ComplaintsforImpark

• Initial Complaint

  29/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 24, 2021, Christmas Eve, I parked a vehicle at ***** ****** **** * **** *******. It was a big snowing day and the bus had just arrived once I parked. The bus was leaving so I did not have enough time to purchase a printed parking ticket as I did before. I remembered there is an app shown on the ticket machine named ********* **** * ** which I thought I could pay for the parking using this app. I had made multiple attempts to make a $2.35 parking payment this morning using the ********* **** * ** *** on the bus. However, after I had selected the zone#, vehicle plate#, and typed in credit card information to make payment, the app was just going back and forth to set up the payment webpage repeatedly. Then it lost signal without any zone# shown on the app. I was not sure if I had already made the payment already. During my work, I had no access to my cell phone to make any calls or check the app again to address the payment issue. After I took off work in the afternoon. a notice was on my vehicle's windshield and I had called impark phone line to explain my situation. The 1st agent asked me to send the digital copy of the notice and my screenshot of the app used to make the parking payment at 8:52 am. I had done so and called again and talked to a second agent who was unwilling to help at all but ask me to make notice payment and then hung up on me. I called to talk to a third agent who said the supervisor did not approve the waiver of the notice, she was not supposed to stand in my shoes to consider the situation of the malfunction of the app. She also said she could not see any previous payments records of my plate#that I also attach to supporting docs for December. She said Christmas Eve and app issues are not excuses for a waiver of the notice but I must pay the notice amount with a $10 discount or face collection action. * ** ***** ********** **** **** ******** ******** ******* ** ******** ******* *** ****** ********** ******* ****** ****** **********

  Business response

  06/01/2022

  Hi ******* ****
  
  My name is Zith with the Enforcement team at Impark.
  
  We understand that you tried to pay for parking and there could have been an issue with the app or your network connection.
  
  If you are experiencing issues with the app, kindly contact ********* support. It is a chat support and they will be able to assist you with your app issues.
  
  - Click your profile on the ********* app
  - Click Support
  - Click FAQ
  - Click Contact Us
  
  The notice is valid, but as a one-time courtesy, we have voided the notice for you with the manager's approval.
  
  Kindly ensure that payments are made at all times.
  
  Regards,
  Zith

• Initial Complaint

  14/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 25, 2021, at 6:40 pm I put a $2 coin into a parking meter (#*) at Impark Lot **** ******* *******) in Vancouver but the coin was jammed in the slot. I then paid $2.25 by ********** for 1 hour parking. At around 7:30 pm, I called Impark Customer Service to get the $2 refund but was told by the agent to file a claim online or call Refund Line ************. I then filled out the online refund request form on the Impark website at around 9:30 pm. At completion, there was a message that my claim was received and will be responded to within 3 business days. On December 1, I called Refund Line since Impark had not emailed a response. The call was forwarded to a message which directed me to fill out the online form, or email Impark. The email address on the message was very long and incomprehensible. I then filled out another online form. I called Refund Line again on December 4, and tried to get the email address, but after 3 tries, I gave up. It has now been 14 business days, and I have yet to receive a response from Impark. I am pursuing this matter with Impark for: 1. not responding to a customer complaint about the broken meter 2. not refunding customer in timely manner 3. making it difficult for customer to communicate i.e., not answering phone calls, extra long email address If it had been me who failed to pay for parking, Impark would have been hounding me with letters **** ******* of sending the bill to a collection agency.

  Business response

  06/01/2022

  Hi **** *******
  
  My name is Zith with Impark.
  
  We apologize for any inconvenience while paying for your parking at the meter.
  
  Kindly send an email to ********************************* regarding your meter refund request. Please attach a copy of your receipt and contact information.
  
  Regards,
  Zith

  Customer response

  11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  REALLY APPRECIATE YOUR HELP!

  
  Sincerely,
  
  **** ******

• Initial Complaint

  13/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/13/2021, I used the IMPARK garage in **** ******* ******** **. The garage entrance has sign that says "free 2-hour parking with receipt". We dined at a participating restaurant, and came out within 2 hours to find a ticket, which I eventually paid $56. I called IMPARK to find out what happened, they say the sign means a receipt from the meter to be displayed on dashboard. This made no sense for a variety of reasons: 1) daily rate is only $22. I offered to pay a full day rate, and IMPARK refused, despite we have restaurant receipt and there's no fault on our end at all. 2) it's meant to be free with a receipt from a merchant in that building, which we do have. 3) their meter was broken and cannot be used. 4) there's no clear and visible instruction whatsoever in the garage. I chatted with two IMPARK customer service reps, neither was willing to consider our proof and explanation that we did not illegally park there at all. **** ******** ** * ********* *** **** ***** ** **** ******* *** **** ** *** **** ***** ***** ******** ** **** This kind of ***** business practice must be stopped!

