Complaints

This profile includes complaints for Ace Parking Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ace Parking Management Inc has 29 locations, listed below.

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  Ace Parking Management Inc

  645 Ash St San Diego, CA 92101-9493

• 

  Ace Parking

  11500 W Olympic Blvd Los Angeles, CA 90064-1524

• 

  Ace Parking

  210 E 3rd St Long Beach, CA 90802-3188

• 

  Ace Parking Management Inc

  1200 Prospect St La Jolla, CA 92037

• 

  Ace Parking Management Inc

  849 W Harbor Dr San Diego, CA 92101

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked at an ACE parking lot at ****************************************************. I paid $20 for parking one minute after I entered the lot and left before the time expired. I received a letter from Parking ************************* for $100 for No Permit/No Facility Registration/Unauthorized Parking.I disputed the charge and provided a copy of the original receipt and also copy of the charge from my bank statement. The dispute was denied. I paid for parking and have provided all the documentation requested by **** and they still denied the dispute. This company is trying to scam parking customers into paying high fees.

  Business Response

  Date: 04/12/2025

  After receiving this customer complaint, we investigated the ********************** control and payment system at our ****** location and found that the camera monitoring system had lost communication with the payment platform at the lot for several days.  This resulted in incorrectly issued citations.

  We are contacting customers who may have been impacted including Ms. ************* Our location manager, Mr. **** *******, will be reaching out to Ms. ****** directly to offer our apologies and take whatever steps are necessary to correct this error.

  Thank you for bringing this issue to our attention.

  ***** *******, President of Operations

   

  Customer Answer

  Date: 04/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a job at this company for a parking attendant. I was told that the background check would only take 72 hours. I had to reach out to them several times before they got back to me weeks later. *** ******* Was extremely rude to me regarding the background check asking her standard questions. Standard company policies are allowed to have them which youre not allowed to have you not to be hired. She hung up on me for asking her to send me something that shows what their background check requirements are for hiring. She kept talking over me was extremely rude and unprofessional. This company needs to make it clear what youre allowed to have on your background to be hired as a parking attendant I have traffic violations and another. Charge that is minor no one gave me a clear answer. She was too busy being rude to help me. The owner of the company needs to check into this. I felt discriminated against and I have no right to be disrespected like that.

  Business Response

  Date: 02/06/2025

  I regret that you did not feel the hiring process treated you fairly and that our Recruiter was not was pleasant as you expected.

  However, I am more than willing to confirm for you that everyone hired by ACE must complete a background check.  Furthermore, any job offer we make is contingent on passing the background check.  Information you have that conveys potential employers are not permitted to perform background checks is, unfortunately, not accurate.

  Sincerely,

  ***** *******, President of Operations
  

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past two months I have been overcharged at least $600 from Ace Parking. There has been automatic over payments of $220 and $50 multiple times this does not seem to be an accident. Feels more unfair and like a scam. I would like my money back. My next step is to take Ace to small claims court to get this issue resolved l.

  Business Response

  Date: 02/03/2025

  Based on what was submitted, cannot determine which parking location this is referencing.  Please provide location name/address and who at *** you may have brought this attention to in the past so we might research this to try to resolve any disputes.

  Thank you.

  ***** *******, President of Operations

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against ACE Parking regarding vehicle damage due to valet service negligence During my stay at *************** from January 10, 2025, to January 11, 2025, I entrusted my vehicle to the valet parking service operated by ACE Parking. As part of this service, I expected my vehicle to be parked in a secure and safe location. However, my car was left at the hotel entrance, an exposed and high-traffic area, for several hours. This negligence resulted in a hit-and-run incident, causing $1,221 in damages to my vehicle.Despite my attempts to resolve this matter, ACE Parking has denied responsibility, claiming the incident was caused by a "criminal act" and beyond their control. However, this explanation ignores their failure to relocate my vehicle to a safer location. It is evident that the valet team did not take reasonable precautions to safeguard my vehicle, which directly contributed to the incident.This situation has caused me significant financial loss and inconvenience. I am seeking compensation for the full repair cost of $1,221 and a formal acknowledgment of negligence by ACE Parking. Additionally, I urge ACE Parking to review and improve their valet parking protocols to prevent such incidents from happening to other guests in the future.

