Crook of a Meet & Greet Company

Tanfies2

Hello all,

I wonder if someone could give me some advice please, as I’m going absolutely spare here.

Last month, I used one of those Meet & Greet type companies at Gatwick Airport, where you drop your car off, they take it away, meet you when you return etc.

It wasn’t Gatwick direct, it was a company called Gatwick Parking Spaces.

Anyway, dropping my car off was fine, chap met us on Level 5 Gatwick car park, took down the mileage, looked around the car, got me to sign a slip, off he went, off we went to enjoy our holiday.

Coming back, a completely different story. Called them as instructed at the baggage area, to give 20 minutes notice, was told they only had 2 drivers working, and that they were running behind.

When we reached level 5 in the Gatwick car park, I called them again, and basically got the same excuse, but no time-frames. After a 3rd call, they eventually turned up, around 45-50 minutes late.

When getting my car back, the driver wasn’t hanging around, he gave me my keys, I complained about the timeframes, and all he suggested, rather rudely, was to call head office, and then disappeared.

On first inspection, my car looked fine, but it was dark at 5am, very poor visibility, and my black car was covered in a dusty film, where it had obviously been parked up for a week.

It wasn’t until the following day, in natural light, that I noticed an impression in my back bumper, and after whipping away the dust, noticed a dent in the plastic, as if it had been reversed into a tow-bar.

Naturally, I complained to Gatwick Parking Spaces about this, and, after not responding to my email within 7-10 days, I chased them, but just got a very rude, short reply.

“AS per our terms and conditions, you should have checked your car and taken pictures of the car at the car park before you left the terminal. Regarding the paper, the driver had it with him, and it wasn’t only 2 drivers working, but yes, a big quantity because we were in a busy period. So we can’t do anything about your complaint”.

This was another thing, the driver never got me to sign their slip again, to say that I was satisfied that my vehicle was returned in the same condition. Their answer to this was was as follows:

“You are right, you did not sign the paper work to say that you were satisfied, but we also don’t have a paperwork to say that you were not satisfied with the state of the car/service, which you should have asked the driver there and then to report it…”

I find this type of service is absolutely shocking, and they are now basically ignoring my emails. Even as a paying customer, they have not given me any type explanation, or offered me any type of refund.

I did go to see Citizens Advice, and they have said I’m in a position to claim compensation, or take them to a small claims court, but I’m really confused as to go about this, or whether I can?

Their T&C's clearly state that I should have reported the damage at the time, but, in my defence, I never got a chance to, and the uncompleted slip must stand for something, surely?

Help!!

thescouselander

I don't suppose this will help but I'm always amazed at how people hand over their keys to companies like this when its well known how badly the industry as a whole treats other people cars. As you say they're crooks so unfortunately I dont think you'll get anywhere.

maninthestreet

Never use any parking service where you don't get to keep your keys.

Tanfies2

I'm really precious of my car, and won't just hand over the keys to anyone, however, I used an online portal called Airport Parking Genie, bit like Go Compare, that compares all the parking companies out there.

On the face of it, Airport Parking Genie seemed OK, their reviews good, it's the company they put me in touch with that were absolutely rotten.

Like anything, wish I'd read the reviews now, but was a bit blinkered at the time.

However, doing a bit of online digging tonight, they are attempting to change their name from 'Gatwick Parking Spaces' to 'My Gatwick Parking' obviously in an attempt to cover up their awful service.

Car_54

Get a quotation for the repairs.

Write a "letter before action" - see https://www.citizensadvice.org.uk/law-and-courts/legal-system/taking-legal-action/small-claims/going-to-court/taking-court-action/step-one-write-a-letter-before-action/

If they don't respond, follow the process through to court as described.

Warwick_Hunt

Tanfies2 wrote: »

I'm really precious of my car, and won't just hand over the keys to anyone, however, I used an online portal called Airport Parking Genie, bit like Go Compare, that compares all the parking companies out there.

On the face of it, Airport Parking Genie seemed OK, their reviews good, it's the company they put me in touch with that were absolutely rotten.

Like anything, wish I'd read the reviews now, but was a bit blinkered at the time.

However, doing a bit of online digging tonight, they are attempting to change their name from 'Gatwick Parking Spaces' to 'My Gatwick Parking' obviously in an attempt to cover up their awful service.

So you shopped round for the cheapest deal and got a shoddy service.

Obviously not that precious about your car.

daveyjp

Manchester has similar “operators”.

