ComplaintsforLAZ Parking

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Incident took place on June 13th @ 9:13pm. I am being charged for not renewing parking in a lot that $ was intended to be collected by the employee at entry. There was an issue with his system and he instructed me to pay at the machine with the first option and said it would be good for the night. The detailed story is below. I was trying to park in the ******* lot but it became full and I was directed to the *** ****** ****** lot. I entered this lot from ******* St. If you check the security footage for this lot, you will see I am one of the first cars to enter and approach the employee. Your employee was on the phone due to an issue with his card-reading device. I waited a few minutes. He then told me to go pay at the machine and pick the first option, it would be the same price for the evening. His instruction indicated that the price for the first option of 2 hours was going to be the same as paying through him and would not need renewal as I was in the lot he was in charge of and directed me to. I clarified that if I was attending an event past two hours it would still be that price. He was adamant that it was correct. If the employee did not tell me it was the same price or just told me to use the machine I would have renewed. I should not have to pay $30 for an employee error in communicating and a lack of sufficient technology with LAZ parking.  I park with LAZ for events frequently. I have never had this issue before. I feel since I communicated with the employee and was following his direction this should be reduced to a warning and the fine removed. LAZ can view my previous park mobile transactions to see that I always renew my parking prior to expiration. In the future if machines are not working employees should not monitor the lot entrance as this clearly is causing issues. It is the responsibility of the employer to provide technology that works. This is the not the first time I have seen employees struggling with their payment systems.

  Customer response

  06/18/2024

  Hello, I had submitted a complaint via your website on 06/15. 

  
  

  This complaint has been resolved through the business directly to my email. Is there a way to mark this as a successful resolution? The business was professional and quick to get back with me. 

  
  

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

  ReplyReply allForward

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I parked in a lot on 3/14/24 at 1:50pm I parked in a lot by LAZ Parking to head into a law office nearby after being the victim of sexual harassment and assault. I paid through the website listed on the signs and followed the process accordingly. It was a total of $5.35. I tried logging in while at this appointment and it said "no reservations found." Screenshots provided of it and receipts. I got back to my vehicle and looked for an attendant to make sure everything was fine but there was not one in the lot. TWO MONTHS later I received a "fine" in the mail stating that I am being fined for not paying for parking. I did pay for parking and superseded ensuring everything was done correctly. I was indeed charged for parking that day. The FINE is $92- NINETY TWO DOLLARS! $92 is ridiculous by any account, especially for a fine when someone paid and input their credit card into the system to pay for the parking charges. This is predatory on all accounts. I feel revictimized over parking and needing to park to consult with a lawyer over sexual and physical assault. This was already a horrible day, week, and an overwhelming couple of months dealing with court, statements, testifying, appearances, hearing, etc. Now for the past 2 weeks I have been emailing PRRS to resolve this issue and am met with automatic email responses and then eventually a different representative asking me for the same information I have already sent a dozen times. I am sure this is done intentionally and not to be helpful. This must be a tactic in an attempt to ensure payment of the $92 bill I am being extorted to pay. I continue at this very moment to get the runaround from anyone at PRRS using the email provided on the notice I received in the mail. **********@parkingrevenuerecovery.com. I plan on forwarding these emails and notice to my lawyer and victim advocate working on this current case and seeking help and guidance as I very much feel preyed on by this company.

  Business response

  05/10/2024

  LAZ Management has reached out to the customer, apologized for the situation, and told her that the citation was being voided. She appeared to be happy with this outcome and we assume she will be relaying this to you. 

  Customer response

  05/17/2024

  I accept the business's response to resolve this complaint. They reached out in a timely manner. LAZ Parking was very professional and polite in their communication and verified the information promptly to resolve the concerns. Greatly appreciated. 
  

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $15 as instructed and the parking atten***t told me to park on level 2. The row was half full with SUV’s, trucks, etc including on the ends on both levels. I backed in and did not see anything listed not to park there as I do not have a back up camera and didn’t see anything posted on any other spot. I received a ticket showing compact parking only. My other car is a compact Honda Accord Se*** measuring 195” in length. My Jeep measures 189” in length that I got a ticket for. I have a clean driving record and never had a parking ticket. I’m requesting as a one time courtesy, this citation to be reduced to a warning only with no payment being necessary. The location date time was 2/10/2024 at 8:07pm at the Neil Ave Garage. Violation # ************ Officer GR.

  Business response

  02/13/2024

  Dear *** ********:

  This is a valid citation for being parked in a compact car space. Your vehicle is not a compact car and there are signs posted in the Parking stalls clearly stating SUVs, Vans, and Trucks are prohibited.  These Vehicles are not permitted to park in compact car spaces at this location due to their height and size, regardless of if they fit in the space or not. The objective of the Compact Car only spaces in this garage is to allow for greater visibility for vehicles making turns in the Garage.  Pedestrian and vehicle safety is our highest priority at LAZ Parking and while the vehicle may fit in the location the view obstructions that it may present put our customers at risk. Therefore, only low-profile compact CARS are permitted in these locations. As a one-time courtesy, this citation is being reduced to a warning only. No Payment is necessary.  Thank you for your business.  

