I-Team: Client Complaints Grow Sky High in Airport Parking Business

REVERE (CBS) —  Travelers are constantly searching for a fantastic deal to park their cars around Boston’s Logan Airport, but a very long list of customers tell the WBZ I-Team the very low cost at the same company wasn’t worth the headache, or even the damage to their vehicles.

When clients tried to whine or demand a refund, then they assert that the owner was totally unresponsive.

After Mina Phomphakady returned from a March trip to Disney World, the very first thing she noticed was a big white streak across her car. Upon further review, there was likewise a dent in the rear quarter panel of her 2014 Honda Civic.

mina car I Team: Customer Complaints Grow Sky High at Airport Parking Business

Scratches on Mina Phomphakady’s automobile after parking Select Airport Valet Parking. (Photo Courtesy of Mina Phomphakady)

But Phomphakady said employees at Select Airport Valet Parking on VFW Parkway in Revere tried to brush aside the damage and failed to supply the company’s insurance policy.

When she asked for a refund to the parking, employees told her she would have to speak with the operator.

“I got the impression they were only trying for me to move away,” Phomphakady told WBZ from her home in Glastonbury, Connecticut.

After Joanne Hanson’s family returned after an unexpected family funeral, even a smashed driver’s side window was the final kick in the gut.

“It was similar to what else could go wrong?” Hanson remembered.

The Marlborough resident was likewise surprised to see where her automobile was transferred while she had gone an overflow lot close to the NECCO Chocolate Factory.

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Select Airport Valet Parking’s overflow parking lot (WBZ-TV)

“It looked like anybody can drive in and out at any time,” Hanson said. “There were no cameras. There was no security.”

After she got home, Hanson decided to read a number of the online complaints regarding Select Airport Valet Parking. She had been stunned.

“There clearly was posting after posting people’s cars that was propounded, ransacked, money obtained or windows shattered,” she said.

In the last year, the I-Team counted more than 110 one-star reviews about the company on Yelp. Clients provided descriptions such as “worst service I have experienced,”“if it had been free, I’d still park someplace else,” and “I hate this provider.”

Although Select’s website guarantees that the in-built shuttle “will not keep you waiting,” that the most frequent criticism was about wait times of more than one hour in Logan Airport. Some clients, such as Phomphakady, said they finally gave up and paid off a cab or Uber to return to where their cars were still parked.

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Select Airport Valet Parking Shuttle Bus (WBZ-TV)

“I have never had this sort of expertise from a business in my life,” she told WBZ.

The I-Team also requested incidents filed with Revere authorities in the past two decades and received 25 accounts, that added damage to customer cars, theft of valuables such as cash, gift cards and electronics, and even four different stolen vehicles.

Carmel Osterlund, a Brooklyn, Conn. company operator, filed a police report when she returned from her trip and detected more than 200 miles had been photographed on the odometer.

“I had been summoned to observe that the sum of mileage put on my car,” said Osterlund, who had been attracted to the company from the cheaper daily parking rate. “I’ve learned my lesson. I’ll take my keys next time and pay for the reassurance it provides me”

A Couple of Consumers also filed complaints to the Massachusetts Office of the Attorney General.

Joseph Paydarfar noticed a large dent in his car if he returned to Boston in April 2015. His suspension was damaged and the car wasn’t drivable, so that he needed to tow it to a repair shop close to his home in Hanover, N.H.

“I tried to call the owner more than 20 times, but never obtained,” Paydarfar told WBZ. “My insurance company sent mailed a letter and tried to telephone him. I was never able to get reimbursed and invested about $900 from pocket”

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Select Airport Valet Parking on VFW Parkway in Revere (WBZ-TV)

Difficulty reaching company owner Jim Marcotte has been a frequent theme from all clients the I-Team interviewed.

At first, Marcotte told WBZ he would perform an interview to cover the issues raised by repeated customer complaints. However, he later changed his mind and stopped responding to emails or calls. The I-Team could not locate him in the Select Airport Valet Parking office, either.

Phomphakady sent her damage quote to Marcotte, but is not optimistic the company will pay for the cost of the repair to her car.

“They aren’t taking responsibility or eager to take care of something which occurred under their attention,” she said.

After repeatedly attempting to reach Marcotte unsuccessfully, Hanson eventually needed to pay out of pocket to get her insurer repair the smashed window.

“I wish I had finished my homework,” she voiced. “When I had only seemed, there was also a list of very miserable people and I could have saved myself a good deal of trouble”

Ryan Kath can be attained in rkath@cbs.com. You can follow him on Twitter or connect on Facebook.