  Business response

  13/12/2021

  Hello *** ****

  My name is Zith with the Enforcement team at Impark.
  
  I'll be glad to further look into this.

  I have called your phone number ***** ******** and was automatically directed to voicemail.

  Kindly respond to this with a photo of your notice for me to further review.

  Regards,
  Zith

  Customer response

  13/12/2021

   
  Complaint: ********
  
  I am rejecting this response because: my issue has not ben resolved.

  I called back to 888-331-7122 per instructed and was unable to reach Zith directly. The call was disconnected as Melissa tried to transfer me. See notice attached and notice number is ********** 

  
  Sincerely,
  *** ***

  Business response

  16/12/2021

  Hi *** ****

  Per our phone conversation on December 14, 2021, this issue has been resolved.

  The notice is still valid and I have offered you a reduced amount of $20.00 and refunding the difference of $36.00 from the $56.00 you paid for the notice. The reference number for the refund is ********* and the processing timeframe for the refund is up to a week.

  Regards,
  Zith

• Initial Complaint

  09/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 8th, 2021, parked at ********* station park and ride. Paid (have receipt for proof) at 14:22. Stall ***  Impark, issued a parking ticket at 14:43 21 minutes later stating I did not purchase a parking ticket which I clearly did. I have caught them doing this is the past and believe this is a *****

  Business response

  30/12/2021

  Hello **** *********

  My name is Zith with the enforcement team at Impark.

  Kindly provide us your notice number for us to review.

  Regards,

  Zith

• Initial Complaint

  07/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  December 2, 2021 I parked for 4 hours at an impark lot. Every hour I renewed my parking. I picked the ****** lot on the ******* app and just renewed whenever time was running out. For some reason it jumped to the lot right next to it called '*** *****'. I came back to my car with a ticket. I submitted a ticket on the impark website and it has almost been a week and nobody has gotten back to me about it, when it says 2 business days. I have the receipt and ticket still. I'm not sure how but I'm 100% sure I clicked to pay for the ****** location but it ended up paying for the ***** location which is right next to ******. The notice# is *********.

  Business response

  08/12/2021

  Hello ***** ****,
  
  
  My name is Bavan with the Enforcement team at Impark.
  Upon reviewing the notice and ******* payments on December 2, 2021, they were all for The ***** location at **** ****** *** Richmond. Your vehicle was parked at **** ****** Rd and ******* name for this location is ****** Road
  
  Since payment was made for a different location, the notice is valid.
  
  Kindly ensure to check the ******* name on the meter and the signage and manually type it. Please do not base on the map selection in the app to avoid selecting the incorrect lot.
  
  We have voided the notice as a one-time courtesy.
  
  
  Regards,
  Bavan

  Customer response

  08/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am among many frustrated Impark customers. My account number is ******. I paid for 20 months of $240 of monthly parking to Impark. I was moving away on 10/31, so I started contacting my local Impark parking garage and Impark customer support on 10/01 on the phone (see screenshot). I called everyday, but only got through to the parking garage manager on 10/21, who finally cancelled my parking, and told me I'd be charged an extra half a month for the "late notice". I expressed that I thought it was unfair, even with it being in the contract. It was incredibly difficult to get through to anyone at Impark parking garage or customer service. With our lives being so busy, I didn't have time to keep looking for someone who can help further.   On November 1st, I saw on my credit card bill that I was charged $120. I disputed it with my credit card company. Then On December 1st, I saw $145 on my card.  I would like for this to be resolved with a refund and stop billing. * *** **** **** ****** *********** ***** ****** ** ***** ******** *** ********* ********. By the way, for the very few times I did interact with the Impark parking garage who worked in our apartment complex’s garage, it was obvious that they were under the influence while on the job. But that's another issue. 

  Business response

  13/12/2021

  Hello Ms. ***** *********
  
  My name is Joshua from monthly parking at Impark.
  
  Upon investigation of your account the amount of $145.00 is for the monthly parking charge of November 1-15, 2021 and a $25.00 rejected payment charge in November 2021.
  