  Business Response

  Date: 01/28/2025

  We sincerely regret this incident occured and are doing everything we can to assist the police in apprehending the invididual responsible for the hit and run that caused the damage to the vehicle.  However, we need to note this was a 'criminal act' caused by someone not associated with ACE Parking.  The individual responsible is being sought by the *************************** and any responsibility for the damage is theirs.  
  

  Again, we regret this happened and are cooperating with the police to apprehend the individual responsible.  But ACE cannot take financial responsibility for something that was out of our control.

  Sincerely,

  ***** ******, Regional Director

  
  

  Customer Answer

  Date: 01/28/2025

  Hi Aidan,
  
  Thank you for your response. However, I must strongly disagree with your statement that ACE Parking bears no responsibility for the damage caused to my vehicle during my stay at ***************. While I understand that the incident involved by a third party, this does not absolve ACE Parking of its negligence in fulfilling its duty of care.
  
  The primary issue is your team left my car parked at the hotel entrance, an exposed, high-traffic area, for SEVERAL HOURS instead of promptly relocating it to a secure parking location. This operational failure is a clear breach of your responsibility to ensure the safety of guest vehicles entrusted to your care. Had my car been moved to a safer location in a timely manner, this incident could have been avoided entirely.
  
  
  As the valet service provider, ACE Parking had a duty to act with reasonable care in safeguarding my property. Leaving my car in a vulnerable position for an extended period demonstrates a lack of oversight and negligence in your operations. It is unreasonable and unfair to shift the burden of this incident entirely onto me, the victim, when it was your teams failure to properly manage the parking process that created the conditions for this incident to occur.
  
  I am requesting that ACE Parking take responsibility for this operational failure and provide compensation for the repair costs of $1,221. 
  
  I look forward to your response and resolution of this matter.
  
  

  Business Response

  Date: 01/30/2025

  I am glad to report that after internal discussions among our leadership, ACE will take responsibility for the claim and reimburse you for the damages to your vehicle while it was parked with us. 

  Someone from our organization should have already reached out to you to coordinate.  If not, please feel free to contact me directly so I can further assist in getting this resolved.

  Thank you for reaching out via BBB so that we could re-evaluate your situation.

  Sincerely,

  ***** *******, President of Operations (*************************************************************)

   

  Customer Answer

  Date: 02/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***
  
   
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Ace with the following concern in the date of coccurance and followed up with all requests, until they asked for a picture, a month after the occurrence, which I could not provide.An Ace parking attendant parked my car in, making it so I could not leave an event.I spoke with the Ace security guard as well, who could not help me, as there was no way to get ahold of the owners of the other cars. I provided a picture of the receipt, as requested. Additionally, I filed a complaint the day of the incident. I was told nothing could be done without a picture.Parking cars in, especially when people are paying, and there is an attendant parking the cars is unacceptable. I ended up getting hurt, so my husband was coming back to pick me up, but was unable to leave. Had this been an emergency, this concern would have been much ********** is unacceptable to charge for parking, then park someone in, so they cannot leave. I would like this issue to be addressed and not repeated. Emails back and forth with Ace customer service provided no resolution.8/26/24 location: ******************** Lot The ********* A locationNumber: 1223 barcodeNumber: A6FFEF2F-40EB-431A-A9B6-03212C29195D

  Business Response

  Date: 10/05/2024

  Ms. *******,

  We are disappointed to hear that we lost control of the parking for the Shell event and will happily refund you your parking fee. 

  After receiving your BBB complaint, we tracked down everyone in our organization who might have been involved and communicated with you, but cannot locate a single person who is aware of your interaction with ACE.  Would you by chance happen to know the name of the individual who you have been in touch with?  Who asked you to provide a photo of the blocked in vehicle?  It would really help if we cold obtain this information so we might provide them with training on how to handle and respond to customer queries.

  Finally, we will make sure we review our parking plans for this lot to prevent this from happening again.  Never should we allow cars to park in such a way that a vehicle is 'blocked in' and therefore unable to exit their parking space.

  Thank you.

