Complaints

This profile includes complaints for Premium Parking Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premium Parking Service, LLC

  601 Poydras St Ste 1500 New Orleans, LA 70130

  
• 

  Premium Parking

  185 W State St Baton Rouge, LA 70802

• 

  Premium Parking

  140 N Baylen St Pensacola, FL 32502

• 

  Premium Parking

  331 S Palafox St Pensacola, FL 32501

• 

  Premium Parking

  714 S Palafox St Pensacola, FL 32501

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to park in the Pan American Building Lot in Premium Parking P376 at 8:33 AM on 1/30/2024, in advance for 8 hours of parking, at a cost of $24.11. I parked in a parking space marked as reserved for Premium Parking. I got back to my vehicle around 12:45 PM, with nearly 4 hours left. It was booted, with an Admiral Enforcement Immobilization Notice requiring me to pay $130.00. After discussing with the Admiral representative, and left with no other choice to have the boot removed, I paid the $130.00. Admiral had no basis to boot my vehicle. I previously filed a BBB Complaint against Admiral, who agreed to refund me $50.00, as a courtesy. As part of the answer to that complaint, however, Admiral explained that "The boot was placed by the request of the parking company Premium Parking. Customer was parked in a monthly parker reserved space. ... Anything further regarding spacing and parking fee will need to be directed to Premium Parking." In view of this, I am now filing a complaint against Premium Parking for the remaining $80.00. Aside from the nearly illegible fine print, the sign in the attached exhibit reads: "Reserved 24/7. Photo Enforced 24/7. Premium Parking. Select Your Own Space Today." Nothing on the sign mentioned monthly. Only that it was reserved 24/7 for Premium Parking, and that I could select my space today. Based on the sign's language, I had no way knowing that hourly Premium Parking customers were prohibited from using this space. I still do not know where I was actually supposed to park for typical hourly parking if not there. Perhaps the Premium Parking sign was intended to mean what Admiral stated in its answer, that the space was for only monthly parkers. I am sure others have been and will continue to be hoodwinked by this sign. We should not all have to pay boot removal and unpaid parking fees because Premium Parking's sign is confusing and misleading. Candidly, I would rather the signs changed to be clearer than the $80.00 refund.

  

  Business Response

  Date: 02/05/2024

  Unfortunately, as you had stated, you parked in a reserved spot.  The immobilization was valid and is there as a deterrent to prevent transient parkers from parking in a reserved space that others pay extra money for.  By you taking their reserved spot, they were not able to park in their normal parking space.  We sincerely apologize for the inconvenience and we will raise your complaint to the local management team for that facility. 

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21227497, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The PRemium Parking response stated that "The immobilization was valid and is there as a deterrent to prevent transient parkers from parking in a reserved space that others pay extra money for."  This response clearly misunderstands what occured and the underlying issue which is concerning.  I was not a transient parker--I paid for a Premium Parking space.  See Exhibit 1.    

   The response further states that "By you taking their reserved spot, they were not able to park in their normal parking space."  The sign on the space did not mention anything about the parking space being specifically reserved for specific person or being someone's "normal parking space."  The sign simply stated that it was reserved for Premium Parking customers.  I was a Premium Parking customer.  See Exhibit 2.  There is no way for me (or anyone else) to know or believe otherwise.  This is a pure bait-and-switch.        

  Regards,
  ******* ****
  
   

  
  

  

  Business Response

  Date: 02/05/2024

  Thank you for clarifying.  I will reach back out to the local management of that facility for you.  

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  in reference to complaint ID 21227497, Admiral Enforcement has reimbursed me the entirety of the $130.00 in immobilization fees and alleged unpaid parking fees that I was charged for the removal of the boot on my vehicle.  In view of this, I ask that my case be closed.  To the extent that PRemium Parking has been in communication with Admiral in prompting this, I would like to make it clear that I appreciate those efforts.  I would also like to reiterate my prior comments, though, that I think the signage in the parking garage that is intended to alert people that the Premium Parking spaces are permanently reserved is confusing.  In my case, it is illogical for me to have intentionally paid to park for eight hours in the garage, only then to also intentionally park in a space that I had good reason to know I could not and should not park in.  In other words, if I intended to park illegally, I would have never paid to do so in the first place.  

  Regardless, I appreciate the matter being resolved.  

  Regards,
  
  *******

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a parking lot in ********** and there was no place for me to pay or notice of HOW to pay. I would have paid upon entry or exit but nothing was ****ed as to how to pay. Then I received a ticket for $30 plus a $50 processing fee! This is extortion! They don't **** HOW to pay so that they can extort money from you.

  Customer Answer

  Date: 01/31/2024

  I've provided the invoice

  Customer Answer

  Date: 02/06/2024

  This business contacted me and has agreed to waive the fine.  Please let me know how I can add this comment to my complaint.  

