ComplaintsforIcon Parking Systems

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  04/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Icon Parking Systems regarding complaint ID ********.
  
  Sincerely,
  
  ****************** ***************************** ****************** *****************************
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28, 2023, I parked my vehicle at Icon Parking - ************* in ***. The vehicle was in Icon Parking possession as of 9:17 AM. At approximately, 1:45 PM, I returned to the garage to drop off a package to my vehicle. I was dropping off some computer equipment. It's heavy! I nicely asked the attendant allow me to bring the equipment to my vehicle or at bring the vehicle to me to let me put the equipment in the vehicle. The attendant refused. He advised me that this isn't a valet establishment. Does it not say on Icon's website that Icon is a valet location except a few select locations. (ie. *******************************************************************************). Per the website, "With the exception of several facilities in Queens, nearly all Icon and Quik Park garages are valet locations. Once you drive up to the facility, our valet attendants will greet you and guide you through the process of leaving your car. You Find It, You Book It, and We Park It!" Upon trying to argue that fact, he tells me that if I want the vehicle to put my equipment into it, I would have to pay $160 to do so, as I would have to pay to get the vehicle as if i was leaving, then pay again to repark the vehicle. Are you f*cking kidding me? After that, I told him I want my vehicle back an I would park somewhere else. I paid the $87.50 for the parking and left. Upon leaving I was stopped by multiple customers about how horrible that parking garage treats people. This is not how you treat a customer! This is bullying and intimidation!!!!!Icon needs to fire everyone who works at that location and to start with new set of employees who know how to respect customers. BTW, I have an audio recording of part of this conversation. I started secretly recording it after he started acting like an moron.

  Business response

  07/17/2023

  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 you will not be allowed to come and go throughout the duration of your reservation. Only one entry/exit is permitted. This information is also listed on the reservation confirmation email that was sent to the customer. 

  Customer response

  07/19/2023

  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:

  [Your Answer Here]

  I'm sorry but this is not acceptable!

  I did not ask to come and go as I please. I asked to drop something off at my car! You are basically telling me that my car is held hostage for the entire duration that it's parked in your parking lots! That is ridiculous! If I asked to leave the garage and come back, I would understand your point. I REPEAT! I DID NOT ASK TO LEAVE WITH THE **** I ONLY ASKED TO DROP SOMETHING OFF THAT WAS HEAVY TO MY **** At this point, this shouldn't even be a discussion. This is how you treat a frequent customer? I park all over the city at multiple different brand parking lots besides Icon and I never got treated as bad as this Icon has treated me! 

  This is complete customer abuse!

  If you don't want to acknowledge your horrible service, then you are just hurting yourselves in the long run! Word of mouth goes a long way! 

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/20/2023

  Accessing your vehicle while is parked is not an option. This information is provided in our FAQs. You will have to speak to the attendant on duty before the vehicle is parked, so that they can determine if your vehicle can be accommodated in a space that is easily accessible. Please note, this is not always possible nor guaranteed. 

  Customer response

  07/20/2023

  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:

  That's very interesting considering you don't always know that a situation like this (wanting to drop something off to my car) will happen. If this was a constant situation that happens frequently from myself, I would understand your point. But, we are talking about something that happened one time. Your lack of any understanding or even any empathy, is disgusting! Moving forward, I will no longer park at an icon or any of your affiliates parking lots. You don't deserve my business! 

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2023, we entered into a 12-month parking agreement with Icon Parking Systems via their website. The contract was for 12 months at their 808 Columbus garage at $593.01 per month, and included all particulars as to the vehicle that would be parked ******* Pathfinder), including the make, model, license plate, etc. After several weeks of parking, Icon insisted that they needed to charge us an extra $200 per month. The purported reason is that our vehicle is oversized. We reiterated that the vehicle make and model were specified in the agreement, and that we should therefore be charged only the contract price until the 12 month period expired. They then asserted that Newer cars are not yet updated on our system and may not properly be tagged on our website and that giving us the contract at that price for our vehicle was an oversight on their part. They now refuse to honor the contract. They will agree to cancel the additional charge for one month only, but insist on either charging us the $200 for the remaining 11 months, or voiding the contract altogether.

