ComplaintsforE P S

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for parking the day I parked. Parking app says no need to display anything, physical pass sent in 2 weeks. I'm all set to go..This morning (day after) there's a boot on the car."Not registered in the app, no hang tag, nothing on display." Was the response I got from the EPS technician before he told me that instead of correcting a system error he wants $75 to remove it.I followed the rules, it's not my fault they jumped the gun and illegally booted me.

  Business response

  07/01/2024

  To whom it may concern, we were able to locate the vehicle through on online transaction ************** made. He owns vehicle with license plate number *******. The vehicle was booted on ***** 8:20PM because the vehicle was not registered. ************** is correct; vehicles do not have to display a pass. Their passes can be confirmed through an online Parkeaz system. We have attached a screenshot that was taken at the time of immobilization. The vehicle is not there. We have contacted ******* for insight and attached a screenshot provided. It looks like their permit became available on *****, but the permit was purchased on ***** 10:36PM. Screenshot it attached. Permits that are not yet purchased are invalid. 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter is a college student and new in the area. She parked in the parking lot, walked on the belt line with her friend for a few minutes checking out their new areaand then they went into Trader Joes. The sign does not say anything about walking away from the parking lot, she was a patron -please see receipt time is 1:30pm and the booter took her money at 1:38pm, AND the gps shows you she was clearly under 2 hours. I called Trader **** and the manager stated that the lot is for customers which she clearly was so we are not understanding the purpose for this boot. What a welcome mat she has received from this town. I see from all the other complaints that I just read, that this is a common issue with this company. When is something going to be done with this company? How many complaints must there be before something is done? This is just wrong. She is not from this area and this sign does not state anything about walking off of the parking lot or subject to booting. And she was a patron as she did go to Trader ****. I want the money returned but from what I am seeing here on these other complaints, they do not care. My next approach will be government. If BBB will not do anything, the police will not do anything, sounds like the next step is law. Companies like this are making bank this is unethical plain and simple.

  Business response

  07/01/2024

  To whom it may concern, this particular lot (Midtown Promenade) enforces more than 1 sign. Vehicles should be parked under 2 hours, and they are not allowed to leave the property. Their parking is reserved for current shoppers. This customer was caught on camera leaving the property. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Information Description:Goods or Services PO Number ****** Billing Information ***************************** ***** *********************************************** Information Total:$75.00 (USD)Payment Information Date/Time:4-Apr-2024 10:40:59 PDT Transaction *************** Payment Method:MasterCard xxxx4351 Transaction Type:Purchase Auth Code:85403P Merchant Contact Information Empire Parking Services ***************** US *********************************** This was my receipt for paying to have the boot removed. I walked up to the man when he had only booted one tire. I had walked into the ********* to get a drink and came out to my car being booted. I was in the parking lot less than 10 minutes before this happened. I do not live in this area and I was horrified with the hostile booting in the middle of the day. I would like a refund for this.

  Business response

  07/04/2024

  To whom it may concern. this particular customer was immobilized at one of our surveillance lots. Those lots are considered a private property, and it is against property rules to park there and walk away from the plaza because those parking spots are reserved for current shoppers. This customer was caught on surveillance camera walking away which violates parking rules of the private property.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into a store with a parking lot managed by EPS. I also visited a store across the street. The signs in this parking lot say that it is for patrons only and that others can be booted or towed. These is nothing indicated anywhere on the premises that I cannot also walk to visit neighboring businesses in addition to the ones in Shops Around ******. It was not busy, there were multiple available parking spots and I was not parked for an extended period of time. I spoke with a security guard onsite who said I was likely booted because I had out of state license plates, which seems discriminatory. The signs posted do not give any contact information for EPS or post the $75 boot removal fee. I tried the email address on their website *********************************** but it came back as undeliverable. I used their online tool to file a dispute and was denied with no reason given or option for additional communication.

  Business response

  06/07/2024

  To whom it may concern, the customer parked in plaza named "Shops around *****". Their parking lot is reserved for current patrons of the plaza. This means that it is prohibited to shop on the plaza and then walk-off; it is prohibited to walk-off and then shop as well. There are multiple signs posted around the lot that notify about this rule. We have attached the signs for review. 
  
  The vehicle was not booted because "it has out of state license plate". It was booted because (as the customer has mentioned) they shopped and then walked-off to shop somewhere else. Therefore, the boot was justified, and the refund cannot be granted.  

