ComplaintsforParkMobile, LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The parking signs advertise $60. The only option is to pay online and online they charge $75 (with zero breakdown of any additional fees). This bait and switch tricks you to park there as they advertise a false price making choosing parking difficult and unfair to other parking options.

  

  Business response

  07/15/2024

  Thank you for the opportunity to address your complaint. I regret to learn the details of your recent parking experience. On behalf of all parties, ParkMobile is deeply sorry to hear about your experience on 07/14/2024.  While we understand you have some concerns, the decision to offer ParkMobile and the policies, restrictions, and enforcement operations that are in place were made and are handled by the Parking Operator. ParkMobile is a parking payment solution chosen by the Parking Operator and unfortunately, we do not own, operate, manage, or enforce parking areas nor management of onsite parking. Were merely a mode for making your payment and for enforcement to see that payment. The parking operators and authorities make decisions about equipment, payment options, rates, areas of availability, meter durations, times of restriction, and enforcement.
  
  We have reviewed the screenshots provided and it seems that the parking payment on 7/14/2024 was made through a different company instead of the ParkMobile app. As a result, the parking fee was higher than expected. Upon checking, the parking fee for zone ****** on 7/14/2024 was indeed $60.00 plus taxes and fees with ParkMobile. To address this issue, please reach out to the company you made the payment through. You can find their contact information on the screenshot you shared with us.
  
  We do understand you had a frustrating experience, and we deeply regret that. If there is anything we can do to help you when using the app in the future dont hesitate to reach out to us directly to request assistance.
  
  Have a wonderful day!
   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my frustration with the Park Mobile app. Despite advertising support for Apple Pay and PayPal, neither option has allowed me to check out and pay for parking on the app for months. Additionally, the app will not allow me to add a debit card to pay for sessions. This false advertising causes significant inconvenience and can lead to tickets, towing, and booting in the lot. The app is a scam, offering payment methods that cannot be used. My debit card is a **** card, which should be accepted without issue. I will also be writing to the mayor to request that these Park Mobile lots be removed. The app's failure is causing people to be late for work and other commitments, creating unnecessary stress and inconvenience. Not to mention I had to wait for customer service on the phone and the initial time the automated system hung up on me and the second call to customer service took so long to get to an actual representative making me late for my commitment. Please see proof of every detail attached.

  

  Business response

  07/15/2024

  Hello,
  
  Thank you for bringing your complaint to our attention. I am sorry to hear about your recent parking experience. While we understand you have some concerns the decision to offer ParkMobile and the policies, restrictions, and enforcement are determined by the Parking Operator. ParkMobile is a parking payment solution chosen by the Parking Operator. However, we do not manage parking areas or the enforcement of parking rules. Our role is to facilitate payments and ensure that payments are properly enforced. The parking operators and authorities are responsible for decisions regarding equipment, payment options, rates, availability, meter durations, restriction times, and enforcement. Please note that ParkMobile accepts all payment methods including Apple *********** Pay, and PayPal, but the parking operator has the final say on which payment methods are accepted in each zone.
  
  I have reviewed your communication with our agent and have accessed your account. It has come to our attention that the payment method you have been attempting to add is being rejected by the financial institution. This issue could possibly be due to an incorrect zip code. Despite this setback, I do see that you were able to successfully start a parking session using a different payment method. We understand that you had a frustrating experience, and we sincerely apologize for any inconvenience caused. If there is anything we can do to assist you in the future, please feel free to contact us directly.
  
  Thank you for choosing ParkMobile.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Park at **************. And parking anything over 2 hours is 40$. However I had app issues and the app parked one vehicle that I was not driving.. there is no way to change it in the app, or change the car. I immediately paid the correct vehicle and paid again *****. It took a long time. As I was on the island. I immediately reached out to chat and it told me over 300 people were in queue and the chat ended.. I sent an email.. but reached out again and the chat rep was not helpful saying that basically they will do nothing and it's my fault. I'm asking for a refund of the vehicle that I didn't park. It was less than 10 minutes I repaid for the correct one. It appears to be a lag. I know next time .