  ***** *******, President of Operations

   

   

  Customer Answer

  Date: 10/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  As requested by Ace, the name of the person I interacted with was **** Justicia:

  **************************************************************
  
  Regards,
  
  ***** *******
  
   

  
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25, 2024 at 7:43PM, on-line, I reserved and paid ***** to ACE Parking Management (APM) for a July 6, 2024, parking reservation to their parking garage located at ********************, **. We were provided, on-line, by APM with a Space Parking Voucher with a QR code (ACEP342369813) which stated, " Parking will be guaranteed for the day and spaces shall be on an unreserved, first come, first served basis." The day of the event, July 6th, we arrived at the parking garage annd were denied access. The garage attendant told us the garage was full and no other explanations were provide, nor were we told who to contact for assistance. We were forced to seek out parking at a different and distant location. Since the event, I called ACE numbers and left voice message; thus far no response. I called ACE corporation, ************, and was told to contact the local garage that it was not an issue they would address. I was then transferred to the garage,, supposedly on 6th and K and I was informed it was an issue corporation would handle. I was then given the manager's (*********) telephone, ************. The number was not answered and the mail box was full.. This is not a way to run a big business as ACE is. Why pre-pay if service will be denied.

  Business Response

  Date: 07/11/2024

  ********************,

  I deeply regret and apologize that we did not accommodate your advance purchased parking for July 6.  Our expectation is that anyone with a pre-purchased parking pass will be allowed to enter and park in the garage; there are no exceptions to this rule.  I cannot understand why our team member did not allow you to enter.  Even when we are full, we have areas in the garage where we can get 'creative' in terms of finding a parking space for another car.

  In following up with our team members working that evening, there was not good reason provided other than they thought we were full.  As I noted earlier, our approach is to never turn away someone who has bought parking.  We have already conducted refresher training courses for our people working at the garage to ensure this does not happen again.  We are also making sure they provide the proper contact name and number when issues arise and a customer wishes to speak to a supervisor.  We will also follow-up with our call center operators to make sure that they recognize the proper routing when a problem such as this arises.  While this is a garage issue that can only be resolved at the site level, passing your information to one of our Area Managers would have enabled us to proactively take immediate action.

  What disappoints me most is the fact that we are already more than halfway through the baseball season and should not have these kinds of things happen.  We should understand what to do and how to do things by now.

  We will of course refund you the parking fees paid.  Also, I would like to offer you complimentary parking on your next visit to either a ****** Game or another Downtown event.  If you contact me before heading this way, I will arrange complimentary parking for you.

  Again, I apologize for this situation.  It never should have happened and we are taking steps to make sure it is not repeated with anyone else.  

  Sincerely,

  *************************, President of Operations

   

   
  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was held hostage inside the ace parking garage on ********* and had my paid parking card blocked by the garage host with no explanation. I can only assume it was because they got their feelings hurt from a review I left about their poor staff and service methods. Due to them changing their rules on a regular basis. I left my key card in my apartment and was late for a health emergency. So I gave them my name and apartment number as well as parking spot. And for the 8 min to s I have lived here thats always worked. 1 individual decided to make it an entire issue. Stop the line. Force me to leave the line to go locate my key card in my apartment. (Delaying my health emergency and forcing me to be late to work as well) all so I could come and scan a card they know I have from my name & information. Earlier that morning. The same thing happened when I was going to the gym and the morning shift had no issue. Yet the evening shift wanted to be problematic. Then when I confront them about their problematic behavior. They block my parking card even though I pay a monthly premium for parking.

  Business Response

  Date: 06/27/2024

  ACE Parking is surprised to receive this complaint as we were led to believe that the customer, **************, had acknowledged the situation and admitted that he was never 'held hostage', nor was he mistreated at any time. 

  On this particular day, ************** attempted to exit the facility three times without his keycard. As Mr. ***** is well aware, there is a requirement to use a parking access keycard to enter and exit the facility, which is also acknwledged on his parking application form. Not only does this requirement ensure proper usage of the facility, it ensures we are able to provide maximum safety at all times for our customers and guests.  For this date, Mr. ***** was advised on his first two attempts to go through the parking control equipment without his keycard, that he must have a keycard going forward.  Please note we granted him the ability to exit in these two instances without his key card as a 'courtesy'.  However, upon his third attempt to navigate through the pakring control equipment without his key card, we could no longer allow him to blatantly flount his disregard for the rules of the garage.  Therefore, he was instructed to retrieve his keycard to exit or pay the daily rate.
  

