Horizon Parking - Tesco Extra Cardiff - RESOLVED

BobT36

The driver of my car unfortunately overstayed by over 1.5 hours in a Tesco Extra Car Park. (New driver, didn't realise / see car park rules, lost track of time while doing a big shop in the huge store after a house move).

Standard sort of Parking Charge Notice letter from Horizon Parking, received over 2 weeks from the overstay date, with pics & times of car entering / leaving on ANPR. Amount £70, with bribe of being reduced to just £20 if paid within 14 days. 

As the driver was actually shopping IN Tesco the entire time (yes, the Extras are huge with lots of homeware to browse), is there any course for appeal?

Unfortunately the only evidence to hand is a bank statement showing driver spent over £120 at Tesco on that date, and a bunch of WhatsApp messages from driver to partner, discussing what food to buy and browsing homeware.

I get the general gist is to appeal to Horizon (lol), appeal to POPLA (but could then end up costing full £70 or more if lose), etc. Is it worth it for this amount? (£20).

Would contacting the store in the first instance be advised? And how do I go about this, go to the customer service desk with the letter and show the bank statement showing the purchase on that date?

Le_Kirk

Contact the management at Tesco and tell them that neither you, your family nor your friends can afford to shop at Tesco again if every shopping bill comes with a £100 surcharge and, since you are sure it was not their intention to penalise genuine shoppers, you would appreciate them having it cancelled in order to guarantee your continued custom.

BobT36

Thankyou. So Tesco can actually overrule it then? And will that be done within the 14 days (now 12, since it took 2 days to arrive). A jump from £20 to £70 is a lot (which is the point).

And how would one go about this? Customer service desk, letter, email? (Worried how long it may take for them to respond if one of the latter).

Redx

The manager , not the CS desk , direct , with proof of patronage , plus a complaint to the CEO by email , attaching copies of receipt or bank statement

BobT36

So face to face? Or email for both? Sorry, first time with this. 

Have bank statement, just not receipt. (It was over 2 weeks ago!). Otherwise only other thing have is WhatsApp messages showing was in store browsing the entire time.

Fruitcake

Ideally face to face in store with the store manager, a copy of your redacted bank/card statement and a copy of the PCN. You need something in writing that this will be cancelled though. Remember you are complaining as keeper who was an occupant of the car. You do not tell anyone who was driving.
If you get nowhere then complain by email to the CEO.

If that fails then appeal as per the NEWBIES.

Get pics of the site and signage when you go to complain just in case you need them later.

KeithP

Got a Tesco Clubcard? That'll show them how valuable a customer you are.

Le_Kirk

Yes, go into the shop and ask to speak to the manager, do not be fobbed off with CS.

BobT36

Thankyou all. I'll nip down tomorrow and ask to speak to the store manager then, with my bank statement, clubcard and WhatsApp.

I should hope they wouldn't want to penalise genuine shoppers, and the manager agrees to get it cancelled and gives my something in writing to that effect.

Bit irritating the 14 day timer is already at 12 days before it even got to my door, and 11 days by the time I can even start to do anything, but of course that's the idea..

Ralph-y

the store will be able to produce a receipt if you have an aprox time.

how to complain
https://forums.moneysavingexpert.com/discussion/4766249/successful-complaints-about-private-parking-tickets-how-to-get-them-cancelled

you may wish to start at page 1

Ralph

BobT36

Tentative success, (I hope).

Went to CS desk and the girl immediately took my letter and scanned a copy, for her manager to get it cancelled. Practically no questions asked besides my phone number so they could get back to me.

It's a big tesco so it happens a lot apparently, told me not to worry and they'd get it sorted, I should get a phone call from the manager soon to confirm (I'll make sure to get it in writing at that point too).

I took pics of the signs while I was there, high up on poles of course and no mention of what to do if you do overstay (I now know just put your reg in at the CS desk terminal). There is a big tesco sign saying max 3 hours on entry, but bit hard to see in the dark! Spesh when first time there.

Will see how it goes. I noted the staff's name and the time / date I spoke to her, in case I don't get a call. I'll keep an eye on the dates and report back if I don't hear anything within a week. Hopefully I'll be adding to the success thread.