ComplaintsforSpotHero

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  APRIL 4 2022 WARNING! STAY AWAY! TOTAL SCAM RESERVED A SPOT FOR A GOOD PRICE GAVE MY CONFIRMATION NUMBER ON ENTRY, OPENED THE **** AND LET ME IN!WENT TO LEAVE MAGICALLY THEY COULD NOT OPEN THE **** TO LET ME LEAVE WITHOUT A TICKET SO I HAD TO PAY LOST TICKET PRICE $75 WHAT A RIP OFF!WERE VERY HANDY WITH A NUMBER TO CALL FOR A REFUND GOT SOME AUSTRAILIAN GUY'S VOICE MAIL NEVER GOT A CALL BACK STAY AWAY!!!

  

  Business response

  04/12/2022

  Hey there, sorry to hear of the trouble.  I don't see any phone calls or emails to us from the phone number or email on your account. We are also based in ******* and do not have any ********** people working for us. Is it possible you called the garage directly? Also, the only reservation under this email is for April 11, 2022, not April 4 as you mention in your complaint and our instructions state to scan on entry, not to share a confirmation number. Is there another email address or account you might have used so I can find an alternate reservation? We definitely want to help.  For future reference, our email is ********************************** and we can be reached at phone at ************ from 6 am to 11 pm, CST.  I'll send you an email from ********************************** so we can collect your receipt from payment on site and look into this issue further for you!  Please be on the lookout for that email and respond whenever you have a moment. Looking forward to resolving this for you!

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Spot Hero to get a parking spot for lunch and paid via the app for parking for 3 hours. I arrived at the location and scanned the code they gave me and all was good, no errors or notifications or anything. I parked and had lunch and went to go home and the gate would not open, So the attendant came and was extremely condescending and told me that I have to pay again, Why would I have to pay again for parking when I already paid via Spot Hero. I told that to the attendant and he said he has nothing to do with Spot Hero and that since I arrived a few minutes early I have to pay extra, No where on the parking pass did it state that, I have included a screen shot, and I was leaving over an hour earlier than the time I had reserved. I contacted Spot Hero and they basically told me not their problem and they would not do anything about it. This seems like a huge bait and switch, unless you get there at exactly the prescribed time, not a minute early or a minute late, you will have to pay more. This is false and misleading. If there was an issue, it should have alerted my when I entered. The garage is double dipping and Spot Hero does not care. No where on that parking pass does it say I will or may or might or there is a chance or anything to that effect. It says paid!

  

  Business response

  03/30/2022

  Hello, thanks for reaching out and sorry to hear of the trouble. As seen in the screenshot you sent, your parking pass states to enter after 12:00 pm and exit before 3:00 pm, and you scanned in at 11:48 am.  The reason it does not block you from entering is to avoid any traffic issues in the entrance lane as you may have to back up onto a busy street.  I am so sorry if this was unclear and we do our best to educate consumers of our policies both on our passes, in our FAQs, and pre and post purchase.  We also **** out the ** code in our iOS app and provide an early entry warning if it's accessed before the reservation begins (see screenshot).  If you did not see this warning on your app, I advise deleting it and reinstalling it to make sure you're on the newest version of the app. I certainly know how frustrating it is to have to pay again and I have added $30 credit to your SpotHero account to cover any payment on site. Please let us know if we can do anything else!

  Customer response

  03/30/2022

   
  Complaint: 16961501
  
  I am rejecting this response because:

  The QR Code was not greyed out on the app.  it was clear,  also, it does say enter from 12 to 3,  I would think there would be some grace ****** of at least a few minute but that is not clear either.  I will not be satisfied until there is something visible that says you may have to pay almost 70% more if you get there 10 minutes early,  Comon. It also did not say that in the email I got,  I have that as well.  Until Spot here becomes transparent I am not satisfied.  What if I did not have my credit card at the time?  How would I have ever gotten out.  What about the call I placed that was no help.  I also know I am not the only one this has happened to,  what about the 1000's of other that just let the $8 extra go,  How much does that all add up to in fraudulent charges.  

