ComplaintsforPremium Parking Service, LLC

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Premium Parking and their Cohort, Municipal Parking Service is such a racket. A. I paid for the 24 hours on a Monday morning after a Festival weekend. I got a ticket that evening and I'm told "Oh, it's a 24 hour payment, but it's during an event, so it's not really 24 hours. There was no clear notice of this AND it wasn't an event taking place."B. The Parking tickets, which they mail to you look official - like a city citation, but it's just a collection company. They make it VERY confusing - intentionally in my opinon to make you pay the higher amount, which isn't really what you owe - if it was a real penalty.Very shady, dispreputable and aggressive. Not great for our tourist visiting ***********.

  

  Business response

  06/04/2024

  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 appreciate you and we will make this right!  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the evening of 5/12/2024 I was in downtown *********, ** for an event. I pulled into the Premium Parking service area like I had done before on a previous trip. I used my phone to log into their kiosk system to provide payment for my vehicle. I followed the prompts and realized my other vehicle was registered in their system. I selected the new tag prompt and took a digital photo of my vehicles license plate that I was driving. I submitted the payment of ***** which I have proof of and went on my way. I left the parking area approximately 5 hours after entering the location. I received notification that my parking pass was expiring after the 24 hour window through my phone. Approximately two weeks after my event I received a letter stating that I am receiving a parking ticket ******** for unpaid/ unregistered parking and that I owe ***** in addition to the original payment that I made at the location through my phone. There was also a mention of a 60 day period where if I didnt pay the required penalty my information would be turned over to collections. I have submitted proof of payment to their appeals team and received notification that they were willing to wave most of the penalties leaving me with a burden of ***** to owe them. I feel that I have shown that I have made payment for their service , and that their vehicle tracking app has made it difficult for me to submit the correct tag to recognize in their database. I feel that they are unfairly trying to increase their revenues by preying on customers who are paying a high ********************** to park at their managed locations. I was upset by the formal notification of additional charges and threats of collections for those additional fees. In the Appeals response from Premium Parking services they stated it is the motorist responsibility to enter in the correct information, which I did. Unfortunately, I cant go back and show how the app allowed me to choose the wrong vehicle.

  

  Business response

  06/04/2024

  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 appreciate you and we will make this right!  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I parked at this structure and noticed signs indicating an ability to pay by text, via a machine on the 3rd floor, or through a customer service number (Figure 1). The text method redirected me to their website, which I was not able to pay through due to not having a “promo code”. I went to the 3rd floor machine, which was not functioning. I then called the customer service number. The representative attempted to complete the purchase on my behalf but was unable to due to also not having a “promo code”. The customer service representative did not know what a “promo code” was and checked with their manager. I was eventually told it was a code given to residents in an attached apartment and without that code there was no way to pay to park. The representative said there was nothing they could do to help as tickets were automatically generated and they too were unable to purchase parking time. I stopped on my way out and took a picture of the entry to the parking garage that does not explain any of this, just saying “Pay by License Plate” (Figure 2). I then noticed a small sign tucked in between parking bollards that states “Use Your Promo Code to Park”, but it does not describe what this is (Figure 3). You can see this was to the left of where the roadway was turning to enter. I received a ticket in the mail for $89 about a week later. I submitted a dispute through their online system and the ticket price was reduced to $32 but they would not void the ticket because “we were not able to find a record of payment on Premium Parking’s end” and “payment was not received”. I called customer service after this and was told all appeals decisions are final. I asked to speak with the appeals officer and was told they would “put a note in my file” and maybe they would call me. I offered to pay for the time that I parked at the structure (3 hours) as services rendered. I did not get a call back. I am requesting the ticket be voided or reflect the 3 hours I parked.

  

  Business response

  06/04/2024

  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 doing exactly that we have lowered the invoice to the minimum of just $15.00.  This covers the cost of issuing the invoice and your parking time.  We will pull the call and find out how we could have improved your experience.  This is an opportunity for us to improve our customer service, thank you so much for sending this in.

  Customer response

  06/07/2024

  [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 21786320, and find that this resolution is satisfactory to me. 
  
