ComplaintsforSpotHero

• Initial Complaint

  12/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Rental ID ******** Was charged extra ***** in fees and got yelled at by the parking manager. Disgusting service and unacceptable. Held me up for an hour until I was able to get my car back. Please refund the $32.71 USD and the extra $***** that I paid too.

  

  Business response

  01/03/2023

  We are so sorry to hear about this! We took a look in our system and we do see that you reached out to our Customer Heroes directly about this matter, feel free to reply to their email at your convenience, they would be happy to help resolve this!

  Customer response

  01/05/2023

   
  Complaint: 18655492
  
  I am rejecting this response because:

  Please make sure this can be resolved to my expectations. 

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

  

  Business response

  01/13/2023

  We do apologize again for the trouble that you experienced. Please be aware that while we do respond to customer complaints we are not able to provide full support via the Better Business Bureau portal. We took a look in our system and see you have been corresponding with members of the Customer Hero team, we are so glad. Please reply to the email from SpotHero support with the relevant details at your convenience, a member of our Customer Hero team would be happy to help resolve things for you. 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $16.90 for parking in ** night before. I got confirmation for the paid spot. I got to the area and the garage was closed so I took pictures. I called Spothero.com immediately. She told me she is so sorry and I did not have to do anything they would refund me. They then emailed me it would be **** business days. TOTALLY UNACCEPTABLE. I want my money today it should have been refunded that day for not providing accurate information on the website. The garage was closed. They need to change their guidelines and if they can't provide a service refund it that day or at least 3 business days not five.

  

  Business response

  01/03/2023

  Thanks for reaching out and we do apologize for the trouble and any confusion. Refund processing times are determined by the card company or financial institution rather than by SpotHero, and in our experience it can take up to ten business days to process that request. SpotHero does immediately return the funds at the time a refund is issued, in most cases the refunds are processed in full faster than the provided timeframe. We are very sorry if that was not clear, and will be sure to make note of your experience to see how we can improve moving forward. If you have any questions about the status of your refund, dont hesitate to reach out to us directly at **********************************, our Customer Heroes would be happy to take a look at this for you.

  Customer response

  01/05/2023

   
  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

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a parking reservation with SpotHero in October. A few weeks after that reservation I received a parking ticket in the mail from the parking lot operator. I spoke to several SpotHero representatives at that time (both via phone and email). It was confirmed by them that the parking ticket was in error. They assured me that it was taken care of and told me they reached out to the parking operator to have the ticket voided. However, a month later I receive another letter in the mail stating that the parking ticket has been sent to collections since it has not been paid. SpotHero has been difficult to get updates from & told me they have reached out to the parking operator again to have this taken care. Unfortunately, no one is providing me updates (even after I got a customer service manager involved). I just want someone to tell me that this is taken care of. Im already upset that I got a parking ticket through no fault of my own, but to have it sent to collections because of SpotHero is unacceptable. I just want this taken care of.

  

  Business response

  12/22/2022

  We are so sorry for the trouble that you experienced! We do see that a member of the Customer Hero team followed up with you directly with documentation to confirm that the ticket has been voided, we are so glad! If you have any questions or need any further assistance, don't hesitate to reach out to us directly at ***********************************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation Dec. 2 Friday night for Dec.5th at *********************************************** #******** $15.75. I opened the reservation today to find out everything was wrong, day, time and place and it had expired. I've renewed another parking pass for today #********. I'm not sure why this happened as I had made a reservation at this same garage on Nov. 28th. Please refund my account for the error.Thanks ****************** On Monday, December 5, 2022 at 01:46:45 p.m. EST, SpotHero Support <**********************************> wrote:Hey there,Thanks for reaching out! I just took a look into your account and I am happy you were able to get this taken care of! If theres anything more we can do for you, please let me know.Sincerely,**************** I realize the amount is small but it's the ignorant response that it was taken care of when it wasn't. I emailed them back several times but no response.Thanks ******************

  

  Business response

  12/13/2022

  We are very sorry to hear about this! We have located these details in our system and have asked a member of our team to follow up with you directly via email, you can expect to hear from them shortly.