  Customer response

  02/13/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/09/23, I paid for parking using the QR code posted in the parking garage at *** ** ***** **** *********** The garage advertised $5 parking, and we paid $5.35 (per our credit card records). We received a notice (******-******) in the mail on 12/20/23 charging us $92 and stating our parking had expired while we were in the garage. We parked in the garage for 4 hours, and there were no signs posted in the garage indicating a time limitation on the $5 charge. Additionally, the notice does not provide specifics on how long we were in violation or the amount of time our $5 payment covered. If we knew there was a time limitation, we would have either paid for more time (there was no option to do this on the QR code site) or found a different location. Charging a $92 fee to a paying customer who followed the directions on the signs in their garage is a predatory practice.

  Business response

  01/09/2024

  ******* ****' via Dispute Resolution - Shared Inbox <[email protected]>
  10:40 AM (5 hours ago)
  to [email protected]
  
  Trezon- Regarding this complaint  with ******* *******– I have been informed that our Cincinnati team has resolved this issue and that they will reach out to the customer again to confirm everything is resolved.
  
   
  
  Thank you
  
   
  
  **** ****
  
  Senior Bookkeeper
  
  W ###-###-#### | C ###-###-#### | F ###-###-####
  
  *** * ***** *** ***** *** | Columbus OH 43215 Web | Facebook | Instagram | Twitter | LinkedIn | YouTube
  
   

  Customer response

  01/09/2024

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ******* *******

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked at the deck adjacent to my hotel in Memphis Tennessee. I attempted for probably an hour to pay as directed upon arrival at the parking garage. I received numerous errors to the point where I called the number provided and was told “text please” and when I texted back, never received a reply. I then went downstairs and found someone affiliated with LAZ parking and told them the situation at which point he wrote down my license plate number and told me that I would not be charged since it was an error on the company’s end. The parking rate was something like $26 a day, which I was trying to pay and would have gladly paid as I was there on business. However, as detailed above, was not able to make a payment. Weeks later I received a bill and violation notice from the company for $92, roughly 4x the amount I should have been assessed. I filed a dispute with the company and did not hear back. I sent multiple emails requesting the company acknowledge receipt of the dispute and only ever got automatic replies saying they have a backlog of around 14 business days. Weeks later I received another piece of mail, this time from a law firm saying the amount was in collections. Like I said, I would have been happy to pay the $26, but I believe it is the company’s own fault for not having working technology for me to make that payment. Certainly I shouldn’t be assessed a penalty for their own lack of working technology. Previously I had parked at this deck with no issues paying as I exited, this being prior to LAZ buying the deck.

  Business response

  01/03/2024

  I Spoke to Mr. **** on 1-3-23.  After conversation, I will send over a request to our third-party vendor (PRRS) to dismiss citation.  Normally takes about 5-7 business days for adjustment to happen. He can check through PRRS web portal that's listed on citation.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shows nowhere insight that I parked my vehicle in a paid parking spot. I never been to this establishment and saw an available parking spot and proceeded to park. I was towed for failure to pay which I again saw no sign to indicate or tell me otherwise.

  Business response

  11/21/2023

  Good Morning - 

  
  Based on the photo provided, we believe we are aware of the location that the individual was parked at. This location has a large sign at the entry of the lot depicting it is a paid lot and multiple signs throughout the lot with information on how to pay. Due to this, a refund is not due. If the parker has any further questions, we would be happy to work with them directly if they reach out to our regional office. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I parked in this lot for a total of 22 hours on Friday October 27th. I have a friend who lives in the building attached and have parked in this lot many times. Historically, parking is $15 for up to 24 hours of parking but I noticed the price had changed to $25 for 10-24 hours of parking this trip. When I paid my ticket, I was charged $50. Thinking I was overcharged, I emailed the business manager and let them know about the situation. I was told that the rates are $25 for 10-24 hours, but the rates “reset” at 4am. I arrived to the lot at 6:45pm and left at 4pm the next day, which was charged as being 2 separate reservations (6:45pm-4am, then 4am to 4pm), which would be $25 each. This was absolutely not made clear and has never, ever been an issue in the past. I firmly believe that to advertise 24 hour parking for $25 ONLY if you park from 4am to 4am is a gross misrepresentation of the pricing and purposefully deceptive information. I have attempted to reach out to the business but usually have to email them twice before getting a response and rather than being willing to engage in conversation, they continue to defend their deceptive practices. I have no doubt that this business knows how they are misrepresenting their charges and deceiving their customers. To advertise $25 for 24 hour parking but proceed to charge me for 48 hours worth of parking is ridiculous and a horrible business practice. I want the state to be aware of this.

