ComplaintsforAirport Trade Center LLC

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Receipt No. 49/3026/103 Ticket: ******* Date: 8/16/23 Makai Exit Entry: 2:39pm Exit: 3:26pm I validated my parking ticket after eating at Da Big Kahuna. When I went to the Makai exit station, I followed all the instructions to submit my validated ticket and exit the lot. Instead it would not let me out without paying $3 even though I had a validated ticket and was in the parked lot for less than an hour. I called the company for a refund and they stated that I should have pressed the help button (making it seem like it was my fault rather than acknowledging their system was not working). I was told they would do a one time refund or I could give them the last 4 numbers of the card over the phone. After some frustration and back and forth with your representative, they refused to issue the refund over the phone although I had my last 4 digits of the card number and my receipt. 1. The help button does not excuse the fact that your system failed to do its job and you need to correct the situation.2. Changing what had been communicated for reimbursement options is wrong, especially if my conversation with your representative turns argumentative and they are forcing me to come upstairs to get my refund. 3. There was another gentleman who came into the restaurant stating the same issue. I would bring into question your business practices and suggest an audit take place to determine exactly how many people incorrectly paid for parking due to your questionable business practices in regards to your parking stations.

  Business response

  08/25/2023

  Aloha ******.  The parking system at Airport Trade Center gets over 1,000-ticket transactions per day.  By far the majority of the ticket transactions start off just like yours.  A customer takes a ticket from the dispenser, visits one of our tenants, gets a validation sticker from the tenant and properly places it on the ticket, drives to the exit and holds the ticket in such a way that the scanner can read both the ticket bar code and the validation bar code. The gate opens and the driver exists the parking lot.  For 1 to 4 transactions per day, the ticket is held too close to the scanner or a finger is blocking a portion of the ticket, resulting in the scanner not being able to read both bar codes.  When this happens the "help" button is the very best alternative.  A push of this button connects the driver to customer service and the situation always gets resolved.  Over 95% of the time the ticket is being held too close to the scanner.  We will never know what happened in your situation because you put in $3.00 and drove off.  It likely was a simple fix
  

  I have asked our ATC customer service to issue you a $3.00 check and mail it to your ******* address on your complaint.
  

   

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