Pittsburgh Parking Authority

Review: The parking meters on south carson street keep taking quarters but do not issue the parking permitted time. After a call to the tech line of The authority they stated it is their policy to not refund or credit for such issues. This has happened 5 times of which I called once and was informed of this policy. Was basically told I had wasted my time calling. The city is stealing free money from its parking customers. After my call I was told this would be fixed, it has not.Desired Settlement: You can NOT have a policy to not refund money for a service that was not performed after the money has been accepted. Even if this was an automated parking machine.

Business

Response:

See attached File

9/11/13

Dear Mr. [redacted]:

Please be advised that this letter is in response to your letter of September 5, 2013

regarding a customer complaint involving parking meters on South Carson Street.

Recently the Pittsburgh Parking Authority upgraded the meters in this area with new

pay-by-plate technology within two phases, Phase 1 in 2012 and Phase 2

in 2013. The meters in South Side section of the City were upgraded in Phase 1 of the project.

Prior to installation the State of Pennsylvania’s Weights and Measures Department

performed a coin recognition test. All of the new meters, including those in South Side passed

this tests. I have enclosed copies of these reports for all of our new machines for your review.

I have also attached a photo of an actual meter which shows the Allegheny County Weights

and Measures inspection sticker affixed. Each of the new meters was inspected, tested and

labeled that it passed inspection.

I have also attached photos of a meters display. This is a step-by-step instruction process which

walks the customer through to completion. As you will see the customer is offered the ability to

confirm the information on each screen in order to continue by pressing the green button. The

information on each of the screen is as follows:

> The first screen indicates the cost per hour and time in quarter increments. This cost per

hour does vary depending on the section of the City. This screen also lists the days and

hours of enforcement as well as the area’s parking time limit.

> The second screen instructs to enter the vehicles license plate number.

> The third screen instructs the customer to insert payment, either credit card or quarters.

> The fourth screen identifies the amount of the coins registered as the coins are inserted as

well as notifies the expiration time for this purchase.

> The last screen verifies completion of the transaction and offers an option of

obtaining an optional receipt.

If the patron believes that their quarter has not registered they have the ability to end their

transaction by pressing the red cancel button located on the machine, and not continuing on with

their transaction. Cancelling the transaction will immediately return all quarters inserted up to

that point.

In addition the patron also has an option to press the help/info button which will direct them to

our 24-hour help desk. The help desk will create a report which in turns notifies the Authority

of a complaint on a particular meter. The Authority’s policy is to have the meter in question

evaluated within a 24 hour timeframe. If a meter has been found to be faulty, and the

appropriate documentation has been presented, the Authority will process a refund to the patron

and/or dismiss any ticket violation that may have been generated due to the meter issue.

I would be happy to investigate this particular customer complaint further if they are able to

provide additional information, such as date of transaction, street name, meter number (each

meter has an individual ID number displayed on the back of the meter), vehicle plate number,

purchase form (coin or credit card).

Please do not hesitate to contact me should you have any additional questions. If not we

will consider this matter resolved.

Consumer

Response:

When canceling the transaction, the correct change was not returned. The tech support line listed on the parking ticket was contacted. The support person told me the authority policy is to not refund the money or give any type of credit. Someone would be dispatched to check the meter for issues, but this kept going on several times after. Even at different meters. Based on the support line comments I never called again. This happened like 3 or 4 maybe more times. I stopped counting. And now just a bunch of policy copy smoke seems to be result.