  
  

  What if I want to or have to leave early,  certinally they could say that there is an extra charge for that as well since nothing is really clear.  What about all the other users of this app that have also been ripped off.  

  
  

  I would rather have the parking charge refunded than a credit I won't use on an app that has totally lost trust with me.  
  
  Sincerely,
  
  *******************

  

  Business response

  03/30/2022

  Hey Rob, thanks for the continued feedback.  I'm happy to remove the credit and just refund your reservation if that's your preference.  I'll be sure to pass your request for more notifications on how timing works with SpotHero to our Product Team.

  Customer response

  03/31/2022

   
  Complaint: 16961501
  
  I am rejecting this response because:

   

  I will be happy to **** the complaint accepted when you show me how you are going to correct this going forward with more than a "promise to pass it on"  I want action for the other people who are getting taken advantage of.  In case you have not figured it out.  this is not about the money.  this is about the bait and switch that Spot Hero allows to happen and even encourages by their lack of standing behind the customer when it happens.  For one, ******************** can refuse to do business with garages that are not transparent like Greenway.  This is easy for Spot Hero to correct. Let me spell it out for you

  1.  Make a term in your contact that there is at the very least a 15 minute grace ****** for entrance to the garage.  Super easy to do.  Just ensure a grace ****** and if the garage won't accept the terms, don't do business with them, plenty of fish in the sea.  

  2. Once that is implemented, print in bold the exact terms on the Parking pass and email, neither of which stated that you have to go layers deep to find the disclaimer which is shady at best.  

  3. Spot Hero has enabled these business to take advantage of people, they are not allowed to leave if they do not pay.  my bet is 100 to 1 on people that actually take action on these so the garages are lying their pockets by double dipping on parking charges.  

  4. this is ripe for a class action suit.  so fix it and again, I will be happy to accept that as a resolution once you make those changes.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday, March 17th, a parking spot was reserved and paid for near The ************ in ********* **. The spot was reserved for **************. (**** N 6th Street) Lot.Rental ID #******** Enter After Friday March 18,2022,11:00AM. Exit Before Friday March 18,2022. 5:00PM.SUBTOTAL: $45.00 Service fee $0.75.Total charged to card $45.75 We arrived at the address listed above at 11:30 AM. Construction vehicles were in the parking lot. The construction manager came out and we showed him our confirmed parking pass receipt, which contained a picture of the building where the lot was. Also in clear view of said parking lot, was a red and yellow Impark sign, indicating it was Event Parking Only with the address of the parking lot, *****************. It included directions to pay online via mobileApp Only thru SpotHero, which is what we has previously done. The construction manager said they were working inside the building, preparing it to be demolished. He then called the owner of the building, and told him, we had paid for event parking thru SpotHero and paid $45.75 to park there. He said we could not park there as it was private property. I have a picture of the sign if needed. At that point we had no choice but to find another parking lot that was not full, and pay again for parking. I would like SpotHero to credit the card used for the amount of $45.75.We found this location by going to ************ parking. It was lister by SpotHero, along with other lot locations. We chose this one. Obviously, not a good choice. It SpoHero is a legitimate business, I trust they will refund the amount paid.Thank You

  

  Business response

  03/24/2022

  Thanks for bringing this to our attention. We see that the customer has been responded to via email in our system and they are currently being assisted by our Customer Heroes. 

• Initial Complaint

  02/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I paid for a SpotHero parking spot on Saturday 2/26/2022 and the spots in the listed for parking were #1-5 and #**-**. I parked in spot ** during the hours that I paid for the spot and was towed. The towing company told me that spot #** did not belong to SpotHero even though it was listed as such on the SpotHero app. I had to pay $218.50 to get my car back from the towing company due to SpotHeros mistake in the listing. I am seeking compensation for my $218.50 towing fee.

