ComplaintsforPango USA LLC

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the account ******* — I contacted them several times letting them know all sessions beginning May 2023 until recent were not authorized and someone hacked my account and used my card and I’m unable to recover it. They refuse to refund me for all those sessions. The complex and whoever said it’s on Pango. Please refund me for all parking sessions during such period. Thank you

  Business response

  02/05/2024

  We are looking into your complaint. The parking sessions have been consistent since the creation of your account. Notifications have been sent to the same email address you have on file and the same license plate number has been used in each parking session. We don't see any unusual activity that would appear that your account has been hacked. Please provide additional details. 

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My car and phone was stolen actually. I can provide a police report if needed. Here. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This app is predatory. Forces the user to spend $15 in order to park for $1 worth of parking.

  Business response

  12/15/2023

  Our refund processing fee is listed in our terms and conditions.

  Customer response

  12/19/2023

  They promised a refund and did not give a refund. I do not see the refund policy anywhere and it is flooded with fake reviews. Please take a look at the reviews in the app store. I was in desperate need of parking to visit my dad in the hospital and they take advantage of that. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 24th I was charged $22 for parking in York Maine which I was not in I was in Alexandria Virginia. I called to ask for a refund of my $22 and tell them I was parked at the parking lot of Alexandria Virginia at an apartment complex building. I put in the space number that my vehicle was parked in also showed proof of my license plate The application said zone number or space that you are in space number that you were in. So I put in the space number checking the map location of my vehicle. I thought I would have put in the correct information which is asked of me. I called multiple times and they stated. I cannot get a refund because I can't show proof that's where I was looking at the time zone of the map. I Uploaded looking at the time frame of when I started the parking time for Alexandria. Virginia and the parking time for york maine shows proof that I was not in york Me The Uploaded map shows proof of where my vehicle is. If this is what your app does that is proof I was not in York Maine. I was in Alexander Virginia. I just want my money back. I was charged a $12 fee then I was charged $4 for duration of parking. My first time doing this. I have called multiple times and they ignored me. They transfer me to different apartments Each time I called one representative said that they will do an investigation of the amount of the Money the other person said the manager will call you back. Manage call me at 3 o'clock. After being told, a manager would call me at 10:30 and 1230. No one called so I had to keep calling. I called back again and I said the meter chargedme 22 dollars for a Parking space of a state that I was not in.. parking space in the map that shows where my vehicle IS proof that I was not in York me so he said to me. I can't prove it I said if your app is to acknowledge where a person is parked at and what state it is proof so I took a picture of the map stating I was in Washington DC area, which is near Alexandria, Virginia and that there is no way impossible that I could have been in York Maine. This app, I told him is due to just rip-off people if you don't want to refund their money correct he said I cannot prove it. I said where my vehicle is parked shows proof I just want my $22 back. I want the $12 back because if you get charged one time $12 fee and once you cut off your meter and a duration of my parking fee was only $4 and I should have only been charged $4 for parking. I've been to charge a total of $38 for parking for 1 day.I was rip off and pango needs to correct this mistake you can't take someone money like that it's wrong so I will keep all pictures and keep pushing until I win my money back I even called York Maine police department. The police department said that I have to call the park in the authority so I was transferred multiple times by 10 different people I will also show pictures of my call log I've called and I've called and I've called pango. You are just ripping people off

  Business response

  12/15/2023

  After reviewing the system it seems the customer accidentally select the wrong zone when parking. Unfortunately, we are unable to process a refund because upon selection the zone to parking in the customer also confirmed all their parking details in the following parking confirmation screen prior to starting their parking session. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One week ago (1/17), I used the Pango Mobile Parking iPhone app to park at a nearby apartment complex. In the Pango app, I use a wallet connected to my ***** account to pay for parking sessions. I started a parking session around 7:15 PM, received the notification that pops up every time I start a session regardless of wallet balance ("Your wallet balance is running low"), then headed inside. Around 12 AM (1/18), I received email notification from my county that I'd been issued a $50 parking ticket. My Pango parking session had ended at 8:20 PM (1/17) without notification or warning. When I called Pango customer service to explain the situation, I was told that notifications are solely a feature of the premium application. The representative claimed that I had been texted and emailed low wallet balance warnings on 1/17, but my only email notification from "[email protected]" says: Dear Pango User, This is a notification on Parking session Activity. Parking activation, Plate: (license#), Date: 01/17/2023 08:15 PM, Zone: (zone & address) Thank you for using Pango! For more info please contact us at 1-877-697-2646 or [email protected]! Follow and like us on: (socials) In my eyes, the parking ticket I received was completely avoidable and the result of a lack of ample notification from Pango. Talking to a representative, I became upset after the representative repeatedly claimed that many notifications had been delivered, which I do not believe is true. The representative went on to use patronizing and mocking language, at which point I ended the call.

