ComplaintsforE P S

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A triple shooting incident happened in my apartment complex in midtown ******* on Jan 18, 2022 afternoon and the entire street was cordoned off by the police. When I came back from work, I quickly parked my car in a nearby parking lot (another lot in my apartment complex) and went to check on the safety of my family. The parking lot has some slots reserved for ParkWhiz (managed by EPS) and I did not notice that I used one of those slots when I parked due to the emergency. After a couple of hours, when things started settlling down and the police left the complex, I went to the lot and found that the car was already immobilized. Even after sharing details about the emergency, the parking company refused to remove the boot unless I paid $75. There was no way to even dispute these fees with the business (despite multiple phone calls), given the special circumstance.

  Business response

  01/21/2022

  Hi, we do not manage the parking apps for any property. We simply check to see if vehicles are paid or not. If you park in a paid space, you must pay. You have access to park behind the gates and park close to the level you live. If you do not pay to park you are subject to being booted and or towed. Signs are posted and have been for a long time which is why we will not be assisting you in this matter.

  Customer response

  01/23/2022

   
  Complaint: 16481944
  

  Please do not provide a generic response. The booting event happened during an emergency -- the entire block was cordoned off due to the shooting incident. What if I needed the car to evacuate my family the area? Furthermore, the technician removing the boot mentioned that his manager will waive the fees after it is paid. Please refund the fees given these circumstances.

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

  Business response

  02/01/2022

  We have decided to issue a refund for this case. I will need some information for the person who paid to have the boot removed. i will need Full Name: Full Address: and complete license plate number of the vehicle. 

  Customer response

  02/03/2022

   

  Thanks for taking it into consideration and offering to refund the fee. Here are the requested details:

  Full Name: *** *********************** *******

  Full Address:

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

   

  More details from the attached receipt.

  Transaction # ******

  Date: January 18, 2022

  Tech # ***

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

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im parked in guest parking at ********* my parking permit is displayed. My car is booted with a charge of $175. Its has been 2 whole days without a call back or boot removed.

  Business response

  01/14/2022

  This vehicle was booted for not having a visitors permit displayed while parked in the visitor's area. I have attached photos of what that permit looks like as well as photos of the vehicle clearly not displaying a visitor's tag. If this person has a residential tag he has to park in the residential area and is not allowed to park in the visitor's area for any reason. The customer stated they wanted to speak to their management. The sticker on the vehicle clearly states a $75 per day fee for boot removal. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I was a customer picking up dinner at The ****************** on Saturday, December 18th around 7pm. Id placed an order at The Flowerchild and, while awaiting the order, a boot was placed on my car. I have attempted contacting the business via phone and email and was assured I would be contacted by someone who would help, yet no one has reached out. It has now been two weeks. Id like to dispute this issue and charge, as I was a customer of The Shops at Lenox at that time, and should not have been booted. When I explained this to the technician, they claimed that I would have to pay first and dispute later. I called the dispute number and sent my email in my car. I eventually gave up on awaiting a response, so I paid them so I could get home and hoped my attempts to get resolution would be answered like they assured me. Unfortunately, it seems they are evading responding. This is a fraudulent charge. Please contact me as soon as possible.

  Business response

  01/04/2022

  Signs are posted on that property, current ****************** parking only. No mall or hotel parking permitted. So, you cannot leave the property for any reason even if you shopped. I will entertain assisting you if you provide the following. A receipt from flower child from that day that was paid before you left the property or had the boots removed.  

  Customer response

  03/24/2022

   
  Complaint: 16414658
  
  I am rejecting this response because:

  I am sending the receipt for Flowerchild as asked for by the respondent. 
  
  Sincerely,
  
  *************************

  Business response

  03/27/2022

  We have filled out a refund form for this. *************** continues to email knowing that we are issuing a refund. When our accounting department has verified everything the need to a check will be issued and mailed. We would greatly apricate the multiple emails come to a **** as this takes time and resources away for others.  

  Customer response

  04/02/2022

   
  Complaint: 16414658
  
  I am rejecting this response because:

  It has been a month since EPS informed me that I would be getting a refund. The latest email I sent was asking for an update on this refund (check number, mailing date, etc.), as a significant amount of time has passed since they said they would issue one. Not to mention, it took me months to get any response at all from anyone at the company. Additionally, upon calling one time, a representative who answered the phone when I called the number provided on my ticket informed me to continue trying until I would get a response, as it was custom that EPS would not respond and inquiries would fall by the wayside. I believe there has been sufficient time to warrant an inquiry asking the status of this refund. My concern is that this pattern of overlooking will continue and the ball will be dropped again and again until it is, finally, seen through and the refund issued.

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

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a boot on my vehicle on October 26th, 2021. I filed a dispute for the ticket I paid and was notified that I would be reimbursed for my ticket on November 4th. I have not received reimursement in the mail as of today (December 21st), have sent multiple follow up emails with no response, called every day for the past two weeks and was promised that a manager would return my call within 24 - 48 hours, and have heard nothing back.

  Business response

  01/04/2022

  We have issued a refund for this vehicle. I will have our accounting team check to see if the check has been cashed or not. If it has not, I will have them cancel the sent check and issue a new one. 

  Customer response

  01/06/2022

   
  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.

  Can you please confirm with them that they send the check to the address below?

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

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

  Business response

  01/21/2022

  refund processed and sent out. I would give it through next week. if you have not received it i will have the check canceled and reissued. 

