The Americana at Brand — Attraction in Glendale

I am writing to formally file a complaint regarding an unpleasant experience I had with the parking services at Americana at Brand, Glendale.

On 12.31.2024, I parked my vehicle and dined at Amici restaurant within the premises. I had my parking ticket validated by the restaurant, which clearly indicates that validation is valid for up to 3 hours. However, when I attempted to exit the parking lot, I was asked to pay an additional $15, despite the fact that I had only exceeded the validated time by 6 minutes.

When I inquired about the charge, I was told that the validation is only applicable for 3 hours and that I would need to pay the additional fee for staying 6 minutes over the limit. I fully understand and respect parking policies, but I was shocked by the lack of flexibility and understanding, especially for such a minor overage.

Moreover, when I attempted to explain my situation, the staff I interacted with were unhelpful and extremely rude. I was informed that nothing could be done, and when I asked for assistance or clarification, security was called, with no resolution or support provided. This left me feeling both frustrated and disrespected.

I believe that a more considerate approach could have been taken, especially given the small amount of time by which I exceeded the validation period. I would appreciate it if you could look into this matter and consider providing better training for your staff in handling such situations with empathy and professionalism.

I kindly request that this unjust parking charge be reviewed and, if possible, refunded. I also hope that steps are taken to improve the customer service experience at this location.

Thank you for your attention to this matter. I look forward to your...

UPDATED REVIEW as of March 2024

I'm dropping my review to two stars. Why? I think they're parking fees have gone overboard and feels like a way to just make more money without really considering the customer experience.

As of August of last year, if you go over the validated time, you are charged FULL price. So, I got validation from Cheesecake Factory for two hours (lunch-ish time) and then went to the Samsung store totally 3 hours. Well, since I went past the two hours and I went to a retailer, I got charged $15!

I even put in the ticket one minute before the next hour and still got charged another $2. Perhaps it's the surprise, but that tells me, don't eat AND shop and if you do, "We'll make you pay extra" for it. Makes no sense to me. Why not just take off the amount for the validation and charge for the time as normal? What am I missing here? Not an enjoyable experience.

OLD REVIEW

I love the Americana! I specifically went to the Samsung store but anytime I go to this location, I love to walk around and explore. I ended up at a Cadillac Lyriq experience store and test drove the vehicle, which really surprised me and I ended up loving the SUV. Definitely a great place to walk around and see a wide variety of shops from technology, to clothing, to a movie theater and so many restaurants. It's also a great place to just relax and the grassy areas and get some snacks the different...

Beautiful place.... but unprepared and unorganized on the day of lighting up the Christmas tree. My 2 daughters had to go to the restroom. The securities told them where it its. But after they didn’t allow them to go back in to watch the show. As I was talking to my daughter on the phone, she told me that she had to walk around the parking lot and in the street to another entrance. They waited an hour outside checking the people’s bag in front of them. Then the ambassadors told them that they aren’t allowed to enter because the capacity is full. Based on my understanding, they were waiting for an response of the fire department for an approval to allow some people in. Instead all the people either left or waited till the end of the show unable to enter (most of them had to use the restroom too). So my 13 and 5 year old daughter ended up looking for their dad on another entrance which he had talk to the police about already. Unfortunately they missed the show especially because we came about 3 hours ahead of time to watch it. They barely was able to watch the fireworks and No snow was seen. Overall, this day was...