Complaints

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:01/21/2025

  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.

  On Nov. 6, 2024, I paid $64.67 to Rightway Parking, via debit card. To this date, I have received no good nor services for that payment. Minutes after I authorized the payment, I sought to cancel the transaction. I found there was no way to do so, a fact which the vendor has verified in an email to me, admitting: There is physically no way you could have cancelled the same day on your end because our system does not allow that. Accordingly, I immediately contacted my bank, explained the situation to them, and asked them to refund the $64.67, which they did.On Jan. 17, 2025, I was informed in writing by the bank that they were denying my claim on the grounds that the vendor would not permit it, and they advised me to contact vendor about a refund, which I did. I was told by vendor to send an email to them, which I did. Vendor responded, refusing to refund my money on the grounds that I had filed a claim with my bank.I am a 74-year-old permanently disabled person who lives alone on SNAP and ********* The $64.67 is a significant amount of money to me, while it is a trivial amount to vendor. In light of the fact that I received no goods or service for this money, I am entitled to a full refund.This vender is, at very best, unscrupulous. They take your money without letting you know there is no way to cancel, and refuse to refund the money, even though they provided nothing in return.

  

  Business Response

  Date: 01/22/2025

  We genuinely understand your frustration, and we sincerely apologize for the inconvenience this has caused you. Please know that we take your concerns seriously.
  We do want to clarify that, in our system, customers are unable to cancel a reservation made the same day because transactions take 24 hours to process. In situations like this, we ask customers to call us directly at ************, where our team can void the transaction on our end. Had we been contacted sooner, we would have been able to resolve the issue right away.
  Unfortunately, the first notification we received from you came two months after the reservations scheduled start time, which limited our ability to assist in this situation. We also understand that, as a customer, you want a resolution, and we regret that it took so long for this to come to your attention.
  We truly value all our customers and strive to provide clear communication and assistance whenever possible. If you ever find yourself in a similar situation in the future, please don't hesitate to reach out to us immediately, and we will work to resolve it as quickly as possible.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22832274
  
  I am rejecting this response because: I never agreed to jump through their hoops. I received no service for my payment. 
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 02/10/2025

  I understand... There is nothing I am able to do given that it was months past the unused reservation date. 

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased a parking reservation for ***** on 08/24. A few hours later I showed up for the parking and the lot was full. There was no place from my car. The business agreed to refund my money. But they did not send payment.

  

  Business Response

  Date: 11/20/2024

  This customer is being refunded via check in the mail as it is past the amount of time that we are able to reverse a transaction. I was able to get this cleared via my higher *** given that the customer did call once the morning of the start of the reservation but it was before business hours. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22519775
  
  I am rejecting this response because: The "check in the mail" has not arrived.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 12/17/2024

  The check was issued. Check number 7346 in the amount of *****.

• Initial Complaint

  Date:10/15/2024

  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.

  O September 8, 2024, I made a reservation for parking at ********************************** The reservation was from October 11 thru October 20, 2024. However, on October 8th, 2024, the ************* was closed due to hurricane ******. The cruise on *************** was cancelled until Sunday, 13 October 2024. My reservation states "Your parking reservation is Confirmed! at *******************************-Premier Location at *****************, ********************************************************* After some searching, I learned the Rightway wants me to make a reservation at **************, cruise parking. ******* wants me to pay an additional fee for parking at the mall, and there is no transportation provided to the cruise port. I did not ask for and paid for a spot at **************, I made reservations for *******************************, Premier Location at *************************************** It would have been nice if someone would have sent me an email or called with regards to this matter, Rightway it upon themselves to put me in a mall parking lot and expect me to for parking at the mall, when you have already received a $40.56 payment for parking at Channelside *** I can't make a reservation at **************, ***** because there is not availability at this late date. I would hope that Rightway will honor the reservation I made on 8 September when I show up at ************* on Sunday, 13 October.

  

  Business Response

  Date: 10/28/2024

  After reviewing your situation, wed like to clarify a few points to clear up any confusion.

  First, theres no process in place for Rightway Parking to charge an additional fee for a different lot unless you specifically book that new location. The two main locations for ************* on our website are ************************************************************* If you booked and have a reservation at one of these two locations, youre all set with that single reservation.

  Additionally, we dont have any record of transferring your reservation to the ************** location. In cases where a relocation is necessary, we always notify customers by both phone and email. In your case, our only reservation on file is for the ****************** location, and any changes would have been communicated directly.
  On October 15, one of our representatives reached out and left a voicemail to help address any confusion and clarify the details. It would also be great to know if your reservation worked smoothly on your rescheduled cruise date, October 13.
  We look forward to a call back to resolve this situation and and put an 

  
  

• Initial Complaint

  Date:10/15/2024

  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.

  Might as call this company Wrongway parking. We parked at the ******* and Home2Suites parking garage. No shuttle available on Sept 29 and again no shuttle when we came off the ship on 10/06. The confirmation email gave specific instructions on what to do but it didnt matter. Plus they do not work weekends when the ships come in and out and they have taped messages telling you what to do but you cannot talk with anyone! We had to get ****'s both times and it cost me more money. Emailed them and no response! DO NOT USE THIS COMPANY IF YOU WANT AGGRAVATION!

