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Business Profile

Parking Facilities

Icon Parking Systems

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Facilities.

Complaints

This profile includes complaints for Icon Parking Systems's headquarters and its corporate-owned locations. To view all corporate locations, see

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Icon Parking Systems has 33 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Icon Parking Garage; ***************************************************************** LLC 26 October 18th 2024; I picked up my car from the garage and notice a sizeable dent/chunk out of the rear bumper. I bring this to the attention of the on staff parking garage attendants. They tell me the manager will need to file a ***ort and send it to the claims department and he's not here. "******" is the manager. I say ok thanks, and I take the email and phone number. I send in my information and follow the instructs. Nothing back for weeks, then i call again and have to come in to fill out another form with the manager who says he will forward to claims department. Weeks go by I follow up, nothing. I follow up weekly to see what the situation is. Months go by. I keep calling and emailing. Nothing. Finally in January of 2025 a claims *** calls me to explain there's nothing they can do because they whipped the video footage and wont take responsibility for the damages. If you ****** the company they have a history of this exact treatment. History of negligence and ignoring the issue until they can claim they don't have the paperwork or video footage anymore.

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This business arbitrarily increases and decreases rates at will. They set me up for autopay without my approval and are not working with me to reverse a double payment mistakenly made for January.

      Business Response

      Date: 01/07/2025

      I would like to sincerely apologize for the miscommunication that occurred during your recent interaction with our team. We understand how frustrating and confusing this situation must have been, and we deeply regret any inconvenience it may have ********* Icon Parking, we strive to provide clear, accurate, and helpful communication in every interaction. Unfortunately, on this occasion, we fell short of our standards. Please know that we take this matter seriously and are addressing it internally to ensure such mistakes are not repeated in the future.We value your time and trust, and I want to assure you that we are committed to making things right. A refund has been issued for the duplicate payment. Please kindly allow 3-5 business days for it to reflect on your credit card.

      Once again, I apologize for the confusion and thank you for your patience and understanding. We truly appreciate the opportunity to serve you and look forward to restoring your confidence in us.

    • Initial Complaint

      Date:09/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 started parking at IconParking at ********************************* and around March 2023 about six months later they Raise my rent 30 bucks without giving me any warning I let it go. I just paid it. No big deal today I look Im going to pay my bill and a raise my rent for my parking up to 575 dollar They sent me an email on September 17 to tell me this when I know its they have to give me at least 30 to ******************************************************************************************************************************* it was not due. I brought up to my building pay $380 for the same parking lot and her vehicle is bigger and shes just started there within the last three months.. Opinion I IconParking is gouging prices or price gouging.

      Business Response

      Date: 09/20/2024

      I wanted to take a moment to express my understanding regarding the recent increase in rates for our parking services. We hope that you recognize that maintaining quality and sustainability often requires adjustments in pricing, especially in these challenging times. The increase Letter was sent on August 7, 2024. While any increase can be difficult,  I hope that its clear that we are committed to delivering the best experience possible and we believe that this decision is necessary for continued excellence.We look forward to continuing our relationship.

       

    • Initial Complaint

      Date:09/19/2024

      Type:Order Issues
      Status:
      Answered
      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 been paying my parking garage with out any issue but the company now is increasing the rent of my parking space every two months and they are adding additional charges that doesnt make sense even in their contract doesn have anything that says that they will be increasing the rent every two months

      Business Response

      Date: 09/19/2024

      Thank you for choosing Icon Parking as your trusted parking service provider! We understand you have options, and we are committed to delivering the highest level of service and value. As we navigate the increasing costs of operations, it has become necessary to adjust our monthly parking rates to maintain exceptional service. Effective October 1, 2024, the following changes will take effect: * Your new monthly parking rate will be increased by 6.5% plus applicable taxes and fees. * A $10 monthly account maintenance fee will be added which will help cover costs for administrative access, secure billing connectivity, and service. * Receive 50% off daily rates as an Icon Rewards member. Visit ****************************************** to learn more and enroll for this exclusive offer. Once you enroll, download our iconGO mobile app and sign in to use your Icon Rewards digital card at nearly 200 other Icon Parking locations. Should you have any questions or feedback to ensure we meet your parking needs, please feel free to reach out to us at *********************************************** We sincerely thank you for your understanding and patronage. It is our pleasure to serve you as we strive to continue providing you with the same high-quality parking experience you've come to expect from Icon Parking.

