ComplaintsforThe Parking Spot

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sales tax being charged is about double NJ State Tax rate (*****%). Multiple attempts for an explanation via various contact methods (phone, email, ********* Instagram) have gone ignored. Tax on the October 2023 invoice should have been $5.61, not $13.41 and tax on the May 2024 invoice should have been $7.02 not $16.77. Overcharge is $17.55.

  

  Business response

  05/20/2024

  Hi, 

  The city of PHL charges 22.5% for parking tax. 

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

  Customer response

  05/21/2024

   
  Complaint: 21725562
  
  I am rejecting this response because:

  I was not parked at PHL, I was parked at EWR.   If you reviewed the documents that I included with the complaint you would know this.

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

  

  Business response

  05/21/2024

  Here's a link we found with a quick ****** search - **************************************

  You can see that EWR has parking tax of 15%, which is what we implement. 

   

   

  Customer response

  05/21/2024

   
  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.

  Better communication/explanation on the part of the business would have eliminated the need for this complaint to have been filed in the first place.

  Thank you for the assistance.

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

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business changed from ********** to the parking spot. I have been parking there with frequency for about 15 years. I did not get notification that the business was changing and couldn't transition my account. I had multiple free days from all of my parking. I have parked there many times this year. I have email record of my stays. The local team refuses to help me and after 5 emails to their ******************************** with zero attempt for resolution, I have no choice than to reach out.

  

  Business response

  05/08/2024

  Hi *****,

  We are showing that ******, our ***** Services Supervisor, has been in contact with you. She will be the best person to be in communication with to get your account set up. She sent you a message on Monday at 10:25am that you have not responded to.

   

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parking spot somehow took money directly from my bank. I contacted their HQ, left voicemail, I have sent them emails asking for explanation of charges but its been over a week and no one has contacted me.This is concerning to me because they accessed my bank account and I have not used their services in over 3 years. I want someone to look into this and provide me an explanation on this charge.

  

  Business response

  05/08/2024

  Hello,

  We do apologize for the delay in response. If you did not authorize this charge, please contact your bank to report the charge. We will have our accounting team look into the charges.

   

   

  Customer response

  05/09/2024

   
  Complaint: 21673331
  
  I am rejecting this response because: I already contacted my bank and they are looking into this as well. Its been over a week for that as well. As a company, you should take the ownership of this because your company charged me for a service that I did not use. How did you even get my bank account information is my question. This is a fraud and I deserve a better response than you telling me to contact my bank  because -that is ofcourse what I did when I realized that there is no one getting back to me from your company.
  
  Sincerely,
  
  *******************************

  

  Business response

  05/20/2024

  Hi *********, 

  Unfortunately, with fraud, we don't know where it came from unless the bank starts an investigation. We are showing that the charge was not associated with the card that you had on file for your account. We do show that the charge has been refunded. 

  Customer response

  05/20/2024

   
  Complaint: 21673331
  
  I am rejecting this response because:

  I know my card was not charged, as a business it is your responsibility to look into this matter. How did Parking Spot managed to get my bank account information. My bank should have a case with you. There could be other people impacted by this, I am more diligent on checking my account activity. You need to start investigation at your end because its your company's reputation that is at stake here. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I parked at The Parking Spot at ********************** in uncovered, self-parking for 9 days from April 26 to May 4. I did not have an advance reservation. The lot was very, very full so I parked in the last row. They had a lot of business, were obviously making lots of money. But when I was leaving yesterday, I was charged $228.65 ($193.50 for parking plus taxes and airport use recovery fee). I was told by an employee that the price was because there weren't many spaces available due to spring break, so they were charging more. That is price gouging! I just checked the price for an upcoming 9 day stay and it would be $10/day without a reservation for a total of $90 plus taxes and fee. I paid well more than double the regular rate. Please investigate this flagrant price gouging.

  

  Business response

  05/08/2024

  Hello,

  Without a reservation, you are charged the drive up rate on the day of your check-in. We have linked our policy below. This is also posted on many areas of our website and on screens at all entry gates.

   

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

   

   

   

  Customer response

  05/09/2024

   
  Complaint: 21669827
  
  I am rejecting this response because:

  First, I was a drive-up customer, so I certainly wasn't looking at the website.

  Second, maybe the prices were posted somewhere at the entrance. If so, they were not obvious. I was a little busy trying to figure out how to get the gate to open for me with a car waiting behind me. I had not used that entry system before.

