"Great price, decent location. Service guys at the facility and on the shuttle were courteous and professional.
The end of the experience was one of worst experiences in terms of guaranteed service and discourteous lack of resolution. My wife, eleven month old son, and I arrived back into town after 11:00pm. The instructions from Omni are to call their 888 number when arriving between 11p-7a. We called no fewer than five times, each time sitting and listening to hold music for about five minutes before hanging up and calling again. For a good portion of this time, we even stood out by the designated areas where the shuttles performed their pickups. After 25-30 minutes of no answer on the phone and seeing no Omni shuttles, we opted for taking a Lyft to their facility. Ironically, I tried calling one more time as the Lyft driver pulled away from the airport and someone actually answered. They mentioned they "had been having trouble with their phone system" that evening and were sorry to hear about our experience. They even mentioned to hold onto our Lyft invoice.
Upon arrival at the Omni airport facility, I asked for a manager. I was told there was no manager around at that hour and to call back the following day. I called the next morning and was told no manager would be around until after 3:00p. I called around 5:30p. I was initially told again, no manager was around, and I asked when I should expect to be able to reach a manager. The associate who answered asked for the details of the situation and, tenuously, took notes and then told me there was likely nothing that could be done for me. I explained that I simply wanted to be reimbursed, $15, for the Lyft ride and that if that couldn't happen I would happily get online and trash her company (like I am doing here and now). She had me hold.
Here's where it starts to get good, low and a behold a "customer service manager" hops on the line. He took a nice tone, but pretty much said all the wrong things:
"I understand what you've been saying to the previous representative, and I can't falsify what you're claiming."
I think I knew what he meant there, but was scratching my head as to why he would, from the outset, want to do that to me.
"We need to work together to find a fair solution for both sides and that will also make you feel valued."
Yet...
"No sir, that is incorrect, the customer is NOT always right. That is false."
He mentioned he "could give me the $15 dollars" but that "he is not an ATM and I'd still probably get online and write a bad review anyways."
I assured I would not. He said I was "probably all talk."
Another gem, "parking spots are money, the shuttle service is just something we provide as a free service."
I was sure to tell him pretty much every serious competitor of his provides the same services, inclusive. Also, he already had my $20 for my car taking up a spot. As if it takes a business savant to realize how these companies profit.
BTW, this "manager's" name is Frank. If you call, and you happen to actually get through to him, just know that you're in for a lecture and being made to feel like an idiot. Certainly not fair, and equitable resolution.
Do yourself a favor though, save yourself from ever having to speak with Frank. Drive your car, as fast as legally possible, to ANY other parking service."
John Tiemeyer - Davenport, FL