  Regards,
  ***** ****

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3 May 2024 I parked in a premium parking garage in ********, a few weeks later I received a letter in the mail stating I owe $50 along with a ticket for nonpayment, ticket # ********. The ticket states I was parked in the garage for 2 hours and 2 minutes and did not extend my parking however this is impossible. I submitted an appeal as on my credit card statement and parking mobile app that showed I paid $3.45 three separate times for a total of $10.35. This is extremely unacceptable seeing that I have to go this type of length and provide credit card statements for an appeal to be denied much longer that 72 hours after the initial submission. In addition they tried to charge a late fee while an appeal was processing.

  Customer response

  05/23/2024

  Please omit this information if it is used on the website. Plate number 5634XP and invoice MPS-10724960

  Customer response

  05/23/2024

  See photo 

  

  Business response

  05/24/2024

  We apologize for the inconvenience this may have caused you.  We will have a call to explain next steps.  The city has a very strict code ordinance that we have to adhere by.  The local management of the facility will contact you today for resolution.  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a parking ticket on 05/06/24 in the mail issued by Premium Parking on 04/25/24 for $75. We paid their rate of $6.00 plus a fee for two hours of parking in their private lot in downtown ******* (P4811 - **************************) on 04/24/24. We paid $6.99 online starting at 5:51 p.m. which ended at 7:51 p.m. We arrived back in the lot just around 8:00 p.m. leaving the lot no more than 10 minutes later. I have appealed the ticket requesting a dismissal as we surpassed the time limit by no more than 15 minutes and there was no explicit signage stating there would be a $75 ticket for exceeding said time. While they have responded to my appeal, there was no definitive answer to my request of dismissal.At best, I'm requesting a confirmed dismissal of the $75 ticket that is extraneous and excessive, while feeling like a scam. But, I would be prepared to issue a payment of $3 as that would suffice for an extra hour in their lot based on their posted rates of $6 per two hours.I greatly appreciate any assistance in communicating with this company and helping me reach an agreement. My invoice for that ticket is ********. I have also attached the initial receipt of payment, my appeal to the business, and their response to that appeal. Please let me know if there is anything else you may need.

  Customer response

  05/22/2024

  I have attached the requested parking ticket. As you'll note, it charges twice: one for a ticket amount of $50.00 and another for an unpaid parking fee of $25.00. It also shows photos of my car upon entering the lot and exiting the lot, which obviously will exceed the time limit we paid for. A parking lot like this should take into account the time it takes to enter a lot, find parking, figure out online payment and then offer a reasonable amount of time to leave the lot upon exiting, which I believe we did. It feels like this business uses predatory tactics to take as much money from their consumers as they can. 

  Again, I appreciate all your assistance with this and please let me know if you need anything else. 

  Kari 

  

  Business response

  05/23/2024

  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 appreciate you and we will make this right!  If you ever need any help with paying for parking, please contact us at ************ option 1 or visit our website and chat with a live agent.  We are here to help you. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 10 I paid to park at P4813-818 N 1st Phx. $20.99 to park for 3 hrs from 3:59-6:59 pm. As I was walking back to my car I got a ticket for $90 for improper parking/two spaces. I spoke to the parking lot attendant she told us the lines werent clear and they are figuring out the parking spots she told us we can dispute the ticket and she even took pictures to send to her boss. I filed my appeal the following business day. Today 5/21/2024 I received the appeal denial stating We recently received your appeal form. Our photos indicate that this is not a proper parking space, as seen in the photos. Throughout the lot parking spaces are marked in complete lines using circular markers as to not be misled. When determining a customers request for a review, we fully investigate each customers complaint. In doing so, we must always follow company policy. There was NO sign that said no parking, I even parked in front of pay to park sign. I also received another ticket in the mail stating the offense was. over ***** they gave me another ticket while we were talking to the parking lot attendant ( who gave us a name of ******). When they sent the ticket today with the photo of my car leaving the exit P4811 ********************- they fail to show we were talking to the parking lot attendant the entire time. She even told us it was fine since she was talking to us. So how can this company ticket someone if there isnt a NO parking sign? How can they write me a ticket for improper parking/ two spaces when they are also telling me it wasnt a parking space. I was in between two lines as evidenced on the photos. $50 fee and a $40 unpaid parking fine for my first violation in this parking lot P4813 - 818 N 1st. I paid my 3 hours I was there $20.99. Second, a $74 ( $25 unpaid parking fee and $50 ticket amount) fine for over ***** when we were talking to the parking lot attendant who told us it was fine since she was talking to us. Total fines $165

  

  Business response

  05/22/2024

  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 appreciate you and we will make this right!  

