Precise Park Link Ltd. (Saskatoon)

Good day;

The instructions for purchasing parking are clear on the machine, they are written as well as pictured. Our machines have a total of 4 buttons. Our phone number is located on every machine if the customer is not sure how to use the machine, our staff can walk you through your purchase.

The lot you were parked in is indeed $15 between the hours of 6am and 6 pm. If a customer wishes to purchase the day rate they press the max time button once, if they wish to purchase by the hour they press the time button until the desired time of expiry is in the led screen. If the time on the led screen is not correct a customer can turn the red cancel button to start the process over. Once the Led screen is showing the desired expiration time the customer presses the green print button and the pay stub prints. Once they receive the Pay Stub they can check the expiration time to ensure they are aware of the time their parking expires. The pay stub is then placed clearly on the dash with the time and date face up. How is it possible when your pay stub clearly told you when your ticket would expire did we in any way mislead you? When you had paid $15 but the expiry time was before 6pm, we would expect that to be the opportunity to call the number on the pay station to inquire why it did not expire at 6pm and not after an invoice has been issued.

The implication that we at any time mislead the customer is unfair and simply not true, we at no time dictate how much or how long a customer can pay for parking, the only rule is that the parker must pay for the entire time they are parked on the lot. We also conveniently offer Honk Mobile which allows a customer to extend and add time to their parking from anywhere.

The machines must be capable of purchasing the day rate or an hourly rate, customers who wish to park for a couple of hours have the choice as well a a reduced rate is offered for customers who are parking all day. The only 2 user buttons on this machine charge by time or by max time, we are sorry you had difficulties, however it was not because the information was not supplied. We suggest in the future you read all the information supplied or call the number on the pay station before an invoice is issued.

This invoice was disputed through our Dispute Resolution Department and found Valid, they did offer a reduced rate as the original invoice would be $40 or $60, not $25 or $49. We can not overturn the ruling as the Dispute Resolution Department would have had access to all the information when they made the ruling. The Departments job is simple, when they review the information they are determining if the invoice was written in error or if it is valid. Your invoice was valid as you were expired.

We will not be cancelling the invoice as indicated in the response from the Dispute Department.

Thank you
Customer Service

Good morning;

The complaint regarding this issue is unfounded, the complainant states that they could not pay on the lot because of machine failure. This lot has 2 machines, should one not be available there is a second machine available for use. Our machines are online 24/7 and report any malfunction, there was no error on either one of the machines in this lot.
There is also a phone number located on everyone of our machines should there be an issue. The Honk mobile app can be downloaded onto a cell phone; the proof of payment that was supplied in the dispute was a screen shot from a cell phone, therefor the customer could have called the office to validate. This is also the 5th invoice this customer has received on our lots for "Failure to display" therefor the customer was very aware what would happen if they left the lot without an active validation.
As indicated in all of our responses to the complainant from the Dispute Resolution Department, it is their purpose to evaluate if the invoice is valid. Personal circumstances are not taken into consideration to make the process fair for everyone, it is not their job to rule who's circumstances are more valid. In this case the invoice was ruled valid. In the notification of the ruling, the following was stated to the customer "The Dispute Department's job is to make a ruling; once the ruling has been made it will not be re-opened or overturned. Adjudication only determines whether the infraction occurred - it does not consider why it occurred. Personal circumstances are not considered. While it is your right to respond after a ruling is made it will not alter the outcome or change the ruling. An extension will not be offered if your 7 day reduce rate expires".
Payment for parking in an unmanned lot is due upon parking your vehicle, when a patroller enters the lot to check for validation they have no way of knowing how long a vehicle has been parked. They first check the dash for a pay stub, when one is not located they run the plate to check for online validation. When non is found they issue an invoice. If we allowed customers to leave the lot without paying for their parking it would make our job impossible. We offer a service, in exchange for the use of the land for parking, all of the patrons using these lots are required to follow lot rules.
For the reasons stated above the complainant had many other options that do not include leaving their vehicle on the lot without payment. We will not be overturning this ruling.

Thank you

Good morning;

As indicated in our last response, the customer had their dispute heard and there concerns voiced regarding the Parking Violation. The dispute process is done in writing, the reason for this is simple, to protect the customer and ourselves, both parties have a written record of everything that transpired.
When the ruling was made in regards to this Dispute, the customer was informed that the ruling was made, that an extension of the 7 day structured settlement would not be extended. Yet they chose to continue arguing a matter that was closed until the 7 days were expired.