  

  Business response

  07/08/2024

  Hello,
  
  Thank you for bringing your complaint to our attention. I am sorry to hear about your recent parking experience. While we understand your concerns, the decision to use ParkMobile and the associated policies, restrictions, and enforcement operations are determined by the Parking Operator. Once a parking transaction has started, it cannot be adjusted, as this functionality is not allowed by any parking operator. If you have made a payment with incorrect information, you will need to make a new payment with the correct information to avoid a parking penalty. Unfortunately, refunds cannot be issued for sessions created with incorrect information. ParkMobile is a payment solution chosen by the Parking Operator, and we do not manage or enforce parking areas. We are only a platform for making payments and for enforcement to verify those payments. Decisions about equipment, payment options, rates, available areas, meter durations, restriction times, and enforcement are made by the parking operators and authorities.
  
  However, as a goodwill gesture due to your frustrating experience, I can offer you a one-time refund of $40.35 on behalf of ParkMobile for your parking session. We have processed the $40.35 refund, and you can expect to see this amount added back to your primary payment method within the next 7-10 business days.
  
  We understand your frustration and sincerely regret the inconvenience. If there's anything we can do to assist you in using the app in the future, please do not hesitate to reach out to us directly. We appreciate the opportunity to make this right for you. If you are satisfied with this resolution, please respond back to the BBB. Thank you.

  Customer response

  07/08/2024

   
  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

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I parked in ******* for work on 7/3/24. I have my girlfriends car saved to my park mobile in case were together and I need to use it. Since I drove myself, obviously I use my own car. I selected the zone and hit the pay button realizing immediately that I had my girlfriends car selected instead of mine. I went to the app for chat support and they were completely unhelpful. I spoke to **** who told me the company cant change the plate number even if its 5 min after parking. So I had to pay twice for the same spot. Theres no way they will do a refund of any kind. I asked if had to do a chargeback on my CC and he said up to me and ended the chat. Completely careless and horrible customer service. This is criminal behavior.

  

  Business response

  07/05/2024

  Hello,
  
  Thank you for the opportunity to address your complaint. I regret to learn the details of your recent parking experience. While we understand you have some concerns, the decision to offer ParkMobile and the policies, restrictions, and enforcement operations that are in place were made and are handled by the Parking Operator. ParkMobile is a parking payment solution chosen by the Parking Operator and unfortunately, we do not own, operate, manage, or enforce parking areas nor management of onsite parking. Were merely a mode for making your payment and for enforcement to see that payment. The parking operators and authorities make decisions about equipment, payment options, rates, areas of availability, meter durations, times of restriction, and enforcement.
  
  However, I can offer you a refund for your $6.35 parking session on behalf of ParkMobile due to this frustrating experience. I've noted you have an account and you have Apple Pay as your payment method on file. Unfortunately, our system is unable to refund or credit Apple Pay accounts. You have a few options to process your refund. We can process your payment with PayPal (if you have an account), we would only need you to provide the email address associated with your PayPal account. Also, we can issue your refund via paper check. You would just need to provide your full name and mailing details. You will be receiving an email for further assistance; in which you can reply to us on that Support Ticket shortly. Please reply there with your preferred refund payment method for the $6.35 and we'll be happy to process your refund request. 
  
  We do understand you had a frustrating experience, and we deeply regret that. If there is anything we can do to help you when using the app in the future dont hesitate to reach out to us directly to request assistance. We appreciate you for giving us the opportunity to make this right for you.

  Thank you for using ParkMobile.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation - GKD1972446824113N, Research Request - ******* On 4/23/2024, I purchased parking for a concert in ************ located at *********************************************/18 from ParkMobile LLC. I was provided instructions to scan the ** code for entry/exit. The entrance of the garage did not have a ** scanner and the ** code was not recognized for exit so I had to pay out of pocket.On 5/18/24, I initiated a refund request and explained what occurred. I was asked to provide additional details including proof I paid for parking out of pocket which I was able to provide. Claim was approved on 5/18/24 and I was told it would take 7-10 business days for a refund. After 10 days, my card was not refunded. I followed up and I was told there was an "unknown" issue and a check would be issued via mail that would take up to 20 business days. It has now been 20 business days and I have not received the check. The company is not responding to my follow up emails for resolution. Based on ****** reviews, this unethical sales practice is a trend for this company. Its frankly ridiculous that I am spending all of this time over a measly $21.40 but I won't be taken advantage of. I've provided the email thread that includes correspondence with ParkMobile LLC.

