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:09/01/2024

  Type:Customer Service 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.

  After an emergency move/relocation, I attempted to call the number on the *** parking website associated with Baltimore locations in order to cancel my monthly parking pass subscription. This number (and several others) only led to voicemails for over two weeks. Finally, I decided to reach out to ***** *****, the location manager, to request the cancellation. ***** tells me I needed to give 30 days written notice and it is a nationwide policy (which contradicts the *** on the *** website, which says it is location dependent on cancellation policies). I explained that I tried to call, at which point ***** became condescending and uncooperative. Claims that due to being in another city, he will have to send me the policy later if an employee cannot readily access this policy, how is a customer expected to? Likewise, ***** was rude about me calling a number that went to voicemail. I used an official website to get the number I called, and he shamed me for not knowing it was wrong and not trying other avenues. I requested to escalate my claim to which I received no reply. I paid for the upcoming month (September) as I do not want my credit affected. I am being forced to pay $150 for a month of parking that I cannot use as it is no longer local, all because of predatory cancellation policies as well as inconsistent information throughout the company.

  Business Response

  Date: 09/03/2024

  Good morning,

   

  I spoke with ******* via email and I will share with you as well.

  Our cancellation policy stipulates that we require a 30 written cancellation. She sent me an email on August 29, 2024. I explained to her our policy and I sent her the language outlined in our policy. She responded by telling me that she was going to send an email to my corporate office. She then sent an email stating that she would make the payment. 
  

  I am including her email thread and a copy of our policy. Please feel free to reach out if you have additional questions. Thanks *****

   

  From *******:

  I am going to pay for September as I have had several issues with refunds etc. and want to be done with this garage for good. Please confirm that it will be cancelled effective 9/30/24. 
  
  I am also sending a customer service complaint to the corporate office as your second response was rude and dismissive, and part of the reason I will be glad to be done with this garage. It is not my fault that LAZ has incorrect information on their website, and being condescending only reflects poorly on you.
  
  ******* *********

   

  
  

  Snip from our policy:

  
  4. Termination of Parking
  
  A. Upon termination of parking, the parking card must be returned to LAZ Parking to receive a card deposit refund. (If applicable at the facility)
  The tenants parking account must be current and paid in full and the access card must be in working condition before a refund will be issued.
  Credit is based on the date the card is returned to LAZ Parking.
  B. The rental for a parkers final month will be prorated on a half-month basis only if a full month is not used. Cards turned in and canceled by the 15th day of any month will be credited for half a month. No credit for cards turned in after the 15th day of the month.
  C. All card deposit refunds are made within 2-6 weeks after the card is returned.
  D. 30 Days written advance notice of upcoming termination is required. Refunds will not be given without the written advanced notice of cancellation.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22220829
  
  I am rejecting this response because: it is simply a restatement of my complaint. Yes, the policy was *eventually* shared. Yes, I did pay (as regarded in my complaint) to avoid fees/effects on credit score. 

   

  The response did NOT explain the predatory policy and why 30 days notice is necessary to turn off monthly access. The response did NOT include an apology from/about the rude service agent, which to be honest, is my main complaint with LAZ. 

  I want a RESPONSE, not a re-telling.

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

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  This is the letter I sent them 5/31/23 - haven't heard back- tried to contact them on their website - each email address under customer contact states "page not found":Used your parking deck multiple days to attend a conference at the ***************************. Very convenient, not crowded, not expensive, and easy to use.Each day I came in there was a sign that said " in before 9 and out before 6" and paid $12.Problem - on Saturday 5/20/23, I arrived 7:50AM and the sign said it was $20, which I was required to pay upon arrival. When I walked into the deck to leave at 5pm, there was a sign that said "in before 9 and out before 6 : $12. (but I had I asked the attendant, he gave me the number and name of his manager. I called, left a message, but no response.I used the deck the next day (Sunday 5/21), and spoke to the manager on the phone- he stated that it was only weekdays for $12 dollars, and the sign states this.The sign doesn't say ***********: Since the sign on Saturday 5/20/23 stated $12, I should have only paid $12, not $20. I would like $8 refund on my credit card.I certainly will be back to ********* - thanks for you help **** ******* *******************

  Business Response

  Date: 06/28/2023

  On several occasions due to the nature of special events (baseball, football, arena events and other events); we often adjust rates. In order to prevent customers from not being aware of these rate changes we post special event rate signage at and near the entrances to our facilities. This is usually sufficient to prevent anyone from not being aware of any special event rates. Its my understanding that on the day you parked at our facility we had a special event and special event rates were in place.

   

  While we believe the rate you paid was correct, as a matter of customer relations and show you that we appreciate your patronage, we will refund you the full $20.00 to the address provided in the e-mail thread.

   

  We do apologize for any inconvenience and hopefully look forward to parking at one of our Laz Parking garages in **********