Really angry with Tesco

Colosolo

Perhaps I am routing my anger at the wrong people but basically on the way to school with my child, we stop every morning at Tesco extra for a Costa, stay 20 mins and leave. He has to get to school, so no hanging around.

So bascially today I receive a Debt recovery letter from dcbi. I have not received any previous letters from Horizon. It states I was there overnight, so clearly something is wrong with their system. It would be impossible to stay and take my child to school.

I had this issue before but at a Sainsburys, where the cameras had failed and the store manager sorted it out.

I assumed Tesco would do the same as I am a daily customer to the point the staff know me.

Following an email I sent, I received a phone call from their CEO office. The woman suggested Horizon send two letters, so I must have the wrong information at DVLA (I don't), she said Tesco would not help as it was my issue to deal with them directly.

Just wow. No offense but what a way to treat loyal customers.

Any suggestions as what I can do next?

Ralph-y

don't shop at Tesco's …… look up the term double dip ….. we have a newish thread with sad stories just like yours ….. have a look …. then read the newbies thread on what to do next

Gr1pr

There has to be a reason for the missing letters, so despite your post above, physically get out your V5c log book and check that the name and address match the one on the DCBL debt recovery letter, dont assume

Colosolo

https://forums.moneysavingexpert.com/discussion/comment/82037095#Comment_82037095

I assume you are not talking about the retro sweet, so is it that Tesco are creaming some money from this?

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82037099#Comment_82037099

No, it's the parking company. They use ANPR to log vehicles entering and leaving thr site. ANPR is not infallible, and there should be a process of manual checks but this is often ignored as it would cost them money.

Your car will have been logged entering the car park on e.g. Monday morning. The camera missed you leaving on Monday, so then on Tuesday when the camera logs you it thinks you've been on site since Monday.

1505grandad

"FYI - even the unregulated "joint" single ppss CoP (soon to be replaced by Government regulated CoP) acknowledge this scam:-

https://www.britishparking.co.uk/write/Documents/AOS/Sector Code Templates/sectorsingleCodeofPracticeVersion1.1130225.pdf

"7.3. Use of photographic evidence

Photographic evidence must not be used by a parking operator as the basis for issuing a parking charge unless:

d) images generated by ANPR or CCTV have been subject to a manual quality control check, including the accuracy of the timestamp and the risk of keying errors.

NOTE 1: The manual quality control check for remote ANPR and CCTV systems is particularly important for detecting issues such as “double dipping”, where image camera systems might have failed to accurately record each instance when a vehicle enters and leaves controlled land, and for checking images that might have been taken other than by a trained parking attendant (see Clause 15)"

Colosolo

Thank you. I will look through the next steps, this is so annoying as I am dealing with so much at the moment, I could do without this. I am so annoyed at Tesco when Sainsburys were able to very kindly acknowledge that it was a common issue in their carpark and quickly resolved it. I guess I will shop at Sainsburys in future.

QrizB

If you want to vent, you could complain to Tesco head office that this is an foreseeable set of circumstances (quote the CoP text) and their carefully-chosen parking management scammer has shown a distinct lack of professionalism.

They really need to think harder about the type of businesses they associate with.

Car1980

Appeal to Horizon and tell them it's a double dip and to supply the orphan images, otherwise you will go to Popla. State you have copied in the landowner and remind them they are jointly and severally responsible for the actions of their agent.

Copy in legal.uk@tesco.com - that will focus some minds.

Every Horizon appeal should be copied in to legal.uk@tesco.com and should be encouraged.

Colosolo

https://forums.moneysavingexpert.com/discussion/comment/82037162#Comment_82037162

https://forums.moneysavingexpert.com/discussion/comment/82037268#Comment_82037268

Thank you. I'm not sure if it helps, but I have their photo of me enteing at 8.15am and their claim I exited at 4pm. I have my google maps timeline showing I was at the dentist 6 miles away at 9.15am and a letter from the dentist sent at 10am about the outcome of my daughters appointment. I guess they could argue I left my car, and walked at warp speed.

Jame4ters

https://forums.moneysavingexpert.com/discussion/comment/82037343#Comment_82037343

So no photo of you leaving?

Just follow the advice above including copying in Tesco