ComplaintsforParkMobile, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used ParkMobile to pay for parking April 9, 2014. Payment with GPay and PayPal didn't work and I had to enter credit card details. Afterward I wanted all the information they collected about me deleted, but couldn't get that done. The privacy policy page on their website doesn't work (using the latest Chrome browser under Windows), and the "Terms" page is blank too. Writing to their "privacy team" got me a form letter saying something about cookie settings and including a link to their blank privacy page.Upshot: there is no way to know what information they save from what they collect, and no way to get them to delete it.

  

  Business response

  04/11/2024

  I'm sorry to learn of this recent frustration. We take all reports of this nature very seriously. I can assure you that ParkMobile does not share your information in any way other than in the manner indicated in our Privacy Policy (located on our website here: *************************************************)
  
  ParkMobile utilizes industry-standard encryption methods to ensure cardholder details (name, credit card number, etc.) are stored using strong encryption algorithms. ParkMobile stores all credit card data offsite at a PCI Level 1 data center and ParkMobile is a PCI Level 1 vendor, which means we have been audited to ensure that our cardholder capture, handling, encryption, and storage are all compliant with industry methods. No ParkMobile employee has access to any cardholder data (it is inaccessible in all manners). Also, users cannot access their own cardholder data within the ParkMobile environment (they must re-enter or add new data on the website or mobile application).
  
  While ParkMobile utilizes trusted methods to ensure cardholder data is protected, it is outside the scope of ParkMobile's security to ensure that a customer's computer or mobile phone is not compromised. There are numerous methods by which hackers may steal information from computers and hand-held devices, and the entry of personal data is at risk at any time depending on your physical surroundings and the security of your network or device.  Again, please feel free to take a look at the Privacy Policy for full details. You can feel confident your information is safe with ParkMobile. 
  
  I cannot locate a ParkMobile account using the information you've provided in your complaint. We can look up accounts using email addresses, license plate numbers, and mobile phone numbers (if you saved one to your account.) You will be receiving an email for further assistance; in which you can reply back to us on that Support Ticket shortly. Please provide the information associated with your ParkMobile account so we can further assist. 
  
  Thank you.

  Customer response

  04/12/2024

   
  Complaint: 21555475
  
  I am rejecting this response because it does not address the central points of my complaint:

  1) I should be able to access ParkMobile's privacy policy using the internet-standard Chrome browser. I should not have to install a different browser to access it, as ParkMobile's support suggested. Fix your website.

  2) It should not take days, a BBB complaint, and numerous emails to get my personal information deleted from your servers.

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

  

  Business response

  04/16/2024

  Hello,

  We apologize for the delay and thank you for your patience. We want to inform you that we have canceled your account as per your request on 04/15/2024 via ticket number *******. We have tested our platform using the latest Chrome browser on Windows, and we are glad to inform you that all tests were successful without any issues. However, if you are still experiencing any difficulty accessing the terms on your end, please attach a screenshot to the email you received from the cancellation request, and we will follow up with you. 
  
  We understand that you had a frustrating experience, and we are sorry for that. If there is anything we can do to assist you in the future, don't hesitate to reach out to us directly. We are always here to help you.

  Thanks,

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** claims to have deleted my account information on their servers. Their website "terms" and "privacy" pages are still inaccessible from my up-to-date Chrome browser, but I don't want to spend more time on this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/28/2024, I tried purchasing a total of 6 reservation parking spaces for a total of $30. 2 times in a row the site crashed when I clicked purchase, but did not provide me with receipts. I attempted to purchase a 3rd time by buying the passes in 2 orders (one order is $5 and order #********, the other is $25 and order #********). The orders were placed with the email address ******************** The first 2 attempts ended up charging my card and posted on 3/29/2024. I contacted ParkMobile Reservations on 3/1/2024, and they opened a case with the request #*******. I was told my refund would process in 1-2 business days and show up in my bank account in 10 business days. I called ParkMobile on 3/19/2024 as I had not received the refund for $60. I was told she didn't know why and to call back in 48 business hours if still no refund. On 3/22/2024, I replied to the help ticket on their website requesting an update and received no response. I called again on 3/25/2024 and was again told she had no idea why my refund had not been processed yet and to try again in 48 hours. It is now 4/3/2024, and I do not believe it is my responsibility to continue calling every 2 days for an update when I was initially told this would be resolved within 2 weeks. Reflected in my attached files are my bank statement showing the proper charges of $25 and $5 and the charges of $30 and $30 that should be refunded, the receipts of the orders that processed, the request case with written corresponsence, and screen shots of call logs.

