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Complaint Details
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Initial Complaint
08/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
SpotHero was made aware of the issue with my car being towed on 8/1 as soon as I could get an agent to actually respond. On July 31st I booked a parking space for my car from 8:30-2:30 pm with my license plate number confirmed. On 7/31 I booked another spot, separately for a different car from 10 pm - 3am with a different license plate. I have booked multiple spots on the app in the past. Upon leaving I found my car no where in site. My car had been towed with a fee of approximately $250. Since SH was closed and unavailable. I paid the towing fee and contacted them the next morning. Upon review of my account in SHo, all of my past reservations had been overridden with the new license plate including the one I had booked for my own license plate starting with Q. SH was made aware of this and I sent several screenshots of even my past bookings being overridden. They have the documentation and yet have failed to fully review and respond. I also had tire damage due to the improper tow.
Business response
09/02/2021
Hello Kernisha,
We received your feedback regarding your SpotHero reservation at 730 W Lake on July 31st and wanted to personally apologize for the trouble you encountered with the reservation and the delayed response to get this resolved. I completely understand your frustration, as our goal is to make parking easier so that you can focus on the things that matter most.
Upon further review, I did see that you were able to speak with one of our supervisors and they explained that the issue you encountered is a rare technical bug that our engineering team is looking into resolving. It's our hope that this is not a recurring issue going forward. I see that we were able to get you fully reimbursed for the tow expense as well as offer additional SpotHero credit for future use for the inconvenience this issue caused. It is very important us that our customers have a seamless parking experience, so in the future I encourage you to double check any parking confirmation and reach out in the moment if you notice any irregularities with the information that was entered, versus what you are seeing on the parking pass. We realize in this case the support was gone for the evening once you realized the vehicle had been towed in this instance. But please know, we take issues like this very seriously and never want valued customers like yourself to have to deal with such a frustrating situation.I do want to sincerely apologize once more for the frustration and inconvenience. Please do not hesitate to reach out to us with questions or concerns for future parking needs. We are always here to help if you have any questions prior to parking, you can reach us via email or via phone at **************. We are open 7 days a week, 6am-11pm CST.
Sincerely,
Eboni
Customer response
09/02/2021
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
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First time user of ********************** I need to convey how utterly horrible your service was on 8/14/21. This will always be the worst part of our very 1st *** game. If an attendant wasn't on duty my kids and I would have been trapped in a parking garage in ********* after 11pm.Everytime I checked on the reservation in spothero app it kept changing the entrance address info to the garage. Since I'm not familiar with ***** I assumed it must be because of road closures. I made the reservation it said ******************* - Marriott Garage. According to app it was less than a mile said an 11 minute walk. Waze thru the spothero app took us 30 mins away to Harbor Place Garage. Instructions in app said do not pull a ticket so I didn't. Tried to scan app to leave & it didn't work. Attendant said id # was wrong. He called someone but I felt like he thought I was lying so showed my reserv in ******** $29.75 M/C charge. Bogus No response to email sent. Rental ID# ******** 8/14/21 @2pm - 8/15/21 @2am
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Customer Complaints Summary
193 total complaints in the last 3 years.
98 complaints closed in the last 12 months.