Since the customer did eventually pay for their parking after leaving their vehicle with no form of payment in place. We are willing to reduce the $50.00 amount owing to $45.00 deducting the $5 paid for parking. This is the only consideration we can make under the circumstances as we did warn the customer of the consequences. The reduced amount of $45.00 will be offered for 7 days or 168 hours from 10:35 AM today (The Structured Settlement is an algorithm that will automatically roll over in exactly 7 days).

Thank you

Good morning;

We have been made aware of the dispute by the monthly parker. When a customer signs up for monthly parking they are entering into a binding contract and must read all the information and agree to the terms and conditions of parking to sign up.

The response from the parker making the complaint is that we were closed over the long week end making it impossible for the notice to be submitted. Notice must be submitted in Writing as indicated in the Terms and Conditions. An email or letter could have been sent at anytime prior to July 1st, 2019. Providing the post mark or the email was received in our office by Midnight on the last day of the month the written notice is accepted in our office.

The customer did not contact our office for information on how to cancel until July 2, 2019. Since all the information is provided, once when the link is emailed to the client prior to sign up and again when they must confirm that they have read and agreed to the terms and conditions the customer was made fully aware of how to cancel and the terms of cancellation.

The customers complaint is not valid or reasonable, we provided all the information to the client and provided the service that they required. We have provided a copy of the terms and conditions, as well as a copy of the email they received with the link to sign up for parking.

The clients parking contract will terminate on August 31, 2019 as indicated when his cancellation notice was provided.

Thank you

Good morning;

In regards to the Invoice number *** issued on Lot *** This was disputed with our Dispute Resolution Department. The customer received the invoice for an expired receipt/validation. A collection letter was sent to the customer informing them of the outstanding invoice due at $110.00, the Dispute Resolution Department ruling was to reduce the amount owed to $85 for 7 days, the Structured settlement has been extended for this customer twice and has now expired. This invoice is now due at $110.00.

Our Patrollers place every invoice securely under the windshield wiper of the vehicle. There is no other location that is more secure that our Patrollers can access. It is the sole responsibility of the driver to check for an invoice before leaving the lot. It is not our responsibility if the driver drives off without retrieving the invoice. In the case that somebody else was driving this vehicle and parked in violation, whoever was driving the vehicle is responsible to notify the owner that they received a parking violation.

We do not issue the violation to a person, but to the license plate. When an invoice is not paid within 60 days we must pay to do a search on the plate to access information such as the name and address from a plate number, therefore, in order to locate the owner of the vehicle and notify them of the outstanding invoice we must incur additional costs. This process is costly and additional administration and collection fees are then applied to the outstanding invoices.

Since the driver would have been aware by the signage that if they were parked on the lot without validation for any time period there would be an invoice issued. This lot not only has meters but also the Honk mobile app Site # *** this app allows the customer to add more time as needed and it will alert the the customer when they are about to expire. Since the parker is the only one who can assess the time they need to purchase, it is their sole responsibility to ensure they have adequate time.

As to the implication that we issue invoices and purposely do not place them on the vehicle, this is a ridiculous claim. We are in the business of renting parking spaces on behalf of the lot owners. Patrons are required to pay for the entire time they utilize a parking stall. We provide all the conveniences needed by the customer to ensure they DO NOT receive parking invoices. It is only when a customer does not follow the rules and regulations posted in the lot that they will receive an invoice.

The customer was expired when the invoice was issued, this invoice was written validly. The customer was already offered a reduced amount of $85 from $110.00, which was a structured settlement that expired in 7 days, we then gave the customer another 7 days to pay the invoice at $85. We will not be reducing the invoice again to an even lower amount for a valid invoice. This invoice was disputed through our Resolution Department, the ruling has been made and we are standing by that decision.

In the future we suggest that the customer pay for the entire time they are parked on the lot and follow the posted lot rules to avoid receiving an invoice.

Thank you
Precise Parklink (West) Ltd.
Customer Service

Good morning;

We have located plate number *** and Plate number *** in response to this dispute. These invoices were issued for failure to display. There was no valid payment on the dash of the vehicle when these invoices were written.

