I typically fly out of the small regional airport that is
six miles from my house. Occasionally, flight times or fares make flying out of
Boston Logan the better option, despite it being an hour’s drive away and
having super expensive ($20/day!) parking.
There are a number of private lots around Logan that offer
slightly cheaper rates, and I had used one before without issue, so I went that
route again. This time, I found a lot through a company called Way.com that
outsources parking to third-party business in areas around the country.
The website reviews were great, the lot had more than 500
parking spaces, and the best part was the valet aspect of the service:
“Our friendly employees help
with your luggage and ensure that when you come back your vehicle is warm in
winter (with snow removed), and cool in summer!”
I would be getting back at midnight when temperatures were
forecast to be well below zero, so the idea of having my car warmed up and
ready sealed the deal.
I was confused and a bit apprehensive when I arrived because
the lot only fit maybe 20-30 cars. But there were other customers awaiting the
shuttle with me, and I figured the staff probably moved the cars to a bigger
lot for storage and back for pickup. No big deal. That’s what “valet” means,
right?
Upon return, my flight got in at midnight as scheduled. I
called the shuttle and the driver picked me up in a marked van within minutes.
So far, so good. There were other customers in the van with me. I texted my
friend to let her know I was safe.
Then, it got weird.
As we were heading to the lot, the driver asked for our
claim check numbers so he could call to have the cars warmed up. Which is
great, except he started calling in the numbers for four tickets while driving the van. I didn’t love
that he was not focused on driving as he kept shuffling the tickets around and
shouting numbers into his phone.
|
Search results. |
Then, we arrived at a huge, dark parking lot. This was not
the same lot where I left my car. I looked around inside the van for a sticker
or notice with an address for our destination. There wasn’t one. One of the
other guests and I exchanged nervous looks. It was midnight, it was dark, it
was cold, and we had no idea where we were.
Cars for two of the other parties in the van were warmed up
and ready for them. My car and that of my fellow shuttle passenger were not there.
The driver got out of the van, yelling into his phone to someone about our
missing cars, while my fellow passenger and I got more and more nervous.
Finally, the driver gets back in the van, and said he was
going to drive us to our cars. Except, he didn’t actually know where our cars
were. We drove around the lot, row by row, looking for our vehicles. I breathed
a sigh of relief when I saw mine. The driver hit the button on the key fob, my
lights flashed, we knew we had the right car. I grabbed my suitcase, handed him
a tip, and got in my car as quickly as I could.
I did opt to tip him because at that time, the reality of my
situation hadn’t sunk in, plus, I didn’t know the operations and whose fault
the mishap was. If it wasn’t the driver’s fault that my car wasn’t ready, I
didn’t see why he should be penalized. After all, he did drive me to my car at
midnight on a frigid
|
Actual photo of where I brought my car. |
night, right?
As I scraped the windows and warmed up the car, I looked
around. It was dark. It was cold. I still had no idea where I was. The driver
had zoomed off with the other passenger to look for his car. I was alone.
How would I have called for help when I didn’t know my
location? There was no where to walk to that I could see, and even if there
were any businesses around, what would be open at that hour? If I needed to
call Roadside Assistance for a jump start, or even the police, where would I
tell them to go?
My car started, I scraped the windows, and drove the hour
home. I was safe. I was sound. I chalked this up to life experience and vowed
never to use that lot again.
It took about 24 hours to really sink in just how
unacceptable this situation was.
How hard would it have been for the company to post a
sticker in the van with the drop-off address? Or better yet, include that
information on the contract at time of booking? And is it really not possible
for them to have a better system for getting the cars warmed up and ready than
having the driver shouting into his phone, reading off tickets while driving
(which clearly doesn’t work, seeing as two of the four cars were not ready when
we arrived)?
The contract included an email address to use to request
redress in the form of a full or partial refund in the event of any issues, so
I sent an email with the details and requested a refund.
The response:
We would like
to express our empathy for the shuttle troubles and will forward your
experience to our parking management team.
I wrote again, pointing out that I had requested a refund.
The response:
I do
apologize, but because the reservation was used in full, we are unable to
refund this reservation.
Because the reservation was used in full? They had to be
kidding. This is a non-reason for refusing to address my concern. Of course my
reservation was used in full! The issues were upon my return
So, I turned
to Twitter.
I tweeted that I would like an actual response to my
concerns, and that I was not okay with
paying for being abandoned in a dark parking lot at midnight.
Within hours, the company messaged that they would have the
customer service representative who had emailed me give me a call.
When she called, the
situation got even weirder.
“First, I would like to start by telling you that that was
not me who sent those emails,” she said.
“It was not you who sent emails from your account with your
name on them?” I asked, bewildered.
|
The online reviews were great. |
She explained that they were very busy, so to alleviate some
of the workload, a colleague had sent the emails.
Opening by passing the buck is an interesting customer
service strategy.
She asked me to recount my experience, and I did. She
confirmed that she had called the valet lot, which was a third party vendor
that her company contracted to provide the service, and they had corroborated
my experience. The manager there said that they do not explicitly state that
customers’ cars are moved to a different lot for storage, because the word
“valet” in the title implies this.
I agreed with her on that, but pointed out that nowhere was
it stated that I would personally be
returned to a different physical location.
I then explained my concern with being left in an unknown
location, at night, in the dark, alone. She agreed that that was not a good
experience, and offered to provide a refund for half of my fee. She then said
that she could not refund the entire fee because “the third party vendor still
has to get paid.”
|
Valet services were enticing. |
In other words, she expected the customer to pay the vendor
regardless of quality of service, so that her company would not be financially
penalized by their bad business practices.
Granted, this customer service rep had established from the
start of the phone call that her company had no intention of taking
responsibility for their contract.
I persisted with my request for a refund. She again said
that because the contract was fulfilled, the third party vendor still needed to
get paid. I explained that the burden of
paying them needed to be on her company, and not at the expense of my personal
safety.
She finally agreed to refund the full amount, but not before
saying that doing so would likely get her in trouble with her manager, because
they were supposed to reserve full refunds for “really serious” situations,
such as when a car is broken into, or – get this - when a customer was run over
by a shuttle driver.
That’s right – they have a policy in place for awarding
compensation to people who get run over by cars.
I was speechless. I am still speechless. I was further stunned
when, after our conversation ended, the customer service rep emailed me to
confirm the refund, and then said:
Also, a small
request if not too much to ask. If you could remove your social media posting
regarding your recent experience, this will help scale our team for future
growth. Our team appreciates your feedback and will work diligently to make
sure this doesn't happen in the future.
“This will help scale our team for future growth” ?!?
I do not understand a company that is more concerned with
hiding its bad business decisions than it is to work to correct those bad
decisions. There are so many ways this situation could have been handled
better. It’s really not hard to treat people with basic respect and take
responsibility when things don’t go as planned.
I, for one, will not use this company again. I have already found a
reputable source for airport parking options that has been vetted by a colleague.
I’m embarrassed that I put myself in this situation, but more than that, I am
angry that this is a business that feels that my situation was relatively minor
because, after all, it wasn’t like my car was damaged or I got hurt.