  
  

  Best regards,

  ***************************

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/08/23 I parked in the lot of my orthodontist, *** ******* ******** ** *** **** **** ****** ******* ********** ** *****, and there was no attendant on duty, the parking lot arm was up, and there were no machines to pay for parking. I have been visiting Dr. ******** for 20 years and he always validates parking. There was no ticket on my car when I exited the lot, and still no attendant on duty to charge me. A month later, I received a ticket from Glideparcs Enforcement in the mail for $65.40. The price breakdown is $50 for parking fee and $15.40 penalty for late fee. The compliance Agent is listed as "LAOFFICER3." The invoice # is 2316751. I called Glideparcs who agreed to citation review. I uploaded photos of the lot showing no pay machine. I received a notice today, that my ticket is not being cleared and I have $65.40 due. I would like this charge removed as I believe it was the fault of parking management not to have any attendant or signage detailing where to pay for parking. There was NO pay for parking machine when I visited! I believe this is predatory parking practices. I am attaching two photos to my complaint, the first one is to show that the business parking lot had an "arm" and attendant, the second photo shows that they now have signage to 'pay and park'. This signage was not there on my visit 11/08/23. The lot had always had attendant who provided me with ticket and I left with doctor's office validation. I would have done the same on 11/08/23 if there was a ticket provided.

  

  Business Response

  Date: 02/05/2024

  ** ****

  Thank you so much for your time today when you spoke with Sohal today.  As Sohal and you had discussed, he approved your citation to be reduced to the agreed upon amount of $15.40.

  The citation has been adjusted for you and is ready for your payment.

  Thank you again for your time today.

  Customer Answer

  Date: 02/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21223495, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $35 for four hours parking on Jan. 7 ****. This was confirmed by a premium parking representative. I got a ticket for being in the lot for 90 minutes claiming I did not pay. I have provided a receipt that I paid for four hours. I filed an appeal and attached my receipt and evidence and the company has agreed with my appeal that I paid $35 for 4hrs parking which was the minimum event parking time and rate. The company repeals the $90 ticket($70 parking ticket + $20 Unpaid parking fee) but then says it will be reduced to $15. $15 for what is not explained, then when speaking with different customer representatives today they begin threatening me and accusing me of guilt, this is after my appeal has been granted and I was only asking what the $15 charge was for. They never explained why I received the $20 extra fee for unpaid parking, and they are saying that it was my error somehow that I only had 1 hour parking. But we can already see their system made 1 error in not registering my payment to the spot, now they are trying to backtrack and claim I only registered for 1hr but paid for 4hrs.Multiple system errors on their end and yet still somehow this is my fault and I owe them $15 more dollars on top of the $35 I paid originally when I was only parked for 1hr 22min total (this is from the ticket they issued me). So the promotion is 4hrs parking for $35. I parked for 1hr22min and they initially tried to charge me $90 more which would total to $125 for 1hr22min parking. Even after the appeal they trying to add $15 for nothing, which would be $50 for 1hr22min. The rate clearly stated 4hrs for ~$35.

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Parking was paid for at time of parking. After an appeal and an hour on premium chat, they adjusted the amount due to $15. This is unacceptable, the parking was paid for at the time of parking!

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  The reason the ticket was generated was due to the fact that you paid for parking at the wrong location. 

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 17, 2023, I parked in a downtown parking garage/lot P2530. The garage, that is located adjacent to a whole foods, clearly states public parking in big letters at the entrance but the gate at the entrance was completely open and unattended, and there was no place to take a ticket or anyone to ask for information. About a week later I received a letter in the mail from Premium Parking saying I did not pay the $40 parking fee and an additional $50 was being added for the invoice. In hindsight, it is now pretty apparent the lack of signage and/or information is intentionally done to deceive people to pay the high fees. Even after I called and followed their instructions to dispute the charge, the only thing I've received since is another invoice saying I now owe $110 instead of the $90! I called again and was notified that my dispute had been closed with no resolution or reply. Shady business practices if you ask me and I'd be willing to bet I'm not the only one having to deal with this.

  Customer Answer

  Date: 01/30/2024

  Attached is the violation invoice.

  Invoice number: 9813944

  Plate number: 19AYWV

  Amount due: $110

  

  Business Response

  Date: 02/09/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We sincerely appreciate you and we will make this right!  

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the night of January 24th, ****, my wife and I took our son to see a Seattle Kraken hockey game at ********************. We have season tickets, so we usually park somewhere close by since our son is 2 years old, so it's easier to walk with a close by parking lot. We parked at 6:25pm and proceeded to unload the car. As my wife got our son ready, I went over to scan the ** code to pay for parking like we always do. We've used Premium Parking before so both of our vehicles were saved in the menu for options to choose from. As the website opened up, I was prompted with a drop down to choose my vehicle to pay for. I chose the 2nd vehicle, our ***************************** white, with license plate *******. It then brought me to the payment screen where I proceeded to pay for the parking, which was $25.40 after tax. I walked over to my wife and we took our son and walked up to the arena as I received the confirmation text message from Premium Parking. I didn't read it because we've done it so many times that we knew it was all set.As we approached the vehicle after the game, after 10pm, we saw a ticket on our car. The ticket said "failure to pay" and it was a $53 fee, plus $20 unpaid parking, totaling $73. I read the text and it had our other car instead, which meant the drop down didn't save my choice and it defaulted to our other car. I appealed the ticket on their website, but got a response "We were unable to confirm payment for both plates based on the information provided. We've reduced the fee to $40.00. Please submit payment by 2/1/**** before additional payments apply". When using their system, it wouldn't allow me to respond because a manager closed it. I reached out to customer **********************, and they said all appeals are final. I'm not paying a fine because their system messed up logging the car I chose from a drop down they provided me. I already paid for parking for that lot, with the car I chose, and the amount that they asked.