  

  Business response

  03/08/2022

  Hello, thanks for reaching out and sorry to hear of the trouble.  Thanks for your patience as we investigated this.  The operator of the spot you reserved towed your car in error so we have offered a full reimbursement of all costs to you via email.  Please respond to our email with your mailing address and we'll get that processed right away. Our account management team will work with the operator to ensure this does not happen again.  

  Customer response

  03/08/2022

   
  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

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/12 I purchased a parking pass from SpotHero, the navigation provided through the app and instructions took me to a specific area (****************), my car was towed and I was left without a vehicle late at night in 18 degree weather and had to Uber where my car was towed and pay to get my car out, a total of $250 to get my car returned to me. SpotHero has blamed me for the incident and says they are unable to cover the cost of the tow regardless of the incorrect navigation link even after I showed them a screen record video of the link working incorrectly. SpotHero has given me a refund of $7.90 for the parking but I am asking for the $250 to cover the cost of the tow as I was given incorrect information.

  

  Business response

  04/05/2022

   We are very sorry for the trouble that you experienced as well as for our delay responding to your complaint on this platform. We took a look in our internal system, and saw that a check was issued to cover the cost of your car being towed. We're so glad this was resolved! Please feel free to reach out if you need further assistance. 

  
  

  *****

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** Cards are given to monthly parking customers that allow access to/from the garage where your reservation is designated to. My **** Card has been prompting errors including "Ticket Invalid" and "Ticket Expired" when trying to leave or enter the parking garage. I have contacted the support lines of both the company that gives the **** Cards out as well as the Parking Assistance at the meter, and no resolution was attempted, forcing me to pay for the parking daily, when I have already paid monthly for an entire year.

  

  Business response

  02/01/2022

  Hello, sorry to hear of the trouble.  As mentioned, we followed up with the operator as they handle all access on site.  They have let us know that it should be fixed moving forward.  Reef Parking will be your best contact for troubleshooting any access card issues on site, but please let us know if you need any further assistance.

  Customer response

  02/01/2022

   
  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.

   

  Received an email from the lot manager that the issue was resolved. It is greatly appreciated. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For some reason this company keeps refusing valid cards for payments. I've contacted them multiple times and usually get a canned response that does absolutely nothing to fix the problem. Tonight, once again, I tried reserving a parking space and my card has been refused. Got the following error message this time even though there's nothing wrong with the card: "Correct the following mistakes then press ************* again. Don't worry, you won't be charged twice.We're sorry, it looks like there has been an issue with your card: Request req_GVqgxJ1fVBzpoF: Your card was declined. Please try a new card or contact us for more help."

  

  Business response

  01/26/2022

  Hello, so sorry to hear of the trouble. I have attached screenshots of the decline messages directly from our credit card processor, Stripe, which indicates a general "do not honor" from your bank or credit card ending in ****; for your card ending in **** a "transaction not allowed" or "insufficient funds.". I can assure you we always want our customers to have a seamless checkout experience and I apologize that your experience has been the opposite.  As the screenshots indicate, this is not a SpotHero issue, and we are unable to force any payments through when we receive a decline from a customer's payment method.  The best solution would be to contact your bank or credit card company for help if you believe the credit card is producing these declines in error.  We can see on our end that you are able to make payments successfully at certain times so I would ask the bank or credit card why you're experiencing intermittent declines.  I have added some credit to your SpotHero account so you can purchase a few spots on us while you seek a resolution with your banking institution.  Again, my apologies that we are unable to resolve this on our end.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid for a parking spot at **************** in **************** for Thursday to Friday parking at about 3 AM my car was towed out of the lot. I called the tow company it was $502 to recover my vehicle they charge me for a heavy duty vehicle which my vehicle its not stating it weighed over **** pounds the documentation shows the vehicle weighs under **** pounds and is in fact a light duty vehicle I feel that spot hero is connected with the tow company to ensure they are making the most money out of the victims coming to visit the city. Again I paid $20 for my parking spot spot hero is stating my license plate number was not entered into their database however it has been entered into the database several times now they are stating I was using their platform as a guest. Refusing to help with the tow charge. I feel they are responsible for the tow since I paid them directly for the spot. They are now stating they dont only parking lots they just rent spaces out of them meaning theyre not responsible for any tow that happens yeah they have a contract with the towing company. Spot hero has agreed to give me back my $20 that I paid for my original parking spot plus a $50 one time credit to use on their application how would I be able to use that application credit if I was only a guest and not an actual member????

