Business Profile

Parking Facilities

Ace Parking Management Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

34 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:02/28/2024
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 parked my car with valet service provided ACE and the valets did not lock my car, admitted to such and then refused to assume any responsibility for the break in and theft of my possessions while in their care. This would never have occurred if the valets had locked the car. I was given the runaround for a week and my claim was denied. NEVER use this company again. Absolute incompetence, complete disregard for personal property and safety.
Business Response
Date: 02/29/2024
Regret you encountered a negative situation when using our valet services. Unfortunately, your BBB post did not provide any details including where this occured, when you parked with ** and who you spoke to regarding this incident. Also, what was 'lost' from the vehicle?
If you could provide specifics, we would be happy to look into your situation to determine if there might be something we can do for you.
Thank you.
*************************, President of Operations
Initial Complaint
Date:01/27/2024
Type:Billing 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.
Im a tourist from ****** and we got a NOTICE from ACE Parking, but we scan de QR that was there next to a public parking and couldnt download the app or any information about the site. There was no one there to ask anything and now appearantly we have to pay $ *********************************************************************** ***, and even if I try I dont own a credit or debit card with US address, I tried to shop online manytimes and couldnt, so it might be the same. What can I do, I dont want this to affect me.
Business Response
Date: 01/28/2024
As long as you had a smart phone, you should have been able to process payments after scanning the ** Code. It does ont require anyone to download the Ace Parking app.
At this point, if you can provide the details of the citation you were issued (date, citation #, location where you parked, etc.) we will be willing to waive the fee for non-payment. However, we need those details before we can access your citation in our system.
Thank you.
*************************, President of Operations
Initial Complaint
Date:01/23/2024
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.
Reserved parking using the app. The barcode provided did not work and I was forced to pay for parking twice. My request for a refund was denied. I was charged for a product I was unable to use.
Business Response
Date: 01/25/2024
Thank you for bringing this issue to our attention. I have been looking into this with our back-office team who oversees the online sales processes and it appears this is one of those cases where we missed the **** in terms of the appropriate response. We should have refunded you the extra payment since it is pretty clear that the parking purchased in advance did not integrate properluy with the location's parking equipment. We are researching why this might have occurred to so can try to eliminate it from happening again.
Please be advised that our team is processing the refund today and you should see the credit on your statement shortly, depending on how long your credit card bank takes to apply it to your account.
I regret this happened and appreciate being given the opportunity to make things right.
Best wishes.
*************************, President of Operations
Customer Answer
Date: 01/26/2024

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:11/14/2023
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.
My Vehicle was parked in the *** Terminal 2 ***************** parking area. I prepaid for parking from Friday, Nov 10 - Sunday, Nov 12, 2023 through ACE parking online. My vehicle was towed on Saturday at 3:21 PM according the Rescue Towing from space 345 (under the S2 Terminal 2 parking sign). The tow was requested by *********** Parking, even though the online payment was tied to my license plate. The images attached show that there were no signs indicating that this was an inappropriate place to park. The tow fee is $579. Ace Parking has reimbursed me the $118 I paid to park at their facilities but is refusing to rectify the towing. I am told I can only work with ************************* ************************************* She refuses to take or return my calls. This is wrong. I never should have been towed.
Business Response
Date: 11/15/2023
We regret that this situation occurred, however, the lot in which the vehicle parked is not a public parking lot and has not been available to the public since construction of Terminal 1 was begun. There are signs leading to the airport on Harbor Drive that clearly direct customers to enter the parking structure for Terminal 2 parking. There are also signs at the entrance to the parking lot used by the customer indicating that it is a 'Valet Only' lot.
Please note that the vehicle was cited on November 11 at 7:22 am by one of the Airport Traffic Officers. (Citation #********* noting that the vehicle was parked in the valet lot, space #***) When one of the Airport Traffic Officers cites a vehicle and it is not removed in a timely manner, we are required to have that vehicle removed from the property.
As a result, our hands were tied and we had no option but to have the vehicle towed from the property. We already provided a full refund for the parking charges, but unfortunately, that is all we are able to offer since the tow costs are outside our control.
Sincerely,
***********************************, General Manager
Initial Complaint
Date:11/05/2023
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.
Valet Parking Damaged my bumper.Claim ticket ****** 10/10/2023 - 10/14/-2023 Filed a claim and they denied for below:As a valet service provider, we are obligated to take reasonable measures to safeguard your vehicle from foreseeable incidents that *** result in damage to,or loss of, your vehicle. Our investigation into this matter yielded no evidence that ACE Parking was negligent in this matter.In view of these circumstances, we must respectfully deny your claim for damages. We regret that our decision could not be more favorable to you and suggest you consult with your own insurance carrier for potential coverage.
Business Response
Date: 11/08/2023
We appreciate the concerns raised by the vehicle owner. However, after looking into this situation and speaking to our team members at the *************** valet operation, we found that the claimant's vehicle had extensive cosmetic damage upon arrival, with similar scratches and markings throughout the vehicle body. We regret that the back of the valet ticket noting pre-existing damage ticket was not fully completed but when the vehicle arrived, there was a heavy rush of incoming vehicles.
Furthermore, the damage noted by the customer is very specific in nature and does not align with the physical characteristics of the vehicle holding facility. In essence, if a valet attendant had caused the damage, the type and nature of the damage would look or appear as the damage being attributed to our actions.
Based on the above ACE finds the referenced damage to be pre-existing in nature and thus not the responsibility of ACE.
We regret that we must take this position, but there is nothing that ties the damage to ACE's actions and thus we are unable to pay for any repairs.
Thank you.
*************************
Customer Answer
Date: 11/08/2023
This scratched was caused by *****************. I do not care about how the rest of the car appeared in their opinion, after the Fact? When did they do an inspection of the car for similar damage? I park there nearly every other week. Why now would I lodge this complaint. They are liable.
Business Response
Date: 01/02/2024
Apologize if there was any misunderstanding or lack of clarity ith our response to this claim. We will try to be succinct in this reply.
We believe the damage was 'pre-existing' due to the type of damage noted. Also, there are other similar cosmetic damages elsewhere on the vehicle. Therefore, our position is that ACE is not responsible for the requested repairs.
Thank you.
*************************