  Addressing your concerns our parking manager has cancelled your parking assignment for November 15, 2021 as a courtesy on October 21, 2021. As per our Terms and Conditions, it is stated that a 30 day cancellation notice is required.
  
  With your dispute through your card provider, we have returned back the amount charged on November 1, 2021. Due to this payment being rejected and returned, a rejected payment charge of $25.00 has been applied to your invoice. We have removed your billing method off of our systems.
  
  The monthly parking charge of November 1-15, 2021 of $120.00 was due. We have escalated your request to our operations team. They have only approved of the refund of the rejected payment charge at $25.00 based on our cancellations' Terms and Conditions.
  
  
  We appreciate your patience in this matter.
  
  Regards,
  
  Joshua

  Customer response

  13/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: I attached evidence of trying to contact the parking garage and your customer service almost every single day starting 30 days before my move-out date. My phone calls were not picked up. In court, it will not be difficult to demonstrate my intention and plausible effort to cancel ACCORDING to the Terms&Condition. Please reconsider this, before I contact my lawyer for this. 
  
  Sincerely,
  
  ***** ********

  Business response

  22/12/2021

  Hello Ms ***** *********
  
  We acknowledge that you have made multiple attempts to call us requesting cancellation. 
  
  The call logs provided reflects the objective to cancel. We do not consider this as an actual cancellation or proof thereof.
  
  We have various methods of cancellation, the online customer portal option being directed in our voice prompt when contacting our call center. Other than our online customer portal, we also offer online form submissions, and social media as approaches to cancellation.
  
  The amount charged for the month of November 1-15, 2021 will be upheld.
  
  We appreciate your time in this matter.
  
  Regards,
  
  Joshua

  Customer response

  22/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: Impark is one of the worst ran companies I ever had to dealt with. *** ***** ****** ** ********** ** ***** *** ******* *** ****** ***** *** ***** ****. I tried so many attempts to call Impark to cancel my service ON TIME but due to their operational and management disaster, a simple task cannot be completed. We are extremely busy with many family obligations, we dont have time to chase you around when you can’t service your customers. I paid 20 months of $240! And they are totally willing to create an angry customer for $120 due to Impark’s bad operations. * **** ** ********* *** ****** ******* ** ***** **** **** ******* * ** *** ****** **** ***** ******** 
  
  Sincerely,
  
  ***** ********

  Customer response

  05/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hi, the business promised me to refund $25, but they never did. How can I or you help me contact them? If they didnt refund me that due to i rejecting their response, how can I do it again?

  
  
  Sincerely,
  
  ***** ********

  Business response

  10/01/2022

  Hello *** ***** ********,

  My name is Joshua from Monthly Parking at Impark. 

  The promised settlement has been completed and a $25.00 refund has been made back to your card on January 5, 2022.

  Please be advised that refunds typically take 3-5 business days and can differ depending on your card provider.

  We appreciate your time in this matter.

  Regards,

  Joshua

  Customer response

  10/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. IMPARK STILL ***** $120 FROM ME. I don't have time to pursue further but the reputation of a company will stick and spread.
  

  Customer response

  16/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Please see attached.

  Here is it. I dont owe them any money. Not sure why I get this email.

   

  
  
  Sincerely,
  
  ***** ********

  Business response

  03/03/2022

  Hello Ms. ***** ********,
  
  
  
  Reviewing your monthly parking account, a promised reversal and refund of the November 2021 Rejected Payment Charge of $25.00 has been completed. A refund has been sent back to your card provider on January 5, 2022.
  
  
  
  As with the chargeback dispute on November 2021, the recharge on December 2021 has also been disputed. Another $25.00 Rejected Payment Charge has been applied due to the chargeback.
  
  
  
  We can confirm that the disputed amount has been returned on January 19, 2022. We will request for the additional $25.00 to be waived again and to finalize the account to zero owing. Please be advised this is subject to approval. We may follow up on updates with your email address in our files.
  
  
  
  Regards,
  
  
  
  Joshua 

• Initial Complaint

  02/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction:Dec.01.2021 Amount I was charged:$94.20 for monthly parking payment Nature of dispute:I didn‘t authorize Impark to charge from my card and it was auto- charged and Impark refused to cancel the transaction and refund Called Impark right away once i noticed the charge,informed them that i don't need the parking for December,butthey refused to refund. Accoun number:******

  Business response

  06/12/2021

  Hello Mr. **** ****,
  
  My name is Joshua from monthly parking at Impark.
  
