McDonald's MET parking demand

Countess823

A demand from MET Parking Services for staying in excess of 90 minutes in a McDonald's car park was received on Friday. What follows is my experience so far.

Having read the helpful 'newbie' threads and the experiences of others, I followed the advice and visited the premises yesterday. I asked to speak to the manager. As advised on MSE, I was calm, polite but also aimed to demonstrate I had to done my research and would not take any nonsense. The manager tried to fob me off at first, but my profession means I am no stranger to people being selective with the truth so I politely pointed out his errors. He asked me to present the detail in writing by email today (Sunday) and that he would endeavour to get the ticket cancelled after liaising with his boss. Here is the email I sent yesterday after meeting him – I currently wait a reply from the manager: 

Dear xxx,

Thank you for your time at your xxxx restaurant today – and for allowing me to draw your attention to an invoice I believe to have been unfairly received from MET Parking Services, one of two contractors employed by McDonald's in the UK to manage car parks at its restaurants on its behalf. 

I asked that you as a manager cancel the MET demand and that my research in my professional capacity as a xxx had revealed that this was possible. In fact, the matter is highlighted on the McDonald's website at: xxxxx
 

As requested, please find attached images of the MET demand headed 'Notice to registered keeper' and relevant receipt from the evening of xxxxx. I also showed you another recent receipt, which I am happy to forward, should you wish – evidence that I am a loyal customer of your xxxx Road restaurant; a subject to which I shall return.

I spent double figures in your restaurant on xxxxx, while friends I was meeting also purchased items for similar value. Had we left the car and gone elsewhere, a demand for £60 would not have been unreasonable. That fact that we were customers of your restaurant and spending money with you means we were in your care. Therefore, we did not expect to be treated as we have thus far.

I have been a regular and loyal customer of your restaurant for many years. The location of [name of restaurant] near the Axxx road means it is a convenient venue for stopping at on late runs back from work trips and also for meetings. Unfortunately, however, as it stands the demand from MET means this will be the last £60 we will spend with you.

I pride myself on being conscientious in my professional and personal life alike. I proudly retain a clean driving licence and up until this incident at your premises, I have never been accused of a parking contravention. Therefore, you can imagine my shock when the letter from MET arrived in the post.

As I discussed with you, there is a no signage in the doorway of your xxxx restaurant to remind customers of the parking being time-limited. Following our meeting, I obtained photographic evidence in case this matter needs to be escalated. As we know, Covid-19 is a serious matter – and its significance is such that signage reminding customers of the protocols is located and clearly visible to customers as they enter the premises. Importantly, the Covid-19 notices, along with the food hygiene rating are clealry visible and lit of an evening. I would similarly expect a reminder that parking is limited to 90 minutes would also be highlighted in this part of the building – particularly given the punitive demands for payment if customers remain on the premises in excess of that time.

Also, your otherwise friendly, professional staff failed to draw to our attention to the fact that parking is limited to 90 minutes – despite the fact they acknowledged our presence in your restaurant that evening. This, I believe, fell short of the standard of customer service one would expect.

Having previously worked for a xxx plc, I am acutely aware of customer service and the need to continually uphold the value of the brand members of the public expect. As a fellow multi-national business, I anticipate those values are mirrored in McDonald's restaurants. 

If the matter is not satisfactorily resolved by 12pm on Monday, I reserve the right to draw it to the attention of members of the senior management team at McDonald's. I am confident that being in charge of a household name, they will have a similar approach to their opposite numbers in xxx plc, who always maintained a careful and keen eye on goings on at the coal face. 

I look forward to hearing from you.

MothballsWallet

Might be worth cc'ing Paul Pomroy (McDonalds UK CEO, Google will help find his email addy) on your email - might make the manager take things more seriously.

Yes, I know McDonalds branches are, for the most part, franchises (my wife used to work at one), but even franchise holders should be held accountable by the CEO's office.

Fruitcake

That email is very well written. Let's hope the manager takes note. I too would suggest you copy in the CEO as a reminder that other fast food establishments are available.

