Business ProfileforLone Star Valet Services

Recently my 4 year old son and I took a trip to legacy west like we often do. We used lone star valet to help with overall convenience because it was a busy night. We valeted our car with ****** and before we got out of the car, ****** told me to have a great night without providing a closing time. To make a long story short, we came back to our car being completely locked up, along with our house AND car keys. All of the workers were gone for the night. In every past experience that *** had here, they always, i mean always, text us to let us know that theyre closing within 30 minutes and to come get the keys. This time, I received absolutely no text or even a simple call to let me know that he was leaving for the night. ****** even acknowledged the next morning that he texted all 7 of the other customers but did not text me. Because of that, I had to pay a locksmith $530 to get me and my toddler into our apartment so that he was no longer sleeping in the hallway of our apartment building at 2am. The manager I spoke with is saying this is my fault but how is it my fault if theres nowhere online, no signs and there was no communication from the workers about what time they close. Complete negligence and complete disregard for the danger they put my young child in. I asked for some type of compensation and was completely ignored. I would love to come to a reasonable solution here.

Hello, I understand this situation was not pleasant and have compassion for that. However, our employee does not have the ability to text individual customers nor have access to their phone numbers contrary to her belief that he forgot and left her out of the messaging. At the end of the night the employee pushes a button on the system that sends a message to all customers at once (He doesnt see the numbers or select them individually - just pushes send exit text and it sends to all the remaining customers at once). If the customer did not receive the closing text it would be due to their phone provider having an issue. The customer should always ask what time the location closes so they know when to return to retrieve their vehicle. This location is a restaurant and closes at 11pm with her returning aprox. 1230am. Almost all restaurants in ****** close by 11pm being common knowledge to return before then. Our employee sent the closing text and all customers came to retrieve their vehicles except this one. He then stayed for an additional hour waiting for her to return and she didnt not. (He is not obligated to do so but he did as an effort of customer service) He followed closing procedures and handed the keys over to the restaurant until the following day. Our employees are trained to not argue with customers and simply fill out a claim form and email to the manager so the following morning when she showed up that is exactly what he did. The texting system is a courtesy and not an obligation. Again, while I understand the challenge she has the responsibility to know when closing time is to have knowledge of when to retrieve her vehicle before closing.