![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforE P S
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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.
RDBusiness 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
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
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
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.
Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Empire Parking Services is a company that places boots on cars that must be paid to be removed. They place the parking signs in deliberately hard to see places and use deliberately unclear language to trap cars into situations where EPS can then create a false justification for booting several cars.Business response
05/22/2024
To whom it may concern, Empire Parking Services is an enforcement company and not a parking company. Placement and language of instructional/ pay signs are determined by the property/ parking company. We are responsible for a particular type of booting sign which is set by the city ordinances of ********Customer response
05/22/2024
Complaint: 21725045
I am rejecting this response because: in their attempt to justify their actions, the business reveals itself as operating in a predatory fashion.
Sincerely,
*******************************Business response
06/03/2024
The booting signs are regulated and standardized by the city of *******. Those cannot be predatory by nature because they simply notify the customer about booting and towing activity. The instructional signs (their language/ placement) are determined by the lot owners/ property management. We do not regulate the language or the placement of said signs. Thus, it is unclear how our company is predatory when it comes to instructional signs.Customer response
06/04/2024
Complaint: 21725045
I am rejecting this response because: I understand the signs themselves are not predatory. It is the practice of immobilizing vehicles that I am naming as predatory.
The signs are misleading. Over 5 cars were booted all in a row, indicating that the message was deliberately unclear to all.Sincerely,
*******************************Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This is not a business, its an extortion racket. I have a loaner vehicle right now and live in a complex that uses this company for its parking structure. I have just been getting guest passes because , its easy to do. Evidently, the rules changed and I got up yesterday to find the vehicle booted. I paid the $75 fine so I could get the boot off and go where I needed to go. I then filed a dispute using form on website. I provided the info for the guest pass I had purchased. I got an automated email later in the day saying my dispute was denied. And the email it was sent from was no reply. GOt up this morning, the same thing. I got the company's information from our complex office and the email they provided the complex keeps bouncing back my emaqils, and the phone number is an automated circle. So the rules changed (i guess there was an email but allegedly they changed in March so why did suddenly I get booted in ********** if the rules changed while are they still selling guest passes? I want 1. usable contact information . 2. A refund on the 2X boot fine ($150) or all the guest passes they have sold me since march that evidently were useless the whole time. If you are a business or complex and you hate your customers,and don't want them to ever come back, go with this parking serviceBusiness response
05/21/2024
The EPS understands that booting can be a very unpleasant experience. However, the refund was denied because the vehicle was in violation.
1. So, the rules changed (i guess there was an email but allegedly they changed in March so why did suddenly I get booted in May?).
Our technicians are people and may sometimes miss violators. This could be the reason why the vehicle was not previously booted.
2. A refund on the 2X boot fine ($150) or all the guest passes they have sold me since march that evidently were useless the whole time.
Unfortunately, we cannot offer a refund in this case because the vehicle was in violation. EPS does not give out guest passes. We are not a parking company. We are an enforcement company. Thus, we cannot refund the passes either.
Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid for parking in a parking garaged managed by Empire Parking Services. The time of the booting is the same time that parking receipts show the vehicle was paid to park there. After filing two claims, they denied both.Business response
05/09/2024
To whom it may concern, this vehicle was booted on ***** at 11:09PM. The earliest payment was made on ***** at12:46AM. Although, there is no grace ****** at Generation *******. EPS is trying to show as much leniency as possible in cases like this. However, we cannot justify a payment delay of over an hour. This goes against property's parking policy.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/26/24 went to the hospital across the street because I was looking for a family member who was admitted. Paid through the park mobile app, as I've done for the last 2 years with no issues. I paid $10 for 8 hours, even though I knew I was only going to be there half that time. Came out to leave and my car had a boot on it. Nobody knows anything before payment which is real predatory and then they say email the dispute, the email is fake because it was returned to me and the company is not trying to reach out to make sure this was even correct. When I called to get the boot taken off I had to identify it by the color, make and model and was told somebody would be there soon, soon is after the time they are ready. I have attached the spot (23) was paid for and yet I was still booted. I dont like companies that nickel and dime and then go ghost. Booting isn't even allowed in the City of ******* anymore, its supposed to be a ticket.Business response
05/06/2024
To whom it may concern, we are unsure what is meant by "email is fake". Sometimes customers try to email us on a dispute email that is no longer active, however, this particular customer filled out a dispute form on our website. They received a rejection to their dispute because the vehicle was not registered at the time of immobilization. Attached are the screenshots of ParkMobile for all vehicles that paid for spot 23 at the time. None of these vehicles have a license plate number *******. Therefore, customer's dispute was rejected.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
177 total complaints in the last 3 years.
69 complaints closed in the last 12 months.