ComplaintsforE P S

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time this has happened. My partners car was wrongfully booted even though a parking pass was made for the car and was valid at the time of the booting. Again, this caused him to be late for work and have to spend money on an ****. EPS refuses to do anything expect say sorry, and wont offer any compensation. Its unfair how if we accidentally forget to make a parking pass and get booted, we cant just say oops sorry but if they go around booting cars wrongfully, they can just say oops sorry. Simply taking the boot off (for free of course) does not make the situation right, as it obviously shouldve never been put on in the first place.

  Business response

  07/31/2024

  To whom it may concern, customer was booted at *******. They registered their vehicle at 12:44AM. This means that vehicle was not registered at the time of immobilization. This put them in violation. Violators are booted or towed at owner's expense. They were released at no charge as a courtesy. Screenshot of ******* is attached and was taken at the time of immobilization. Vehicle GPID36 is not there.

  Customer response

  07/31/2024

   
  Complaint: 22048186
  
  I am rejecting this response because:
  You are wrong. The vehicle did indeed have an active pass at the time of booting. The first pass was active from July 25 at 11:12pm until July 26 at 1:12am, during which time the car was booted, according to your records. Another pass was made on July 26 at 12:44am until 8:44am, which would overlap the first pass. So yes, the car had an active pass at the time of booting, EPS just chose to disregard it. 

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

  Business response

  08/01/2024

  To whom it may concern, as we have mentioned before, EPS does not own or control Parkeaz. We are simply given access to their system to see license plates that are currently registered. We have attached a screenshot that was taken at the time of immobilization and the vehicle GPID36 is not there (the list is alphabetized). There is nothing that we can do about the parking app as the enforcement company. 

  Customer response

  08/01/2024

   
  Complaint: 22048186
  
  I am rejecting this response because:
  Your screenshot says 10:09 PM on July 25. Obviously GPID36 is not there because according to YOU, the vehicle was booted at 12:28 AM on July 26. As provided in MY screenshots, a guest pass was made at 11:12 PM on July 25th. The vehicle was not there at 10:09 PM. You use Parkeaz to boot vehicles who dont register through Parkeaz, and if someone gets booted you want to claim there was no pass IN *******. But as soon as there is a pass and you just made a mistake, you suddenly ************. If there is a pass in *******, and ******* is the system YOU USE to determine whether a car gets booted or not, it should still be the same system you refer to to realize there was indeed a mistake on EPSs end and that you wrongfully booted a car that had an active pass in Parkeaz (the system EPS refers to). 
  Sincerely,
  
  *************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident: 07/14/2024 Location: Parking lot by *******************, Little 5 Points We had parked our car at 2:57 PM - paid $10.00 for a 2 hour parking. We went into the ****** Grille, watched the game, paid the check and left the bar at 4:56 PM. By the time we walked to the parking lot, it was just about to become 4:57 PM, the 2 hour parking limit. As we reached the car, we saw the Empire Parking Services (EPS) employee putting the boot on the car. We rushed towards him to tell him we already reached there, so he can remove the boot, but he refused. He then proceeded to finish up booting even as we protested, and walked away when we were asking why he booted our car when the 2 hours were just wrapping up. He then included the time he spent to put the boot on and said "You were 2 minutes late". We were actually on time, but he spent about 5 minutes putting the boot on, which means he started putting the boot well before our parking time had expired. This clearly shows that EPS is a scam and they just rip-off people whose parking time hasn't expired. We were then given no option but to pay $75.00 either by card or cash, and he proceeded to remove the boot. We are claiming a refund from EPS for illegally booting our parked car, for which we had paid already.

  Business response

  07/26/2024

  To whom it may concern, we have diced to refund the customer as a courtesy. The vehicle was immobilized after their registration expired. However, the timing was very close. 

  Please be advised that our technicians have a lot of properties to service. Thus, they never "wait" for someone's registration to expire. It just so happens sometimes they check customer's registration, and registration is expired 2 minutes ago. Additionally, they do not have time to argue with customers for the same reasons. Thus, if customer refuses to pay the fee (and the boot was justified), they are allowed to leave the lot to service other properties. 

  Please be advised that EPS has a dispute system on our website at www.empireparkingservices.com. This particular customer did not utilize our dispute system.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The parking was good until 9:46. I arrived at 9:42 at the front of the garage and could see my car was booted. The second car, which arrived at the same time, was not booted.

  Business response

  07/18/2024

  To whom it may concern, this particular customer did not provide any vehicle information in their BBB complaint and did not submit a dispute on our website. We do not know which vehicle or garage they are referring to. We can address the issue if we can have their vehicle information and a receipt for parking payment. 

  Customer response

  07/18/2024

   
  Complaint: 22006481
  
  I am rejecting this response because: Imy car, license ******* was booted at a ********************** garage near *********************** atl. I was there on time and the car was booted early. I even called them 2 minutes after the deadline. No way to get 2 boots on and leave in two minutes. I waited until this after noon 7/18 because I had to be at work at 3 am for an all day inventory. The incident happened last night on 7/17. 
  