The airport know of them, the council know they operate without planning permission on farmers fields, the Police are aware of them, but very little they can do.

The company merely moves fields, or closes down and reopens within a day.

The only advice is to avoid all meet and greet companies.

shaun_from_Africa

Reading their T&C's, there is one thing that would instantly stop me from ever using them:

All our drivers are fully insured against any damage which may be caused to your vehicle on the public highway. Whilst your vehicle is in any of our compounds however, you must rely on your own vehicle insurance policy.

3. We are not responsible for the following;
a) Insurance cover for you, your vehicle, or its contents, except for your vehicle when being driven by our drivers on the public highway.

c) Matters that are covered by your car, holiday, household, motor or any other more specific insurance. You must look to that cover for protection in the first instance

So if the car gets damaged on the way to their parking area, their insurance covers it but once in their control and off the public highway, any damage is down to you.

I don't know if that would stand up in court but for a company to try to evade responsibility like that is a clear sign of what they are like.

Mercdriver

Tanfies2 wrote: »

I'm really precious of my car, and won't just hand over the keys to anyone, however, I used an online portal called Airport Parking Genie, bit like Go Compare, that compares all the parking companies out there.

On the face of it, Airport Parking Genie seemed OK, their reviews good, it's the company they put me in touch with that were absolutely rotten.

Like anything, wish I'd read the reviews now, but was a bit blinkered at the time.

However, doing a bit of online digging tonight, they are attempting to change their name from 'Gatwick Parking Spaces' to 'My Gatwick Parking' obviously in an attempt to cover up their awful service.

I don't know why you are so dismissive of Warwick's point, as it is implicit in what you say here.

Why were you, as you freely admit, so blinkered? Was it perhaps you got what you thought was a good deal?

Most phones now have flashlights on them, and keeping a microfibre cloth is a good way of getting rid of a bit of dust in obvious areas. If he wasn't going to hang around, then perhaps a voice recording of him accepting responsibility for any dents found after he had left, but before you leave the pick up area. Any photos you take are timecoded in the EXIF data.

Not checking before you leave seriously weakens your case as the other side can introduce significant doubt into your account (the weight of proof required being lower doesn't necessarily help you). After all from their perspective the damage could have happened any time after you picked the car up.

My wife's car was damaged by the official valet parking staff at Heathrow. It was dark, but I grabbed my camera and took photos from several angles, including of the pillar that the car had plainly scraped along. I was helped by the use of a macro lens so could show the fibreglass damage was recent, something the attendant denied. He told me to remove the car and drive away, and then complain when I got home something his manager told me was something the staff shouldn't be advising since it weakens the plaintiff's case.

I refused to move the car until a manager came and acknowledged the fault evidenced by pictures. He accepted liability in writing on the spot and confirmed by email before I got home.

I won't use off airport meet and greet. They are too unreliable and you never know where your car will end up. I still use the Heathrow system occasionally, but mainly use the short term car park prebooked in advance if away for up to 10 days. It's more expensive than long term, but it's more convenient and you get to keep your keys.

Driving away without taking photos, may weaken your argument, as it becomes 'he says, they say'...

It'll cost very little to issue a LBA, so nothing ventured, nothing gained, but don't put your short on it in court.

ACG

Take photos, get some quotes to fix the problems.
Then send a Letter before action advising of what you want to resolve the issue and a timeframe.

Then file it with MCOL if you have no theard back from them after that period.

MCOL is really easy to do and will take about 20 minutes.

I would also check if the company is registered on companies house first and see how long they have been trading. If they have been trading 2 weeks, chances are they will just close down and phoenix up with a slight name change. If they have been going years then it could be a little different.

Mercdriver

ACG wrote: »

Take photos, get some quotes to fix the problems.
Then send a Letter before action advising of what you want to resolve the issue and a timeframe.

Then file it with MCOL if you have no theard back from them after that period.

MCOL is really easy to do and will take about 20 minutes.

I would also check if the company is registered on companies house first and see how long they have been trading. If they have been trading 2 weeks, chances are they will just close down and phoenix up with a slight name change. If they have been going years then it could be a little different.

MCOL is simple, but I don't think this is going to be a simple open and shut case if the company contests it. The OP failed to check the car at point of collection which is an easy point for the company to say that it could have happened at any time. Taking a photo with a mobile phone would have given lots of verifiable data: date, time and usually GPS data which would have put the OP at the scene.

Heathrow valet parking like to ask you to sign the collection form before they give you the keys. I refuse and check the car before I sign anything.