Park’n Fly Vehicle Pick-Up

I’ve used Park n fly at least 20 times or more. We have always had good service from them and never an issue until 2 trips ago when we came home from a trip to Mexico in February. We waited 30 minutes in the cold rain waiting for a shuttle. The driver was friendly and helpful but-​really 30 minutes?
When I paid and got in the car it had the feel that someone had been driving it as the seats, mirror and radio station had all been adjusted a little bit more than was needed for parking a car in a lot.
We used the service again in late March but this time I took a picture of the odometer before leaving the vehicle. When we got back after 18 days and picked up our car it had 7 additional kilometres on it.
I don’t have onboard GPS so I have no way of knowing if they used the car outside the lot but you don’t put 7 kilometres on a car just moving it to and from a parking spot.
Never again will I use Park n Fly.

Based on the issues below I strong suggest that you do not use this service. I suggest the jetSet YVR long term lot as an alternative as they are cheaper, supported by YVRAA, and do not appear to be subject to the issues stated below.
Additionally I was not aware until I looked it up that play n fly has been reported to «ripoffreport» numerous times over the years for not detailing their actual pricing (which I experienced as detailed below).
It’s important to note that if you have a complaint against play n fly you basically have no recourse. If you do not pay them, let will not give you your car keys back. Which means no matter how strong your case may be you simply have no choice but to do whatever they say so that you can have your car back.
For the issues …
Shuttle:
— The shuttle first goes to the international terminal and then the domestic terminal. If there is a backlog of people, and you are at the domestic terminal you could be waiting a long time. By the time it gets the do the domestic terminal it could be too full to take more passengers. Three shuttles over the course of half an hour stopped at the domestic terminal to inform individuals waiting that they were full and that another shuttle was on the way.
— it was stated that there were three shuttles running on a continuous rotation this past Sunday evening.
— during the course of the time that we waited at least five shuttles for long-​term YVR jetSet parking lot arrived which was more than enough to handle the passengers waiting for those lots
— Four of individuals including myself felt that they could no longer wait and they took a taxi to the parking lot. We were not reimbursed by play n fly.
— when we initially checked in, we were asked for the date and time of our return. When they stated that it was unusually busy this past evening we asked them why they didn’t use the information from the checking to determine that there were going to be more people requested their cars. It was stated that that information is simply used for the estimate slip (more on that in the pricing section) and has no bearing on the bus schedule or staff complement.
Pricing:
— The receipt that you were provided at the beginning when you check-​in is not something that you can use as a reference for the cost that you will be required to pay to get your car back.
— we were given the final total it was approximately $ 30 higher than what the slip I had said. I presented the slip and asked for an explanation and was told that the estimate that I had given when I initially checked in with shorter than the amount of time that I parked. As a result whatever discounts that I have been provided with no longer valid.
— this may be accurate as I did wait for at least half an hour extra because of the shuttle delays. However my timing still would’ve been within several hours of the estimate as my trip and was not delayed
— Park and fly felt that I should be charged an extra day plus the loss of a three-​day discount because I had been there for more than 72 hours (although to be clear it was over by the half an hour+ I waited, yes I know it’s surprising but they really do track it that closely and they ready do up your prices that quickly and significantly)
— I was reminded several times that the slip that I had was not a receipt or a quote, it was simply an estimate that was not to be honoured.
— we asked for an itemized invoice, printed, so that we could review before paying and it was stated that we could not have it until after we paid. It was stated that printing an invoice before payment is not possible for the system.
Customer service:
— The response that we received from the management as well as the staff was simply unacceptable
— The way in which my spouse was treated my management was embarrassing. I felt the numerous interruptions, rolling of their eyes, arguing and then finally complete contempt from management while she was trying to explain her position, was not only offensive but beyond unprofessional. (this of course happened during period where we did not have access to our car because we didn’t have the keys)
–I was ashamed that I had put my spouse and I in a situation where we had to deal with this type of organization… Esp after such a great vacation. simply stated there are many alternatives to this operation.