  

  Business Response

  Date: 10/15/2024

  We are truly sorry for the inconvenience you experienced with the shuttle service.
  Regarding the shuttle availability on September 29 and October 6, I understand that while transportation was available both days, the wait time was longer than expected, which caused frustration. Unfortunately, during that time, ******* was affected by a hurricane, leading to multiple ships being delayed, which significantly increased the number of docked ships and impacted transportation logistics.
  I sincerely apologize for the additional costs and the difficulty in reaching us over the weekend. Please know that your concerns are being taken seriously, and we are reviewing our processes to improve communication and service during peak times and weather disruptions.

• Initial Complaint

  Date:10/01/2024

  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 booked a reservation through their website to reserve parking for a cruise out of *********. Per the companies website the lot is stated to be 0.09 miles from the cruise ship terminal. Once I received the reservation confirmation, the address of the parking lot is over 1 mile from the terminal. I reached out to the company to get a full refund because of the inaccurate information on their website. The representative stated that there would be a cancellation fee of $5.00 and one day of parking. I feel that this is very poor and I should not have to bear this cost due to the wrong information posted.I was treated very rudely by the representative and basically was told that they would fight any request for refund of these costs. In addition, that they are not local and that they have no responsibility.Thank you.

  

  Business Response

  Date: 10/01/2024

  We apologize for the one-mile discrepancy in the distance listed for this location. As a nationwide booking service, we rely on the information provided directly by the facilities.
  The customer in question contacted us on 9/30 regarding a reservation made on 8/22 for January 2025. According to our standard cancellation policy, customers are eligible for a refundminus a $5.99 cancellation fee and the cost of one day's parkingif the reservation is canceled at least 24 hours before the start date.
  However, given the circumstances, we issued the customer a full refund on the first request. At this point, I'm unsure if theres anything else that needs to be addressed, but please let me know if further clarification is needed.

  Customer Answer

  Date: 10/02/2024

   
  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

  Date:09/09/2024

  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.

  I paid for a parking reservation for ************ ********************* Parking throght Rightway Parking LLC. I cancelled the reservation the same day because there was an error in the date. They told me I would receive a full refund. They never refunded my money. Here it is 7 months later and they still won't refund my money. Can you help me?

  

  Business Response

  Date: 09/09/2024

  This situation has been addressed with the customer. He mentioned that he called the same day he made the reservation to cancel. In order to process a full refund, we would need to verify that phone call, but unfortunately, we have no record of it. We asked if he had used a different phone number that we could verify, but he was unable to provide one.
  Without that verification, we are still happy to issue a refund in line with our cancellation policy. However, the customer is not satisfied with this option and continues to request a full refund. It's worth noting that he has made five previous reservations with Rightway Parking, all of which were cancelled and refunded according to our policies.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22257615
  
  I am rejecting this response because:
  

  I have requested a refund multiple times and they just won't issue it.

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

  

  Business Response

  Date: 09/11/2024

  The customer has requested a full refund multiple times but has been unable to provide a phone number for verification. As a result, weve offered a refund in accordance with our standard cancellation policy, but the customer remains dissatisfied with this resolution.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22257615
  
  I am rejecting this response because:
  

  I requested a refund multiple times.  They continue to make excuses why they can't issue a refund.  This is unethical business doesn't care about its customers, only its profits.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/06/2024

  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.

  I needed to cancel my parking reservation so I contacted the number and it was the lot that I was connected to and he said to contact the company directly. I tried the phone number and the mailbox was full, so I then emailed because on the website I was unable to use the help link it would not open. The email address was invalid which how were they able to process my payment? But when you try to cancel it would not allow me access.

  

  Business Response

  Date: 09/12/2024

  The customer contacted us on September 4th at 8:30 AM EST, which was before our operating hours. It's unclear which email they used, but if they responded to the confirmation email, please note that it is a 'do not reply' address. Our active customer service email is ******************************************* The customer has since been refunded with the applicable cancellation fee/policy, and the refund was processed on September 6th.

• Initial Complaint

  Date:08/16/2024

  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 April 9th 2024 I booked a reservation to park my vehicle in this lot. However when I arrived at the location I was told the lot was full. I asked about my refund and was told it would be put back into the card/ account I paid with. Around May 2024 I did notice I never receive my refund. I went ahead to dispute the transaction with my bank. Never heard about the dispute decision. On August 9th I got the fee taken away from the company. I reached out to my bank since I wasnt aware thinking it would have been fraud. At the bank they told me to reach out to the company. I reached out I was told to send an email to customer service with proof I parked else where. I send that email to them requesting a refund and they told me that they no longer have my case since I filled a dispute with the bank. I explained to them I never received service from them, apparently since I filled a dispute with my bank they are no longer able to give me a refund which I think this company is taking advantage of the people. No where in their cancellation policy does it state this. I never got serviced from them for them to take my payment and not give me a refund. I have attached the copy of the transaction that I was charged by another parking lot in ** since I parked somewhere else.