Customer Answer
Date: 01/24/2024
The damage was not there before we left the vehicle there. Yes, we have other minor issues, but this was clearly done while left at their facility. I'm not just trying to pull a fast one here. I am a highly ethical business leader and family man. I park there almost on weekly basis for my business travel for the last 4-5 years and this is my first complaint and request for reimbursement. What kind of company just throws the damage claim aside as if it was already there? They are basically calling me a liar. Stand behind your service. BBB - please let me know next steps and/or if I need to take this to small claims. Thank you.
Initial Complaint
Date:09/12/2023
Type:Product 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.
Haven't received response ---------- Forwarded message ---------From: ************************************* <*****************>Date: Sun, Aug 27, 2023 at 6:57?PM Subject: ACE Parking Online Reservations To: ACE Parking **************** <*****************************************************************************************************>Barcode No. ********* Lot #**** - ******************** - Block8.Sunday, August 27, 2023.Your session has started and expires at 6:56pm on 08/27/2023.Please download the spACE app to make additional purchases. ************************************** Please refund all in excess of payment for 24 hours ($25) on 8/27/23, which is $20, for hours parked from 8/27/23 6:56 AM PST to 8/28/23 12 AM, which is less than 24 hours due to overnight restrictions. Thank you.Barcode No. ********* Lot #**** - ******************** - Block8.Sunday, August 27, 2023.Your session has started and expires at 6:56pm on 08/27/2023.Please download the spACE app to make additional purchases. ************************************** Purchase Details Name: ********************************* Phone: ************** Parking Lot: ******************** - Block8 Arrival: August 27, 2023 at 6:55 PM Departure: August 28, 2023 at 12:00 AM Barcode: ********* Final Price: $25.95 ---iOS Ver. **** App Ver.: 3.3.11 image0.png On Sunday, August 27, 2023, ACE Parking **************** <*****************************************************************************************************> **************************** Online Reservations Having trouble viewing this voucher? Click here to login to your account to view or print this voucher.Parking VoucherClick Here To Print Vouchers Proof of Purchase may be requested at the location.Reservations only valid for ONE entry per day Dates:6:55pm to 12:00am Sunday, August 27, 2023 ******************** - Block8 WEB Directions: ******************** - Block8 9781561:$25.95 THIS CONTRACT LIMITS OUR LIABILITY - READ IT Copyright 2023 by ACE Parking All Rights Reserved.
Business Response
Date: 09/14/2023
Our understanding is that the customer has already been refunded for the parking at the lot. When our Director of Operations contacted the customer, she was unwilling to discuss the issue any further. So from our perspective, this matter has been closed by the customer.
However, we would be remiss if we did not point out some very clear facts about the parking lot:
- The lot serves many different users and the rates are adjusted based on what is happening in the nearby areas. This is why we list incremental and overnight rates. All of which can be usurped by an event which means we no longer honor the posted rates.
- No where does the lot market, advertise or promote 24 hour parking. Some parking locations afford customers 24 hours from the time they arrive on the lot if they purchase a full-day parking. However, due to the demographics in this area and the various users of the lot, we do not make available that parking option.
- Most of our parking is purchased online through a QR Code system. When parking is purchased, the customer is sent a ********************** receipt that should very clearly state the expiration time of the parking purchased. That way we let people know, up front, how long they can park without further charges.
If additional information is needed, please do not hesitate to contact us.
*************************, President of Operations
Initial Complaint
Date:08/28/2023
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.
Have Ace Parking Management, **** erase $40.00 charge for an alleged parking violation. On Saturday, August 26, 2023 at 5:28PM, I parked 3 spaces away from the front door of ***********************************, ************************************************ **************. I have been coming to this location frequently for the past 20 years. I picked up the food I ordered after 10 minutes walked back to my car only to find a parking notice requesting $40.00. After 7 minutes some fellow walking around the spaces in the plaza printed this notice and touched my car. I asked him I grew up around here and come here all the time, when did this start? He tells me its a couple weeks now. I asked where were the signs? He pointed to one that was for free parking, realized it was the wrong sign and pointed to another. I advised him they look the same. I asked him, why didnt you mention this to me when you saw me go in the the restaurant, I would have moved my car to the adjacent free space no answer. This seems like a scam and they are trying to steal money from local neighbors without being honest. Reach out to this business had have them remove the $40.00 amount. What they are doing seems criminal with signs that look identical in an effort to extort money from folks on a fixed income. When I went in to ask the Rubios store manager what was going on, she said they just started scamming customers last week. Everyone is complaining. ************************ Email: ********************** ************* Mobile: (+01) ************ ***************************************************************************