  Upon returning to the facility, he proceeded to violently kick the parking office door with such force that it knocked items off of desks and walls.   As a result, our parking team advised the residential property management office of the incident, who determined Mr. ***** was no longer paying for parking and it was confirmed that his garage access should be denied. Upon informing Mr ***** that he was no longer allowed in the parking facility, he sent an apology email admitting fault for the incident.
  

  As clearly evidenced from our records, Mr. ***** was 'in the wrong' and ACE vehemently denies his claims and will continue to take an aggressive stand to protect/defend our name from any further defamation on the part of Mr. *****.

  *************************, President of Operations

   

   

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a refund for a credit with ace parking as I completed my nurse travel contract and a credit is due to me. I have called, left messages, and emailed the company over the last three days. It is probably about $25. Then I noticed a $12 charge for today, as if I parked in the garage. I am currently in **********, ** and the garage is at Swedish first hill in *******, **. This is fraud. I am wondering how many people they do this to? I think I should report them to the hospital as well

  Business Response

  Date: 05/03/2024

  We were able to investigate this situation and believe steps are being taken to rectify the issues raised by the customer.  

  Termination notice from Ms. ********* was received by our location on April 30. A reply from ACE was sent out but our understanding is that it was not received by the customer.  A subsequent email has been sent and responded to by the customer confirming that we are refunding the unused portion of the parking fees ($16) and the $12 mistaken charge for a total refund of $28.

  Believe our site manager has already conveyed this to the customer so as soon as the banks involved process the refunds, she will see the full amount credited on her next statement.

  Thank you.

  *************************, President of Operations

   

   

   

  Customer Answer

  Date: 05/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/13/2023 we arrived to ******************************** we use ace parking at 4 pm we left to eat around 8 o'clock valet parking guy open both door for us we got on the car drove to eat we got to the restaurant when my husband close the door he notice a sound at door notice the car was hit I immediately contact the hotel let then know they told me to come back and talk to valet when we arrived the valet driver was already had claim paper on hand fill up and said that I could talk to the manager in the morning. The next day I talk to the manager he Siad that I shouldn't have a problem with the claim since I had reported right away .know ace parking diened my claim because they say I dint reported right way that a lie .I just want my car get fix please help

  Business Response

  Date: 04/29/2024

  We regret this situation was not resolved to your satisfaction.  After an investigation on our part, the findings are not necessarily consistent with those relayed in the BBB complaint.  Our informaition noted that the Hotel was contacted roughly two hours after the vehicle left the property, at which time the front desk alerted the valet who was able to prepare the claim forms and paperwork for the guest's return.

  ACE personnel on site reviewed curbs and other areas where vehicles are parked and confirmed that none of the curb paint at the property was 'transferred' to the vehicle's damaged area, which would have ocurred if the incident happened while in the control of the valet.

  Unfortunately, this leads us to determine there is no clear connection or evidence the damage was caused while in possession of the hotel's valet team.

  We regret this has occured but are continuing with our initial determination that we cannot accept responsibility for the claim.

  ************************************, Regional Director-Operations

   
  

   

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for monthly parking at one of their lots and they towed my car even though I had paid for the month of April. The women I spoke to was extremely rude and, prior to looking at my account details, accused me of not paying. I would like to take legal action against the company for unlawfully towing my car and causing me severe inconveniences. I live in ********* and when I discovered my car was stolen by ace via a tow company, I had to drive to LA.

  Business Response

  Date: 04/25/2024

  Was extremely disappointed to learn that this incident occurred.  After looking into it, we had a system error in our enforcement program where the vehicle plate information was not properly uploaded into our system.  As a result of this and some human error, ACE caused this incident to occur.

  We have been in touch with the owner and I believe are working out a program to make her whole.  We are covering the tow and storage fees, all uber charges while the vehicle was unavailable and provided a month of free parking in an effort to 'own' the mistake.  

  We deeply regret this occured and are working on updating our back-office enforcement system so this does not get replicated in the future.

  Sincerely,

  *************************, President of Operations