  Customer response

  06/07/2024

   
  Complaint: 21813510
  
  I am rejecting this response because:
  
  Only the first sign in your included attachment was visible from where I parked my vehicle. It was posted on every single light post. The second sign with the walk-off policy was not visible from where I parked my vehicle. See photo of the sign closest to where I parked that does not say anything about walking off. If both signs are needed to explain the policy, then both signs should be posted in plain sight on all the lights. It is unethical and unreasonable to expect customers to adhere to a policy they do not know exists.

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

  Business response

  06/12/2024

  To whom it may concern, there is no need for both types of signs. The first sign that this customer refers to states, "this ********************** is reserved for patrons CURRENTLY shopping at Shops around *****. Mall and Hotel parking is prohibited. Violators will be towed or booted". The customer has violated the rules of ********************** for this private property, and the boot was justified. 

  Customer response

  06/12/2024

   
  Complaint: 21813510
  
  I am rejecting this response because:

  The sign referenced is insufficient to communicate your entire policy because you also created the second sign. If the second sign is not visible with the first, then you should not charge customers for violating a policy they have know way of understanding in entirety. 

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On two separate occasions this past year, I was wrongly booted by Empire Parking Services and had to pay for the removal each time. Despite filing disputes on their website both times, I never received any response.The first time, after requesting the boot removal, it took over an hour for the technician to arrive. The second time, I was booted even though I had an active parking permit. I explained the situation to the technicians each time and was instructed to file a dispute. I did so, but I have yet to be contacted.I would appreciate a resolution to these issues and a refund for the wrongful booting fees. Thank you.

  Business response

  06/07/2024

  To whom it may concern, we have searched customer's name, phone number, and the email address that was provided by the BBB. We cannot find their dispute. Possibly, they did not fill out the form, but left a message on the website which is not transferred to our dispute team. Maybe they filled out the form, but for some reason the form was never accepted by the website. Regardless of the circumstances, we advise the customer to provide their license plate number and we strongly encourage them to attach their parking permit registration (confirmation email) to confirm that they were registered at the time of immobilization. 

  Customer response

  06/10/2024

  I received a response saying that I needed to provide my license plate number in order to find my dispute. My license plate number is *******, my name is *****************. My core was immobilized at the Core at *********. Please get back to me regarding this matter. Thanks.  

  Business response

  06/12/2024

  To whom it may concern, this customer was immobilized on ***** at ****** because their vehicle was not registered in *******. Screenshot of ******* that was taken at the time of immobilization is attached. 

  Additionally, our system allows us to see technicians' response time with their GPS confirmation. Our technician has ever taken over an hour to arrive on scene for this vehicle's immobilization fee payment. The longest response time is 48 minutes. However, the customer claims that we have immobilized them twice over the past year. This is not the case if the customer strictly refers to year 2024. The vehicle has been immobilized once this year on *****. If the customer was immobilized more than once in 2024, please email us at ******************************************************** So, we can discuss further and figure out the issue. 

  Customer response

  06/17/2024

   
  Complaint: 21809657
  
  I am rejecting this response because: My vehicle was immobilized on 03.30 at 3:37PM at this at time a had an active parking pass. My permit number is #**** this pass is active from 02/26/2024 until 02/25/2025.

  Regarding the other immobilization, this occurred in 2023, however at the time I filed an dispute on the company's website which included screenshots showing the technician took over an hour to arrive to my vehicle. This booting fee was paid in cash, consequently I am unsure of the exact date now. However, I have reached out to my phone carrier and will be able to provide the phone records which support my case once they complete their system update. Please get back to me regarding this matter. Thanks. 
  
  Sincerely,
  
  *********************

  Business response

  07/01/2024

  To whom it may concern, we have attached a screenshot of a vehicle that is associated with permit #****. Additionally, we have attached a screenshot of Parkeaz that was taken at the time of immobilization. The vehicle is not there. Both screenshots are attached in the word document as PLU9698 case. 
  
  Previous cash payment was requested at 12:04PM. The vehicle was released at 12:52PM. 

  Customer response

  07/06/2024

   
  Complaint: 21809657
  
  I am rejecting this response because: I am rejecting this response because: At the time of immobilization on ***** dealer tag GA586 was on the vehicle. I have now removed the dealer as I am no longer selling the car. PLU9698 is my tag number currently and was not on the vehicle of the time of immobilization. Subconquentlay the vehicle should not have been booted. Again I have attached a screenshot of the parking pass, showing that it was active at this time. 

  
  Regarding the other immobilization, I would like to know they date in which is being referred to when the dispute was requested at 12:04.  
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 27,2024 at the ******************* off ********** in ******* *******. I had proof of my receipt that I paid for parking and was still booted and was told my case was now closed. You can not reach anyone by phone when you call empire parking services and they only allow you to pay 1st then dispute. This company is a **** off. I paid for parking at 11:54pm and was booted at 3am and parking fee didn't end until 7:32am the next morning which is stated on my receipt.