  

  Business response

  01/26/2022

  Hello, so sorry to hear of the trouble.  We certainly never want any of our customers to be towed.  I will attach a screenshot showing that you purchased this reservation as a guest and did not enter your license plate at the time of purchase.  SpotHero does not own or operate any parking lots and when a customer reserves a spot we send a record of their license plate to the lot operator, who then may hire enforcement companies or attendants to monitor their lots.  We mention multiple times on our parking passes and before purchase to make sure your license plate is correct before **********************. I will attach a screenshot of the confirmation email we sent at the time of purchase without a license plate added at that time, unfortunately. You do have an account with us as an account is automatically created when you checkout, but you have been checking out as a guest.  To use credit, you will just need to setup a password and finish setting up your account. After your first reservation, we always send a welcome email to make sure you know how to set up your account successfully.  I can see from our email records that you were able to reset your password on 1/22 so you should be all set there. Again, SpotHero received no money from this tow and the tow was a result of the license plate that was not entered when you checked out.  Regardless, I do want to help as I know how frustrating a tow can be.  We'll be reaching out via email to send you a check for half the cost of the tow as a courtesy.  My apologies for the negative experience. 

  Customer response

  01/28/2022

   
  Better Business Bureau:
  
  I have reviewed their response from the company as well as their emails they have sent they will be refunding my $520 with that I am satisfied. 
  Sincerely,
  
  **** May

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a monthly parking pass for 1 month in *** for $950. The garage's hours on SpotHero are advertised as 6:00 AM - 12:00 AM. On more than one occasion now, I have not been able to retrieve my car within those hours, and on one specific occasion waited for over an hour for my vehicle and was unable to retrieve it. Spothero customer service has proved incredibly incompetent - sending me to multiple different 'supervisors' to resolve the issue but whenever I call the number provided I have to talk to a new person and explain the situation all over again. Each call has ended with either them disconnecting or saying they will follow up, which they never do.

  

  Business response

  12/14/2021

  Hello, thanks for reaching out. So sorry to hear of the trouble and the delayed response.  I will be reaching out to all members of our team you spoke to to make sure they are properly coached and handle issues far better in the future. I've gone ahead and refunded your SpotHero reservation in full to your original method of payment.  I've also added $200 credit to your account.  If you'd like helping finding another spot, we have a dedicated monthly specialist who can help.  His name is ***** and he can be reached at ************.  Again, my apologies for all the trouble.

  Customer response

  12/15/2021

   
  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

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past 2 yrs Spot hero has failed to communicate w the vendors with who they do business with. I have been ticketed twice and towed one. EACH time Spot hero and the parking places found that they were incorrect and waived the ticket. My towing fee was also refunded. But It did cause anguish for my children who to this day wonder if our car will be where we parked it.Spot hero contends (at least that is what the rep told me) that it isn't their fault but then whose. Also 3 instances seems to be alot. I even said to my husband this time that I probably was going to regret parking there and Indeed I did. I didn't get any resolution on the ticket from Spot hero, they sent me an email saying that they had reached out to the parking place but that I should followup on a website and make sure.

  

  Business response

  09/20/2021

  Hello, sorry to hear of the continued trouble. We advised on 8/31 that this ticket was taken care of and provided the website of the operator so you could confirm that for your own records.  You can see here https://arc.asuratechnologies.com/Payment if you type in your ticket number (LAZCH-009434) that this ticket no longer shows up as it has been voided.  We are always in communication with our operators and working to mitigate issues and I am sorry you were adversely affected by issues on site multiple times. I will follow up with our account management team directly.

*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. ↩