This parking operator receives its payment by telephone. I followed its instructions but upon returning my car was "booted" for $113.25.
Upon arriving at the parking lot, I followed ParkMobile's sign instructions to a tee. I gave my car description, license plate number and credit card data. Upon returning another service, ******* ******************* had "booted" my car and would not release it until I had paid them $113.25. ParkMobile was negligent to not have advised them and now refuse to refund or make ******* refund the $113.25. ParkMobile acknowledges I had a 5-minute telephone call with them but didn't complete it. Bunk!! They had everything.
The consumer reached out to us directly after his experience and his vehicle as booted. We responded to him that we saw he called our automated system and that we would retrieve the data from that call to determine what he experienced. We sent the consumer the results of that investigation. The short story is that he did not complete his registration and therefore never created an account with us and of course never entered the specific parking area details that would have been required to pay for a parking session. Below are our findings which we sent to him and the more detailed version of the issue.
On 10/28/2013 the consumer placed a call to our automated system. The call was initiated at 12:19:17 and lasted until 12:24:16. Consumer entered license plate number information and credit card details but when prompted to agree to the Terms and Conditions of using the service he did NOT agree.
During the registration process, the system will outline the Terms and Conditions of using our service, and then it will ask you to agree to the Terms and Conditions. It will say, "To accept these terms and conditions, and complete your registration, say yes or press 1. To decline, say no or press 2." The system requires an affirmative answer in order to complete the registration process. If you give a 'No' response or press 2 at this point, the system will say, "You have declined to agree to our terms, so we can't complete your registration. You can learn more and register via our mobile app or online at www.parkmobile.com. Thank you for calling Parkmobile. Goodbye." It is in this way that the system is making sure you're aware that your registration process has not been completed. If nothing at all is said at the prompt, the prompt will repeat 3 times in order to give you ample opportunity to complete your registration.
Further, just as additional information, had the consumer stated 'yes' or pressed '1' at the prompt to agree to the Terms and Conditions, the system would have indicated it was registering the account, and it would have notified him that he was registered. It then would have asked 'Would you like to start a parking session now?" When an affirmative response is given there, it then prompts you to enter your zone number from the Parkmobile signage, choose a duration, agree to the cost, etc. Of course, none of this took place because the consumer never agreed to the Terms and Conditions in order to register the account.
The consumer indicated he did everything required and that we had all the information we needed, but the data shows he did not. While we can see plainly he did start the process and it is our belief he was planning to register and pay for parking, it is not a Parkmobile fault that he failed to complete the process. There is no data to share with the parking operator if a consumer doesn't complete registration and doesn't start a parking session to pay for the parking.
We very much regret the negative experience, but again, must reiterate that there was no failing on Parkmobile's part. We made every effort to assist when he reached out to us after the fact to learn what he experienced. We provided him with the details above and indicated he should try to reach out to the parking operator to see if they would be willing to consider his attempt and perhaps 'forgive' part of the fee. This is out of our hands, and we have no say in what occurs at that point. He did not register an account with us (because of not completing his registration, as required) and did not use our service to pay for parking.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
After I gave my credit card number I asked if I was good to go and they said yes. That's when I hung up. On the internet there are similar complaints to mine. I stand by my statement. If you wish I can photograph their sign at the parking lot. It doesn't mention all the "stuff" that MobilePark stated to you.
Final Business Response
I believe there must be some confusion here. The consumer's call to us was on an automated phone system. There is no way the consumer could have asked the automated system if he was good to go and it wouldn't have responded "yes". It isn't that kind of system and it can't be asked questions.
I believer perhaps the consumer called someone else and is maybe remembering a phone call with that company?
I don't believe a sign from the parking lot would do anything to further this matter, as it doesn't have anything to do with the fact that the parking was not paid through our service since the account was not created.
Is it possible that the consumer called the parking operators directly and is confusing one of those conversations?
As the consumer parked in a lot operated by *************** in *******, he should take this up with ***************. Parkmobile does not own or operate the lots and we don't enforce with booting. We are the payment solution only. Since the consumer did not complete his account creation by agreeing to the terms and conditions when asked in the phone call with our automated system there is nothing Parkmobile can do to further assist this consumer. He will need to take this up with ******* ******* in *******. Perhaps he can determine if he spoke to someone there which might be the call he is remembering where he asked someone if he was good to go. Additionally, he can show them the effort he has made thus far and perhaps they could work with him on his request since he can show he had good intent.
We wish the consumer much success when he pursues his request with the appropriate company.