  

  Business response

  06/28/2024

  Hello,
  
  I apologize for the delayed response and for the inconvenience in assisting you promptly with your inquiry. On behalf of everyone at ParkMobile, we are truly sorry to hear about your experience.
  
  Thank you for bringing this issue to our attention. We see that you already have an open Support Ticket with us #*******. Your request for a check has been submitted for $22.40, and you can expect it to be mailed out in the next few days. We consider it a high priority and are doing everything we can to resolve this situation.
  
  We understand that you had a frustrating experience, and we deeply regret that. If there's anything we can do to help you, please don't hesitate to reach out to us directly for assistance. We appreciate you as a ParkMobile customer and thank you for giving us the chance to make this right for you. Thank you for using ParkMobile.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Use the park mobile app to pay for parking at a park. Needed to extend my parking time but the app would not allow me. I received a parking violation for expired parking meter. I reached out to park mobile on 05/18/24 and sent them screenshots of the app and the error messages I have yet to hear from them and reached out by phone and they were not able to address my issues

  

  Business response

  06/06/2024

  Hello,

  Thank you for contacting ParkMobile and taking the time to follow up with us regarding your recent experience! We are experiencing a high volume of requests, so it is taking more time than usual to respond. This is not typical of the type of support we provide, and I am so very sorry that you've been adversely affected.

  I regret to learn the details of your recent parking experience. While we understand you have some concerns, the decision to offer ParkMobile and the policies, restrictions, and enforcement operations that are in place were made and are handled by the Parking Operator. ParkMobile is a parking payment solution chosen by the Parking Operator and unfortunately, we do not own, operate, manage, or enforce parking areas nor management of onsite parking. Were merely a mode for making your payment and for enforcement to see that payment. The parking operators and authorities make decisions about equipment, payment options, rates, areas of availability, meter durations,times of restriction, and enforcement.

  ParkMobile does not issue tickets or violations. Unfortunately, we also can't remove any violations issued. The parking authority in your area may be willing to offer a forgiveness void if you take the time to share your experience with them. Their information is usually shown on your citation. From an enforcement standpoint,you are still expected to pay for your parking on-site if you are unable to use the ParkMobile system as payment is required. As such, we are not able to take financial responsibility for any violations received due to non-payment via the ParkMobile app or IVR system. We recommend sending your dismissal request directly to the parking operator for your lot to pursue adjudication.
  

  If there is anything we can do to help you when using the app in the future dont hesitate to reach out to us directly to request assistance. Thank you for using ParkMobile. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I obtained a parkmobile parking reservation for a doctor *********** in ***. I got to the garage and the attendant said there was no room and we had to leave. I explained I had a reservation, he said he didnt care, I had paid a computer and not him to try and save $2. My husband found street parking after dropping me at my ***********. He was only able to attend the last 5 minutes of my ***********. I chatted with park mobile to get a refund and they said to contact the garage. I called the garage and they said they do not get the payment and to call park mobile. I did not receive a refund for the $40. This is a scam because they can charge me, not let me park and then make more money off someone who actually got the spot, essentially doubling profit.

  

  Business response

  05/02/2024

  Hello,
  
  I apologize for the inconvenience caused. However, We are unable to find your ParkMobile Reservation using the information you provided in your complaint. To assist us in further investigating this issue, could you please provide a complete screenshot of your parking reservation?
  
  We appreciate your cooperation and look forward to your reply. Thank you.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I parked at the *********** and accidentally selected my truck rather than my wife's car that we were in at the time. I immediately noticed my mistake and tried to cancel the parking, unsuccessfully. I then reached out to park mobile, via chat, only to find that they offer zero cancellations, refunds, or credits. You can only purchase additional parking to prevent a citation. They were very unhelpful and showed zero compassion for double charging their patrons over a simple mistake. Seems like theft to me; a simple credit or refund would've gone a long way, but instead, they ended up charging me for two vehicles when only parking a single vehicle. Roughly 24 bucks to park for 4.5-5 hrs.

