without mentioning a fee. Attached photos validate my claim. The ticket number and license plate details are included.

On November 18, 2022, my husband and I visited a commercial area. We noticed a sign indicating paid parking, so I parked at a nearby hotel, assuming it was free. Later, I received a notice for unpaid parking fees and a subsequent warning of vehicle immobilization. The notice lacked dispute instructions, and I believe the fees are unwarranted as I parked at the hotel.

We had our new vehicle, a 2021 Hyundai Venue in black, checked into the valet at the Homewood Suites in Downtown, and we checked out on August 5, 2022. When we received our car back from the valet there was a dent to our trunk, bumper, and rear side of our vehicle. We immediately showed the valet the damage we discovered; this was a brand new car and there was no damage when we gave the car to them. They filed an incident report with us right then and there and gave us their business card so we could make arrangements for the liability claim with the company. We tried for weeks calling them using the phone numbers on the business card, emailing them, leaving messages, and they never responded. We elevated it to our insurance company (USAA), and they too were unable to contact the valet service. When they left messages, the valet service never called back. To this day, the valet service has not responded to us or our insurance company to get this resolved. At the end of the day, our new car was in their care and received by them undamaged and returned to us damaged, and they must be held liable for that. This has been a horrible experience for us due to the valet service's non-responsiveness.

On 14 December 2022, I parked in the Landmark parking lot in ***, . I visited the kiosk and saw that I needed my license plate number to pay. So I returned to my car, checked my license plate number, and then revisited the kiosk where I paid for the privilege of parking there. I placed the receipt in the front window as instructed. The fee was $13+. I went to lunch at a nearby restaurant. While there, I received a text on my phone that said I was in violation of the parking rules -- that I had not paid the fee. That was blatantly untrue.Later yesterday, and again this morning, I received text messages stating I was in violation, and assigning a fee of $40 + $4 fee. I disputed the claim with a photo of my receipt and license plate in the background. I received an email stating that my fee had been reduced to $10. My position is that I own NOTHING, as I complied with the rules and paid for parking yesterday. I have spent no small amount of time trying to clear up the misunderstanding. The text messages do not allow for return texting. The website has a PO Box for correspondence. In essence, the parking management company engages in 21st century digital allegations, while allowing for only 20th century replies.

On 7/15/22 my car door handle was broken by an employee of the valet company and my SUV was returned with damage to the door and window. I have contacted the corporate office with no return call to date. A report was made on the night of the event and no manager was available on site. I was informed that I could not get a copy of the report. I asked for the manager to be called and he stated that an investigation would be conducted. I would like to see the video so that I can see how my door handle was broken and why my window will not rollback up. Because the door handle was pulled out of place the door no longer opens from the inside or outside of the car making it unsafe to drive. I missed work the Monday following the event so that I could get a rental. The rental car is costing me more than I can afford. However, I have to get to work and take my children to daycare. Due to my door handle being broken by the valet staff member I have incurred *** that are causing a hardship. The management are not responsive to my call requesting follow up from the corporate office. My door and window were working properly when I gave my keys to valet. This is not acceptable to not take responsibility for breaking my door handle.

Parking Management Company (PMC) offers valet services to hotels across the region. Over a month ago, items in the amount of $273 were stolen from my vehicle while in the care of PMC valet employees as well as my entire car being sorted through with my glove box and console being turned inside out. This occurred at Springhill Suites Downtown ***, . A claim was submitted to PNC [protected]) and for a month I was told I was being paid right away. I've followed up numerous times, only to receive lie after lie that my claim had been processed and I would receive a check "any day now". As early as last week on Oct. 25th, the claims manager, ***, told me my claim had already been processed and I would have my check in my mailbox "the next day, or two at worst.". When I came home on Sunday after a long week of travel, there was no check. Now *** is unresponsive, his voice mailbox is full, and during this entire process, it has been IMPOSSIBLE to get someone on the telephone when you call. A simple look at this company's *** reviews will show countless others making similar complaints with claims that apparently will never be paid. I want to put this behind me and want to be made whole. This has seemed like a game to them and I'm at the end of my rope.

