Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/15 waiting at the port for one hour and 30 minutes to pick all family up. In a contract supposed to pick up. We paid, we called no response. Had to rent taxi, I have disabled child

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9th we parked our car with this company and planned to use the shuttle to go and come back. We parked and were stuffed in a van with children and no car seats and adults sitting on adults. To top it all off when we got back on June 15, they never picked us up. Elderly, children, sweating in the heatthey left us there for an hour and a half. We called and were basically told a van had come but several families were waiting with us and none of us were picked up. We finally called an Uber and when the three families who had the same issue went to speak to the manager she said they have hundreds of clients and we just needed to get over it because its a courtesy- even though the driver who dropped us off gave us clear instructions to get back to garage on their shuttle. Then when they refused to help, pay for the Uber or return our money we got in the car to leave we got stuck behind yet another family who had to break the gate because they were told to pay cash and then this scam of a company tried to charge them again. It seemed they were taking cash for drive *** and still charging people when they got back.

  Business Response

  Date: 06/30/2024

  We Park in Miami is a parking company and we only charge for the use of those space short term. we provide courtesy shuttle service for the customers but we do not charge for the service and those who do not wish to wait have the option to arrange private transportation. We have multiple vans communing non stop to  with that said our shuttles are not taxies or private service and or waiting on demand. When this particular incident occurred with this customer, she was extremely rude to all of the employees onsite and proceeded to cause a scene onsite, manager onsite asked her to calm down and attempted to speak to her to find a resolution to no avail. We had another customer who also took a rideshare uber to the location and although our company does not refund Ubers considering the circumstances at times we make exceptions therefore we proceeded to refund the customer. Manager attempted to offer this customer the same resolution, but she continued to yell and display hostile behavior and hand gestures and employees did not feel safe and decided to keep their distance. 

  These allegations being made are completely false and it has become evident that they are being made in an attempt to get a reimbursement and free use of the parking space. This person has made it personal attacking the company via ****** review post (see attached) and now via BBB despite the fact our corporate office has responded to all the reviews and allegations. 

  The services for which she paid for was PARKING the vehicle remained at our facility safely for the days which she reserved and therefore we provided the services paid for which was parking. 

  Although we are not responsible for Uber, Lyft or Taxi refunds as per our policies, we are willing to refund the uber cost only with  receipt f the charges incurred. We will not refund the parking as she used the space for the total days of her travels.

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a parking space with Parkway parking to which We park was to be the provider. Got off the cruise line this morning 7/1/2023 at 7:30 AM to find no shuttle to the parking garage, despite supposedly there were 4. I called the number several times with no answer. Ended up having to take a taxi to the parking garage to retrieve my car. After several phone calls, come to find that the vendor (We Park) states that the shuttle is only a courtesy, despite my having paid for it. I am seeking reimbursement of my $30.00 that I paid for a taxi due to shuttle not being there to be returned to the garage.

  Business Response

  Date: 07/05/2023

  To whom it may concern:

  Parkway Parking is a vendor for our company which sell parking spaces for customers traveling out of the Port of Miami, The customers pay for parking and the shuttle service is a courtesy to the reservation. When customers book this information is provided to them and we clearly state on the fine print that we are not responsible for uber, lyft or taxi fees. 

  Enclosed you will find site information for the property where it clearly states our shuttle service is a courtesy and therefore confirms they paid for parking not for transportation. 

   

  Should you need further information please don't hesitate to contact us, 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20264667
  
  I am rejecting this response because:

  There was no shuttle provided back to the Parking area as indicated.  Stated return passenger shuttles began at 7:00 am.  We were in the shuttle pick up area from 7:30 am until 8:45 am.  We telephoned the number provided numerous times to have it go to a voicemail which was in turn full.  I as well as other parties waited for this shuttle until we opted to rent a Taxi service.  We gave up after 1 hour and 15 minutes.  The document states that the shuttles ran every 40 minutes. Upon speaking with We Park and Parkway Parking, I was told that there is no expectation of return shuttle despite it being posted not only on the reservation, but on the email that gave directions as to where to meet as well as details of shuttle contact.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/07/2023

  To whom it may concern:
  we still adhere to our policy that is listed on our website which states that The customers pay for parking and the shuttle service is a courtesy to the reservation. When customers book this information is provided to them and we clearly state on the fine print that we are not responsible for uber, lyft or taxi fees.

  Customer Answer

  Date: 08/07/2023

  If the shuttle is a "courtesy" then why was I informed that it was part of the package.  Furthermore, why are there instructions to where to meet the shuttle, and a telephone number (which was not answered when called several times) if the shuttle wasn't there within 45 minutes.  Apparently "courtesy" in your mind means "If we feel like it" rather than "it is a service we provide as indicated".

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20264667
  
  

  If the shuttle is a "courtesy" then why was I informed that it was part of the package.  Furthermore, why are there instructions to where to meet the shuttle, and a telephone number (which was not answered when called several times) if the shuttle wasn't there within 45 minutes.  Apparently "courtesy" in your mind means "If we feel like it" rather than "it is a service we provide as indicated".

  
  

  Business Response

  Date: 08/22/2023

  To whom it may concern:

  We still adhere to our policy that is listed on our website which states that The customers paid for parking and the shuttle service is a courtesy to the reservation. No where in the website nor via customer service does it state that you are paying for transportation; When customers book this information is provided and we clearly state on the fine print that we are not responsible for uber, Lyft or taxi fees. Our courtesy shuttles go to each terminal every 45 minutes this may be longer on days that port has more than 4 ships as internal traffic can be hectic. Keep in mind this is not a private ************************. We work like any other courtesy shuttle service such as hotels and other similar industries and depending on schedule customers do opt for using private transportation. Please review your receipt and booking information and you will confirm that you have only paid for parking not transportation. 

  Thank you 
  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20264667
  
  I am rejecting this response because you are not adhering to your own policy.  It stated that transportation vans would be by every 45 minutes and to call if it was longer than that.  We waited close to 2 hours and called your number several times.  It went to voice mail every time.  Only time I was able to get hold of anyone was @ 5 plus hours later.
  
  Sincerely,
  
  *********************