ComplaintsforSpotHero

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Spothero sold me a parking garage reservation, but the garage did not honor my reservation. Ive tried to talk to spothero for 3 weeks now, and they take 5+ days to respond to every email. Theyre giving me the run around, making me send bank statements from garages not booked through then. It just feels like theyre making me do random things to hopefully get me to give up on the refund for the service not provided.

  

  Business response

  06/26/2024

  We're very sorry for the trouble you experienced with your reservation and for any delay in resolving this matter for you. So you are aware, SpotHero requests receipts and relevant documentation when things do not go according to plan so that we can better follow up with our operating partners and ensure on-site issues don't continue, we apologize if that wasn't clear. Regardless, we took a look in our system and do see that a member of our Customer Hero team has already followed up with you directly with a resolution to this matter. In the future if you need immediate assistance, you can reach them at *************. 

  Also, so you are aware moving forward, like many ***************************** ********************** does answer emails in the order that they are received. Replying to emails with messages like "following up on this" actually inadvertently sends your email to the back of the email queue. We're very sorry if that wasn't clear. If you have any questions feel free to reach out to us directly at *************.

  Customer response

  06/26/2024

   
  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

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/08 at ********************************************************************, I made for a spot to park in ahead of time costing me $80.25. When I arrived at the garage, I was told by the attendant the garage was full and I need to turn around and deal with SpotHero for reimbursement. I immediately called them and spoke with ******* who also sent me a follow up email. He asked me to send a receipt for the next garage I found to park in and they would reimburse me if the cost was higher. I only want the $80.25 reimbursed which after 06/08 they have ignored my emails asking for reimbursement. I did find another spot and spent another $40 and the spot was behind the Star Market on *************** which was cash only and they gentleman didn't have any receipt to give me. I explained this all to SpotHero particularly ******* and he has stopped communicating with me. I would like to be reimbursed as I followed through and took the appropriate steps. I have the email communications with them for proof if needed. I am sure they have records as well.

  

  Business response

  06/18/2024

  We're very sorry for any trouble and any delay resolving things for you! We took a look in our system and see that the refund has been issued. You can expect to receive the funds within 5-7 business days, typically it is faster it depends on your financial institution and their processing times. If you have any other questions, don't hesitate to contact our Customer Heroes at ********************************** or *************.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre purchased parking for the ********************* concert and there was a death in the family that day, didn't make the concert so the parking was not used. Spot Hero refuses to refund my money

  

  Business response

  06/18/2024

  We are very sorry for the trouble! We took a look in our system and do see that our Customer Heroes have already followed up with a resolution to this matter. If you have any questions or need any further assistance, you can reach out to them directly at ************* or ***********************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested 3 hours of parking from Spothero and pre paid for it for May 25, 2024. When I arrived at the lot the ** code they gave me would not work. The garage said to brighten my phone screen, which did not help. Then they told me to take a ticket and on the way out scan the ticket and the ** code as payment. I did but again it did not work. I tried for 15 minutes and no luck. They said they could not help me. I paid and left. I contacted spothero right away by phone and they said I would be reimbursed and they assigned my case a number Case #********. They then asked me for a copy of the receipt or a screenshot of the charge from what you paid onsite, and said they would look into this for you right away. I sent the screen shot of the parking receipt and also noted that they charged me more for discount parking then the garage did at regular price. I asked for a refund. I followed up every 4 days by email and they have not responded. I want my $21.40 back.

  

  Business response

  06/12/2024

  We're so sorry for the trouble and for any delay getting back to you! We were able to locate your reservation in our system and have asked a Customer Hero to follow up with you directly about this matter, you can expect to hear from them shortly.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation on SpotHeros website. There was a notice that I would be able to cancel up until the reservation time. My trip got rescheduled and I went to cancel the reservation but was put through the ringer by the website. I sent an email to cancel and they answered it saying to cancel on the website. I attempted several times but there was never an option to cancel. I attempted a phone call twice but was put through long wait times while being forced to listen to sad music. I fully expect a refund.

  

  Business response

  06/12/2024

  We're so sorry for the trouble you experienced! We took a look in our system and see you spoke with a member of our Customer Hero team for assistance with this matter, we're so glad! If you have any questions, don't hesitate to reach back out to them directly at *************.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Spot Hero to reserve a parking spot on 1945 W *********, *******, ** from May 16th at 4pm through May 19th at 12pm. I parked my car at about 6pm in the spot that I reserved. I came back to get my car at about 10pm and found out the car had been towed. I contacted spot hero customer service. They connected me with ******* Towing where my car was in the impound. The employee at ******* informed me that the owner of the building had my car towed. Spot hero told me to submit my receipt for the tow and for the Uber rides to and from the impound. I submitted all of those documents on May 19th. On May 21st I contacted spot hero and was told all of my documents were received and were correct and that I would receive my refund in ***** hours. I called back on the 25th and was told the same thing. I called back the 28th and was told the same thing. I just want a refund and to move forward with my life. Please help me, thank you so much.

  

  Business response

  06/05/2024

  We are so sorry for the trouble that you experienced and for the delay in resolving this matter for you! We took a look in our system and do see that a supervisor has followed up with you with a resolution to this matter, we're so glad! If you have any questions or need any further assistance, don't hesitate to reach out to ********************************** or *************.