  Upon investigation of your account, you have contacted us with an original request to put your parking assignment on hold. Due to not being able to use our services while you are on leave, we have advised to cancel your parking assignment in the meantime.
  
  We do not have options to put parking assignments on hold, and would have to cancel parking if you do not want to continue to pay. 
  
  We have escalated your request to our operations team for a decision. Unfortunately the appeal was not approved of a refund or an early cancellation. 
  
  We may cancel your parking assignment for the end of December 2021 as per our Terms and Conditions.
  
  We appreciate your patience in this matter. 
  
  Regards,
  
  Joshua

  Customer response

  06/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Impark, 

  first of all, thanks for your prompt response!

  yes, someone from your team did contact me.

  Thanks for the response. However, the situation is that I am only on leave in December.

  I will be back on Jan3rd, so cancelling the account does not resolve my issue, because I still have to park at your parking lot.

  ** * *** ******** ** ** *** *** ***** ***** *****, I paid for monthly parking for Oct and Nov immediately because I understood that your lot is of great value to me. The problem is that the agreement didn’t emphasize that my credit card would be charged recurrently. I have no problem with being charged automatically, however, my special situation means that for the whole December, I will not be in my office. 
  

  I also tried to read the agreement last week after being charged, the web link didn’t actually open for me to go over the term again.

  I sincerely request a refund for December, or moving of the credit to Jan as I will be working at this new place for a long time.

   

  thanks!

   

  
  Sincerely,
  
  **** ****

  Business response

  15/12/2021

  Hello Mr. **** ****,
  
  Unfortunately cancellation is the best option we can provide.
  
  As established, we do not have options to put parking assignments on hold. If you do not wish to pay for parking you would have to cancel your parking assignment.
  
  We offer parking on a monthly basis and as stated in our Terms and Conditions, parking charges (and any applicable taxes) are due in advance on the first day of each month for that month.
  
  We appreciate your time in this matter.
  
  Regards,
  
  Joshua

• Initial Complaint

  22/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 6 2021 I received a parking notice at the ***** **** ******** lot for allegedly failing to pay for parking. However, I did pay for parking here on this day. I have my credit card statement which shows on October 6 the payment was made. Impark has been very unhelpful. I was told that despite searching my phone number, email and name in their internal systems they could not find any record of payments made at all. They said the credit card statement doesn't really help because it could have been for an earlier transaction and was posted later, on Oct 6 and doesnt prove anything. I said hold on, you can see in the screenshot the Transaction date and Posted date are both October 6. So the transaction was made on oct 6 and it was also posted on oct 6. They said I have to contact ********* and get a transaction number before they can do anything. I told them I am not sure why their internal records are my problem, and I am not very happy about being told to now contact ********* about errors in their records. I said Impark owns the lot and they are the ones sending me letters that this bill is about to be sent to collections and im not sure why its up to me to contact them. They said ********* is the app developer and if there is a problem with the payments going through in the app it is *********s error, and I have to contact ********* and get a transaction ID number for the payment, before they will do anything. I told them it doesn't seem like my job to contact ********* for a matter that is regarding their internal communications. They said yes, it is my parking ticket therefore it is my job. I said hold on, you just told me you saw my credit card statement that proves the payment was made. The parking ticket was made in error and I have done nothing wrong! After this they hung up on me. There was money taken off my credit card, on the same day, for the correct amount, for my parking. If the money was not received, where has the money gone?

  Business response

  26/11/2021

  Hello **** ** ******,

   

  My name is Zith with the Enforcement team at Impark.

  Upon reviewing your notice and the attached proof of payment, I have voided the notice.

  Kindly ensure to always keep your receipt either from the meter or the app.

   

  Regards,

  Zith

  Customer response

  27/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. In addition, I would "kindly" suggest to Impark to stop ticketing cars that have already paid for parking, and coach employees on proper telephone etiquette i.e. when someone calls to discuss a ticket and they are hung up on. I find that extremely rude and unprofessional.
  
