ComplaintsforThe Parking Spot

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/24 we returned from our trip only to find your company locked our keys in the car and they were unretrievable. We own a 2022 ***** which if keys are locked in the car for an extended period of time it will lock. This error happened because your employees were negligent and left keys in the car - why would that happen? The mgr who was on duty claims they park over 300 cars a day and are busy - when I pulled up at 3am no one was at the establishment and we had to unload our own luggage and enter the building where 2 attendants were engaged in conversation and I had to ask if anyone actually worked there to get service. We handed over the keys and left on transport provided - we were the only 2 patrons on the bus. I asked for a refund for this egregious mistake made by your employees only to be told it was our fault for not telling your employees that the car would auto lock after an extended period of time with keys left in the vehicle - really?? Why was I not told that in an unsupervised lot my new car would be left unattended with keys in it??Further more your associate should have contacted me via email or phone alerting me to the problem long before I arrived so I could make arrangements for someone to bring a spare key. I was told they had no way of reaching me but that is not true - when I booked my reservation my acct has my phone and email. I was also told they could not issue me a credit that would have to come from corporate- really?Your company employee also eventually agreed to 5 nights of points for future use. When I asked for a receipt it proved to only be 3 nights and the new shift mgr said the last mgr only agreed to 3 - this is a lie as my daughter in law and myself were both there when he agreed to this. My understanding is there are video records of all of this - perhaps you should look at them.Id like a response immediately.

  

  Business response

  04/09/2024

  Hello,

  we have received your inquiry and added the missing free days to your account. Please reach out to ************************************ if you need further assistance.

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issue: Failure to Provide Receipt after Service Request During a recent out-of-state trip, I utilized the parking services at the airport through my platinum membership with PNF. However, upon arrival, I discovered that PNF had been acquired by "the Parking Spot." Adaptively, I switched to the new app and made my reservation without encountering any hiccups.Upon returning home, I sought to obtain a receipt for my parking fees. The automated machine issued a receipt reflecting a balance of $0, which was accurate since I had prepaid. Anticipating a seamless process, I intended to retrieve the receipt through the app and forward it to my email. However, I encountered an unexpected hurdle as the app's receipt function appeared to be dysfunctional.Subsequently, I attempted to access the receipt via the website, only to find that my reservation was untraceable. Resorting to contacting the company, I discovered they had foregone traditional customer support in favor of an email system. Despite reaching out thrice over a span of five days, I received no response.As someone who requires receipts for corporate travel expenses, this lack of communication poses a significant inconvenience. Time is of the essence, and the unresponsiveness of the company impedes my ability to fulfill my obligations promptly.

  

  Business response

  04/05/2024

  Hello

  Our team is only offering online support. I am unable to look up any information with the information **** provided. Please contact us at ************************************ or contact the local facility directly.

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a parking spot at the *** location for 3 days.Unfortunately i had to change my flight due to a family emergency and wanted to change the dates.It states clearly on the website that i can change the dates myself but neither on a desktop or on the app was this possible. I contacted the *** location and although the person on the other end was very friendly, they informed me that they could not help me to change the reservation. They gave me an email to contact the company. Which i did, i send an email to two different email addresses and even used their contact form on the website and yet no one has gotten back to me.All i need is to change the dates and them to make this an option for people to do this themselves.Not even having a phone number to contact them is very frustrating!

  

  Business response

  03/01/2024

  Guest has been refunded. We are going through a transition and previous policies are no longer valid

  Customer response

  03/01/2024

   
  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

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They more than doubled their rates after more than two years of parking there for 2.5 out of 3 weeks and did not notify me in any way that the rates had changed. **************** was more than worthless

  

  Business response

  12/29/2023

  Good Afternoon, 

  We've received email ***************************** on 12/26. Email has been attached. ******* confirmed he did not have a reservation for his stay. We have screens shown at all entry gates to show the drive up rate for those who choose to park without a reservation. We also have it listed on our website, link below, that the best rate does require a reservation. 

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

  They receive our marketing emails, which we have emailed over the past 8 weeks that the lots are filling up and the best rate does require a reservation. Opt in screenshot is attached. Please let me know if you would like copies of all marketing emails sent during the timeframe. 

  As a courtesy, we'd be happy to honor the rate of $10 per day for the stay in question as a one time courtesy. In the future, a reservation must be made. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They ripped off two 63 year olds, one of which is blind. Made us pay $27 in cash because it was a small suv and then when we returned from a delayed Jetblue flight made us pay $30 more in cash before we could get our car keys. I understand we were late, but why not charge us for another whole other day of $9.99. Nope $30 bucks cash. No receipts. Cash only. Totally ripped off ????????????????????????????

  

  Business response

  11/07/2023

  Hello,

  We'd be happy to look into this! We have not received any correspondence from you directly. Would you please email our ***** Services team at ********************************* Please include the BBB complaint number in your subject. 

  We will need the following information: confirmation number, dates of stay and the exact amount charged. Our policy is that we do not accept cash so we are committed into getting to the bottom of this! 