  

  Business Response

  Date: 08/29/2024

  We understand your concern regarding the refund request. The reservation was made for April, but we did not hear from you until August. Unfortunately, as the request was only made through the bank, it was denied due to the lack of direct contact with Rightway Parking. We communicated our refund policy to you in several emails, and it was clearly stated in the confirmation receipt sent on the day of booking. You mentioned that the refund policy was not included, so we've attached a copy of the email you forwarded, where the policy is highlighted for your reference. Since it has been five months since the reservation, we are unable to issue a refund as it falls outside our refund policy timeframe.

• Initial Complaint

  Date:08/09/2024

  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.

  Be Parking *******. I waited 15 minutes on ************** and couldn't get into the parking lot. Finally decided to get out of my car and leave it unattended to see if I could check-in for prepaid parking. Lot is not paved, trailer for office, with no attendant...only a stray cat! I left because I had a flight to catch at OIA and parked at ********* on ***436/************ which was amazing...attended lot and several shuttles that left often to the airport. I emailed Rightway Parking while on the shuttle and called when I returned 4 days later & was told they would send me an email & to which I was supposed to respond and request a refund. Waited a day, never received the email from Rightway Parking and have been unable to reach them for two days. Poor customer service which now feels like a scam!

  

  Business Response

  Date: 08/09/2024

  Thank you for sharing your experience, and we sincerely apologize for the inconvenience you encountered during your visit to Be Parking *******. This is not the level of service we aim to provide, and we deeply regret that you had such a frustrating experience.
  

  We understand how important it is to have a smooth and stress-free parking experience, especially when catching a flight. Your feedback about the lack of accessibility, the condition of the lot, and the absence of an attendant is taken very seriously, and we will address these issues with the highest priority. The situation you described is certainly not acceptable, and we are working to ensure that it doesn't happen again.
  

  Regarding your refund, I apologize for the delay in communication. Our customer service department is available at ************** Monday - Saturday 9 am - 9 pm. We do not usually send emails to the customer, the customer would email  customer service which is stated inside of the reservation confirmation. I saw you responded to that email once which is a do not reply email and then we received an email yesterday afternoon. Since it was received yesterday our response time is typically 24 hours. However, your left a review for the ******* location on our Tampa cruise Parking Page so I had a representative reach out to see how we were able to assist you in the matter. After speaking with said representative, I was told there was no way for it to be resolved. 

  This has been taken up with the facility directly so they are aware of the situation and t**** you again for bringing this to our attention.

• Initial Complaint

  Date:06/20/2024

  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.

  I paid for long term parking with this company and in the description it said they provided a shuttle to and from the airport. It also stated that you must call the day before you need the shuttle. Going to the airport we had no issues (it was myself and my two young daughters). I called the day before we flew back and was told that once we had arrived and gotten our bags I would need to call the same number and a shuttle would be dispatched to pick us up. We flew (overnight) and once we had our bags I called the number and was informed they did not have a shuttle for us. I was baffled. I have reached out to them and they refuse to refund any of my parking. I belive I am entitled to a partial refund as they did not provide all of the services they were contracted to. I fulfilled my portion by calling the day before to let them know we would need it and they failed to comply.

  

  Business Response

  Date: 06/20/2024

  We understand that the shuttle usually runs to and from and that is what the customer paid for... Unfortunately in the situation the shuttle was down upon her return (a situation out of anyone control) she then had to take an alternate mode of transportation in this case being uber. When the customer called in regarding said situation our customer service rep kindly apologized for the shuttle being down upon her return and told her we would pay for her UBER given the circumstances. The customer stated she needed a full refund plus the Uber and Tip. In a situation such as this she utilized the parking for the duration of her stay and had no issue getting transportation to the airport so we would not issue a full refund we would cover the additional unexpected fee (Uber). 

  Customer Answer

  Date: 06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I paid for a shuttle to and from the airport plus parking.  I believe I should be refund something for the shuttle not being able to get me back.  Yes covering the Uber is helpful, but that just takes care of extra costs.  I was not provided everything I paid for.  I did not call this business so they are misrepresenting themselves.  I did not ask for a full refund I asked to be compensated for the one part they did not provide.  According to the contract with them I should have recieved 3 things.  1. Shuttle to airport; 2. Parking while I was away; and 3. Shuttle back from the airport.  If you take the $103 I paid and divide it into the three groups of what I paid for I should recieve $34 plus my Uber and tip for the Uber.  The representative I emailed would not provide me with the tip as I couldn't leave it on the app because my phone had died so I had to give him cash.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/21/2024

  Apologies, on the phone call... It was via email in which the request for a full refund was made. I will re-submit a request for a partial refund given all other services were utilized and the shuttle being down was an unforeseen circumstance not a regular occurrence nor was it misinformation that was provided. 

  Customer Answer

  Date: 07/03/2024

  
  Complaint: ********
  
  I am still waiting on if they are going to give me the refund I am due.  It should not have taken this long for her to resubmit it.
  
  Sincerely,
  
  ***********************