  

  Business response

  04/23/2024

  Hello,
  
  Thank you for reaching out to us about your recent parking experience and for giving us the opportunity to address your concerns. We deeply regret any inconvenience or frustration you may have experienced.
  
  We would like to clarify that ParkMobile is a parking payment solution chosen by the Parking Operator. While we offer the mode for making your payment and for enforcement to see that payment, all policies, restrictions, and enforcement operations are handled by the Parking Operator. As such, we do not own, operate, manage, or enforce parking areas or management of onsite parking. The parking operators and authorities make decisions about equipment, payment options, rates, areas of availability, meter durations, times of restriction, and enforcement.
  
  Please note that parking transactions cannot be adjusted once started and that parking fees go directly to the parking operator for your area. As a result, we do not have the ability or access to refund or reverse charges. However, as a gesture of goodwill, we would like to offer you a one-time refund of $12.45 on behalf of ParkMobile. This refund should be added back to the payment method we have on file for you within the next 7-10 business days.
  
  We do understand you had a frustrating experience, and we deeply regret that. If there is anything we can do to help you when using the app in the future dont hesitate to reach out to us directly to request assistance. We appreciate you for giving us the opportunity to make this right for you.
  
  Thank you for using ParkMobile.

  Customer response

  04/23/2024

   
  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I payed for an hour and a half of parking time and ParkMobile only gave me one hour. They refused to add to my time to make it the correct amount even though I had proof that they charged me for an hour and a half.

  

  Business response

  04/18/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. We're sorry to hear about your recent parking experience and understand your frustrations. However, it's important to note that the decision to offer ParkMobile and the policies, restrictions, and enforcement operations fall under the University's jurisdiction. While ParkMobile is a parking payment solution chosen by the University, we do not own, operate, manage, or enforce parking areas. Our role is to provide a mode for making payments, and for enforcement to ensure that payment has been made.
  
  We have looked into your parking situation in zone ***** at the ********************* and discovered that after the initial 30 minutes, parking in this zone is only allowed by the hour. This zone doesn't permit parking for 1 hour and 30 minutes. This rule was made by your parking operator, and they have provided instructions on how ParkMobile works in your area. Unfortunately, we cannot refund any mistaken transaction because the parking fees you pay go directly to the parking operator, not to ParkMobile. We have attached a copy of our help center that pertains to your zone, as provided by the Parking Operator in your area.
  
  Although the parking industry is generally considered to be a no-refund industry, we suggest reaching out to your parking operator to see if they can accommodate your request. We apologize for the inconvenience you've experienced and want to assure you that we're here to help if you need assistance in using the app in the future. We appreciate your business with ParkMobile and thank you for giving us the opportunity to address your concerns. 
  
  Thank you

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  had a valid parking pass to park that night for the ATL United game. When we arrived at the parking lot we showed our pass and triedto park. Unfortunately the parking attendantswere taking cash payments for parking and the parking lot was oversold. As I confrontedthe parking lot attendanthe said to park where we did. I have submitted a complaint to the *************** and ********************* and the Better Business Bureau for you over selling your parking lot.You should also check into who is running your parking lot and selling parking spaces for cash and pocketing the money.Not only did i pay for parking now they are trying to charge me another $92

  

  Business response

  04/16/2024

  Hello,

  Thank you for bringing your complaint to our attention. On behalf of all parties at ParkMobile, we are deeply sorry to hear about your experience on March 9th, 2024. We will contact the parking operator to investigate the issue further.
  
  Please note that ParkMobile Reservations facilitates parking reservations at hundreds of locations nationwide. However, we do not own, operate, or manage the onsite parking. Our online reservation system simply allows customers to conveniently place an order for their parking needs. The parking operator provides us with a certain amount of permits for their area and we account for those permits when selling the remainder of parking on-site to avoid overselling the parking area.
  
  We understand that you had a frustrating experience, and we deeply regret that. To make it right, we have processed a refund of $23.60, which will be added back to the payment method we have on file for you within the next 3-5 business days.
  
  If you encounter any issues in the future, please don't hesitate to contact us directly for assistance. We appreciate your business and value your feedback. Thank you for giving us the opportunity to make this right for you.

  Customer response

  04/16/2024

   
  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.  However they need to better monitor their parking facilities.
  
  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. ↩