  Business response

  06/07/2024

  To whom it may concern, the customer made the payment to ************** parking lot. They were immobilized at ***************** 

  Customer response

  06/07/2024

   
  Complaint: 21785703
  
  I am rejecting this response because:
  Good evening. I parked at ****************. I did not park at ***************************. The zone on the signed I scanned was 473 and my receipt also says 473 for the zone. You can also see in the background it's a store named Awards specialty engravings which is in the same Plaza as **************** with zone 473 on the sign and I was still booted and charged $75 3hrs after paying for parking which on my receipt didn't expire till 7:54am that morning. 
  Sincerely,
  
  *****************************

  Business response

  06/12/2024

  To whom it may concern, we do not argue that this customer was booted at "**************". They were booted at ***************, however they failed to pay the correct property for parking which makes them in violation at ***************. Additionally, Zone 473 is not a **************** zone either. This makes the boot justified and in compliance with property's booting policy. 

  Customer response

  06/12/2024

   
  Complaint: 21785703
  
  I am rejecting this response because: I provided proof of where I parked my vehicle and was back to my vehicle hours before it expired. I sent them my receipt along with pictures I had took shown all the information that was on the sign that I had scanned and paid. Their telling me it was for another location but the sign had the zone number on it which was 473 and my receipt also shoes the same. I was charged $75 for a boot and looking for a refund
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, March 9, 2024 I parked in the ************** parking garage. This was a pay-for-parking garage therefore I utilized the *********** app to pay $7.00 for one hour of parking (I have proof of receipt). I returned prior to the one hour being up and had two boots on my car. When I approached the attendant to show him my receipt of payment he informed me that the license # on my car was incorrectly entered. I had mistakenly mixed up x2 numbers on my license. I again showed him proof that I paid and that this was indeed my car. The attendant told me the only way he would remove the boot was if I paid him $75.00 despite me paying to park. I requested to speak to a manager and he told me to call their number on Monday. He informed me that a manager would be able to reimburse me. No where on their terms or conditions does it state that a mistaken number on a license warrants for a boot immobilization. It is also illegal to touch another person property--- booting around two of my tires and a sticker on my window. I immediately put in a dispute on their website Saturday night. On Monday, March 11 I proceeded to call the number and was brought straight to an automated system that stated the only way to talk to a manager was through the dispute email (which I had already sent). I called again on Tuesday March 12 with the same automated system. I then disputed this charge on my credit card. I provided all the proof needed, however EPS sent back a grainy picture of my car and stated "the customer is attempting to defraud our company". EPS is a complete scam that intrusively touches other peoples property without approval of the owner, misleads the client with no customer service offered, and wrongfully charges customers an exorbitant amount despite proof being given. This company needs to be shut down immediately and hopefully with enough complaints it will be!

  Business response

  06/03/2024

  To whom it may concern, this particular customer disputed with our dispute team, but they were denied because the entire 2nd half of the license plate was incorrect ******* vs *******. Additionally, they tried to dispute with their credit card company. They were denied again because the vehicle is in violation. There are signs around the lot informing customers about ParkMobile payment. Additionally, there are always signs at the entrance to a parking lot notifying about booting and towing. This sign allows us to "touch" a vehicle in order to place a boot at a private property. 

  Customer response

  06/03/2024

   
  Complaint: 21770836
  
  I am rejecting this response because:
  
  Exceptionally poor customer service and access to speaking directly with someone who works for the business. BBB please continue to review the consistent complaints on this company as it is a reoccurring pattern. 
  
  RD 

  Business response

  06/03/2024

  We have a dispute team which this customer has utilized but was rejected. Customers also have a phone number on their immobilization sticker. That phone number directs a customer to their booter or our 24/7 call center. The call center can evaluate on the boots and notify management if the boot is wrongful. Additionally, there is a phone number on our website which also directs to our call center. 

  Customer response

  06/05/2024

   
  Complaint: 21770836
  
  I am rejecting this response because:
  
  Unfortunately this is not true. I called the 24/7 number provided and was told by the employee on the phone that they are hired as a third party dispatcher and all they can do is remove boots. I also called the number on the website which directs you to an automated system. The only way to get in touch with someone regarding disputes is via email. In the email requesting for a number to call to speak to management, I was never given one. 
  
