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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a reservation for paring at ******************************************************************** for 7/21. When I got there, the gate did not read my pass. So, we got a ticket. When leaving, I tried again to use my pass but it did not read it. Just a beep but nothing else. So, we then used our ticket and had to pay on a credit card. I paid for the reservation $23.21. But with the ticket, we actually paid just $20. I notified Spot hero about this matter and have not gotten any response (I tried a few times to contact them). Would like a refund of the $23.21.
Business response
08/06/2024
We're very sorry for the trouble! We were able to locate your reservation details in our system and do see that you were able to resolve this matter with our Customer Hero team. We're so glad! If you have any questions or need further assistance, feel free to reach back out to them at ************* or ***********************************Customer response
08/07/2024
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
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 12th, I took my wife to see one of her favorite performers. ******************* was at *********** in ****** ********. She was two+ weeks out from a complete knee replacement so long distance walking was not an option. I looked online for prepaid parking and found SpotHero. I created an account, paid and was excited to treat my wife to a wonderful night out. We got to the parking lot, which was a block away from the venue, at 7:30PM. Thirty minutes before showtime. When we arrived the lot was already at capacity and we were NOT the only vehicle circling and looking for a parking spot. We ended up parking 10+ blocks away and paying an additional $120 for transportation to and from the venue. What a scam. I have no idea how many unavailable parking spaces this sham of a company sold, but I know I was not the only one. After contacting the company, I got a lousy account credit. They wouldn't even refund my money. Like I am going to use this ripoff company again. I now know where there is available parking and that I will have to pay the extra $120 to get to the venue, but at least I'll know that in advance. Please warn others of this companies fraudulent parking sales procedures.Business response
07/30/2024
We are very sorry for the trouble you experienced with your reservation! We were able to locate your reservation details based on the details provided here and have asked a member of our Customer Hero team to follow up with the email address on file for that reservation, you can expect to hear from them shortly.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid online for a spot, showed up, no one works here, took a ticket, no info. I suspect a scam.Business response
07/17/2024
We are very sorry you had trouble! We try to offer as much detail about how to redeem a reservation on the Parking Pass, and do apologize if anything was unclear. We have passed this along to our Customer Heroes and asked them to follow up with you directly via the email address provided, you can expect to hear from them shortly. In the future if you need assistance with a reservation or have any questions, you can contact them directly at ************* or ***********************************Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I as well as many others, we booked a parking reservation on SpotHero for July 7, 2024 at the address ************************. We parked our car as per the instructions in the garage. But after the game we went back to our car to see a group of people gathered in front the garage. We come to find out the key pad was not working, it wasn't lit. We couldn't access our car, it was the only way we had access to get into the parking garage. Many of us were on the phone trying to contact SpotHero, it took me almost an hour to speak to someone after 3 attempts. It was frustrating because the solutions offered were horrible & ridiculous! They. Had placed me on hold a few times 2 of which to get to contact the garage owners or representatives and an emergency contact number, but both were unsuccessful. Basically the representative said it was escalated up but that's all they could do at that time. At the end of the call I didn't feel valued as a customer and that I was on my own if I wanted to get my car back! This was a horrible! I used SpotHero to park my car and I had to figure out how to get my car and get home in 93+ hot weather! Then I received an email 4 days after that said I was refunded for the reservation amount but no apologies or any mention of the horrible experience we had. We we were all left to figure it out for ourselves. I don't understand how this is acceptable! Thank God we took matters into our own hands or I don't know if I would have gotten my car back. This is just horrible! They didn't give a solution to the issue! The answer that this was escalated is a bunch of BS! You might as well have said there's nothing I can do! Don't advertise you're available 24/7 when you can't do anything to help me with retrieving my car! Luckily the group of us came together and solved our own issue without their help! This garage should not be an option on their site for other customers to have to suffer!Business response
07/17/2024
We are so sorry for the trouble that you experienced with your reservation! We took a look in our system and do see that your reservation has been fully refunded due to the inconvenience that this caused. We have also followed up with our on-site operating partners to ensure that the gate is fixed and that this does not become a recurring issue at this garage. We're very sorry again, and if you have any questions don't hesitate to reach back out to our Customer Hero team directly at ************* or ***********************************Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked parking spaces through SpotHero twice on June 29 and July 1 at different locations. On June 29, I found the drive up rate is $15 rather than $32.10, so I called SpotHero immediately and got a case #******* asking me for supporting evidence and a promise to refund. However there was no follow up after the initial email and no refund. Then on July 1, I found the drive up rate is $10 rather then the amount I paid SpotHero ($19.78). Unfortunately, I fell ill that day so I only emailed to report this issue on 7/8 and there was no response. I called SpotHero support at ************ again on 7/10 and waited on the phone for >10 minutes with no response. So I would like to file this complaint and get reimbursement.Business response
