ComplaintsforPilgrim Parking Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a ticket from this establishment for a meter that was clearly marked as broken. On 8/12/24 we were visiting the seaport and found a metered parking spot. I inserted my credit card multiple times in order to make payment but the message across the meter was that it was broken. I also took a picture of the message. When I received the ticket I checked the cars in front and behind me and also noticed that they also received similar citations, most likely because they tried to submit payment without success (attached pictures of those vehicles). I have tried to appeal and got a message back within 2 hours (around midnight of that day) that the appeal was denied. I have searched for reviews on this place and there are numerous complaints about how they do business.

  Business response

  08/20/2024

  Hi,

  My apologies for the confusion and aggravation.  The citation has been deleted.
  

  Kind regards,

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

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

  Customer response

  08/20/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I parked my car in ******* on ************* on 7/1/24. I went straight to the meter machine and inserted the valid card to pay for parking. The display showed that the machine was out of order. I showed and had every intention to pay for parking and took a picture of the machine with the display showing that the machine wasn't working with my card inserted. I got back to my car in half an hour and it was a ticket for unpaid meter. I appealed the ticket the next day and my appeal was rejected based on the company's opinion that I didn't try every avenue to pay for parking such as using other machines or online app. Here I can see the company's tactics as blaming the customer for not paying and not running around the block searching for working stations and, in the meanwhile, having their equipment in a non-working condition. I understand that the machine may be broken but the response from the reputable company (that respects itself and its customers and adheres to fair business practices) would be to resolve the issue by accepting its fault and allowing the appeal.

  Business response

  07/08/2024

  The citation has been deleted.  My apologies for the confusion and inconvenience.

  Kind Regards,

  *****

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

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/6/2024, I parked on ************* and paid the parking fee via the app as the meter was out of service or not functioning properly. That said, I unloaded my vehicle and my two young children (2.5 yr old and a 2 week old) and proceeded to my destination. 15 minutes before my parking was set to expire at 4:07 PM, I attempted to increase the amount of time and was denied. I began packing up my children as fast as I possibly could and began to return to my vehicle. I arrived at 4:08 PM and found my vehicle ticketed by citation #********. Absolutely ridiculous that I did all the right things, paid the fee, attempted to increase the time via the app, and through not fault of my own I was unable, and made it back 60 seconds too late and was ticketed $40. After researching Pilgrim Parking, it appears this is a wide spread issue amongst many of the app users. I attempted to call the telephone number and was connected to some telemarketing call center. I ask that management do the right thing here and void the citation. And if there is any question as to the validity of what I have written above, I encourage a review of the camera footage of the area. Absolute garbage that this is the practice of pilgrim parking.

  Business response

  06/07/2024

  My apologies for the inconvenience and aggravation.  The citation has been deleted form the system.

  Thank you,

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

  Regional Vice ********** *************************************************************

  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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. ***** from Pilgrim Parking was a gentleman, thank you sir. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked in the Seaport on 5/23 in Zone ***** and paid via Passport app as instructed on the broken meter. Upon returning to my car (within the 2 hour window Id paid for), there was a citation (#********) from Pilgrim Parking saying the meter was unpaid, which is not true. I immediately disputed via the appeal instructions, and it was quickly denied. There is no option to call. There is no reason to issue violations for paid meters with proof of said payment.

  Business response

  05/28/2024

  My apologies for the inconvenience.  The citation has been deleted from the system.

  Thank you,

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

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

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Boston based company, Pilgrim Parking (*********************************), has the private parking contract for Fan Pier streets in the ******* area of ******, **. I've been experiencing an issue parking here for over a year - specifically on Bond Street. The signs posted state that parking is enforced 24x7 and there are two ways to pay - either using the street meter *****S or using the Passport Parking application.The main issue is that the *****S are consistently broken, when using a valid credit card you'll receive a message saying "invalid card" when trying to pay. The second issue is that if you try to use the Passport app (which you now have to do since the ***** is broken), it doesn't allow you to start a session until 8am, so if you're parking any earlier than that you have to watch the clock and start a session at exactly 8am. This exact scenario happened this week 5/7/24, I arrived on ******** prior to 8am, tried using the *****, and got the "invalid credit card" error. At 8am I started a 1-hour session using the Passport app. I went to leave before the session expired and had a $40 ticket stating "unpaid meter". I appealed the ticket and sent a screenshot of my Passport Parking session showing a valid parking session from 8-9am. Appeal was denied by Pilgrim Parking saying they "need to see the actual receipt in order to approve the appeal". How and where am I supposed to provide an "actual" receipt and what does "actual" mean - the only proof of receipt is within the Passport Parking app which I provided.They don't allow any means of contact or communication for further appeal.As stated this basic situation of broken *****s has been happening to me on this street for about a year.Additionally I have spoken with meter attendants who work on Bond St. who acknowledge the *****S are consistently broken.I've attached proof of the valid Passport Parking application session.

  Business response

  05/14/2024

  Removed parking citation from the system.  Spoke to customer to resolve issue and to hopefully make her experience less inconvenient and aggravating in the future.