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/14/21 at approx 7pm my car was illegally booted by Empire parking services while I was a paying client of a business in the *********************** in *******, *******. My car was registered for free parking by the business establishment. I have never had an issue as a client for the past 8 months until last night. I drove my new car containing temporary license plate tags, which was recorded in the parking pass. The booting company took advantage of this as they argued that waS the reason for the boot. When the business owner came out to verify my car had been registered the person who responded to remove the boot argued with her and made us pay $75 to remove the boot. Currently disputing with the property owner of the *********************** as well as protesting with the booting company itself. These people are bloodsucking vultures. Itd be one thing if I had illegally parked but their ego would not allow them to admit they made a mistake.

  Business response

  12/20/2021

  Hi,

   

  In order to better assist i will need the tag number of the vehicle that was booted. If this was a Temp/Drive out tag the tag will have numbers on it. If you need to take a picture of it that is fine i will be able to see the picture and get the number i am asking for.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at *****************. My guest are to pay a parking fee and parking in guest parking. I paid $15 for 24 hour visitor parking. When we went down to leave this morning at 11am the car was booted. We have proof of payment. We called the number on the sticker left on the car and have been given the run around for what is 5 hours now. The technician was lazy and put the wrong tag number in and now we are sitting here being told we won't get a response from management for 24 hours. I have had to cancel my clients for today and have truly been inconvenienced. Empire has scammed others in my complex by putting boots on cars and then making them pay to remove even when Empire was in the wrong and telling them they can dispute it later but never giving them their money back. This place needs to be shut down. It's one thing to do a job but to scam people out of $75 due to the ignorance and laziness of Empire's employee is bad business. When we called this morning the tech hung up in our face and everyone has been telling us we'd receive a call from management in 30 minutes and it has now been 5 hours.

  Business response

  11/22/2021

  please send an email to *********************************** with the plate number of the vehicle that was booted. I will need more information possibly after you provide the tag number.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A boot was falsely placed on my vehicle at our place of residence. After speaking with a technician who said he would remove the boots (yes, TWO were placed on it) and update the information, I was never contacted by him again. I have called the customer service line 4 different times and they claim they are going to have a technician come out. I have waited over 3 hours with no response/resolution. I was told a manager would reach out to me to help - got no call or effort made. I don't know how this company is even allowed to still be in business.

  Business response

  11/22/2021

  I have sent an email to the address you listed asking for more information. I have 0 record of a call or email from the number and email address you listed which would be the reason you have not heard anything. Every time someone calls our call center the interaction with all the info, Make, Model, Plate Number, Phone Number, ect is sent to our in box which is how i am able to state we have no record. The email I sent was from *********************************** so if you could please check on that.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ********** near parking spaces. Only one temporary (paper) sign draped over another older sign with no indication of what area not to park. No statement that booting or any deterrent would be used. I would like my $75.00 plus $1.50 convenience fee refunded and the company to install correct signage onsite.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** G <*******************> Attachments 2:16 PM (36 minutes ago) to disputes This has been paid however when a person parks in a location that says reserved at a hotel they have paid for parking at and the faded yellow paint in the area looks to say hotel parking only with no cones or restrictions one should be contacted and not booted. When calling to ask questions and not being belligerent but truly confused agents such as Tech 128 should actually explain the situation as opposed to getting an attitude as he did on the call at 1329 on 10/29/2021. It was uncalled for as well as unprofessional and then just hang up in said customer's face. I do not believe that this was a fair booting and charges should be reversed. The training of your agents in how to assist customers may help stop complaints and it may help keep contracts. Forwarded message From: Empire Parking Services <***********************> Date: Fri, Oct 29, 2021 at 1:35 PM Subject: Receipt Transaction# XXXXXX To: <*******************> ******** ******* Attachments area Disputes 2:25 PM (27 minutes ago) to Disputes, me Good Afternoon, Thank you for reaching out. The space you parked in does appear to have a reserved parking sign with a tow truck picture on it. I am unsure on how that could have been mistaken as a place to park. This is definitely a good boot and will not be assisting with a refund. Thank you for letting us know our tech was rude. I will speak to our tech about how he should talk to people. Thanks, Disputes Team Empire Parking Services ************ From: ******** G <*******************> Sent: Friday, October 29, XXXX X:XX PM To: Disputes <**********************************> Subject: (EXTERNAL) Fwd: Receipt Transaction# XXXXXX *** WARNING: Email originated from outside the organization. Do not click links or open attachments unless sender is verified. *** ******** G <*******************> 2:29 PM (23 minutes ago

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/02) */ If the owner of the spaces you parked in does not want you to park in the spaces they are free to have the vehicle towed or booted. The owner of the spaces placed a large sign in the front of the space that states reserved. I am sorry if you feel like this is incorrect but the owner of the space also feels that way when people park in a space that says reserved. Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The area has a painted area saying hotel parking in the parking space. The money should be refunded as it was an unwarranted boot in hotel space Business Response /* (4000, 18, 2021/11/22) */ The space owner has the right to have the vehicle booted or towed. They chose to have it booted. She was parked in a space that has a sign posted on the wall RESERVED PARKING.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for parking while attending the Fox Theater on September 9, but was booted by EPS anyway. Same old story from all the other complaints. The phone number is only an answering service to provide boot removal for $75. The emails address for disputes is unlikely to be monitored. Although I have called and emailed numerous times and have provided photo documentation of my payment, I have received no response.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/24) */ I have emailed this person today to get all supporting documentation on one email thread.

*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. ↩