07/17/2024
We're very sorry for the trouble you experienced and for the delay in resolving this matter for you! We took a look in our system and do see that a member of our Customer Hero team has followed up with a resolution to this matter. If you do need any further assistance, don't hesitate to reach out to them directly at ************* or ***********************************Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a reservation in the *************** garage for 6/22. When I arrived on the date and time of the reservation I was denied entry and told that the garage was full. I called spot hero to demand a refund and wasn't able to get through after several tries I had no choice but to dispute the charge on my credit card. For some reason citibank ruled on behalf of spot hero. I PURCHASED A SERVICE/SPOT THAT I NEVER RECEIVED.Business response
07/17/2024
We are very sorry you were not able to park in your reserved spot! We have passed these details along to our Customer Hero team and asked them to follow up with you directly, you can expect to hear from them shortly. If you do need assistance you can contact them at ************* or *********************************** they are available 6 a.m. - 11 p.m. C.T 7 days a week.Initial Complaint
07/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Paid for parking via the company listed in the complaint. Paid for multiple days and car was towed on the second day due to being parking in a private lot despite lot being listed on company website. In addition to the payment to the company car towing fee was $300Business response
07/10/2024
We are very sorry to hear about this. The last thing we ever want is for our driver to be towed. We took a look in our system and see that this matter is currently being investigated by our Customer Hero team. They will follow up with you directly with a resolution as soon as possible. If you have any questions in the meantime, feel free to give them a call at *************.Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid for a parking reservation with this company, however when I arrived I was told the garage was full, I was denied entry, and I wasnt provided with a refund. I was told they dont do refunds and to contact SpotHero. I called/emailed SpotHero multiple times and they refused to provide a refund. I then contacted PayPal, opened a complaint, but was then informed SpotHero submitted fraudulent information alleging I used the parking reservation, which is a total lie. They have committed fraud and need to be investigated. Thank you!Business response
07/10/2024
We're very sorry for any trouble you experienced with your reservation. We took a look in our system and do see that a Customer Hero followed up with you directly with additional details. If you have any questions you can reach out to ************* or *********************************** or you can contact your financial institution.Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Response was received by the company after I filed a second complaint with PayPal, who eventually determined the case in my favor and refunded the money. Prior to that time, SpotHero was not trying to collaborate with me regarding a resolution, as well as allegedly submitted information indicating I utilized the service/parking on the specified date, when I actually had not been able to park. The case can be closed only because PayPal refunded the money, not because SpotHero tried to resolve the issue. Thank you!
Sincerely,
****************Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I reserved parking in downtown ****** through SpotHero on 6/22/24. This cost $5.75, which is not a lot of money. But it is very frustrating when you pay for something, like a parking reservation, and it is not delivered. The parking lot was full when I arrived. If they are overselling the parking lot, they should clearly state that. Otherwise, many people will, like me, reserve a spot and not get it. The website should say, "a parking spot is not guaranteed". Or, they should stop selling the parking spots in real time at the lot.Business response
07/10/2024
We are very sorry to hear about this! You are guaranteed a spot when you reserve parking with SpotHero, and should not be turned away with a valid SpotHero reservation. We have passed this along to our Customer Hero team and asked them to follow up with you directly via email, you can expect to hear from them shortly. In the future if you ever need assistance with a reservation, don't hesitate to give them a call in the moment at *************.Customer response
07/18/2024
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.
I am writing about complaint ********. I received a resolution to the problem and I am satisfied with the business' resolution. I did not respond within 1 week and the resolution is now listed as something like "problem is resolved but customer remains dissatisfied". I am hoping you can change that to "customer is satisfied".
Thank you for your help, and please let me know if there is more I can do to correct this.
Thank you,
***********************Initial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were guaranteed a price for parking when we reserved through Spot Hero. When we arrived at the lot, we were told the price was three times as much.Business response
07/10/2024
We are very sorry for any trouble you experienced! We see that a member of our Customer Hero team has followed up to assist you further with this matter. If you have any questions or need any further assistance you can contact them directly at *************.Customer response
07/10/2024
Complaint: 21919134
I am rejecting this response because: There has been no resolution. Most recently, Spot Hero emailed me twice with the same question (what time did I exit and leave the garage?). I had provided this information when I called on the day of the incident, and I provided it again in the first email. Then they emailed again, and I provided it again. I've not heard from them since.
Sincerely,
*************************Business response
07/17/2024
We're very sorry again for any trouble or delay you experienced. We do see in our system that a Customer Hero has contacted you directly with a resolution to this matter. If you have any questions or need any further assistance you can reach out to them directly at *************, as SpotHero is not able to provide support via this platform.
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Customer Complaints Summary
193 total complaints in the last 3 years.
98 complaints closed in the last 12 months.