  Customer response

  05/22/2024

  I want to thank you for all your help with my citation.
  I read the business response and they stated they will void my citation. I just want to confirm are they voiding both citations  I received on May 10 in the same parking lot ? I submitted both tickets in my complaint.
  I just want to confirm if I do not owe anything?  Premium parking response was very appreciated, I just will like come clarification.
  
  Thank you
  ********************;

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Parked in garage to get ice cream on 5/6/24 and filled out the appropriate app info as requested by the store. Received a parking citation today for $60. Completely falsified and misrepresented the fact that parking was validated. I will never return to any businesses there if this isnt resolved

  

  Business response

  05/22/2024

  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 appreciate you and we will make this right!  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 21, 2024 I prepaid for parking at the Premium Parking Lot 401 at the French Quarter. My wife is handicapped, and this was the closest lot to the Steamboat Natchez dock, I figured about 200 feet. The parking was extravagantly priced at $51.95 but I figured that was the price for convenience and registered. On April 11th we received an email from Premium verifying our times and the procedure to simply park, that our license plate was all that was required. When we arrived on Decatur Street the place was in chaos, but I finally saw the lot and found my way past a barricade to look for my spot. It turns out there was a music festival setting up, and Premium had rented out the lot for music venues. There was no supervisor or Premium attendant to assist us, but we were told there might be spaces still available at another lot. We did find a handicapped spot in Premium Lot P407. I called Premium to adjust our ticket validation #******** to the new location so we wouldn't get towed or booted as my wife used her walker to get to the dock, 2/10 of a mile away. As I hustled to meet her a person walking by grumbled how outrageous it was he had to pay $30 to park.Hmmm, seemed like a bargain as i walked and walked away. Our visit to New Orleans was a delight. The price difference has been gnawing at me. It's only $20, but my initial request for a price adjustment was declined within a few hours of submitting on May 11. I resubmitted my request on their support email on May 12 and that has also been denied. I paid to park at P401, I wanted to park at P401, I managed to wiggle into the driveway at P401 before I was turned away. Through no fault of my own we had to park at a more distant and inconvenient P407. The denial email reads as follows: Sorry, we are unable to approve your refund request. Daily parking sessions purchased through the Premium Parking digital machine and website are non refundable after the start time has begun, regardless of your use or non-use of the Session and regardless of any circumstance surrounding the use or non-use of a Session (i.e., early departure, weather conditions, or cancellation of a related event). This is despite receiving a confirmation email the day before? I guess them renting out the entire lot is "any circumstance" and let the buyer beware. Thank you for letting me vent. We will NEVER use Premium Parking again in out travels. **** *****

  

  Business response

  05/22/2024

  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 want to make this right for you and change your experience. In hopes of that we have decided to refund you for your purchase.  The refund will go back to the original form of payment. Please allow 3-5 business days for processing. 

  Customer response

  05/23/2024

  Thank you for your assistance. We received a complete refund today, which is far beyond what I requested. The BBB has won a fan today!

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were visiting *********** and parked by the river. We went in thru the gate and paid $28.42 on our credit card on 05-01-2024. We received a parking ticket for $82.00 stating a non-permit for P407 after we had paid when entering. We believe that this is a scam and we not owe this.

  

  Business response

  05/16/2024

  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 appreciate you and we will make this right!  Please give us a call at ************ option 1, next time you park just to ensure the process is followed.  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I parked in a lot at *********** with no parking attendant, and very little signage that it was a paid lot. There was no gate. I left my vehicle and entered the mall, again, no signage visible between my car and the entrance to the mall. Nothing on the doors exiting the lot. Upon leaving the lot I noticed a sign. I stopped and turned around and tried to download the app. I had no service underground so I had to leave the lot without paying. I then downloaded the app once outside and attempted to pay however I could only pay for future time, not time I was there in the past. I now have bills for $99 which I paid after disputing and appealing with Customer Support. They rejected my appeal. I need a refund for the total amount of ticket *******.

  Customer response

  05/20/2024

  My plate is 4wx117.  Proof of payment of $99, the original violation, and their response is submitted. 

  

  Business response

  05/22/2024

  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 want to make this right for you and change your experience. We will submit for the ***** refund.  Please allow 7-10 business days for processing.  If you ever need help paying for parking upon arrival, please call us at ************ or chat with us on our website.  We are here to support you. 

*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. ↩