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.

• Initial Complaint

  Date:10/10/2022

  Type:Billing 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.

  A parking ticket was issued on 9/12/22. This citation was issued at the stadium parking lot. The citation states it was issued due to “Disregarding Signs, Markings, or Barricades,” in which there were none visible. I was parked along a curb, unmarked with visible signage, paint, barriers, or markings. The reason I parked there was that there were no open, traditional parking spots, to which I have a paid parking pass of $400; I chose this spot as others were also parked there, and have been parking there, on multiple occasions, without noticeable recourse. I had already driven around for approximately 15 minutes, trying to access an open parking space, with no luck. I feel as though I should not have been ticketed, and ask why I was singled out? In addition, to have already submitted an appeal for this ticket, I eventually called Campusparc to ask about the status of the appeal to be informed it was denied, and that I "should've been sent an email" which I was not, nor is there any comments left under my denied appeal on the Campusparc website. The employee over the phone eventually read my reason for denial to me, with something around the lines of "purchasing a parking pass does not guarantee you a parking spot" and, "lack of signage does not constitute parking" for which I then asked to speak to someone to clarify a few things as it may be easier to present the situation over the phone and was then told that they do not handle "over-the-phone complaints". I would like a refund in the amount of $51.25 issued back to my account because of the lack of professionalism, communication, and adherence to Campusparcs Concession agreement, stating, "The Concessionaire shall install and maintain, in compliance with the University signage plan, informational and directional signage at the Parking Facilities to, at a minimum...the location of Permit and daily Parking Spaces" Being that there are no signs indicating parking in the spot chosen was prohibited.

  Business Response

  Date: 10/18/2022

  Ms. ******,

  I believe your complaint is in reference to citation number **********. That is the only citation on your account that has been appealed and denied. The stadium lots actually have a sign at the entrance that spaces are "B" parking spaces unless otherwise noted. As your appeal response indicates, a parking permit does not guarantee the holder a specific parking space in a specific area but it provides the opportunity to park within a designated area for a permit type. As it is not feasible to sign all parking spaces, the signs at the entrance to the lot states parking is for B permit holders unless otherwise marked. Those other spaces are marked with signs at the ends of each parking row. 

  Since receiving this citation on 9/12/22, you have received two more parking citations. Please do not hesitate to contact our Customer Care office at 614-688-0000 to discuss where the permit you purchased can park. 

  The citation remains valid and since you have already paid for the one issued on 9/12/22, no further action is necessary on your part. The third citation remains unpaid and that one was issued on 9/30/22.

  Please let me know if I can assist you with anything else.

  Thank you,

  Kelly T

  Manager, Customer Care

  Customer Answer

  Date: 10/24/2022

  I am rejecting this response because:

  due to lack of signage, as was stated, at the entrance, regarding B staff parking “unless stated otherwise”. Nor is there any signage or marking at curb areas. (I have photos). 

  I have purchased a $400 parking pass, with the expectation that I will have available and safe parking. This has not been the case, making it difficult to attend classes and putting myself in unsafe situations by having to park elsewhere, further from classes, and walking by myself.

  This is clearly a "Bait and Switch" situation. The sale of parking that's mostly unavailable; over selling the number of parking passes vs. the number of available parking. In addition, there are officers sitting, in wait, to ticket unsuspecting and desperate students, just trying to get to their classes. Using the lack of signage/markings to fulfill their ticket quota. 
  (I also have photos)

   I believe this company needs to be investigated for shady and unfair practices. There also needs to be clear and concise signage, barriers, and markings for "No Parking" areas. 
  I am fully prepared to push this situation until fairly rectified. The citations received need to be refunded and/or expunged. I am prepared to contact Columbus "Six on Your Side", as well as the Ohio Attorney General's Office, if need be.

  Thank you for your consideration and assistance in this matter. 
  

  Regards,
  

  Business Response

  Date: 10/31/2022

  Hello,

  I am sorry you are not satisfied with the response, however, it is impossible to sign every single space on campus. Ultimately, it is the permit holder's responsibility to park in areas that your permit allows. Our Customer Care team is available Monday through Friday to provide any clarification you may have when parking and our website has information regarding specific permits and where those permits can park. The Customer Care phone number is 614-688-0000. CampusParc is following the concession agreement written by the Ohio State University. You are welcome to view the legal document on our website, osu.campusparc.com.

