Hurricane Irene is approaching now. I'm a monthly parker in a $500 per month garage that is less than a block from the evacuated Zone A. This is a below ground garage. It will flood.
I called the main office to ask if there is room in other Icon garages where we could store my car during the flooding hours on Saturday night and Sunday. The Icon office says "oh yes, lots of garages have open space." When I asked if they'd let me move my car into one of those safer garages, they attendant practically mocked me and stated "it's a natural disaster...we're not responsible." Icon will charge me to store my car over night in one of their safer spots. Unbelieveable.
It's hard to think of more short-sighted customer service. Greedy. Disheartening.
It's summer time in the city (light parking traffic.) It's a weekend (light parking traffic.) Icon confirmed that they have "lots of garages with lots of space." But instead of doing the right thing and showing thoughtful concern for their customers, the company is choosing to be greedy. A thoughtful company would have (1) called monthly parkers in the sure-to-flood low level garage to give parkers a responsible heads up about danger to their vehicles. That would have been a basic thoughtful act. A customer oriented garage would have (2) offered customers spots in less desirable garages that are on higher ground without charging them. Those spaces will go unused anyway. The company could have generated incredible good will and a valued customer experience. And they chose to do the opposite... it's flat out disrespectful and unkind to customers. Unbelieveable.
Parking garges companies compete with each other. And they're basically all the same. Icon could have differentiated itself in way that made customers feel like Icon was looking out for them. Rather, Icon is actively taking advantage of a dangerous weather circumstance to screw over their own customers. Smart business move.
Cost to store my vehicle would ave been nothing for Icon...other than the potential opportunity cost of not getting to have another paying car in one of their open spots. But with "lots of garages having lots of spaces" on a weekend...during a hurricane...it seems that the opportunity cost isn't real.
What's the cost of atrocious customer service getting exposed over the long term?