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Complaint Details
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Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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 emailBusiness 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
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,
************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On booked a short term parking with SpotHero. I arrived at the time stipulated. Upon entering the garage, the doors closed and there was no one in the facility. I waited almost an hour until an attendant arrived. I missed my flight and forced to rebook a flight for the following day. I hold SpotHero responsible of negligence and would like a reimbursement of money spent for flight.Business response
05/29/2024
We are very sorry to hear about the trouble that you experienced with our on-site partners. While SpotHero does not operate the facilities, it is important we know about any on-site issues so we can follow up with our operating partners and ensure they do not continue. We have passed these details along to our Customer Hero team, they are currently reviewing this and will follow up with you directly via email as soon as possible. If you have any questions you can contact them directly at ************* or ***********************************Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reserved a spot on 5/15 in **. It was one of two side by side spaces. I parked in the right space and was NOT over the center line. While my event was about to start I receive a call from a Chicago number. It was a SpotHero agent who started arguing with me that I was taking up two spaces and the other car couldnt fit in the other space. I dont even have a large car, its a Tesla Model 3. She asked me to leave my event and move my car but the event was no re-entry. The agent, ****, then said I would have to pay for another spot PLUS 10 dollars via Zelle because they called the tow company and if I paid they would let the tow company know. For one, that is EXTORTION. I sent LIVE footage from my car camera showing that I was not over the center line and I was still forced to pay in order for them to cancel the tow.Business response
05/23/2024
We are very sorry to hear about this! We were hoping that we can clarify a few things. So you are aware, SpotHero is a third-party reservation company and does not own or operate the facilities we list, as such SpotHero and its employees are not authorized to issue a ticket or a tow. Also, SpotHero does not accept any form of payment outside of our secure checkout system. We apologize for any confusion! We were able to locate your reservation details in our system and have asked a supervisor to review this and follow up with you directly as soon as possible. If you have any questions please don't hesitate to reach out to them at ************* or **********************************.Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 05/03/24 my account was charged $212.50 for $250 of SpotHero credit. I did not authorize this purchase so I am not sure how it happened. I called on 05/03 and spoke to a customer service representative asking for a refund and he was no help. I also opened up a Support Ticket through SpotHero website on 05/03 and no one has reached out. It says a team member will reach out in 3-5 days. I am just looking for the credits off my account and a refund issued.Business response
05/23/2024
We're very sorry for the confusion and for any delay getting back to you! We took a look in our system and do see that a member of our Customer Hero team has followed up for assistance with this, if you have any further questions don't hesitate to reach back out to them directly at ************* or ***********************************Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was towed on April 23,2024 at ******************* parking under the train track on the East side of the alley....Right where your parking zone # ***** sign is is a A-1 Citywide Towing sign.....all down the alley is A-1 Towing Signs leading customers to believe all the spots under the train track is safe to park under. You sold me a parking spot at this location I parked there in front of a A-1 Citywide Towing sign and my car was towed...I called the company you contracted with they claim they have 25 spots under the train tracks...I TRUSTED YOUR COMPANY AND I HAD TO PAY $273.50 FOR MY VEHICLE BACK AND IT HAD A FLAT TIRE....THIS IS DECEPTIVE ADVERTISING....I LIKE TO BE REIMBURSED FOR MY CARBusiness response
05/23/2024
We are so sorry for the trouble that you experienced with your SpotHero reservation. We took a look in our system and do see that a supervisor on the Customer Hero team has already followed up with a resolution for this matter, we're so glad! If you have any questions or need further assistance, please contact them directly at ************* or ***********************************Initial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Spot Hero $27.00 for parking in ******* Saturday May 4th at 11am. Valet doesnt even start until noon. I had to self park for $60.00. I sent multiple emails and called Spot Hero with no response. I would like to be refunded the $87.00 I paid for the day.Business response
05/15/2024
We're very sorry for the trouble and for any delay getting back to you! We have asked a member of our Customer Hero team to look into this and follow up with you directly, you can expect to hear from them shortly.Customer response
05/16/2024
Complaint: 21710185
I am rejecting this response because: they keep saying they will have someone contact me and they dont.
Sincerely,
***********************Business response
05/22/2024
We do apologize again. We see an email was sent last week to which you replied. Our Customer Hero team is in the process of reviewing it and will follow up directly as soon as possible. In the future if you do need immediate assistance or have any questions you can contact them directly at *************.
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Customer Complaints Summary
193 total complaints in the last 3 years.
95 complaints closed in the last 12 months.