  Sincerely,
  
  *************************

  Business response

  07/22/2024

  To whom it may concern, we have investigated the immobilization of vehicle RAX9153 and decided to refund the customer as a courtesy. It looks like they registered an incorrect license plate number ******** instead of ********. Therefore, their registration did not show up during an audit. A word document with original screenshot and BBB investigation is attached. 

  We advise this customer to register their license plate correctly next time to avoid immobilization.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for parking in the Ayla Aprtment deck in the amount of 7$ for an hour. I returned to my vehicle to find I'd been booted by Empire Parking Services. I still had 9 minutes left on my parking meter. I was refused when I requested the boot be removed until I paid. I attempted to contact management for Empire to no response and was left with the option to either pay or not be able to I use my vehicle and drive home for three days until the Empire dispute process was resolved. This is not right.

  Business response

  07/09/2024

  To whom it may concern, vehicle was spotted at 12:54PM. Our technician tried to give the customer a ********* grace ******* but the vehicle was not registered by 1:10PM, therefore, it was in violation and immobilized. We have attached a screenshot of Parkmobile that was taken at the time of immobilization, and a photo of the vehicle taken at 12:54PM. The customer failed to register their vehicle on time at the prepay lot which puts them in violation. Violators are booted or towed at owner's expense. 

  Customer response

  07/09/2024

   
  Complaint: 21957093
  
  I am rejecting this response because:
  

  I understand the technician performed his duties based on the info he had. But now I am presenting new information, and I'm asking for leniency, for a break, kindly. I did pay as soon as the business informed me that they did not validate. Please understand I didn't as a person want to pay 7$ to park (in an empty deck at that) if I didn't need to. Alas, they didn't validate so I paid for the parking. Please reconsider refunding me the 75$. I essentially paid 82$ to park yesterday, and that just isn't right.  

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

  Business response

  07/15/2024

  To whom it may concern, unfortunately, we cannot ***** a refund in this particular situation. The customer was late to make a payment for **********************. This puts their vehicle in violation. Violators are booted or towed at owner's expense.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7th, Sunday, at around 4:50p our vehicle arrives at *************, in search for a store that is located INSIDE the plaza. We park and spend the next ten minutes walking within the parking lot in search for this store. After being unsuccessful and deciding it wasnt in the plaza of stores we return to find our car booted. We called in question because we hadnt left the property yet the caller said we did. She was incredibly rude, demanded we pay the fee and not leave property next time. Confused we pay and the caller arrives to remove the boot. I ask her how to dispute this because I couldnt find an email on the website. She ignores me and sings as she walks away. This company is vile and your employees are disrespectful beyond recognition.

  Business response

  07/09/2024

  To whom it may concern, we require license plate number of the vehicle in violation to evaluate any complaint. 

  Customer response

  07/10/2024

   
  Complaint: 21953365
  
  I am rejecting this response because: you did not respond. There was no response from the EPS. Where is the response? What is being done to ensure residents near ************* are not being scammed $75? Where is the response?
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  To whom it may concern, the customer did not provide a license plate to their vehicle. We cannot evaluate any complaint without that information. This customer has not filled out a dispute form on our website, and they did not provide a license plate number for the ******************** complaint. We cannot comment or alleged "scam" or rudeness of our technician because without the license plate number we cannot find the vehicle in the system. We cannot see what happened on our end, and we certainty do not know which technician was responsible for immobilization of their vehicle.

  Due to lack of information, we encourage this customer to fill out a dispute on our website www.empireparkingservices.com in section "disputes". Our dispute team will be happy to evaluate their complaint and approve/ deny a refund. Additionally, this will help us to evaluate the complaint against our technician. 

• 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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May car was booted unlawfully. The company knowingly and boldly scammed me and violated my consumer rights. EPS operates do not comply with Atlanta Code of Ordinances, Art. ********** Which outlines very specific signage that has to be visible to every parking space. Not only was there no signage at all where my car was parked there was also no way to speak to a professional. The scammer will boldly answer the phone refuse his name and inform you that he does not care about the Atlanta ordinance. Although I am still in disbelief, I have recorded the entire incident and all phone calls to support what I have stated above. Atlanta locals should beware of this company and be encouraged to file police reports if there is no visible signage that matches whats outlined Atlanta Code of Ordinances, Art. **********. Furthermore Private business owners do not reserve the right to boot cars parked on their property, according to a new ruling from the Georgia Supreme Court dating back from 2018. I am in the process of cooperating with authoritys and seeking a class action in order to protect the city of ******* from such illegal vultures.

  Business response

  07/01/2024

  To whom it may concern, we cannot locate this vehicle in the system. Please provide your license plate number and/ or the make/ model of the vehicle. This particular customer did not fill out our dispute form on our website empireparkingservices.com, and this impedes our reply to the complaint. 

  Customer response

  07/02/2024

  Please see the attached as I have provided a picture of the license plate of the car that was unlawfully booted. Also, Please see below for a public link where I have attached the following. 
  