  Thank you,

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

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

  Mobile: **************

  Customer response

  05/14/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 3rd **** at 11:10 am I received a ticket from Pilgrim Parking. Citation #******** in the amount of $40. I parked right next to the only paystation anywhere near that area and tried multiple times to pay to park. However every time i entered my card into the machine, an error showed up on the screen stating "Machine Out of Order". I have a photo of this screen showing the date and time that the machine was out of order. I immediately appealed the ticket via their website, but almost immediately received an email back stating that my appeal had been declined, with the only reason given being that the streets there are privately owned. There is no option to speak to a human or appeal further. This company is attempting to steal money from citizens. Fix your machines if you want people to pay to park. I am not paying a fine because you cant maintain your equipment.

  Business response

  02/06/2024

  Dear Mr. ************** apologies for any inconvenience.  There are signs posted so that customers can pay for parking through the Passport app when parking meters are not functioning correctly.  Nevertheless, the citation has been deleted from the system.

  Have a nice day,

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

   

  Customer response

  02/06/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I parked on Harbor Shore Drive and paid the meter for an hour through the app. When I tried to extend the time by a few minutes, the app wouldn't work. I rushed back to the car and found a ticket written exactly one minute after the meter had expired. I didn't realize at first that this wasn't a city issued ticket, but when I tried to go to the website listed to pay the ticket, it takes me only to the Pilgrim Parking home page- there is no way to pay my citation (#********). I called the phone number listed to pay it there, and it first tried to tell me about a "special offer" and then the person who answered said "Medical Alert Center" and then "can you hear me ok?". This has all the red flags of a scam: no way to pay the ticket, and fees that start compounding after 7 days. Please help.

  Customer response

  02/01/2024

  I have not heard from the business in response to my complaint.

  Business response

  02/06/2024

  Dear ******************,

  My apologies for the inconvenience.  The citation has been deleted for the system.

  Have a nice day,

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

   

  Customer response

  02/06/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 23, 2023 at 1:54 pm, I parked my car directly next to a passport parking sign, Zone #*****, Zone name is H_I.I paid $4.10 for one hour - the meter would have expired at 2:54 pm. Passport Parking session #*********.As I was entering my information in the Passport parking app, another car parked directly in front of me in the same zone. That person got out of his car and walked to the meter, which was about 75 feet on the opposite side of the street. I could see there was a long line at the meter. While he left his vehicle, Pilgrim parking appeared and instantly gave the man in front of me a ticket. I got out not thinking any ticket would be issued to me because I paid via the app before leaving.To my surprise, I returned to my car to a ***** citation for not paying for my parking and the ticket noted the wrong zone number. This ticket was issued minutes after I left. I instantly appealed this ticket, providing evidence of the Passport parking sign, with the zone # i paid for via the app. I received a response telling the private ways on Fan Pier are privately owned but available to the public as part of Fan Pier's Chapter 91 License. Street meter ********************** is availale on the private streets in order to offset the expenses incurred from managing such resources. They we reserve the right to ticket, boot, and tow any vehicle in violations of the parking policy on behalf of the ownership. I question why a passport parking app with a zone number was directly next to my car if I am only allowed to pay at a meter? The ticket also had the wrong zone number. So the maid most likely had the wrong info becuase I cant seem to put this together.. I have not paid this ticket. And have received a overdue notice from the vendor. I would like this ticket removed from my name. Citation #********. Badge #8

  Business response

  01/23/2024

  We appologize for any confusion and inconvenience.  The citation has been deleted from the system.

  Thank you,

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

  Regional Vice President

  Pilgrim Parking, Inc.

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

  Customer response

  01/23/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a parking ticket from Pilgrim Parking on 10/6/23 on ****************** in Seaport. The citation #******** it ****** no visible payment /app. I did pay thru the app. I also had my plaquard in clear view of window. I work for *** hospital as a Homecare nurse and have a ****** Care provider plaquard by the ************** to allow for extended amounts of time d/t patient illness. I attempted to file an appeal but the website is misleading and unable to navigate. I called the number on the ticket and it sends me to buy products. This system has no way to appeal a ticket.I woukd like to appeal this ticket I paid for a meter thru the app to cover while visiting the patient however, ran 3 min late to get back to car due to patient emergency. the plaquard is to allow time for health care providers. I would appreciate you to waive this ticket. I can provide the plaquard number if you need it.Thank you for your assistance.Citation # ********

  Business response

  11/13/2023

  We apologize for any inconvenience experienced due to our error. The citation has been deleted from the system.

  Thank you,

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

  Vice President

  Pilgrim Parking, Inc

  Customer response

  11/14/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a Citation on Liberty Drive in ****** Seaport District on 9/29/23 at 7:20PM. Citation number ********. I have a handicap placard. There are no handicap street parking anywhere near the location I was going to ********************** So, I parking on the street and displayed my handicap placard as street parking with a handicap placard is free with no available handicap spots. I tried to go to the website to issue an appeal as there where no offered handicap spots at all (never mind already taken) for me to choose from instead. However, the website redirects you to passport's website to order the passport service. I then tried to call the number on the citation and that brought me to a pre-recorded line offering free medical alert products and DirectTV promotions. This does not seem legitimate way to run a business with the number on the ticket sends you to advertising.

  Business response

  10/04/2023

  We apologize for the confusion and any inconvenience experienced.  The citation has been deleted from the system.  If you have any questions please contact me directly at (*************.  Thank you, *****

  Customer response

  10/04/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

*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. ↩