  **************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday may 24,2024 my family and I went downtown ******* to the world of coke. Found parking by a restaurant within walking distance of both places and paid the 20$ parking fee. We paid for 12 hours. After my family and I return to the car we have 2 boots on the car. After a heated exchange with the guy (**********) that booted us, and the system being ridiculous we paid another 75$ to have the boots removed. Now I didnt have a receipt from our initial payment, because their system didnt send me one until 330 pm that day. This happened at 1030 in the morning. I said I paid he claimed not. I showed my bank statement on my phone that has the company name and amount with the date. They stated it wasnt good enough be use it didnt show the lot number. And I still had to pay the 75$ additional. I have reached out to them 2 times and havent heard anything yet. Granted its a holiday weekend, but the level of unprofessionalism, is unreal. I was threatened to be left there because we were trying o explain we already paid and had our bank info out. But to be cussed and called derogatory names is completely unacceptable.

  Business response

  06/03/2024

  Tho whom it may concern, this vehicle was refunded on *****. As the customer has mentioned, it was a Memorial Day weekend. Thus, it took our refund team 1 day longer than usual. Anyways, the customer was refunded because possibly, there was a delay in the system. (the vehicle did not appear on our end and the customer did not receive a confirmation until 3:30PM) We attached a screenshot that was taken at the time of immobilization. The vehicle did not appear as registered. 

  Customer response

  06/03/2024

   
  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

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/12/24 we parked at zone #**** and paid for parking for license plate #*******. While we were out, and our time was coming to an end, we renewed the parking however, it seems the wrong license plate was selected at the time (we have an account with several vehicles on it).When we returned to our vehicle, we had a boot. The gentleman advised that we contact this email for assistance ************************************* which is the email that populates on the receipt you receive after you pay to have the boot removed. That email is non functional and returned as such, so I had to go on their website to submit a dispute. Attached you will see screenshots showing time paid for intially under the CHX5943 plate (a text message indicating the time would soon expire), then before the time was up, and unfortunately, under the incorrect plate (a buick), but under the same account attached to the below receipt number. So we paid for our parking, but accidentally selected the wrong vehicle on the account.My dispute was rejected with no actual proof that any true investigation was done on their end. I'm not even sure that the company who is being disputed is able to objectively process disputes against themselves - why would they ever side against themselves receiving money? I saw another complaint where someone had a similar issue that was rejected because they "could've had another vehicle in there party", however I think it is quite clear given the time-line of events for my parking session this was an honest mistake but, I'm sure the company argue differently.

  Business response

  05/22/2024

  To whom it may concern, we cannot offer a refund in these situations. As this customer has stated, there could be another vehicle involved. Parking apps and signs around certain lots notify customers about paying for the correct vehicle, or the vehicle will be at risk of getting booted or towed at owner's expense. 

  Customer response

  05/22/2024

   
  Complaint: 21730062
  
  Shocking response from the company. Am I psychic? Just as suspected, regurgitated verbiage. Trash. 
  
  Sincerely,
  
  *****************

  Business response

  05/28/2024

  Unfortunately, this is our policy. Therefore, the refund cannot be granted. 

  Customer response

  05/28/2024

   
  Complaint: 21730062
  
  I am rejecting this response because: it sounds like the business has an attendant that checks the license plate of all parked vehicles to ensure they have paid for parking, or has access to the list of vehicles that paid for parking.

  Did the attendant locate this other vehicle that "could've been in my party" with a license plate that matches the license plate that was paid for?

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company essentially scammed me by putting a device (a boot) on my vehicle that needed to be unlocked by an employee. They claim I left the premises, but I was looking for the restaurant and was legally parked as the parking lot was designated for the restaurant I ate at. The attendant would only unlock my vehicle after paying $75, but insisted I could file a claim. The company responded by saying I would not get my refund, without any indication why. Its worth noting that the attendant was parked in the lot the entire time, and was smoking cannabis which was noticeable to me and my friend. So he was under the influence while this was all going on. Ive attached the email response. Unfortunately the only picture of the receipt I took was directly sent to the company to substantiate that I was legally parked. However, I can pull bank statement detail if proof/a timestamp is needed.

  Business response

  05/22/2024

  To whom it may concern, this customer was immobilized at one of the surveillance lots. Those lots are typically reserved for particular restaurants/ stores. This rule is unfortunately cannot be negated by shopping at the restaurant after leaving the property. Typically, guests may not leave the property after shopping either. 

  This particular customer was caught on camera leaving the property at around 1:04PM. ******** tried to dispute and submitted a receipt for an order that was placed at 2:30PM. Unfortunately, this goes against property rules. Customers may not park and leave the property even if they shopped afterwards. 

  Thank you for informing us about our technician. This will be addressed ASAP. 

*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. ↩