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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.
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On Fri, Oct 20, 2023, 3:17 PM Claims Processing wrote:
Hello
Generally 7-10 business days.
Thank you
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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