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We sincerely appreciate you and we will make this right!  Citation ******* is officially voided.  

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am using ****** translate for this. The business does not have morals as there is no clear signage that you pay for parking. There is no indication of where to ************** to pay if they pay in the lot. To make matters worse everything is solely in English. I have tried calling and submitting an appeal but get a rejection although I only speak Spanish. Please help. The amount is outrageous and clearly they are not caring about people like myself that speak language other than English.

  

  Business Response

  Date: 01/30/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We sincerely appreciate you and we will make this right!  

• Initial Complaint

  Date:01/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9, ****, I was in *****************, ******** to get my haircut at ********** which is located at Main ********** 4th Street. I always park on the street because it's free parking, and I usually park on *. 4th Street. I drove from ************, ******** to ***************** for my haircut appointment and I was also in the ***************** area on business. On January 23, ****, I received a parking ticket in the mail for Premium Parking Service stating I owed them $75.00 for not paying for parking in their lot. The ticket displayed a photograph of my vehicle and my license plate entering their ********************** and leaving their parking on January 9th. There are no photographs of my vehicle being parked in their parking lot. I could not figure out why I would be in their parking lot because I always park on the street. After receiving the ticket, I immediately called and asked why I had received the ticket because I do not remember being in their parking lot. The person I spoke to told me I could file a dispute online. On January 24, ****, at approximately 4:23am, I went to Premium Parking Service website and went to the dispute page and asked someone to contact me concerning the ticket. At 7am, I had to travel to *****************, ******** for a business appointment. Before my appointment, I drove to the area where I get my haircut at Main ********** 4th Street and looked at Premium Parking's lot. There are two driveways that enter and exit from the parking ******** driveway is located on Main Street, where the photographs were taken of my vehicle, and the second driveway is at * 4th Street. I also noticed cameras pointing toward their parking lot on the * 4th Street side. My first question is why Premium Parking didn't send me a photograph of my vehicle parked in their parking lot and the number of the parking spot, along with the other photographs. After looking at the parking lot, I kept racketing my brain as to why I would be in their parking lot. I looked back at my calendar to see the time of my haircut appointment which was at 10:30am. It usually takes about 1.5 hours to do my hair so I should have been finished by 12 noon. My business appointment in ***************** wasn't until 1pm. I am simply asking someone to contact me. I obviously drove through their lot because they have photographs of my vehicle. There would have been no reason for me to leave my vehicle there unoccupied and parked, so that's the big dilemma right now. It is also a good possibility that I pulled into their lot to get files out for my trunk for my appointment. I do that all the time when traveling, but I can't be sure that I did that either. As of January 25, ****, I have not heard from anyone from Premium Parking Service. I want someone to contact me as soon as possible because they are threatening to keep increasing the price on the ticket. I need an explanation as to why the ticket was issued and if they have photographs of my vehicle unoccupied and parked in their lot. I have attached a copy of the parking ticket and the dispute I filed with Premium Parking Service.

  

  Business Response

  Date: 01/29/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this citation for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We sincerely appreciate you and we will make this right!  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023, I purchased an annual parking pass to ******************************. It cost me $60, and I was told by the company that my tag number would serve as the parking pass. On two occasions since then, I got back to my vehicle to find a ticket on my windshield saying that my tag number was not in the system, even though it was. They were both left by the same officer. The first was left on November 22, 2023, invoice number *******, for $20. The second was left on December 10, 2023, invoice number *******, for $20. (During this process, I found out that the officer can enter a tag number incorrectly when checking the system, but still enter it the right way on the ticket. This is completely ridiculous and should never be allowed under any circumstances.) The people I spoke to when I called Premium Parking were both nice and helpful, but they could not do anything to void the tickets from their end. I was referred to an automated system which would be handled by another party, Admiral ********************* I submitted the requests to void the tickets online and was told I would be contacted within 72 hours. It has now been over a month, and I have yet to hear anything back from either Premium Parking or Admiral ********************* I tried to call Admiral ******************** to speak to a live person using the number on the BBB website, but it was evidently disconnected. It is appalling enough already that the ***************** would charge its citizens for what for generations has been something that they have already paid for with their hard earned tax dollars. But here the State has added further insult by a combination of incompetence on its own part and on the part of corporations which should never have been involved in the first place. This is beyond infuriating. I demand that these tickets be voided and no more issued in the future.

  Customer Answer

  Date: 01/25/2024

  Please see the attached parking tickets and let me know if any further documentation is needed.  

  Thank you.

   

  

  Business Response

  Date: 01/29/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void these citations for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We sincerely appreciate you and we will make this right!  If you filed an appeal, please disregard any responses you get, as we are personally going to overide those decisions and just void them for you.