  Customer response

  12/13/2022

   
  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

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I downloaded the spothero app and reserved a spot on Nov 19 and paid ***** for the spot. When I got to the lot the staff said there were no spots available. I told them I had reserved and paid for a spot. They said while they participate in spothero it is really 1st come 1st serve and they have no spots available and would not charge me. I was subsequently charged. On the app it says they take compare the license plate you listed on the reservation w cars parked in the lot and if they do not match they ******** the car. Thus they should be able to verify that I didn't park in the lot or simply ask their employee who was working on that day and time and he can confirm that I did not park there. Why should I pay for a service I never received. This seems like criminal and fraudulent behavior. Why shouldn't they prove that I did park there before being allowed to charge me. I would like a full refund. I will also file a complaint w my credit card company and the ****

  

  Business response

  12/13/2022

  We are very sorry that your reservation was not honored! You should not be turned away with a valid SpotHero reservation. We were able to locate your reservation details and see that a member of the Customer Hero team has followed up with you directly via email about this matter. If you have any additional questions or need any further assistance do not hesitate to contact us at ***********************************

  Customer response

  12/15/2022

   
  Complaint: 18546957
  
  I am rejecting this response because: although the company has acknowledged receipt of my complaint and in a private email stated they would refund the charge, they have yet to do so.  I am not sure why it takes so long to credit an account.  It will be great if they can refund the charge which they, themselves, have accepted as erroneous.  They requested I provide proof that I booked another parking spot for the same day. I provided proof which they accepted in writing.  Yet, my credit card is still being charged.  I look forward to a refund on my credit card.
  
  Sincerely,
  
  *************************

  

  Business response

  12/22/2022

  We are very sorry again for any confusion. We see the email that was sent to you on December 13, stating that at this time SpotHero is unable to process a refund because the payment for that reservation is in dispute with the card company. You will need to reach out to your financial institution directly about any follow up regarding this refund. If the dispute has been withdrawn or finalized, please reach out to us directly at ********************************** with the letter from the institution stating the dispute has been withdrawn or completed. We can submit this documentation to our card processor and resolve this for you in a timely manner. We do apologize again for the trouble you experienced and the confusion regarding this matter, please feel free to reach out to us directly with any questions!

  Customer response

  12/24/2022

   
  Better Business Bureau:
  

  Spothero has made it clear that they will not credit my account unless I withdraw the credit card dispute.  Since I am being forced to withdraw the credit card dispute to get the credit I have withdrawn the dispute.  I still do not understand why I have to withdraw the dispute to get a credit.  Why can't Spothero *********** my account?  I will try to be optimistic that they will credit my account in a timely fashion.
  

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

• Initial Complaint

  11/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reserved a parking spot from Spot Hero for Tuesday, October 25th @ 11 a.m. for TGI Friday valet service.The attendant parked my car on the street and it was ticketed for an expired meter. I received a $70.00 parking ticket and contacted Spot Hero's Support number to try to get their assistance with assessing how this could be handled. Initially, I was told by Customer Support that my reservation could not be found. Afterwards, I forwarded a copy of my reservation to Spot Hero. My request for the ticket to be paid quickly received a "canned response," about how I should communicate directly with the ***************. No attempts were made other than this suggestion. Needless to say, contacting the *************** would be a waste of time. After reading the numerous complaints on BBB I knew mine needed to be added to the list.