      Customer Answer

      Date: 09/20/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       No changed has been made to the parking lot , same amount staff working at the parking lot and increasing the rent 4 time in less than one year there not justification 

       

       

      also legally this action taking by the corporation it is not on the terms and condition and user agreement that I signed

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 09/24/2024

      I wanted to take a moment to express my understanding regarding the recent increase in rates for our parking services. We hope that you recognize that maintaining quality and sustainability often requires adjustments in pricing, especially in these challenging times. The increase Letter was sent on August 7, 2024. While any increase can be difficult,  I hope that its clear that we are committed to delivering the best experience possible and we believe that this decision is necessary for continued excellence.We look forward to continuing our relationship.

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A parking attendant at the ****************** (entrance on *************) garage operated by ICON Parking crashed my car upon pickup. He backed up suddenly after almost reaching the exit and then collided with an obstacle or another car - the bang was very audible to me and other bystanders. The attendant gave me an incident report form which he also signed and handed me a copy.The car's lift gate is badly dented, paint chipped and the trunk does not open anymore. This occurred on April 28, and for the past 5 days I have been trying to get a hold of someone. After literally hours in a phone cue and multiple call-back requests someone called me back and hung up before saying a word. A day later I managed to get someone to finally call me back for real which lead to an email to be send to *************************************** with specifics and photos. The person even asked me to send it right away.Two days later I have still not received a reply, I have no idea what the status is and again nobody is picking up the phone. This issue is urgent since I need this car for my work and cannot do so because the trunk is not operational - all other cosmetic and potential structural damage aside.

      Business Response

      Date: 05/10/2024

      Our claims team received notice of ************************ claim on 5/1/24 with incident date of 4/30/24. An adjuster reached out to ******************** on Rriday 5/3/24 to discuss her claim where is indicated she will send over 2 estimates from her shop of choice. we have yet to receive these estimates. Additionally, we have reached out to ******************** upon seeing this complaint  today 5/10/24 and left a voicemail requesting a call back. Once Icon receives the requested estimates from ******************** we should, we can then process her claim.  

    • Initial Complaint

      Date:03/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      the staff at *************************** d/b/a Icon Parking ************************************ refused to let me file claim yesterday 3/27/2024 . theirstaff scratched my car(photograph emailed to them already) and their staff doused my car with cologne, the staff spilled cologneeverywhereon the seats. the smell was so putrid that I still can't get the smell out despite leaving all the doors and windows open, the smell was so bad I got lightheaded and dizzy from the smell RE: Ticket Number ******

      Customer Answer

      Date: 04/21/2024

      Better Business Bureau:

      At this time, I have not been contacted by Icon Parking Systems regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello, My name is ******************* and I work at ******************************. On September 7th (Our first day back to school) I parked in the garage on *************. At the end of the day I picked up my car. While on the highway going home my warning light turned on and the screen said "No Key detected" I immediately checked the cup area and dash and the key was not there. The keys were not there. I called the garage to see if he still had it, the guy (*****) rudely said that he didn't have it and that he put it in the car. When I got home I searched all through the car and the keys were not in the car. I called him back to ask if he could check around. Once again very rudely said he didn't have the key and that I can call tomorrow. I asked him to please humor me and check again because I was sure it wasn't in my car and he refused. I then called the head of security for our school that works with the manager from the garage, ******. The next day, I went to the garage and once again the guy was very rude. He said I can seach the whole garage if I want but the key wasn't there. I walked around and even checked the garbage cans with no help from him. He was rude and obnoxious. He told me that I probably left my keys in a supermarket on my way home. The head of security at my job spoke to ****** and was told that he was going to reach out to me and I haven't heard from him yet. I'm gathering the invoices to get reimbursed for losing my keys and want to know who I should send the my property and want to know who to send it to. I sent the above information to customer service and was given the run around with unrelated question and no one would contact me, just sent emails with unhelpful information. After getting the run around for weeks to later send me an email stating that they investigated and found that the key was not lost in the garage and they were not reimbursing me. They didn't talk with me on the phone, I didn't see a video or anything for this investigation they said they had. It turns out that the person that lost my keys (*****) is the supervisor for that garage so my complaint went to death ears.

