ComplaintsforIcon Parking Systems

• 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,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of ********************, Parkside location, since 2019 and I can say that they have been very disappointing within this last year. On June 30th 2022 I had an incident with a parking attendant who racially profiled me, assuming I was not a monthly customer. He even hit my car with his hand and tried to block me from coming inside at 1 am! I had to call the cops because he threatened to call them on me first. I even recorded the incident and took pictures of the attendant just in case. I also was fearful that something was going to happen to my car after that. The next morning, I contacted customer service. I was emailed back stating that they were taking this seriously and someone from corporate would reach out to me. Nobody from corporate did. Instead, the manager of the location decided to speak to me on the phone when I went to get my car and said he was sorry and that the footage was hard to watch. And that he remembers me because Im always so nice and polite. I dont even know why I kept my car in this garage because this is not the same Icon parking company Im used to. It seems that they have become greedy within these last few years with the increased prices and having service that doesnt reflect. I had to cancel my monthly parking because I am without a job and I have to move because of it. I received an email about my monthly payment not going through although I cancelled the parking and then received an email from ******************* person who told me in July corporate would contact me about the racist incident) that I have to pay a termination fee. 14 days later, I receive another email that they ENABLED auto pay on my card without my authorization. If you look, they were in the news for scamming landlords and owing over $7 million in rent. Many articles state that they use fraudulent practices to duck debt, so I guess they use their customers to pay what they owe. Im heartbroken and disappointed by this treatment.

  Business response

  01/11/2023

  ******The customer renewed ********************** subscription to lock in rate. The customer cancelled subscription early and incurred in an early termination fee as describe on their subscription agreement that they agreed to when renewing. The balance owed is an Early Termination Fee that we actually made a $1,000 credit adjustment towards the Early Termination Fee*

  Customer response

  01/17/2023

  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]

   

   Icon Parking has not responded to my complaint

   

   

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

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

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Icon parking holdings is attempting to collect 2 months of parking fees from Jan 2021 and March 2021 which were paid at that time but because they created a second account for reasons unknown to me cannot 18 months later balance their books. They r also adding late fees and r making threats to not release my car to me without payment . Each month was at that time ****** dollars . I have paid them 30 months in payments and owe them nothing. I have corporate statements showing I owe nothing in those months

  Customer response

  12/18/2022

  At this time, I have been contacted directly by Icon Parking Systems regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  Never heard back from company  

   

   

   

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

  Sincerely,

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

  Business response

  01/11/2023

  We have no record of two payments being made in December. The customer was asked Aug 18, 2022 to provide payment proof to the bookkeeper so that we can investigate along with proof for March payment. We haven't received anything from the customer since.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a month to month monthly parking space. I canceled on October 6, 2022 -- and my effective notice was more than 30 days - as I gave an effective cancel date of Nov. 30, 2022. I have already signed up and prepaid for a new lot on Dec. 1, 2022. Now Icon is refusing to release my credit card as of Nov. 30, 2022. I have prepaid for the month of November 2022. So they have no basis to keep my card and to keep charging me. Yet - they say that they can take a $1000 cancellation fee!!!! They claim that I have a longer subscription than just the month to month. This is consumer fraud. I have complained by email, and they refuse to correct.Also - they have been charging me the 18% tax - even though I am a *** resident and a submitted my information to *** as of July 2022. They owe me money for that as well.Also - I was onlyabout to contact customer service by mail, and thus, you cannot talk to a person. The email responses are nonresponsive, and they do not even come from the same person. I am attaching my cancellation form, which clearly gives more than a month's notice. Nowhere on that document does it say that I have to pay a cancellation fee of $1000!!!!!!

  Business response

  11/10/2022

  We regret to inform you that we cannot remove the cancellation fee. Based on our records, our records show that the customer signed up for a six month subscription plan for monthly parking which is ending on 01/31/2023. If the customer cancels the monthly ********************** earlier than the end date, he or she will be subject to 50% of the remaining subscription term balance, up to $1,000, per the Terms and Conditions you agreed to upon enrollment.
   
  For more information on monthly accounts, general billing, and many more helpful topics, please visit our FAQ Page.