  

  Business response

  11/23/2022

  We are very sorry for the trouble that you experienced with your SpotHero reservation. We have asked a supervisor to review these details and follow up with you directly via email as soon as possible. Please allow extra time due to the holiday. If you have any questions in the mean time, don't hesitate to reach out to us at *************.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 1, 2022, I booked a parking spot using the SpotHero app at *************************************************** for $35.90. The app accepted my payment and confirmed my booking. However, when I returned to my car after a 12 work day, it was gone. As it turns out, SpotHero both confirmed my reservation and took my payment, without requiring I enter my license plate number - the only way towing companies know which cars have reservations, and which do not, as confirmed by the towing company. SpotHero support could not even tell me where the car was taken - they tried, and thankfully I called the lot who said they did not have my car. After returning to the ****** lot and calling the actual towing company twice, I learned my legally-parked car had been towed 1 hour and 20 minute away via public transit, to ***************************************************************, just outside of one of the most dangerous areas in *******. The towing yard was a razor-wire-encompassed parking lot with no markings, no office, and no door. I was charged $218.50. As a remedy, SpotHero credited my account $109.25 for half the money I paid to the towing company (Case #********). Last week, this exact experience happened to my coworker, in the same neighborhood.SpotHero is well aware of this problem. If the license plate is the only way towing companies know that a reservation exists, then it stands to reason that, without a license plate entered, ********************** has not, in fact, delivered the reservation for which it was accepted payment and supplied a confirmation. At present, SpotHero has acted, and continues to act fraudulently in this regard. I am asking that SpotHero require license plate numbers to be entered, before confirming, and accepting payment for, reservations. I am also requesting to be refunded the cost of the original reservation plus towing fees.

  

  Business response

  11/23/2022

  We do sincerely apologize for the issues you experienced while reserving parking with SpotHero. We have asked a manager to review these details and follow up with you directly as soon as possible. Please allow extra time due to the holiday. If you have any questions don't hesitate to reach out to our Customer Heroes directly at ************************************************************.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 21 October 2022I reserved a parking place in ************* through spot hero. The cost of the parking place was about $45. When I went on 22 October to get the parking space I was told that there was no space available. In affect the reservation that I had through spot hero was not honored. I tried to get my money back through a dispute resolution through Citi Card and Citi Card was told through spot hero that I had a transaction with them which was a transaction to buy a reservation and the fact that the reservation was an honor it was essentially my problem and not theirs. I would simply like my money back. I did not get the service that I paid for that they had said that they would provide which was a parking space. I had to go to another place in the city and spend additional money to park.

  

  Business response

  11/23/2022

  We are very sorry to hear you were not able to park in your reserved spot! Unfortunately we have not been able to locate your reservation details based on the information provided here, and we are not able to provide full or immediate support via the Better Business Bureau's portal. Please reach out to us directly at ********************************** with the rental ID or the email address you used to reserve your spot, a member of our Customer Hero team will investigate and follow up with you ASAP!

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for daily parking at a Spot Hero location. My car was towed from the location. I provided evidence that I was parked at the correct location during the paid hours. The tow company stated "someone called them" to tow my car and so they towed it. The tow company told me to reach out to Spot Hero since the parking was paid through them for reimbursement. I reached out to Spot Hero multiple times over a month and each time was informed a supervisor would get in touch with me. I still have not heard from a supervisor. I even told the company if they were not willing to reimburse me to let me know so I can find out how I can get reimbursed for my tow expense. They still have not responded.

  

  Business response

  11/23/2022

  We are very sorry for the delay getting back to you about this matter! We were able to locate your case based on the details provided and have asked a supervisor to follow up with you directly. You can expect to hear from them shortly.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They company told me that they issued me a refund check after they determined I should be compensated a refund of $50. I have in writing that they agreed to the refund and that they sent the refund check.They told me I will receive the check in 4-6 weeks. After 9 weeks, I contacted them that I had not received my refund. They didnt reply so I contacted them again. Again, they didnt reply. Its been a total of 11 weeks now.

  

  Business response

  10/27/2022

  We are very sorry for the trouble and for the delay getting back to you! We have asked a member of our Customer Hero team to follow up with you directly, you can expect to hear from them shortly.

*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. ↩