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:02/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  A parking pass was purchased last fall and then cancelled a few months later. I submitted a request for a refund and was told a check would be sent to my address within 6 weeks of cancellation. However, I never received a check in the mail. Since then, I have tried to reach out numerous times over the phone and no one has made an effort to resolve this issue. I am owed $375.80, the account number is 1975519. I have offered to pick up the refund in person multiple times. I sent two emails to the recommended email address and have not heard back. The first email was sent on 11/21/22 at 10:05 am and the second one was sent 1/17/23 at 9:49 am (see attached). I would like to receive the full refund and can pick up the refund in person if needed.

  Business Response

  Date: 02/08/2023

  Hello,
  
  Thank you for reaching out. I apologize for this lost refund check issue. I am currently working with our team to provide you a solution. A member of my team will be contacting you via email at the email address you provided, as well as the email address on the permit account in question. If you have any additional questions, please contact us at 614-688-0000.
  
  Thank you.

  Customer Answer

  Date: 02/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/23/2023

  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.

  I was issued a citation from CampusParc for parking at the Ohio State University Hospital. I was told by OSU staff that I could temporarily leave my vehicle where it was when it received the citation. I appealed the citation with CampusParc and stated by reasons. CampusParc denied by appeal and did not address any of the concerns I expressed - mainly being that I was told by OSU staff members that I could leave my car there. Furthermore, they failed to send me notice of the appeal decision and months later sent me notices that I need to pay or they will be taking further action. After a phone call discussion with one of their staff members I was informed that in order to use the secondary appeal process, I first need to pay the citation. I did so and submitted a second appeal again explaining in more detail my reasons - I was literally told by OSU Hosptial staff members that I could leave my car where it was. CampusParc (******* the Assistant Manager) sent me an once sentence response saying they received a complaint from the valet manager (whom has a personal financial interest to remove cars). In sending this they fail to acknowledge any mistakes by OSU staff members. They fail to indicate that they will ensure that OSU staff members are consistent. They fail to take any responsibility for their lack of communication to their staff and to OSU. A one sentence response also indicates that CampusParc is not actually reviewing these appeals in any appreciable capacity. They steal my money by promising a fair review and then fail to deliver that fair review.
  
  Response by CampusParc to Second Review:
  
  Hello *****!! This citation was issued because of a complaint we received from the valet manager and the judgement will stand on this citation.
  
  Thank you for your time and understanding!
  *******
  Assistant Manager · Dispatch
  
  
  Second Appeal
  Dear Sir/Madam,
  
  I am writing this email as a second appeal of Citation 0222017898. Based on the response to the first appeal I am concerned about the integrity, fairness and completeness of the appeal review process. The response to the first appeal made no comment on the actual issue in play here which is the fact that an OSU staff member told me I could temporarily leave my car where it was due to the medical concerns at play. Weather this is true or not is still a question to me as I followed up with OSU medical staff at the front desk after the citation and again was told that they allow temporary periods for cars to be left unattended in that area (in front of the university hospital) for some medical visits. This indicates an implied condition on signage which is at OSU Staff discretion. So there is a serious problem here if I am being ticketed for following the directions of OSU Staff. (i) either CampusParc is negligent in informing OSU Staff of the rules and staff are unclear or (ii) some OSU Staff are applying the rules intermittently and telling patients conflicting information with what their internal practice is. In either case how is it fair or acceptable that I am the one now paying for these mistakes? Why was this not addressed in the response to the first appeal where I made this same point? Continuing the practice of fining people for following verbal directions is deeply concerning to me and hints at greater systemic issues within the CampusParc/OSU network.
  
  Thank you for taking the time to consider the greater issues at hand in this parking citation. I hope there is a resolution to this issue that is satisfactory to all parties.
  
  ***** Hong

  Business Response

  Date: 02/03/2023

  Hello *****,
  
  Thank you for reaching out to us. I'm sorry to hear about your recent parking experience at University Hospital. Ohio State Medical Center permits visitors to park in the drive lanes for only short periods, and the valet area is a no-parking zone at all times. If a vehicle is interfering with drive-lane operations, CampusParc is called in for assistance. According to our records, that is what occurred during your hospital visit. If there is ever a question of where you can park, it is essential to follow all posted signage.  Again, I apologize for your experience. If you have any additional questions or comments, don't hesitate to contact our Customer Care team at 614-688-0000.
  
  Thank you.