  

  Business response

  04/03/2024

  Thank you for bringing your complaint to our attention. I am sorry to hear about your recent experience with ParkMobile Reservations. We appreciate the opportunity to address your concerns and make things right.
  
  I can confirm that you have an open Support Ticket with us #*******, and your refund has been processed in the amount of $60.00. You will receive the refunded amount within the next 1-3 business days.
  
  We understand that your experience was not up to the standard that we aim to provide, and we deeply apologize for any inconvenience or frustration this may have caused. We are always here to help, so please do not hesitate to contact us directly if you need any further assistance with the app in the future.
  
  Thank you for choosing ParkMobile, and we appreciate your business.

  Customer response

  04/05/2024

   
  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

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around January my ParkMobile account was Hacked. Whoever hacked my account added a $75 wallet balance to my ParkMobile account. I was told by a representative on behalf of ParkMobile to just refund the money in my ParkMobile wallet back to my bank account. I did that and was told it would take 7-10 business today to obtain the refund. I hadnt received it after a month. I contacted ParkMobile support several times and was told the refund was pending. I decided to go to my bank and file a claim through my bank to get the money refunded. The bank was also unable to get me the money back. Ive been patient with them but I would like my money back.

  

  Business response

  04/02/2024

  Hello,
  
  I apologize deeply for the recent dissatisfaction you experienced with our customer support while using **********************. We take pride in providing outstanding customer service and we are disappointed that we couldn't meet your expectations in this instance. Thank you for making us aware of this incident. 
  
  We have processed your refund for your ParkMobile Wallet and you should see the refunded amount added back to the **** Credit Card we have on record for you within the next 3-5 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 being a ParkMobile customer and for giving us the opportunity to make this right for you. Thank you for using ParkMobile.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased parking lot reservation RNB1940106524078Q, and when I showed up the parking lot attendant said that they were not part of ParkMobile and weren't sure why ParkMobile had set up the park there. Charged me an additional $20 to park in the lot.

  

  Business response

  03/21/2024

  Hello,
  
  Thank you for the opportunity to address your complaint. On behalf of all parties, ParkMobile is deeply sorry to hear about your experience on 3/18/2024.  Thank you for bringing this issue to our attention and we will reach out to the parking operator to further investigate. 
  
  Please note, ParkMobile Reservations facilitates parking reservations at hundreds of locations nationwide. Our online reservation system contains the inventory to conveniently place an order for your parking needs. Unfortunately, we do not own, operate, or manage the onsite parking. I can offer you a refund for your parking session on behalf of ParkMobile due to this frustrating experience. Weve processed the $16.66 refund now, and you'll see that amount added back to the payment method we have on file for you within the next 3-5 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 being a ParkMobile customer and for giving us the opportunity to make this right for you.

  Thank you for using ParkMobile.

  Customer response

  03/21/2024

   
  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

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid in advance for parking near the *************** in *********, ** for Saturday March 16,2024 at ParkMobile's garage at ***********************************************. When my wife and I arrived, no parking was available in the spots allotted for non-residents. We drove around the entire facility twice to no avail. When I contacted ParkMobile via e-mail, I received a reply from someone named *****. Despite sending copies of the receipt with garage QR code, ***** kept responding with the same questions over and over. Finally, I informed ***** on 3/18/24 that I was going to file a complaint with the BBB because obviously his company does not want to issue a refund. This company oversells its parking spaces and yet refuses to refund when their service is not rendered. I consider this consumer fraud.

  

  Business response

  03/20/2024

  Hello,
  
  Thank you for the opportunity to address your complaint. On behalf of all parties involved, ParkMobile is deeply sorry for any inconvenience caused. We appreciate you bringing this issue to our attention, and we will follow up with the parking operator to further investigate the matter.
  
  I understand that our agent requested your receipt for additional parking payment to facilitate the refund process. However, we did not receive the receipt from you. Please note that ParkMobile Reservations facilitates parking reservations at hundreds of locations nationwide, but the decision to offer ParkMobile and the policies, restrictions, and enforcement operations are made and handled by the Parking Operator. We are merely a mode of payment processing and enforcement to ensure that payment is made.
  
  Although we do not own, operate, manage, or enforce parking areas or management of onsite parking, on behalf of ParkMobile, I would like to offer you a refund of $11.20 for your parking reservation. We understand your frustration and want to make things right for you. The refund has been processed and you will see the amount added back to the payment method we have on file for you within the next 3-5 business days.
  