  Thank you,

  Kelly T

  Manager, Customer Care

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service 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.

  Email to Campus park 6/22/22 I am a current non-degree seeking student/post doctoral student here at Ohio State. I believe due to my "non-degree seeking student" position, I was not sent the information to enter the lottery for a downgrade to monthly Central Campus B lot starting in August, however, am being required to get an A permit. Is there a chance the exception can be made as I was not given the previous information that all other professional staff was given regarding permits? Reply 7/8: A systems error prevented you from receiving the upgrade/downgrade email on May 2. We sincerely apologize for this error. However, we did provide details about the upgrade/downgrade lottery in the email you received from us on April 29 about parking pass changes, and information on the lottery was also posted in onCampus Today at the beginning and end of May. It was acknowledged that I was not sent appropriate emails that every other staff member got, but I still was told to deal with the change. I am only looking to keep the staff parking that I currently have-the one that was available in the downgrade program in the email I did not receive.

  Business Response

  Date: 07/26/2022

  Hi *******,

  I apologize you did not receive the email and didn't receive the fact that we do have an exception process outside of the normal upgrade/downgrade process. I have returned the A permit you set up to begin on August 1, 2022 and set up your B permit that will begin on August 1, 2022 and expire on July 31, 2023 to be paid through payroll deduction. 

  Please let me know if there is anything else I can assist you with. The easiest way to reach is by emailing [email protected].

  Have a great evening,

  ***** *******

  Manager, Customer Care

  Customer Answer

  Date: 07/28/2022

  [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:07/18/2022

  Type:Customer Service 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.

  On May 28th, 2022, I purchased a surface lot pass for $153. I then had it switched to an A (faculty) central campus pass with garage access for $102. I was then refunded $51. I was under the impression that the leftover $102 would be used to cover my June parking pass as I believed that the pass was for June and July since my employment with OSU began June 6th. I only realized after my June paycheck that I was still charged $102 for the month of June in addition the $102 charge for the month of May - despite not being eligible for a pass until June (when I became employed) and being misled that my pass would be for June and July. I spoke on the phone with a customer service representative on July 15th, 2022. They put me on hold, and then told me they were on hold waiting for an answer. They then asked for a number to call me back at once they had an answer. I did not receive a call back. I spoke in person with a Team Lead at approximately 2:30pm on June 18th, and they told me that I was charged for 3 days in May because I purchased it in May. They said they were unable to offer me a refund. However, I was deeply misled to believe I was purchasing a pass proactively for June. I would like the $102 refund.

  Business Response

  Date: 07/20/2022

  Hello,

  
  I apologize for what appears to be misunderstanding/miscommunication. CampusParc does not prorate days within a month so if you purchase your permit on the first of the month or the 20th of the month, it is the same price for the permit. However, I do understand that may not have been communicated very well. I am certainly happy to refund you the $102.00 you paid for parking during the month of May. The $51 refund was for an overnight temporary monthly permit that was purchased on 6/1/22. To receive the refund for May, please complete the refund request form on our website. https://osu.campusparc.com/get-a-permit/return-request-form/ 

  Once I receive that form I can being the refund process and mail out a check.

  Thank you,

  ***** *******

  Manager, Customer Care

   

  Customer Answer

  Date: 07/21/2022

  [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.  I completed a refund request form as requested.  I completed one 2 weeks ago as well.
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/05/2022

  Type:Billing 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 received a letter from this company saying I owe them $81 because a vehicle showing my vehicle's license plate left an OSU parking facility without paying. I checked with my child who drives that vehicle, and he assured me that he was at school in Oxford, Ohio that day and provided evidence to show that. I filed an appeal through the CampusParc website in which I asked that they provide me some evidence that my vehicle was involved in the alleged violation such as a picture of the vehicle at that location on that date. The appeal was denied with no explanation. I then called and talked to a lady and again asked for evidence showing the violation occurred. She said they have no pictures or videos of the violation and asked if I wanted to have a supervisor call me. I said yes and received no call back. Today, I received another letter stating they have added a $10 late charge to my amount due.

  Business Response

  Date: 05/18/2022

  Hi *******,

  Thank you for contacting CampusParc. I have conducted an in-depth investigation of this balance due form and find not enough evidence to prove this citation belongs to your license plate. The citation has been voided and you have a zero balance due. I apologize for the inconvenience.

  Have a great day!
  
  Sincerely,

  ***** *******

  Manager, Customer Care