   

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The points system is a scam, because they dont answer emails, or take live calls. I sent 2 emails to have points transfered to other accounts for multiple reservations as per the website instructions. I use this facility a lot with 41 days of free parking and they cant even respond. If I cant use my points fully as advertised no point of using this service anymore. False advertising. The instructions to do this in no way give a time frame for them to respond they will have had 2 business days to respond to these emails.

  

  Business response

  10/19/2023

  Hello,

  Customer was responded to via email. Attached copy of conversation. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a parking reservation for Saturday, April 1st to Monday, April 10th at the facility in ********, ****. Unfortunately, my flight was canceled due to a technical malfunction of the aircraft. My flight was pushed to the airport in *********, **** for the next morning. Although I paid for 10 days, I only used the service for a few hours. I am hoping the company can reach out to me for a possible refund or credit for the services that I never used. Due to my flight rerouting, I had to pay for another parking service at the ***************** for the same number of days.

  

  Business response

  04/24/2023

  This guest's reservation has been refunded to the same credit card used. All the guest needs to do is notify us when this happens and we are happy to refund the reservation. 

   

   

  Customer response

  04/25/2023

   
  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

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I prepaid for parking at The Parking Spot in ******** ****. The charge was $260.68 for 30 days parking. At the time I prepaid there was no notice of what I was then told after payment when I wanted to cancel. "Pay Now reservations can not be canceled and are non-refundable" So if you are dumb enough to prepay you cannot cancel or get a refund. I believe this is a violation of consumer laws.

  

  Business response

  02/01/2023

  When a guest chooses a Pay Now reservation, the attached message pops up to make sure the guest knows that a Pay Now reservation is non-refundable. Assuming the guest chooses "agree and continue," the guest must then check a second box agreeing to our Reservation Policy before completing his or her transaction. This policy also highlights how Pay Now reservations are non-refundable.

  Here is a link to the Reservation Policy: ***************************************************************;
  

  Customer response

  02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they do have notice and it was my fault not theirs.  Sorry for the trouble.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Parking Spot, a national corporation providing parking at airports advertises their spot club point system for earning free parking. However, their app and website dont allow customers to actually see or redeem their points for parking. They have no customer service number and dont respond to email. Their loyalty program is non-functional and basically a scam. Earn points that cant be redeemed. All other sections of the app work fine and I can book with a credit card, just not with points. This has been going on for days.

  

  Business response

  01/06/2023

  Hi *****!  If you open your app and select "My Account," there's a yellow "Redeem Points" button below your point total.  Let us know if you need more help!

  Customer response

  01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have apparently fixed their system to allow me to use my points. I only wonder how many other customers experience the same issue... for now, my complaint has been resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a Parking ********* member for almost 10 years now. I flew in last night around ****. Why is my bill from 12/22/22 $69.75 for 3 days? That's $23.75 per day! My last bill (December 8-9 2022) was $25.50 for 2 days, or $12.75 per day. It was too late for me to do anything about it but go home, so I swiped my card to exit and go home. I think this pricing is extreme and the increase is unconscionable. I accept that prices go up over time, but not nearly 100% in about 10 days. I tried contacting Parking Spot through their website but could not find a 'chat' or email option. I then called ************ around 11 AM, chose 0 to speak to a live person and it hung up on me. My charge isn't showing yet on the Parking Spot website, so I am including my pending credit card charge from my credit card online. I am also including the Parking Spot receipt for earlier this month, for contrast.

  

  Business response

  12/27/2022

  Thank you for parking with us! Pricing will vary based on seasonality, but you can always lock in your price with an online reservation. We offer multiple reservation options for guests to choose from to save.

  Customer response

  12/31/2022

   
  Complaint: 18633454
  
  I am rejecting this response because: I consider the company's response to be inherently dishonest, and well beneath my prior impression of The Parking Spot.  I was not given notice of your altered pricing scheme prior to parking my vehicle.  Furthermore, as presented The Parking Spot could theoretically charge a customer $1,000/per day **********************, without prior notice.  After nearly 10 years, I will no longer be using The Parking Spot and will discourage others from doing so, when the opportunity arises.
  
  Sincerely,
  
  *******************************

  

  Business response

  01/03/2023

  We appreciate your business over the years! Our drive-up rates are posted on digital monitors in each of our entry lanes.

  Customer response

  01/05/2023

   
  Complaint: 18633454
  
  I am rejecting this response because:

  I contest your assertion that this information was provided to me prior to entering the premises.  
  
  Sincerely,
  
  *******************************

  

  Business response

  01/10/2023

  I'm attempting to add a screenshot of one of our entry lanes that we pulled from ****** Maps, hopefully that works through the BBB platform. I noted the monitor that displays drive-up pricing in the image. Our facility was quite full for the holidays, and so drive-up pricing was higher than it typically is. This all said, we see how frequent of a ****** you are. We'll retroactively apply a 25% discount to this last stay to hopefully make up for any confusion around needing to reserve to lock in the best rate.

*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. ↩