      Business Response

      Date: 10/18/2023

      According to the district team leader, he reviewed the tapes and concluded that the keys were indeed inside the vehicle when given to the customer. When the customer received the vehicle, it was turned off. The customer needed the key to start the vehicle and exit the garage. This information was relayed to the customer. Since the key was in the vehicle when the customer left, we could not authorize a credit for the cost of a new key fob nor reimbursement for parking. 

    • Initial Complaint

      Date:09/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My husband parked in his car in their lot. They damaged the car. He notified them immediately. They filed a claim. They said they would take care of it. They told me to get two estimates. We did that. We need to fix the car already. They keep saying now that they need to get back to us with the video footage. They have not done that. We have video footage of my husband leaving my house and going straight there with no damage. They need to just take care of the car that they ruined.

      Customer Answer

      Date: 09/26/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:09/21/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Bought a parking spot on Icons app. Was charged $15 + $1.50 convenience fee. When I went to pick up my car, I was told it was oversized and would need to pay another $16.50 to get it back ($15 for oversized + $1.50 convenience fee again). This oversized charge was never advertised on the app; however since I had already parked and paid, I had no choice but to pay the additional money in order to get my car back. Entrapment. Additionally, signage in the garage indicates that the convenience fee is to be charged once and the oversized fee is $12.67. Not only was I forced to pay extra money that was not advertised anywhere on the app (had it been, I would have parked elsewhere), but I was overcharged as well. This place engages in deceptive business practices. Park elsewhere.

      Business Response

      Date: 09/26/2023

      Icon Parking never charges the oversize fee in advance. The vehicle is assessed once you arrive to park and if the vehicle does not meet the standard size requirement you are charged the additional $12.67 + ******% tax which totals up to $15.00 per every 24 hours. Please note that before our website allows you to finalize your booking, it is required that you acknowledge and accept our terms and conditions which states that an oversize fee of $15.00 per 24 hours will be collected at the location if your vehicle does not meet the standard requirement. The general rule that determines if a vehicle is oversize requires the vehicle to be 181 inches in length or longer, or, 65 inches in height or higher.

      Icons $1.50/ per session convenience fee on daily transactions offsets the costs of maintaining and optimizing our technology and supporting future service developments to provide a seamless, hassle-free parking experience for our customers.

    • Initial Complaint

      Date:08/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 emailed the corporate office for help and they stated this business practice is allowed which it is not. I parked in the wrong parking lot. I showed an employee the phone app that displayed my prepaid parking when I was first entering and said can I pay with this now? He looked at it and said you can show us this later and in no way informed me I couldnt use it.I later discovered I had parked at the wrong parking site and the employee should have told me that the parking app was not acceptable instead of telling me I could pay with it later. That type of misrepresentation is fraud.I know it wasnt confusing because I have a recording when I returned. Immediately, once an attendant saw the same pre-paid parking on my phone, he said it wasnt acceptable. But this time I owed $23 vs when I first pulled in and owed nothing.

      Business Response

      Date: 08/10/2023

      Whenever a reservation confirmation is sent to the customer, it includes the entrance address on it. The entrance address is also listed on the website and will direct you to the front of the location. Please note that before our website allows you to finalize your booking, it is required that you acknowledge and accept our terms and conditions as well as the redemption instructions which states that when you return to the facility to pick up your vehicle, please present your digital or paper ticket to the cashier. You can then scan your reservation bar code on the scanner outside the cashier booth or show the attendant your Icon Parking reservation information. 

      Customer Answer

      Date: 08/23/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Ref ********

      I’m not sure why I got a message saying I failed to respond to something.  Because I never received any message to respond to.  I’d like a copy of that supposed message forwarded to me please from the bbb

      The complaint was not resolved because, in the end, icon parking is claiming they don’t even own the lot I parked in. I do not believe this.

      If anyone reviews the correspondence, they stated multiple times that they spoke to employees to correct behavior.  Well then that’s clearly a lie.

      Additionally, they would have known from word one it wasn’t their lot because the address was entered in the very first message.

      Lastly, it clearly says online the address of the parking lot belongs to icon.  They never acknowledged this because they can’t without obviously lying.  Or at the least, they should be upset if it truly isn’t theirs, that’s fraud on somebody’s part, misrepresenting them like that without their consent.

      See attached screenshot 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

    Icon Parking Systems is NOT a BBB Accredited Business.

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