  Third, whether the price is posted is irrelevant, in my opinion. My complaint is that you more than doubled the price because of a lack of spaces around the airport due to spring break. That is very clearly price gouging. That's the point. Price gouging. Taking advantage of people. Your lot is large and was full. You were clearly making a lot of money because of the busy time. You had to also take advantage of people in that way? That is just deplorable.

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

  

  Business response

  05/20/2024

  Hi ****, 

  The point of us posting our rate is so the consumer has the choice to determine whether they park with us or not. We do not hide our rates or that our pricing is based on a dynamic pricing structure. We do not have a "regular rate". Our rates fluctuate on demand. 

   

   

  Customer response

  05/20/2024

   
  Complaint: 21669827
  
  I am rejecting this response because: the business is hiding their price gouging behind fancy terminology. What they do to customers at busy times is absolutely disgraceful. I know I will not get any financial satisfaction, but I have told everyone I know that Parking Spot *****. I will continue to make this point repeatedly and loudly. I was ripped off as were, apparently, thousands of other spring break travelers. What a disgraceful business model 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had good experience with the Parking spot until recently. We checked in on April 18th at the **************************** Spot 2 and was told the uncovered parking rate was $14/day. Upon check out on 4/28 we were billed $24/day. Attendant on duty refused to help us and was very condescending. I am requesting a refund for the difference. We plan to remain a customer unless this issue is not resolved.

  

  Business response

  05/06/2024

  Hello,

  Without a reservation, you are charged the drive up rate on the day of your check-in. We have screens at all entry gates to show the drive up rate. On the day of your check-in, the drive up rate was $23 per day. We'd be happy to offer a 10% discount as a one time courtesy. In the future, you will need to book a reservation for the best rate.

   

  Customer response

  05/06/2024

   
  Complaint: 21652870
  
  I am rejecting this response because: obviously your signage is not visible because we would not have agreed to check in and would have gone to other places  if we knew how ridiculously expensive your rate was. We were informed by the attendant that the rate was $14/day.
  
  Sincerely,
  
  *******************************

  

  Business response

  05/20/2024

  Hi *******,

  Please see the photos attached of all the drive up screens that we have at all entry gates. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used the Parking Spot service for many years. Never had a problem. Just pulled into their lot on my departure day many many times. Recently I parked there at ************** ************** and was charged $553.28 for 9 days! Upon speaking with their manager, I was told that I did not make a reservation on line and that the rates can vary depending on how busy they are. I have never been forced to make reservations before and, in fact, I parked there in January and was charged less than $200 for the same amount of time.I have emailed them my concerns with no acknowledgement or response from them.I will never again use this company and will discourage anyone to use them. In speaking with the manager he said all I can do is give you 10% off!

  

  Business response

  04/26/2024

  Hello,

  At The Parking Spot, our rates can vary depending on availability. As our facility can fill up quickly, we may have limited spots available, resulting in higher daily rates for the last few spots. To secure the best rate, we recommend making a reservation at least 2 weeks before your check-in date. Our pricing structure is set on dynamic pricing. We have it noted on our website that without reservations, you are charged the drive up rate. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved parking online with Parking Spot that included a special price of $66.76. The reservation check in date was 4/12/24 and check out date was 4/16/24. I checked out on 4/16/24, but was charged $146.84 - which is $80.08 more than my reservation. When reserving a parking spot time, especially a check out time, you are estimating based on an on-time flight, although sometimes there are delays. I was unfortunately "LATE" by 1 hour and 24m due to a flight delay and being shuttled back to parking lot, although it still was on the same day as the reservation states. I simply want a $80.08 refund for being overcharged.

  

  Business response

  04/26/2024

  Hi ****,

  Thanks for reaching out! We do apologize for the inconvenience this caused you!

  We did a little research and it looks like your reservation was never checked in so the system believed you checked in without a reservation. Not to worry! We've linked the reservation to your stay and emailed you a copy of your refund. In the future, please make sure to scan the ** code in the app or on your confirmation email at both check-in and checkout so it links correctly. 

  Customer response

  04/26/2024

   
  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Does TheParkingSpot have ANY customer services at all? I have an issue that I submitted suport tickets twice in the past 2 months and both got ignored. It is said on the report ticket creation email that anwering time is 6 business days. It has loooooooong past 6 business days for both tickets I submitted. I tried calling the corparate office but no one answer either, said in the automated recording that they only provide support online. There is no other ways to contact any customer surport at all for this company. There are no human answering any phone (the lot or corparate office), and online support ticket is not answered either.Please I just want someone from TheParkingSpot to answer to my issue and get it fixed for my account. Is that so hard?Below is the original suport request I submitted to TheParkingSpot:Hi, I previously booked two consecutive reservations for my trip from March 2 to 10, all prepaid - - Reservation confirmation ********* for 3/2/2024 12:00 PM to 3/3/2024 12:00 PM - Reservation confirmation ********* for 3/3/2024 12:00 PM to 3/10/2024 11:00 PM I was able to check out at the end of the trip, but was not given any paper receipt upon checkout. After the trip I cannot find any receipt or record in your web portal showing my stay, nor did my stay get counted towards the reward points. I would like to request a receipt for my stay and please also have it reflected on my reward points. Thank you.I have attached the reservation confirmation PDFs for your reference.