Business Response
Date: 09/05/2023
Unfortunately, much of what is noted in the BBB complaint does not accurately paint the true picture of the parking situation at this site. Firstly, the retail center's current paid parking program has been in place not just a few weeks but since July 2022,with ACE being contracted by the owner of the property to charge people for using a portion of his lot. The set-up for the parking is that one side of the lot is designated as 'free, 90-minute parking' for retail customers. The other side of the parking lot is designated as Paid Parking stalls that are separate from the retail program and thus open to the public provided they pay for the use of the parking.
The signs follow the same design because this is one location and the owner preferred a consistent sign layout and color scheme for the entire parking lot. He did not want to have multiple/different signs. (see attached) The 90 minute parking sign is located on one side of the parking lot with the Paid Parking signs positioned for the stalls opposite.
Our enforcement team's role is not to query every customer coming to the site to determine their destination. Their role is to monitor the lot, verify that those vehicles parked in the paid stalls have indeed paid, and if not, issue a citation. He did exactly what he was supposed to do.
As a result, ACE is unwilling to waive the parking citation as requested by ***************** He did not park in the visitor stalls dedicated to the restaurant and thus was in violation of the parking program in place.
I wish there was more we could do, but unfortunately, the customer parked in a paid ********************** stall and failed to process a payment for the use of that space. Therefore, the citation was warranted.
Sincerely,
*************************, President of Operations
Customer Answer
Date: 09/05/2023
It's clear ****************** perception of the is not consistent with the retail workers who are there on-site every day. When I received the citation, I took it into the restaurant that I went into for food pick-up and the manager told me they had only started doing this for a short time not 1 year and 2 months. I personally, would go there on a monthly basis and this was the 1st time I had been asked to pay another $40 on top of my family food order of $38. Parking now cost more than the food in the neighborhood. I have also noticed the parking spot I used had no sign. It had a pole with no sign. The signs were multiple spots away that can't be seen unless one is walking in the opposite direction from the retail store where I was a patron. I have also noticed since my BBB complaint, as I drive by the lot, new signs have found their way to the sidewalk as you drive into the lot. No one is parking there now. Ace Parking has also eliminated handicap parking spots for the people who need it just so ****************** can extort money from my neighbors. Because there is no adequate signage at the time I would ask Mr. ******* is this how he would want his family and friends to be treated. Here in my neighborhood we treat each other with respect and look out for each other. Good leaders ask their employees to do the right thing within their roles. If you are asking employees to extort more money from people for jumping into a store to pick-up take-out food that cost less than parking... I would question the business model.
He "wishes there is more he could do". This is an easy wish to ****** ****************** can waive the $40 fee this one time. I will never park there again as there is street parking all around the block. Please request he do the right thing, waive the fee and improve the signage.
Business Response
Date: 09/06/2023
Not sure why **************** takes the word of retail workers who do have limited insight into the parking and probably rarely deal with the property's owners who requested ACE take control of his parking lot. But there is no point in getting into any further finger pointing since the facts we provided including photos of the two types of signs in place detail the parking arrangement and differentiates the 'free retail parking' stalls from the 'paid parking' spaces.
But as a gesture of goodwill, ACE will waive the $40 parking fee notice. We just need to get a copy of the citation so we can remove it from our system, so please scan and email it to me at: ***********************************.
Thank you.
*************************, President of Operations