I got this parking ticket at the Hixson Location hospital lot. The hospital no longer has a lease with the Parking Management Company. I've parked here for nearly 30 years as I've been seeing my doctor since my teens. There was no barrier or clear signage indicating it was now a paid lot, and no payment kiosk. The signs on light poles were easily missed. After my appointment, nearly every car had a ticket, showing the signage was not seen. The ticket shows a $35 charge, which is too much for a doctor's visit. An older man was upset as he couldn't dispute the charge without email. This company seems to be exploiting patients by charging them without clear notice. Moreover, the parking attendant was very rude. I am lodging a complaint with the company.

I received a $60 fine from PMC for parking in an unmarked dirt lot with no visible barriers. I was unaware it was a paid lot, as this was my first offense. I disputed the fine due to the lack of signage, but only received a dismissive reply. Despite contacting their office and leaving messages, I was told signs were present and the fine would go to collections. I advise caution when parking in this area and hope PMC improves their lot indications.

I parked my car on 11/1/22 at the OneCity free parking area in the short term spaces and entered my license plate number/vehicle information and credit card information as required in the spot in which I was parked. I returned within the allotted time frame, and saw a PMC employee taking pictures of my car. I inquired what they were doing and they told me that I had not registered my car in the spot. At that point, I pulled out my confirmation and showed the employee that I did indeed register my car in the parking spot (and was leaving within the free parking timeframe). They apologized for the misunderstanding and assured me that they would fix the mistake as they were having computer issues where cars were not showing up as registered on their software. However, I recently received a letter in the mail despite this confirmation that I owe $40 for illegally parking in the spot that I was told was resolved. I am very disappointed in PMC for again attempting to charge me money after assuring me that this had been resolved.I attempted to give my license plate number and ticket number, but it clearly did not go through the first time as the complaint was closed without my knowledge. My license plate # is *** and the ticket # is ***. I am attaching it here so that the complaint may be processed again. Thanks!

We used PMC services during our stay at *** in Savannah Ga 9/12/9. Upon leaving Tuesday 9/14 morning the valet was very irritated and rude screaming and cursing because he could not get the podium that holds the keys unlocked. Once he finally got assistance and got it open he went down to retrieve my 2017 Ford Explorer. Upon coming up from the parking garage (flying, might I add) he scrubbed the wheel covering on the right hand side of my vehicle. I heard the noise and he knew he had done something as upon getting out he looked back to inspect casually. I did not notice anything at the time, but on 9/17 I noticed that the paint is indeed scraped above the wheel. Not a huge deal. Mistakes happen. The issue is that we filed a report on 9/17 with the manager, Matthew. He was helpful and nice. As of October 7th I had yet to hear back from their claims department. Matthew apologized and asked me to go get an estimate and email it to him. Did this. Still did not hear anything again until I sent him a message asking for an update on 11/29. Finally received an email from PMC on 11/30 stating that they would not process the claim because they could not physically see and verify the damage in person. Requested a phone number to the company and they have diligently ignored my emails and request. My biggest issue is that it should NEVER take over 3 months to hear a reply from a company that caused damage to your vehicle after you have paid over 500 dollars for their services no matter the outcome!

I already filed a complaint with this company for non-responsiveness after they damaged our vehicle (see original complaint below). They responded to the complaint with instructions for our insurance company to email them at: *** and [protected]@parkingmgt.com.Again, my insurance company emailed them and after weeks of no response, I too emailed them with no response. This is how they get you, they refuse to respond once they tell you to email them. If they are at fault they refuse to correspond back. This has been going on for well over 3 months with no response/resolution from this company.ORIGINAL COMPLAINT: We checked in our new 2021 *** Venue, black into valet (PMC) at the Homewood Suites in Downtown ***, *** thru August 5, 2022. The valet returned our car with a new dent to our trunk, bumper and rear side of our vehicle. We immediately showed the valet of the damage we discovered, this was a brand new car and there was zero damage when we gave them the car. They filed an incident report on the spot and gave us their business card (both attached) so we can make arrangements for the liability claim with the company. We tried for weeks calling them using the phone numbers on the business card, emailing them, leaving messages and they never responded. We elevated it to our car Insurance company (USAA) and they to were unable to contact PMC and when they left messages, PMC never called them back. To this day, PMC has not responded to us or our insurance company to get this resolved. At the end of the day, our new car was in their care and received to them undamaged and returned to us damaged and they must be held liable for that. This has been a horrible experience for us due to PMC's non-responsiveness.