  Business response

  02/02/2023

  We wanted to follow up on your recent complaint about your parking session ending prematurely. After conducting an investigation, we found that both a text message and email were sent to inform you of the low balance and advise you to top up before the session ended. Our team did not encounter any malfunctions with the system.
  

  Please refer to the attached screenshots for more details.
  

  Best regards,

  
  
  
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PANGO app keeps spinning and does not allow you to turn it off. So you call PANGO and you are on hold forever and unable to turn off the parking session. So we call the next day because overnight fee is charged to my account and I realize I am getting the same response I have always gotten EVERY Time I call Pango. Your issue will be researched and we will get back to you within 5 days so I go back to my email and see how many times I have gotten a response or refund in 3 years: 0 times. This is robbery. You have to provide your credit card number and consent to 24 hour charges when you begin your parking session so they basically take your money from the beginning. I asked why is it based on 24 hours bc my guest do not sleep over and they said my apartment complex chose that system. I reach out to my building and they refer me back to PANGO. Seriously this company needs to be investigated. Are refunds ever processed? Are customers feedback ever really researched? And is it legal not to respond after you have taken money improperly?

  Business response

  03/06/2023

  In light of the absence of a specific date on the customer's BBB statement, we have meticulously reviewed the customer's chat history to investigate their prior issue. Our investigation revealed that the customer has previously filed several complaints about being charged for a full day's parking despite attempting to end the session. It appears that the customer's parking session may have remained active for 24 hours due to insufficient connectivity, as the transaction was unable to be completed. As evidence of the customer's initial complaint, we have included a screenshot of their first email on this matter. Furthermore, we received a subsequent email from the customer in January with the same concern, as their parking session was not terminated once again.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 6th I had to use the PANGO app to park and they use practices that will give them money based on consumer error rather than providing a legitimate service. This company makes you pre load money into their app and does not let you pay as you go. Then they don't allow you to park for a set time. They make you park for 24 hours then you have to go back into the app to stop the time. Which is 100 percent them trying to get the 24 hour payment when people forget to get back into the app to stop the parking. It is predatory.

  Business response

  12/19/2022

  Business Response /* (1000, 11, 2022/11/23) */ Please see the attached file

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Used Pango services for over two years. Past three months I started to be billed a subscription fee but did not notice until October, 2022. Called Pango and no one answers. Wrote Pango, and was told they do not initiate subscription and would not issue a refund. Whether a human person initiates or the app defaults to it after an update, I never selected this option. Why would this become an issue NOW after 2 years! It's such a low and nominal fee of 2.99, but there is PRINCIPLE. This likely occurs frequently, as Pango has a FAQ on this matter. This is systematic theft and a scheme to defraud users.

  Business response

  12/21/2022

  Business Response /* (1000, 5, 2022/10/17) */ Its seems that you subscribed to our premium alert service Pango Save. It's important to note that Pango Save can only be turned on/off via the app. No Pango employee or representative can activate or deactivate the Pango Save service. Upon researching your account, it appears you have already turned off your auto renew and your Pango save subscription will expire on 11/01/2022. Please feel free to reach out to customer service if we can be of any further assistance. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that the subscription can only be turned on or off via the app. The issue is the app automatically defaults to SUBSCRIBE upon update of the app. This is a non-response that is scripted to avoid liability. Yes, a human employee cannot change it. The application defaults to subscription mode without requesting approval. Own up to your mistake for a customer that has used your services for over 2 years. It's 2.99/mo. Really?

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for a three-day pass and was still towed. The towing company said I was parked in a different place then I paid for, but I never moved my car and was towed on the last day of my permit. This cost me $185 plus the $40 I was charged for the pass.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/17) */ After further review it was determined that the customer selected and paid for parking in another location then where they physically parked their vehicle. This is why when the towing company checked their license plate it showed unpaid for the location they were parked at.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was towed in my resident lot , under Pango. This was due to an error on the towing company , and also their confusion on Pango's rules , and what is a registered spot and what isn't. Pango claimed 0 responsibility , they refused to contact the towing company , they refused to contact my building , saying all these things are out of their control , but the problem itself stems from their system. They claim all they can do is "provide information" but the root of the issue is a misunderstanding of the rules between Pango and the towing company, and will not be resolved by me reaching out to the towing company , but only Pango, which as stated, they refused to do. Why do I have to suffer because these two companies refuse to work together properly and have a misunderstanding between them that they wont resolve. I'm the one who has to pay $160 because of these two corporations failure, considering taking this to court.

  Business response

  02/02/2022

  Business Response /* (1000, 8, 2021/12/10) */ Good Morning the pango system record when a parking session starts and ends based on the license plate of a vehicle. Please provide the date, time and license of the vehicle towed and we can look into the situation.

*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. ↩