When the patroller comes to a vehicle, he is looking for the receipt on the dash to verify payment. On the occasion that the invoices were written, there was no payment information on the dash or the pay stub displayed was expired. As per lot rules, the customer is required to purchase parking at the parking meter and display the payment receipt clearly on the dash. When a customer does not purchase and display a valid form of payment an invoice is issued. The invoice is placed under the wind shield wiper of the vehicle. If a customer fails to retrieve the invoice. While it is feasible that a customer may miss or fail to retrieve one invoice from their vehicle, the plate number *** has received 14 Invoices since 2015. Which displays a habitual habit of failing to pay for parking.

The Privacy Laws in Saskatchewan do not allow private companies to search plate numbers to retrieve address information to notify the vehicle owner of outstanding invoices. Therefore the plate numbers are sent to a registered collection agency to obtain the information and notify the Vehicle owner of the outstanding invoice.

Our parking lots are businesses, the rules and regulations for parking are clearly stated on the signage. If a customer does not have a valid method of payment displayed on the dash or pay for parking using one of the phone apps they in violation of lot rules and will receive an invoice.

***, these invoices could have been avoided completely by following lot rules and purchasing parking. Each one of the issued invoices have a picture of the plate, on the lot as well as dash pictures showing outdated pay stubs displayed, or no pay stub at all.

We encourage all our customers to read the rules and regulation for parking, by parking on the lot the customer is agreeing to the terms of the lot.

Thank you

Precises Parklink (West) Ltd. - Saskatoon

Good afternoon;

*** tower is a multi-surface electrical site; this site offers 5 levels of monthly parking and 2 levels of daily parking. Each level of daily parking is equipped with a parking machine and signage indicating parking rules and instructions. The claim of climbing up and down levels of this building to pay for parking is unfounded. There are only 2 levels of daily parking; the machine on each level is no more than 60 feet from the farthest parking spot.
***. The individual making this complaint paid for parking before insuring there was parking available or securing the spot with their vehicle, the signage on both daily levels is directly beside the machine; the machine was used to purchase the ticket before parking yet they have stated that there is no such signage in the lot.

The signage states the following: Step 1 - Park Vehicle Step 2: Purchase Ticket Step 3: Display ticket on the dash board. At no time did we mislead the consumer on how to use our parking facilities. If customers are not familiar with how the parkade works they have only to refer to the instructions to park successfully. This parking facility uses the pay and display method which is a widely used method of parking; there are numerous different types of methods used in parking lots, which is why it is so important for the consumer to read the information provided.

Since the claims of no signage have been clearly proven wrong *** the very bases of this complaint is not based in fact. The claims of this happening regularly are absolutely untrue as this is an extremely rare occurrence in any of our lots.

We do not offer any type of refund for the error the customer made. We have no way of knowing if or how long the vehicle was parked in the lot after the fact. This error could have been completely avoided had the information provided been read, the consumer would have realized there was not a parking spot available and no funds would have been put into the machine.

Good afternoon;

In regards to the complaint about the Dispute Department. The Dispute resolution Departments job is to investigate the validity of the Invoice that was issued. The consumers dispute was ruled Valid because the invoice was issued validly. When a customer chooses to park their vehicle, they are required to read the signage provided, the information clearly states how to park successfully and the conditions & terms of parking. The machine, signage and the pay stub that prints from the machine clearly state that the pay stub must be displayed on the dash of the vehicle. When a pay stub in not on the dash, the vehicle was not parked in compliance of lot rules. The patroller must be able to clearly read the Date, the time of purchase and the expiry time to verify parking is paid for from the outside of a locked vehicle. We confirmed the vehicle was not in compliance, the Patroller took pictures of the dash at the time the invoice was written, the picture is embedded into the invoice through our Invoicing program. ***

Ms. invoice was issued for "Failure to display". When the patroller was at the vehicle there was no form of purchase displayed on the dash, he then ran the plate number through the system and confirmed no other type of payment was validated through the office or Mobile App. He issued the violation in compliance of lot rules, proof of payment is required at the time of parking. Providing a pay stub after the invoice is issued is not in compliance of lot rules.

We encourage all of our customers to read the information provided, we at no time mislead the consumer.

Thank you

Good morning;

As indicated in our last response the pay stub was not displayed. Our staff are thorough when they check a vehicle. If this was a case of a pay stub somewhere in the vehicle, if the patroller could have obtained any information even from a partially visible pay stub he would have recorded it as that is our policy.

We write hundreds of "Courtesy Notices" (Warnings) a month, if a courtesy notice would have fit this situation then one would have been issued.

The Dispute Resolution Department has made a ruling in regards to the this claim. This ruling will not be overturned, this invoice has been paid and we consider this matter closed.

Thank you