Customer Answer
Date: 09/19/2023

Better Business Bureau:
Thank you for this gesture of goodwill and ACE is willing waive the $40 parking fee notice.
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:07/20/2023
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 6/2/2023, the valet driver damaged the front passenger side wheel of my car, upon retrieving the car to me at valet services at Terminal 1 of the *****************. Upon confronting the valet driver, *************************, he admitted fault and apologized, then explained to me that the yoke steering wheel (unique to a Tesla Model S) was difficult to steer around a tight corner where the car was parked. He said the car is wider than regular cars (which is true) and he did not turn the steering wheel enough causing him to make contact with the curb. He then apologized to me many times and we called the onsite valet manager of Ace Parking to file the report. The manager assures me that they will take care of the damage and will follow up. Again, the valet driver admitted fault to me many times and also in front of the manager. We documented this on the report, which I wrote and the ACE Parking manager signed, directly in front of the driver. This document has been left with the manager and is in your possession as it was signed.Ace Parking subsequently emailed me to state they were not at fault and will not pay for damages.Ive uploaded the signed report, ***'s damage policy, and photos to your portal. Please call me with any questions.*************** ************
Business Response
Date: 07/21/2023
After receiving the BBB notice, we dug into the complaint and agree withMr. Mun that our Supervisor made an error in categorizing the incident as a 'denial'. Our Airport GM will be reaching out to ********** to accept responsibility for the claim and will be coordinating the steps necessary to repair the vehicle.

We apologize that we failed to propertly handle this damage claim and will be providing additional training to our team members so they can better handle similar situations in the future.

Thank you.

*************************
President of Operations
Initial Complaint
Date:07/12/2023
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 Purchased 2 parking permits from ACE Parking Management Inc on July 10th, 2023. The 2 parking permits are for Event Dates parking on July 21, 2023 and July 22, 2023 in ********* ********** specifically in the ********************** Parking ********* requested a refund on July 10th, 2023 by both online account, By phone with customer service, and two email addresses. Their refund policy is that they will refund before 10 days prior to the event parking dates. By requesting a refund for parking on July 10th 2023 I am requesting a refund 11 and 12 days prior to the event parking respectively. I paid $85.90 total for the 2 parking permits and I am requesting a $75.90 refund to account for their $10 refund fee. They have repeatedly ignored my requests for a refund. This is poor business practice and I have not been able to resolve this issue directly with ACE Parking Management Inc.
Business Response
Date: 07/14/2023
For large events such as Comic Con, to prevent "reselling" of permits, we created the 10 day advance cancellation policy for any sale related to the show. The misunderstanding in this case is that the 10-day window is effective from the beginning of Comic Con (July 19) not 10 days from the date the permits are intended for use.

However, we are going to waive the policy in this instance and the customer should see a refund on their credit card statement as soon as their bank processes the transaction.

Thank you.

*************************
President of Operations
Customer Answer
Date: 07/17/2023

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:06/09/2023
Type:Product 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.
Gave me a ticket when there system was not working. Sent a screenshot of the error but somehow im liable for thier systems error?
Business Response
Date: 06/10/2023
Unfortunately, we are unable to respond to the complaint since it does not provide any specific information on the location, date, or details on what transpired. In fact, cannot even determine what transpired since it appears a ticket was issued per the statement provided. Not sure where or how a problem might have arisen based on what was forwarded to us.
If we could be provided additional information, we would gladly investigate and take whatever steps are necessary to resolve this situation.
Thank you.
*************************
President of Operations

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Ace Parking Management Inc is NOT a BBB Accredited Business.