On retrieving our car from the valet post hotel checkout, we noticed missing designer sunglasses valued at $550 and $400 in cash from the console. We reported this to hotel management, who took our details and promised swift action. At home, I got an email from Billy, offering help if Matt, the city manager, hadn't contacted us. Matt called around 10 pm, promising a resolution by the next day. On 2/10, Julius from Parking Management asked for claim details. I replied with the theft costs: $550 for glasses and $400 cash, totaling $950. Later, I contacted Billy about the claim's status. The claims department offered $400 for the glasses, despite proof of their higher value. I sought clarification. On 2/28, after emailing Julius and Billy for an explanation and full compensation, the claims department acknowledged the glasses' full value but ignored the stolen cash. My follow-up emails on 3/1, 3/2, 3/5, and 3/9 went unanswered.

I emailed the valet manager about a poor car retrieval experience and await a response. Despite my attempts, there's been no reply. Prompt resolution would be appreciated. I'm looking forward to a response, thank you. "Hello, I'm from Richmond County and stayed at your establishment early April. My sister and I attended a nearby concert. We used your valet service, where a female attendant processed my car. Post-concert, retrieving my car was delayed. The staff mentioned parking congestion. After a long wait, a helpful employee found my unlogged keys in a miscellaneous drawer, tagged unusually. This caused significant frustration. The attendant who initially assisted me was nowhere to be found. Thankfully, my keys were eventually located, but I've yet to hear from the hotel regarding this incident."

During a recent trip, I parked and tried to pay at kiosk directly in front of our vehicle. I did so because there are no physical boundaries delineating parking ownership or kiosks. I was rejected multiple times with a message to the effect of "payment is not required at this time," so I proceeded into the hotel thinking that I would recheck after attending a venue later that night. A few hours later we were notified of a $60 violation #***, which we promptly disputed, including the details above clearly showing that I was happy to pay the proper cost; I simply was not properly instructed and left confused as to how. Once free from our venue, I promptly removed our car from the lot and parked instead in a lot where I was able to get a physical receipt with evidence of my intention to pay. My total time at the *** lot was less than 8 hours, but I was willing to pay $25 for a full 24 hour stay (a cost I had to look up later online because the costs and hours are not prominently displayed outright and instead are apparently only available on QR code signs spaced sparsely at random locations in the lot--signs that I did not notice until after trying to investigate where we went wrong). I am still willing to pay that same overnight price despite paying for a second parking spot the same night and despite moving after less than 8 hours of use, but the idea that I am punished with a $60 fee, --$35 more than what I was more than willing to pay from the start!--certainly seems to be a steep and unnecessary punishment for trying to pay the bill and being unsuccessful. Worse, the response we got from the dispute of the exorbitant punishment fee fully recognized that we made what must be a very common mistake by trying to simply pay at the wrong kiosk and implied that we should have just looked harder to make our payment. It's also unnerving the amount of information *** retains and was able to immediately notify me through (phone number, name, license plate, etc).

If you're looking for a valet company that WILL damage your car, lie about it, try to bully you, and make it clear they will not keep your vehicle safe, make sure use this awful valet company for 0*** Downtown Knoxville! Absolutely the worst customer service ever experienced. On Sunday afternoon the valet attendant was given keys to my truck, drove the truck (operable) off from the front of the hotel to park it and on Monday morning the truck is inoperable. Monday morning a new attendant went to retrieve my truck and a key (NOT from my ring ring) was broken off in the ignition sometime after picking up my truck, parking it, and delivering it to the parking lot. Corallee ***, the manager of this location swears up and down it was our fault the key was jammed into the ignition and broken off. And he said it was my own key that was stuck. No, the key that was pulled out of the ignition is NOT a duplicate for my truck. I even heard the excuse because, "The truck is older than dirt, like 40 years old," "that it could have had the key stuck for a long time." I spoke with 2 independent mechanics and I called ***. All three said it is literally impossible to have a key broken in the ignition and be operable. I had to pay a locksmith $154 to have the ignition switch repaired, which Parking Management Co is refusing to reimburse me for. This was the fault of one of Mr. employees. I did suggest he look at the cameras in the parking lot to see how many sets of keys the attendants had when delivering and attempting to retrieve the truck. Clearly one of Mr. attendants used the wrong key to try to start the truck. How often are his employees drug tested? Someone in their right mind would not have made a careless error. How safe are our vehicles left in this company's care when a careless, costly mistake was made and never admitted to? I asked Mr. for his boss' name and he refused and even said, "I'm the boss of the whole city." After Mr. K