  Public link 1: ************************************************************************
  1) Proof of the ordinance thats in place for ******* that requires signage
  2) Proof of Chip the *** speaking to public safety against the new ordinance 
  3) Audio of the *** blatantly admitting to me that he does not care about required signage or pending lawsuits
  4) Example of required signage 
  5) *** refusing to identify himself to me
  6) 3 pictures proving that no signage was visible to this parking space 
  Furthermore, I think its also important to address not only the volume of scamming that is coming from this company, but I think its important to expose this company as one of the biggest criminal enterprises Atlanta has ever seen. 
  
  Empire parking services has managed to stay under the radar by targeting people not likely to call the police young ******* ************* goers in the middle of the night. Although the demographic that they are most likely to scam, doesnt always call the police many do. Empire parking services has even been made ************ twice! Once for shooting someone they unlawfully booted. I managed to gather evidence of everything that I speak of above please click on public link number two for the following:

  
  Public link 2: ************************************************************************

  
  1)Two videos from the news one is of the shooting incident
  2) Many reviews from their yelp
  3) and a pdf of a lawsuit (class action)

  
  

  Business response

  07/08/2024

  To whom it may concern, we have decided to refund the customer as a courtesy. The vehicle was in violation. They parked in the lot which prohibits parking for non-customers and that includes the after-hours (the vehicle was booted at 2AM). There are many signs around the parking lot notifying about the rules. We have attached a photo of one of said signs that the customer saw before they turned into their parking space. Additionally, we have attached signs that can be seen at the entrance. The signs notify customers about the rules and the consequences of breaking said rules (booting). 

  Customer response

  07/08/2024

  I am writing in response to your recent communication regarding the incident where my vehicle was unlawfully booted by Empire Parking Services. 
  
  I appreciate your attempt to address the situation, but the picture you provided of a different parking lot with outdated signage does not align with the hd video footage I provided of where my vehicle was actually immobilized (in a completely different lot with zero signage). This is clearly two different parking lots. 
  
  I want to emphasize that providing misleading information will not absolve your company from the serious allegations of scamming and violating consumer rights, However I am happy that BBB gets to witness such predatory behavior first hand.
  
  You are very aware of the 2018 ordinance because you have publicly spoken out against the new laws. It is extremely concerning that despite this, your company continues to engage in unlawful practices that disregards the rights and safety of consumers and residents of ******** 
  
  EPSs unlawful violations are dangerous given an employee has already shot an innocent man that was unlawfully booted in the firsts place. 
  
  I urge your company and the BBB to take these matters seriously and address them promptly before one of the EPS employees kills someone or vice versa.
  
  It is essential to uphold the laws and regulations put in place to safeguard consumer rights and ensure fair and lawful business practices within our city.
  
  Thank you for rightfully refunding my money as I truly hope that you realize that your company ended in 2018 when the laws have changed to require very specific signage visible to every parking space and removed the rights from private owners to have cars booted. I pray that you are able to find a legal way to make money and move on from such vulture like scamming.

  Business response

  07/09/2024

  To whom it may concern, the vehicle was parked on the surveillance lot. The customer just went on the side of the building, but it is the same lot that we motioned in the previous response. The vehicle is in violation because they parked in the lot reserved for current customers of the plaza. 

  Customer response

  07/10/2024

  In regards to your last response to my claim of empire parking services unlawfully booting my vehicle. 
  
  Empire parking services was in clear violation of the law and is in fact, running a huge illegal booting ring in the city of ******** 
  
  If this is not true, I would like to request at this time proof. 
  
  Im requesting photos of the vehicle that you claim was in violation, immobilized near a visible black, white and reflective sign, visible to all parking spaces and with all required verbiage, Just as the Atlanta boarding ordinance specifically requires since 2018.
  
  For this official record, If this proof is not able to be presented I challenge the city of ************** and the BBB to begin investigating immediately. 
  
  This company is dangerous and moves as an organized crime ring, and they will not stop until the police gets involved.

  Please see below as I have provided proof that empire services was  acting outside of the Law.

  Vehicle immobilization services may only boot vehicles under the terms proscribed by City of Atlanta Code of Ordinances, Art. 5 ******* 162-268. 
  
  One required term states very specifically:
  The lettering on such signs shall be black on a white, reflective background, and shall be illuminated if out of headlight range with a very specific verbiage on the sign.

  Please click the link below for an example of the only signage that can allow a vehicle to be booted Since 2018,  the specific verbiage required since 2018 and HD footage of where my vehicle was unlawfully booted.

  ************************************************************************

  Business response

  07/18/2024

  To whom it may concern, as previously mentioned we do not require or regulate instructional signs at any lot. There are plenty of signs at this lot notifying customers that their vehicle is a subject to booting and towing if they violate parking regulations. This particular vehicle violated parking rules of a private property which makes the boot justified. 

  Customer response

  07/18/2024

   
  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 as my vehicle was never in violation.
  
  Sincerely,
  
  *********************************

• 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,
  
  *******************

*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. ↩