  

  Business response

  04/15/2024

  Hi *****,

  It looks like you selected you found a solution which then closed the ticket & it did not reach out customer service team. Your follow up replies essentially went to a closed ticket. You had an open reservation on your account which caused these issues. The transaction has been closed & receipts will be sent by the supervisor. She will reopen your ticket. Both missing stays have also been added to your account.

   

   

  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. Thank you for assisting the resolution of the issue. 

  In the response from the business, they stated I submitted the suport tickets wrong. I just want to clarify that I didn't - I have attached screenshots for the proof that the tickets were in fact submitted correctly both times, at least from what I can see on their web portal. If the tickets were closed automatically on their end, then they need to check their software settings and correct it. From the consumer's point of view, the tickets were submitted successfully, then no answers from support team long past stated response time, then angry customer.

  Please post/attach my response above publicly to the case on the business's BBB page if possible. I would like to have whoever else looking at their BBB page have a full picture of the issue and resolution, in case they are also in the same situation. Thank you

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

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I park often at this facility and am listed as their highest reward tier (Platinum). I have already parked at the facility (Parking Spot 1 in *******) 29 days this year which is about a third of the year. I have a car I use primarily for parking at the airport and used it on my visit 3/18-3/20. When heading back to The Parking Spot 1 3/24 I noticed my rear bumper was badly scratched and had both black and yellow paint in a long line across it. I did not notice it when I returned on 3/20 as it was dusk and my vehicle has not been anywhere other than the driveway and The Parking Spot. I tried to report it to the attendant on 3/25 when I was leaving the facility but the attendant said I would have to come back when the manager was there (it was night time which is typical for when I leave the facility). I sent an email on 3/25 via the website as well (with photos of the damage). I received an automated response which stated I could reply to the email for more information (I attempted this on 4/2 with no response), I then was at the facility again on 3/28 and was able to catch a drivers attention that was getting ready for the day. I showed him the damage and he took some photos. He swore he would tell the manager (*******?) and that I would get a response.I would like to get them to respond and get this resolved as it appears clear to me that a shuttle hit my vehicle. I washed my car to see if the paint/damage would look better, but not much improvement.

  

  Business response

  04/09/2024

  Hi *******,

  Each facility handles their own damage claims. Someone from our guest services team will contact you today to confirm your request has been received & it will be escalated to the management team at that time.

   

   

  Customer response

  04/15/2024

   
  Complaint: 21540634
  
  I am rejecting this response because: They only have responded that they are looking into the issue and someone would be in touch with me.  There has not been any follow up.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/17/2024

  Hi,

  We have confirmed with the general manager that she has reached out to you via phone and you have failed to contact her. Each facility handles their own insurance claims so you need to speak with her and provide her the information she needs to file a claim.

   

   

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response and the facility has been in contact with me and filed the claim with their insurance carrier.  The response that I have not responded is not accurate. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a parking spot for long term parking in *****. For ***************************. It was clearly stated in the email that I received, that I could cancel my reservation up to 1 minute before my parking time. I attempted to cancel the reservation, and then was told that pre paid reservations were non refundable. Even though on the email I was sent, it stated that I could cancel the reservation. This is fraud. And I want my money refunded to me.

  

  Business response

  04/05/2024

  The reservation has been refunded. Please allow 7-10 business days for the refund to be shown on your end.

   

   

  Customer response

  05/20/2024

  Complaint: ********
  
  I am rejecting this response because: Hello, My name is ***********************. I submitted a complaint recently, complaint #********, filed on 4/4/24. I was told by the business that I would receive a refund within 7-10 business days, but have yet to receive it. That message was sent by the company on 4/5/24, so it has been longer than 7-10 business days. Can you please tell me what the next steps are to receive my refund? Thank you,

   Sincerely,
  
  ***********************; 

  

  Business response

  05/21/2024

  Hello,

  It looks like the payment/refund was rejected. Someone from the local facility will be contacting you to process a manual refund on their POS machine. We have just emailed them your contact information. 

   

   

*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. ↩