  Sincerely,
  
  **** ** ******

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon moving to Portland in June- I needed to obtain parking nearby. I was recommended this venue, and quickly signed up with my policy effective the last day of June. Never once did I get an email with a confirmation of the account, but my money was quickly taken. Fast Forward to the first time I used this lot in July- I was smacked with a 89$ ticket for "not having authority to park in the lot/ no parking meter paid" when my car was face out with the permit in clear view. I called customer service immediately, never heard back. I cancel my parking online on July 7th just before 3pm PST- which was within their terms to have my policy effectively cancelled by July 31st meaning I would not have to pay any additional parking fees. August first comes around, and I'm hit with a 152$ monthly charge- I call customer service and they told me "sorry, nothing we can do you chose to cancel your parking for end of Sept" it said that NO WHERE when I cancelled. I submit a chargeback with my credit card. September first comes around- another charge for 152$. I was told to call another number to "look into it" it was a voicemail and hung up before I could leave one. I called again- the office was "closed"..... it was 2pm. My charge back was approved for the first month because MY BANK could NOT reach anyone to discuss anything. Fast forward to October 1st, I was charged 329$. I call customer service again- incredibly unhelpful and gave me an email address that does not exist. November 1st- charged 329$ AGAIN. I reached out to customer service AGAIN saying they do not have authority to charge my account and she hung up. At this point- the company owes me over 810$, I have been unable to remove my card from their system, and have had ZERO luck with reaching anyone. **** ******* ** ******** ** *** ** ***** *** I cannot even block the issuer within my bank without cancelling my card to get new numbers. This is my last resort before I get lawyers involved.

  Business response

  16/11/2021

  Hello Ms. ****** *****,
  
  My name is Joshua from Monthly Parking at Impark.
  
  Upon reviewing your account, we have only charged you $329.70 in total. Due to your disputes with your bank, we have refunded your requested amount, and we have charged back the amount refunded. The amount consists of the monthly parking charges for August and September 2021, and a rejected payment charge.
  
  We have raised your issue to our Operations Team and am glad to inform that they have approved a full refund.
  
  A request has been escalated to our Accounting Team to process the refund. Please be advised refunds typically take 3 - 5 business days, and may take longer depending on your card provider.
  
  We appreciate your patience in this matter.
  
  Regards,
  
  Joshua

• Initial Complaint

  10/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Oct 26th I parked in Impark Lot *** "************* ******** ********* **" lot. I initially paid for parking on the hangtag app. In the app I have two vehicles configured Hangtag receipt: ********  Impark station receipt: ******** I acknowledge making a mistake by selecting the wrong plate number in the app. However I realized this mistakes within seconds. The app does not allow one to change the vehicle or cancel parking. I called support to inform them of the error. I have previously made this mistake once or twice before so I know they are able to make a change on the back end. I was informed their "policy" is to provide a single one time correction in this situation. I asked if this was a once per life situation and was informed it was. I was informed I should purchase a second ticket or I would receive a parking violation ticket. I asked to speak to a manager but was told their policy was not to transfer calls but they would put me on a call back list within 24 hours. I did not receive a call back from the manager. The result of this situation that could have easily been resolved by Impark I was effectively forced to pay for the same spot twice. I was also blocked from speaking to anyone with discretion to make a change. ***** ******* ********* ******** ** ******* a single life time correction when selecting the wrong vehicle which is easily done is entirely un reasonable *** ** ** ******* ***** ** ****** ******. This could easily be resolved with app functionality to make a correction or a reasonable customer service policy. Additionally given the relatively small amount in play and the lack of a call back, * ******* ** ** *** ******** ** ****** ** *** *** ****** * ********** ********* ** ***** ********* ********** *** ******* ******** *******. I would request a refund on one of the tickets, a policy change to perhaps one error every 3 months would be reasonable, and the promised call from an Impark manager.

  Business response

  16/11/2021

  Hi *****,

  Good day!

  I called your phone ************ today, I left a VM saying the call is with regards to the BBB complaint. I checked your account and I see that we have given you two courtesies for paying the correct license plate. When you got a notice, we have cancelled it for you too. On both occasions, you were advised that you need to make sure you are paying for the correct plate, as stated on the hangTag website, once a session has started, we can't modify or cancel a session. 

  I understand the frustration with regards to the policy but on two occasions when you made a mistake, we tried to accommodate your request. My apologies if you didn't get a call back, I'll have this looked into. 

  As much as we would like to accommodate your request for refund, unfortunately we are unable to so. I hope you understand that we have protocols to follow as well. If you have questions, please call hangTag Support at 1-844-309-1028, we are open 24/7. 

   

  Thank you. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