  Customer response

  12/11/2022

  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

  04/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have been a customer of Icon ******************** in *** for a very long time and never had an issue until the last time I parked there at the end of March. They put some scratches in my car and refuse to take responsibility for it. Unfortunately at the time we went to get the car the attendant was not in the lot so we had to wait a while, and when he finally returned we just got in the car and left. Never having had a problem with their garages before, I neglected to walk around the car and only saw the scratches when I returned home. The damage isn't a lot, but it's now several hundreds that I will have to pay to get the scratches that were absolutely 100% done at the garage fixed. I tried for nearly two months to get it resolved with them. Very sad they can't take responsibility for their actions.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a 6-month monthly parking space as car #** in your Soho Village parking location at ************************************************************* wanted to cancel the rest of my term due to the extremely rude parking manager *******. He gives me a rude attitude whenever I go to pick up my car. Everyday I drop the car off at 9am, return to pick it up at 6pm, and in case I'm early to pick it up, I text the app 1 hour before, like he instructs me to. It doesn't seem like anyone looks at the app to see that I've requested the car, and the last time I picked up my car, ******* was sitting in the attendants' booth, the parking lot was empty. He said to me "you show up early, you know where your car is? buried". It is not my responsibility to manage how full the garage is, and ******* had 1 hour to get my car ready. Yet he was sitting in the booth watching tv and upset that I interrupted his leisure time. We got into an argument where I told him to stop giving me an attitude every time I pick up my car and I always follow his protocol of texting an hour early.On Dec 20th, 2021, there was a new young attendant who couldn't locate my car when I came to pick it up. He called ******* and put him on speaker phone to ask where my car was parked. Since ******* was on speakerphone, I heard him refer to me as the "chinita" which is a racist derogatory term. I was so upset by the experience that I didn't want to return. I stopped my autopay and will not pay a dollar more. I will not follow the protocol of canceling online because it requires a 30-day notice and will charge me for January 2022, which I will not agree to.Now I still receive the monthly **** of my outstanding contract, totaling over $2,500 for the last 4 months and I would Icon to cancel this **** due to poor service.I have emailed the customer service email several times, with no response. The phone line rings and no one answers. Please help.

  Business response

  04/27/2022

  Thank you for contacting Icon Parking. We are sorry to hear about your negative experience and do appreciate feedback as it helps us identify areas where service can be improved. Please be assured that we take these allegations very seriously. We hold our employees to high standards and behavior of this nature is never tolerated. Your email has been forwarded to ****************** our ************************** and the District Supervisor in charge of the location so that they are aware of this report and can conduct an internal investigation.

  We are waiving the Early Termination Fee so that the account reflects a zero balance.

  Customer response

  04/28/2022

  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.  I wait for the updated statement balance reflecting $0 on my balance.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9-13-19 i used the icon parking located at ***************************************** i when i arrived an attendant took my car and parked it which i noticed the cars were parked very tight when i returned i noticed the atten that brought the car back had keys attached to his pants waist which prompted me to look over my car thats when i noticed a wait high scratch along the front of my car i noticed the person in charge who identified himself as ****** he was very rude and combative he had me file a complaint on a iPad he had. No one reached out to me so i emailed and no one reached out in ************************************************************************************ no one did so i reached out and i got a automatic response saying my email was blocked and when i called the rep told me my case was closed no one asked me for pictures or reached out to as me anything about the incident how can the case be closed and why should i have to pay to repair damages to my car that i didnt not put there prior to going there the day my car was parked for a month due to me having surgery and it has taken me a while to reach out to BBB due to many surgeries this companies lack of interest in resolving a paying customers issue is unprofessional and unfair i have the case number stay were provided to me and pictures of my car my car was a brand new 2019 car at the time

• Initial Complaint

  11/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is in regards to fraudulent charges by this business. I prepaid for services on 11/19/2021 at a particular rate which is guaranteed through an agreement between the business and me on a mobile application platform. The business refused to honor the original rate that was guaranteed in the contract. They refused to release my property back to me until I paid excessive charges 150% more than the original rate agreed upon by both parties in the original contract. This is a breach of contract and fraudulent charges.

  Business response

  11/22/2021

  In order to look into this matter, please have the customer provide a copy of the ********************** receipt or reservation voucher. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Looks like company did a name change to iPark at the facility I parked at. They deactivated my account without notification as Aug/ Sept. 2021. Tried calling, they don't pick up phone, can only send query via email which I did on 9/7/2021. Got no response. Received a **** from at same facility now called iPark.com for $661.06 what appears for prior month of ********************* I am moving out of state so don't need the space anymore and wanted to talk to someone about but no one ever called or responded to email and now it seems like I am getting saddled with ****. I worked from home during the pandemic and only was keeping the parking space in case I had to go into office. So when my account was deactivated with no explanation I wanted to speak to someone or contact someone to discuss. Instead I got this **** which I am not paying since I do not need the space and did not use the parking facility and to charge me for past month ******************** when they deactivated my account seems like a scam to collect money.I want to cancel the parking space in whatever facility they are now calling themselves and want confirmation in the form of email or letter and also stating I owe NO balance especially since THEY cancelled the account on their own accord, without any prior notification of what they were doing and since I did not sign a contract with iPark either. Thank you

  Business response

  11/03/2021

  As of 8/29/21, Icon Parking is no longer operating the parking facility on *******************************. The new parking operator is iPark, and we have absolutely no association with that parking company. The customer must contact the new operator to rectify this matter. There website is ******************* 

*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. ↩