HOLLYWOOD CASINO AURORA 1 W New York St, Aurora, IL 60506 Incident date: Thursday August 17, 2017.Approximately 545pm-615pm 2013 Nissan Sentra Sv.
$3,000 damage done by Valet. Refuse to pay. Trying to help my daughter and her fiancé. Please help boycott Aurora so they learn to be held accountable.
*AUGUST 17 2017- valet pulled up vehicle with damages ranging from driver side mirror, driver side door, driver rear door, driver rear fender, driver rear wheel. Security supervisor Brandon was notified, (630-801-7097) took pictures, gave claim filing instructions. Told me to call within 24hours if I had not been contacted by then. Officer Hornburg #288 arrived on scene at 6:20pm and said its private property, cannot help.
*AUGUST 18 2017- Attempted to call Lori, Risk Management at 700pm. No answer. Left message. Tried contacting Brandon at 502pm, 702pm, and 920pm.
Told me at 920pm to call back on Tuesday Aug. 22 to speak with Lori. *AUGUST 22 2017- Called Lori at 10:20am. No answer, left message.
Called security at 10:23am, was told to fax estimates and given another number to call Lori.(630)801-7225.(630)801-7030. Called that number at 10:34am, no answer, left message. Faxed over 2 quotes as directed. Was told to allow 10 days for a response.
*AUGUST 25 2017- Called Lori, Risk Management, at 4:57pm. No answer, left message. Called security supervisor Brandon at 4:59pm, says they have been under staffed and slow to respond. Says all paperwork, quotes and information was put on her desk.
He said they admit 100% fault of damages. *AUGUST 30 2017- Received call from Mike-new Risk Management manager at 4:54pm. Says they are denying claim because valet drivers say damages were noted upon arrival on driver headlight and driver front door. That information was false and I was told that Brandon does not have access to video surveillance.
Mike said he will review the actual footage and call the next day between 330-400pm. *AUGUST 31 2017- Mike called back about 345pm, saying claim still being denied because although the car pulled in with no damage, and pulled out with damage, there is no actual footage of the car being in contact with anything visibly on tape. I requested to see video footage and was told I would need a court ordered subpoena. He had denied any sort of payment, but indeed admitted fault to damages.
Says nothing will be done and no further information or calls are necessary, as they no longer have any business dealing with the situation and good luck attempting to potentially bringing the issue to small claims court.
Anthony M.North Aurora
Review about: Hollywood Casino Aurora Valet Parking.
Reason of review: Damaged or defective.
Monetary Loss: $3000.
Preferred solution: Let the company propose a solution.
I didn't like: Disregarded integrity.