Horrible. Left us at the airport for 30 minutes at 1:00am. Had to call. They had our return flight listed for the wrong day. Unorganized and then charged me full price! Will NEVER use this parking service again which is sad because they used to be great.
You can't make up this stuff.I called the night before driving in at 5 am for a 7am flight. I turned into the lot and saw a shuttle boarding. I parked the car and the driver asked if I was going to the airport. After answering yes, I was told to drop my keys in the drop box and climb aboard. My wife and I were assigned in loaed our luggage onto the shuttle, while I dropped my keys in the drop box while being watched by the driver.The shuttle was pulled over by law enforcement enroute to the airport. The driver after returning to the van asked me if I was returning a rental car. The shuttle was for Enterprise Rental Car customers and I would need to be taken back to move my car to ValAir Parking. After the attendant at Enterprise informed me and the shuttle driver that there were no keys in the drop box, my wife's cooler head took over. She handed me her extra set of keys, told me to properly park the car, and ask the attendant if she could leave her name and number for when the keys showed up. ValAir explained parking options, shuttled us to and from the airport. The ValAir attendant on leaving gave me an old man discount. A rocky start to my Jamaica trip but never worried about my car
[additional comment following owner response: this is a great example and reinforcement of my experience - it is a customer’s right to follow up on a service issue at a provider. Following up on the issue and also being clear that they were losing a customer and any referral business is feedback any customer would provide in this situation. It goes without saying that her feedback is one sided and not accurate]
this is a company that only values "being right" vs. making it right. our car was damaged in the care of their valet lot (with someone in our car cleaning it) and the owner made no effort to remedy the situation, even in the smallest way, from a customer service or retention perspective. No grasp of customer experience issues and their implications of on the long-term viability of a business.
This is a company that values feeling “100% right” vs making any attempt to address customer experience issues. We left a car in their care including the interior to be cleaned, and when we picked it up 5 days later the heating and cooling dashboard controls completely stopped working and our car was blowing 80 degree heat at max speed. The owner claims she was 100% sure it was not their fault even though she acknowledged she was not the individual who cleaned our car nor did she observe them doing so. Therefore, the basis for her absolute certainty was very unclear. Our dealership stated that they had never seen something like this happen “spontaneously” with our car model and year. Not once did she acknowledge something could have gone wrong here nor made any offer (not even a coupon off a future visit) in order to try to make the situation right. We are lucky that we can afford the 600 dollars in charges she refused to make any amount of dispensation towards (in addition to the premium price of the cleaning which was not done well). I hope a less fortunate customer is not left in our shoes. Based on other responses I have seen to poor ratings, I’m sure there will be a detailed response that she was in the absolute right which is evidence of the core issue. I didn’t want to waste my time and energy posting this but I do want to prevent any future customer from visiting this business and having the exasperating experience of dealing with this ownership team.
If I wasn’t writing this to years ago I would’ve given them five stars but their service has gone downhill so badly, I cannot give them any more than two. Place they have stage the wrong car when I got to the airport. And in January when we got snow, they only had one employee covering all of these flights that were flying in after the snow. The manager should have stayed over instead of that one poor man freezing to death trying to transport people as well as stage cars. I am wondering if ownership has changed as it’s unusual to see someone going from being the best to worse then airport fast park. I would give them a zero .