  We regret any inconvenience you experienced and appreciate your patience and understanding throughout the process. If you need any assistance in the future, please feel free to reach out to us directly, and we will be happy to help. Thank you for being a ParkMobile customer.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17th, I parked my car near the intersection of ********* and ********** at location *****. Unfortunately, I couldn't locate the pay parking board nearby. When I returned to my car after a few minutes, I found that it had been booted and locked. To release the boot, I had to pay $75 via the pay mobile app for zone 3090.The person who booted showed the sign which was on the other side of the road and not where I parked my car.I feel this is very unfortunate that ********** is charging $75 for no mistake of the car owner.I request you to please refund the money and put up proper signs to pay for the parking.

  

  Business response

  03/18/2024

  Hello,

  I regret to learn that you were issued a citation while using the ParkMobile app. Some of the more common reasons for receiving a citation include license plate discrepancies, zone number discrepancies, and violations that are unrelated to your parking payment. ParkMobile is the payment solution and does not own, operate, manage, or enforce parking areas and we don't issue tickets or violations. We also can't remove any violations issued. 
  
  Weve accessed our records and we were unable to locate an account with the provided information. 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. We urge you to send your dismissal request directly to the parking operator for your lot to pursue adjudication. The parking operators and authorities make decisions about rates, areas of availability, meter durations, and times of restriction. ParkMobile is merely a mode for making your payment and for enforcement to see that payment.

  Thank you.
  
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid for a service that was not rendered and no refund was given upon discussion with customer support. We paid via this company for public parking and the parking meter did not update showing that we paid. We spoke with customer service and they said that they would not refund the money and that we could not speak to a manager.

  

  Business response

  03/18/2024

  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 we do not own, operate, manage, or enforce parking areas. 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 is not integrated with the meters in your area, and so your ParkMobile payment will never be reflected there. Instead, the enforcement officer in your area will be able to use your license plate number, zone number, and/or space number (where applicable) to verify your paid parking session. As such, please make sure to add any additional license plate numbers to your account before creating a parking session to make sure your parking transactions are correctly created.
  
  We do understand you had a confusing 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. Thank you for the opportunity to address this experience. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday 3/15/2024 I own 2 cars, parked in the lot WPB *****. I had still 1 hour on the app on my phone when returning to my vehicle, however in the app my old car was listed as default plate. The person on the phone told me it was the law having to go by the plate, and not the proof on my phone, on my account. It's theft in my opinion. There was nobody willing to help in customer service, they only wanted to extort people for their ***** boot fee.

  

  Business response

  03/19/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience caused by the citation you received while using the ParkMobile app. We understand that receiving a citation or boot can be frustrating, and we would like to help you understand why this happened.
  
  Common reasons for receiving a citation or boot include license plate discrepancies, zone number discrepancies, or violations unrelated to your parking payment. However, it's important to note that while ParkMobile is the payment solution, we do not own, operate, manage, or enforce parking areas. We don't issue tickets or violations, and we can't remove any violations issued.
  
  We regret to inform you that parking transactions cannot be adjusted once started, as no parking operator allows us to have that functionality. Unfortunately, we cannot refund you for any mistaken transaction, as your parking charges go directly to the parking operator for your area at ******************************* ParkMobile does not have the ability or access to refund or reverse charges to your card.
  
  However, if you choose to dispute or request a review of the citation/boot, you can utilize your ParkMobile parking receipt to assist with that.  We cannot guarantee the outcome, but we hope that will help. Thank you for the opportunity to address this experience. 
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Park mobile website charged for additional time after showing that the transaction could not go through.

  

  Business response

  03/14/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. I am sorry to learn about your recent parking experience. I want to clarify that the decision to offer ParkMobile, along with the policies, restrictions, and enforcement operations in place, were made and are handled by the Parking Operator. ParkMobile is a parking payment solution chosen by the Parking operator, and we are not responsible for the management or enforcement of parking areas. Our role is solely to provide a convenient mode for making your payment, and for the enforcement team to verify that payment has been made and that your parking charges go directly to the parking operator for your area. The parking operators and authorities are responsible for making decisions about equipment, payment options, rates, areas of availability, meter durations, times of restriction, and enforcement.
  