Reginald74

I disagree about the email. I think it includes a lot of superfluous information, professional bragging and veiled threats. 

Just stick to the facts, avoid emotion, and focus on your desired outcomes. 

Coupon-mad

Good email. IMHO.

I suggest that 'been unfairly received from' would read better as 'been unfairly issued by'.

Countess823

Thank you for your help and support so far. I thought I would bring you up to date. Having not received an acknowlegdement from the resturant to both my emails, I sent the following email to the UK MD:

Dear Mr Pomroy,

I would like to draw your attention to two related matters regarding your restaurant at xxxx (No. 00xxx) – both of which centre on customer service. 

I unfairly received a demand from MET Parking Services – despite being a customer of the restaurant. I visited the restaurant the following day (September 18) and asked to speak with the manager, who said his name was xxxx xxxx. I did as he instructed and emailed him (see below) that afternoon (September 18) to the address at the bottom of the receipt. However, I received no acknowledgement.

The following day, I sent a follow-up email (see below) to enquire whether there had been any progress. Again, my message went unanswered. This, I suggest, is further evidence of the lack of customer care at the restaurant. In my professional experience, acknowledging a customer complaint is of paramount importance – not only is it polite but it also diffuses a situation. My experience to date of your xxxxx restaurant falls well short of the level of customer service I would expect from a household name like McDonald's. 

Therefore, may I ask you to address my original complaint – a demand from MET Parking Services despite being a paying customer at the time – and the lack of acknowledgement to two emails. I am happy to forward images of the MET demand and my receipts.

I look forward to hearing from you,


....I have just received the following:

Thank you for contacting the McDonald’s Customer Services Team.

Your reference number is xxxxxx

We just wanted to let you know we have received your feedback and we will be back in touch again as soon as possible.

If you have general questions, check out our FAQs here xxxxx

Should you have any additional information that you think will help us to assist you, please feel free to reply to this email.

Kind regards
McDonald’s Customer Services Team

...While noting the final paragraph (which I will reply to), on the basis of planning for the worst and hoping for the best, I am considering my next options - including an email to my MP to ask for assistance. Any advice gratefully received.

D_P_Dance

Have ypu cmplained to your MP?  

Countess823

D_P_Dance said:

Have ypu cmplained to your MP?  

Thanks for your reply. I have not contacted my MP yet - I am minded to do so this evening. 

Brie

while i agree with your approach and appreciate your concerns I do think you need to give a business more than 1 day before you escalate it to senior management.  And more time as well before escalating to an MP. 

Even the demon banks are given more time than that!

Countess823

Brie said:

while i agree with your approach and appreciate your concerns I do think you need to give a business more than 1 day before you escalate it to senior management.  And more time as well before escalating to an MP. 

Even the demon banks are given more time than that!

Thanks Brie. While I can understand your viewpoint, perhaps those who issue such demands should show rather more compassion, particularly at a time when it is no secret that addresses can go for several days without receiving any post due to Covid-19. That unfairly discriminates on the 'victim/accused' by giving them less time to mount a defence/appeal when they have their 'normal' lives to lead.

A quick acknowlegement to an email take seconds & helps keep the customer on side – igoring a complaint will only lead to anger. Before one knows it, the story is all over social media or in a newspaper. 

The clock is ticking at this end. Just 14 days are given to pay the 'reduced' amount of £60 from the date of issue of the notice – which takes us to Sept 28. 

Countess823

I have emailed my MP with the following:

Dear xxxxx,

I would like to ask for your help in resolving swiftly an issue which has arisen with McDonald's restaurant in xxxx. Time is not on my side as September 28 is deadline day – and I have not received a satisfactory response to date.

I have included below the email chain, which will provide you with a rundown of events. The most recent message is one I sent to McDonald's UK MD, Paul Pomroy (I Googled his address). I have also attached the first page of the parking charge notice and a receipt from the evening of the alleged parking contravention.

I look forward to hearing from you.