  Customer response

  06/06/2024

   
  Complaint: 21786842
  
  I am rejecting this response because: I am told that they will issue me a paper check and it can take 4-6 weeks. They would not allow me to write them a paper check in order to use their service, why should I have to wait? I was also told that I would be reimbursed for the Uber/lyft rides that I had to take because my car was impounded. If you can overnight me a check or Venmo me, PayPal or any of the 50 other ways that you can send money in 2024 other than a paper check that somehow takes 4-6 weeks. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/12/2024

  We do apologize again. We see in our system that you spoke with a supervisor, who did advise that we cannot issue a direct refund to a customer's account for funds that we did not directly receive. We're sorry for any confusion this may have caused. If you have any questions, don't hesitate to reach back out to our Customer Hero team directly at *************, as SpotHero cannot provide full support via this platform.

  Customer response

  06/13/2024

   
  Complaint: 21786842
  
  I am rejecting this response because: I asked to receive the refund by mail from ***** the supervisor over a week ago. The only request that I have other than the refund is that I get the ability to track the refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spot hero offers parking during events here in ****** I was referred to a parking area for an event, paid $10 for the event parking and when I showed up the lot was not only closed but completely blocked off and inaccessible due to street construction and blocked off. In the website it said I was purchasing the last available space meaning that not only did they take my money but many others. I have submitted 2 separate complaints requesting a refund and have never gotten a reply. This business should not be even using this parking area as an option as it clearly will not be open for quite a while due to the construction.

  

  Business response

  06/05/2024

  We are very sorry for the trouble and for any delay in resolving this matter! We took a look in our system and do see that a member of our Customer Hero team has followed up to assist you with this matter, we're so glad! If you have any questions don't hesitate to reach out to them directly at *************.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a parking pass through spot hero. They sent me to a spot at a different address then where I book. I called in several times to ensure the last minute switch was okay and was nervous to leave my car there. They assured me where I was parked was ok. I came back to my car with 4 city tickets. I spent countless hours on the phone with their service trying to dispute this situation. Finally, after calling in over 7 times and spending countless hours - they refunded me the service charge and told me to pay my tickets. I am requesting that in addition to the service charge being reimbursed, spothero pays me the amount for my tickets.

  

  Business response

  06/05/2024

  We are so sorry for the trouble and inconvenience that this caused. We took a look in our system and do see that you spoke with our Customer Hero team for further assistance with this matter. If you have any questions or need any further assistance don't hesitate to reach back out at ************* or ***********************************

  Customer response

  06/06/2024

   
  Complaint: 21777689
  
  I am rejecting this response because: Once again this business refuses to make right an issue with the services they provided me as a paying customer. 

  I have called in over 10 times to resolve this issue, speaking with several managers and supervisors. My needs were never met, and I will not be calling back in to explain my situation again (I have done so over 10 times). The business' team refuses to follow-up with me and refuses to take action on my case. 

  Attached is a screenshot image of correspondence between the business and I where they agree with my complaint that I was told to park in my location - the location where I paid 150+ dollars to park - and received 4 separate tickets during my stay. This is not an acceptable response, but yet more negligence from this business. 

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

  

  Business response

  06/12/2024

  We do apologize again. So you are aware, SpotHero is unable to provide full support via the Better Business Bureau. We took a look in our system, a supervisor is currently reviewing this matter. They will follow up with you directly via email as soon as possible. If you have any questions in the meantime please don't hesitate to reach out to the Customer Hero team at ************* or ***********************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After being denied parking with a pre-purchased parking pass was promised full refund by Spot Hero and they have yet to refund the money as promised on the email

  

  Business response

  06/05/2024

  We are very sorry for any inconvenience you experienced. We were able to locate your reservation based on the details provided and it looks like you disputed the charge with your financial institution. Unfortunately, SpotHero is not able to process a refund while a charge is being disputed, as the funds are locked by the financial institution until the dispute is concluded. We're so sorry for any inconvenience! If you have any questions don't hesitate to reach back out to our Customer Hero team directly at ************* or ***********************************

  Customer response

  06/06/2024

   
  Complaint: 21776870
  
  I am rejecting this response because:

  There is no dispute with the financial institution as the transaction was still charged per PayPal as attached my case was closed and money not refunded 

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

  

  Business response

  06/12/2024

  We're very sorry again for any trouble or confusion. SpotHero is not able to provide support via this platform, and is not able to process a refund in this case as the funds have been locked by the financial institution. You can contact your financial institution with questions or further assistance, or you can reach out to our Customer Hero team directly at *************. 

  Customer response

  06/13/2024

   
  Complaint: 21776870
  
  I am rejecting this response because:

  False information by Spot Hero.

  Financial institution Paypal has not locked this purchase all they need to do is issue refund in PayPal 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We made a reservation on the Spot Hero app to attend an event in ** starting at 8 pm yesterday, May 28. The app located the a garage on your map for shortest walking distance as 0.2 miles away. Paid $22 on credit card and got confirmation for Reservation **********. Drove to the garage from VA and found on arrival that it was nowhere close to what the Spot Hero map said. It was 1.4 miles instead of 0.2 miles from the event venue! Asked the parking garage attendant to process a refund. They said they could not. We had to rush to the venue 1.4 miles away to find alternate parking and were late to the event.Your customer service offered a $15 credit. This is not satisfactory and considering the deceptive app and the inconvenience we had to endure plus the late arrival at the event due to it, I expect an immediate and full refund of the $22 that was billed to the credit card.

  

  Business response

  06/05/2024

  We are very sorry for the trouble! We took a look in our system and do see that a member of our Customer Hero team has already followed up with a resolution to this matter. We're so glad! If you need further assistance, don't hesitate to reach out to them directly at ************* or ***********************************

  Customer response

  06/14/2024

   
  Complaint: 21774305
  
  I am rejecting this response because:
  The business responded about 2 weeks ago that a refund would be issued in 5-7  business days. It hasnt.
  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. ↩