  Thank you for bringing this issue to our attention. We will investigate further and do everything we can to resolve the problem. As a gesture of goodwill, we would like to offer you a refund of $25.34 for your parking session with ParkMobile. I've noted you checked out as a guest, therefore you don't have any payment type on file to process your refund. 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 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 $25.34 and we'll be happy to process your refund request.
  
  We 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. Please respond to the BBB if you are satisfied with this solution.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/8/24, I paid ParkMobile $28 to park in a lot for a sporting event. The lot was pretty empty and upon arrival, we realized it was only $20 to park there. But nevermind that piece-when my confirmation came through after paying the $28, the barcode email specifically said I would need the print out to place on my dash to park in this lot. Within a minute of paying for this, I was on the phone with ParkMobile attempting to cancel since I did not have a printer in my car on the way to an arena. The rep told me I did not indeed need a printout and gave me an additional code I could share if needed. This code is what confirms my parking in this lot. I asked 5 times if he was sure this was okay since it was in bold print that I needed a print out. He ensured me it was with the code he gave me and even went as far to say that they have my license plate in their system so shouldn't be an issue. Low and behold, I walk out of the event 2 hours later to a boot on my car and a violation. In the middle of the night with my child and we can't move. Call the number on the violation and 30 minutes later, their employee comes back. I show him my receipt for parking there, the "code" that supposedly works and none of that matters. I'm told that he isn't sure why a 3rd party company would tell me that was okay AND that my license plate is nowhere in their system. So if I wanted to leave I would need to pay to have the boot removed from my car. Considering I wanted to get my child and I home safely, I paid the fee. Get in my car and call Park Mobile again AND GET THE SAME GUY AS EARLIER! I won't share his name but he claims that what they did was incorrect and no idea why the code or the license plate (which was correct in their system by the way) did not work. Took no accountability when the reason I had called earlier was to CANCEL! Was told this would be escalated and I'd be getting a call within ***** hours. Silence... I followed up yesterday and still silence. This is wrong.

  

  Business response

  03/13/2024

  Hello,
  
  Thank you for bringing this issue to our attention. We are sorry to hear about your recent parking experience. While we understand your concerns, we want to clarify that the decision to offer ParkMobile and the policies, restrictions, and enforcement operations are determined by the Parking Operator (Premium Parking *******). ParkMobile is a parking payment solution that was chosen by the Parking Operator, and we do not own, operate, manage, or enforce parking areas or management of onsite parking. We are simply a mode for making your payment and ensuring that your payment is visible to enforcement officers. The parking operators and authorities make decisions about equipment, payment options, rates, areas of availability, meter durations, times of restriction, and enforcement.
  
  If you wish to dispute or request a review of the booting fee, you can use your ParkMobile confirmation receipt to assist with that. You can explain that you were in the process of starting the parking session, noting the time between ticket issuance and/or booting/citation incident and when your parking started. Please note that we cannot guarantee the outcome, but we hope this information will be useful.
  
  We understand that you had a frustrating experience, and we apologize for the inconvenience caused. If there is anything we can do to assist you in the future, please do not hesitate to contact us directly. 
  
  Thank you for using ParkMobile

  Customer response

  03/13/2024

   
  Complaint: 21423442
  
  I am rejecting this response because:

  this is not an issue with the company in *******. This is on Park Mobile. I called to cancel because it asked to have it printed out and on your dash which I could NOT do on the way to the venue. Called you within one minute of purchase soon as I got the confirmation email. Can even see the chat transcripts because it was automated so I called. Your rep **** told me multiple times as you can see in call records that all I needed was this secret code he gave me and that my plate would also be in their system. Both were a lie. The *************** did nothing wrong as the rep even said if I had the printed pass on my dash-thats what they look for. I called to cancel because your email said I needed it and to save a sale, your rep who I also got when I called back hours later who still admitted no fault told me all I needed was the code and of course my license plate if they scanned was in their system. And he didnt know why they didnt honor it. Placing blame on the other company based on information your employees are giving out is wrong. Appreciate the generic response but this is a park mobile issue, not the other company. And judging by the hundreds of one star reviews you have-clearly this is deeper than a boot on my car. Do right by your customers and stop blaming another company. I would like my boot fee refunded. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/14/2024

  Hello,
  
  I noticed that you should have received an email yesterday (3/14/2024) via an open support ticket with our team, ticket number #*******. It's important that you respond to this as soon as possible, as we consider it to be a high priority. We need to confirm your information to move forward with your request.
  

  Thank you for using ParkMobile.

*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. ↩