ComplaintsforSpotHero

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a parking spot however when I got to the garage, it was sold out. I called for a refund; was told I would get an email confirmation which I never received. I called back and was told they did not see a refund.Rental ID: ******** $21.40 needs to be refunded back to my card as promised since I did not receive services

  

  Business response

  07/02/2024

  We're very sorry for the trouble you experienced with your reservation! We took a look in our system and do see that your reservation was fully refunded to the original method of payment, and a confirmation email was sent to the email address on file for that reservation. We're so glad! If you have any questions or need any further assistance with this matter, you can reach back out to our Customer Heroes directly at ************* or ***********************************

  Customer response

  07/02/2024

   
  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

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Spot hero sold me a parking spot for May 27th at a garage located at ************************** for a cost of $21.10. When we arrived at the garage it was closed for painting. There were multiple painters w/ ladders and long rollers painting the ceiling and walls. We were denied entrance. I immediately sent an email to spot hero on May 27th. It was ignored for weeks, I called but only got music for 10 mins. When finally contacted via email, I immediately responded. 5 emails later asking for more information, to which I immediately responded; today received an email saying they were closing the case because I have not responded. I have responded to every email virtually immediately, their response is a scam. I called again today, 15 mins on hold. They did in 1 email ask for a copy of the receipt for the other garage I parked in that day which is infuriating because it has nothing to do with the fact that the spot they sold me was denied. If they need verification that the garage they fraudulently sold me was closed for painting, why don't they check with the garage themselves? they know it was not scanned on their app. Its because they do not want to abide by their guarantee. Their website says a spot is guaranteed or your money back - period. The $21.10 is annoying, but it's the principle. This app/ company is just a ripoff.

  

  Business response

  06/26/2024

  We're very sorry you weren't able to park in your reserved spot! A facility should not be closed when you have a valid SpotHero reservation. 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, we're so glad! In the future if you need immediate assistance, you can reach them directly at *************.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Spothero sold me a parking garage reservation, but the garage did not honor my reservation. Ive tried to talk to spothero for 3 weeks now, and they take 5+ days to respond to every email. Theyre giving me the run around, making me send bank statements from garages not booked through then. It just feels like theyre making me do random things to hopefully get me to give up on the refund for the service not provided.

  

  Business response

  06/26/2024

  We're very sorry for the trouble you experienced with your reservation and for any delay in resolving this matter for you. So you are aware, SpotHero requests receipts and relevant documentation when things do not go according to plan so that we can better follow up with our operating partners and ensure on-site issues don't continue, we apologize if that wasn't clear. Regardless, we took a look in our system and do see that a member of our Customer Hero team has already followed up with you directly with a resolution to this matter. In the future if you need immediate assistance, you can reach them at *************. 

  Also, so you are aware moving forward, like many ***************************** ********************** does answer emails in the order that they are received. Replying to emails with messages like "following up on this" actually inadvertently sends your email to the back of the email queue. We're very sorry if that wasn't clear. If you have any questions feel free to reach out to us directly at *************.

  Customer response

  06/26/2024

   
  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a $50 parking spot in ******* for June 8th. When I arrived , the garage was completely blocked off due to a fest going on. You could not even get to the street it was located on ! I reached out to the company on June 9th via email. I have called and spent over an hour on hold and have not talked to a single person ! No email response either, even though it says they will reach out in 3-5 business days. I am very displeased.

  

  Business response

  06/26/2024

  We're very sorry for the trouble! We took a look in our system and do see that you did speak with our Customer Hero team, and that your reservation has been refunded back to the original method of payment. If you have any questions, don't hesitate to reach back out to them directly at ************* or ***********************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre booked a parking space at a spot hero location in *** on may 22 for the following day, May 23. The company sent me a response with information to show the parking attendant upon arrival. The company also ensures customer satisfaction on their website stating the space is guarantied. When I arrived around 9:30 the following morning, i was turned away by the attendant who said they were full. I attempted to show my parking pass on my phone that was sent by spot here and he restated the lot was full. He told me to leave and go find another garage and there was one a few blocks away which I was able to get a space. This garage is not affiliated with spot hero and I paid another fee of ***** in cash, I have attempted on numerous occasions since then by phone and email to recover the ***** I paid for the guarantied space. They have responded with nonsense emails stating I didn't include the receipt for the other garage (which I am not requesting any remuneration for) or the email states they haven' heard from me. I believe this is a tactic to get me to go away by stalling and cleaning I am not responding. I hope this does not happen to others and I am requesting the assistance of the BBB to hold them accountable.

  

  Business response

  06/26/2024

  We're very sorry to hear you weren't able to park in your reserved spot! We took a look in our system and do see you spoke with a Customer Hero, who was able to process the refund for you. If you have any questions or need any further assistance, don't hesitate to reach back out to them at *************.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/08 at ********************************************************************, I made for a spot to park in ahead of time costing me $80.25. When I arrived at the garage, I was told by the attendant the garage was full and I need to turn around and deal with SpotHero for reimbursement. I immediately called them and spoke with ******* who also sent me a follow up email. He asked me to send a receipt for the next garage I found to park in and they would reimburse me if the cost was higher. I only want the $80.25 reimbursed which after 06/08 they have ignored my emails asking for reimbursement. I did find another spot and spent another $40 and the spot was behind the Star Market on *************** which was cash only and they gentleman didn't have any receipt to give me. I explained this all to SpotHero particularly ******* and he has stopped communicating with me. I would like to be reimbursed as I followed through and took the appropriate steps. I have the email communications with them for proof if needed. I am sure they have records as well.

  

  Business response

  06/18/2024

  We're very sorry for any trouble and any delay resolving things for you! We took a look in our system and see that the refund has been issued. You can expect to receive the funds within 5-7 business days, typically it is faster it depends on your financial institution and their processing times. If you have any other questions, don't hesitate to contact our Customer Heroes at ********************************** or *************.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre purchased parking for the ********************* concert and there was a death in the family that day, didn't make the concert so the parking was not used. Spot Hero refuses to refund my money

  

  Business response

  06/18/2024

  We are very sorry for the trouble! We took a look in our system and do see that our Customer Heroes have already followed up with a resolution to this matter. If you have any questions or need any further assistance, you can reach out to them directly at ************* or ***********************************

*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. ↩