Nadia P

Formal Complaint

Subject: Formal Complaint Regarding Misrepresentation of Services and Damage to Vehicle – Parking @ OR Tambo / Elite Meet & Greet I booked my vehicle with Parking @ OR Tambo (P@OR) / Elite Meet & Greet on 25 November 2025, relying on the services advertised on their website, specifically: • Covered Parking • Surveillance Footage On-Site • Pre- and Post-Inspection Reports On 30 November 2025, a hailstorm struck the Kempton Park area. Despite this, I was only informed on 1 December 2025 at 21:00(more than 24 hours later) that my vehicle had sustained hail damage. The explanation provided at the time was that staff had “no signal” during this period. When I collected my vehicle on the morning of 2 December 2025, I immediately requested the mandatory post-inspection report. P@OR, however, could not provide any inspection documentation. During our discussion, Shereen committed to sending all inspection photos and the relevant CCTV footage before close of business on the same day. Instead, on 3 December 2025, I received only a set of unclear, post-damage photographs. As of today, P@OR has still not provided: • A pre-inspection report • A post-inspection report • Any CCTV footage On 5 December 2025, I received further communication stating that all CCTV footage had been “lost/erased” due to the storm, and that the entire CCTV system had allegedly been replaced that same day. No evidence of this replacement has been provided. On 8 December 2025, I received an email from Precious which was intended for another customer whose vehicle also sustained severe damage while in P@OR’s care. This raises further concerns about multiple incidents and overall operational accountability. Precious also stated that it is “the owner’s own onus” to use their services, which contradicts the company’s advertised security assurances. To add to this, I later discovered that the “covered parking” advertised on their website is not covered parking at all, but simply shade-net parking, which materially misrepresents the level of protection offered and contradicts the terms consumers reasonably rely on. The damage to my vehicle totals approximately R90 000, affecting multiple panels and areas across the entire vehicle. Given the misrepresentation of services, the failure to produce mandatory inspection reports, the alleged “erasure” of CCTV footage, and the substantial damages suffered while the vehicle was in your possession, this matter requires urgent and transparent resolution.