  Business response

  06/28/2023

  Most newer SUV models or previously smaller models do not automatically populate as "oversized" when keyed in on the website, even though they are oversized. Unfortunately, the 2023 ****** Pathfinder should be on the oversized list. The customer can choose to cancel their account if they do not wish to pay the additional $200.00 surcharge.  

  A $200.00 oversize vehicle surcharge may apply depending on the make, model, and year of your vehicle. The general rule that determines if a vehicle is oversize requires the vehicle to be181inches in length or longer, or, 65inches in height or higher.

  Customer response

  06/30/2023

  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:
  

  The businesss response is disingenuous.   The contract (and the list of oversized vehicles) makes no reference to the year of the vehicle.  So this is NOT due to it being a newer vehicle.  Regardless, the language that Icon included in its response (A $200.00 oversize vehicle surcharge may apply depending on the make, model, and year of your vehicle. The general rule that determines if a vehicle is oversize requires the vehicle to be181inches in length or longer, or, 65inches in height or higher) appears NOWHERE in our contract, nor in the Terms of Service. They are simply trying to add this unilaterally after the fact.  We DO NOT want to cancel our parking contract.  We want the original terms of the contract honored.  

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  07/11/2023

  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:The *** that the business references does not form and has never formed part of our parking agreement or terms of service.  Moreover, the *** states that consumers should refer to the rates for the actual location to determine the applicable rate for their vehicle.  Our parking agreement reflects the applicable promotional rate for our specific vehicle and specific parking location.  That parking agreement and its applicable terms of service reflect the promotional rate offer that was made by Icon, accepted by us, and memorialized in our parking agreement. Icon cannot now renege on that offer by referring to general ***s.  

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  07/12/2023

  Almost all Icon and Quik Park facilities charge a surcharge for oversized vehicles as long as the facility can accommodate that vehicle size. The general rule that determines if a vehicle is oversize requires the vehicle to be 181 inches in length and/or 65 in height or higher.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I parked my car. I told the icon parking I would be 30 minutes. I arrived to the window before the 30 minutes to pick up my car but one man was ignoring me and the other was talking to another customer. I stood there for a while until someone finally decided to acknowledge me. When I went to pay I was expecting to pay $18.95 however I was charged $42 which is their (8 hour of parking fee) I tried to dispute with manager and he said I went over the 30 minutes. (Yes because he decided to ignore me for 10 minutes)

  Business response

  06/15/2023

  Our system show that the customer parked on June 1st from 3:54 PM - 4:30 PM. The system automatically switch to the next rate once you pass your ***** As a one time courtesy, I honored the up to 30 minute rate for $16 and issued a $26 refund back to the customers credit card. They will receive their refund within 3-5 business days. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After three instances of neglect to our vehicle resulting from Rat damage which occurred on site at the garage at ************************************************* and over 20 years at that garage, the garage refused to refund us for the month we moved to a different garage.

  Business response

  03/01/2023

  Icon Parking has absolutely no record of this customer in our system. There is no record that an account was ever created under this name and the claims department doesn't have any claims submitted for damage. 

  Customer response

  03/13/2023

  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:

  After attempting to resolve this issue with my credit card, I would like to reopen this claim. The company has my name and the account is under my father in law ***** *************. I will be glad to provide documentation of the claims and payments for damages done to the vehicle. 

   

  Icahn is uninformed or untruthful. I can be reached and am glad to provide any and all documents.

   

  Best,

   

  *****

  
  

   

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  03/15/2023

  We are sorry to hear of the damage to your vehicle. Our records show that our claims department issued a payment to you for the damage. As a courtesy, a refund for February 2023 invoice has been processed. Please kindly allow 3-5 business days for your refund to reflect on your credit card.

  Customer response

  03/22/2023

  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,
  
  *******************************
  
  
  
   
  
  

*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. ↩