  Customer response

  11/14/2023

  ****ing or Collection Issues
  ****ing or Collection Issues
  select
  Problem:
  I accidentally filed this report to a different Laz Parking location. This is the correct one. I parked in this lot for a total of 22 hours on Friday October 27th. I have a friend who lives in the building attached and have parked in this lot many times. Historically, parking is $15 for up to 24 hours of parking but I noticed the price had changed to $25 for 10-24 hours of parking this trip. When I paid my ticket, I was charged $50. Thinking I was overcharged, I emailed the business manager and let them know about the situation. I was told that the rates are $25 for 10-24 hours, but the rates “reset” at 4am. I arrived to the lot at 6:45pm and left at 4pm the next day, which was charged as being 2 separate reservations (6:45pm-4am, then 4am to 4pm), which would be $25 each. This was absolutely not made clear and has never, ever been an issue in the past. I firmly believe that to advertise 24 hour parking for $25 ONLY if you park from 4am to 4am is a gross misrepresentation of the pricing and purposefully deceptive information. I have attempted to reach out to the business but usually have to email them twice before getting a response and rather than being willing to engage in conversation, they continue to defend their deceptive practices. I have no doubt that this business knows how they are misrepresenting their charges and deceiving their customers. To advertise $25 for 24 hour parking but proceed to charge me for 48 hours worth of parking is ridiculous and a horrible business practice. I want the state to be aware of this.
  
  Desired Resolution / Outcome
  Desired Resolution:
  ****ing Adjustment
  ****ing Adjustment
  select
  

  
  

  Business response

  11/14/2023

  Re: BBB 20833369 ******* ***** sent to BBB on 11/6/2023
  
  
  '****** ******' via Dispute Resolution - Shared Inbox <[email protected]>
  9:48 AM (2 hours ago)
  to [email protected], Jeremy
  
  Good Morning –
  
   
  
  I hope this finds you well. I was unable to find the link to respond to complaint #20833369 via the below email, so please let me know if this may need to be sent elsewhere.
  
   
  
  On 10/28/2023, the below parker reached out to our customer care team about their request to be refunded. Our customer care team responded shortly after explaining that the locations rates reset at 4am, but looped in management of the site to provide further details. A response was provided to the parker on 10/30/2023 explaining the rate bands, how the rates reset, and how the system calculated their charges. The parker responded explaining their position, and stated they would be filing a complaint with the BBB if a refund was not provided. At this point, the complaint was escalated on our team, and a director responded to the parker by providing their phone number to discuss the matter on 11/3/2023. The parker responded stating that they were unwilling to make time to call in that week unless we were going to provide a resolution.
  
   
  
  The rate signs at this location state that stays above 12 hours is $25, and that rates reset at 4am. The timing and policy of the rate resets at this location have not been adjusted since the opening in 2018. Due to this, a refund is not due.
  
  Please let us know if you have any questions.
  
   
  
  Thank you,  
  
   
  
  ****** ******
  
  Senior Project Manager
  
  W ###-###-#### | C ###-###-#### | F ###-###-####
  
  *** * ***** **  * ***** *** * ********* ** *****
  
  Web | Facebook | Instagram | Twitter | LinkedIn | YouTube
  
  
  
  This email may contain material that is confidential, privileged and/or proprietary and is meant for the sole use of the intended recipient.  Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited.  If you are not the intended recipient, please contact the sender and delete all copies.
  
   
  
  From: ***** ********
  Sent: Tuesday, November 7, 2023 11:41 AM
  To: ******* **** <********************>
  Subject: BBB complaint
  
   
  
  Hi ****, See below. Could you assist me by forwarding this BBB complaint to our contact in Cincinnati, Ohio. I am not familiar with who that is.  Thank you. 
  
   
  
  Sent: 11/7/2023 11:21:53 AM
  
  From:
  
  BBB of Central Ohio, Inc.
  
  To:
  
  ******* ******* ; Handler ; Handler ; Handler
  
  Subject:
  
  BBB Message: Better Business Bureau has received a customer concern about your business
  
  This complaint requires action on your part. After reading this message - click here to view your options.
  
  This message originally read on 11/7/2023
  
  ***** ********
  LAZ Parking 
  *** * ***** ** *** *** ******** ** *****
  
  Re: BBB 20833369 ******* ***** sent to BBB on 11/6/2023.  
  
  Dear ***** ********:
  
  We offer you the opportunity to preserve customer goodwill by addressing the issues presented in this complaint. Responding to a complaint is one way you can show you are committed to trust among your customers and the business community as a whole. The details of the customer’s experience are below for your reference.
  
  Please review the information below or attached and respond within the next 7 calendar days.
  
  Please understand the customer's complaint and your response may be publicly posted on BBB's website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  If you received this complaint by email, simply click the “Respond to this Complaint” link on the left. 
  
  Please include the complaint ID  20833369 when responding. If we can be of any help, please reach out to us. We appreciate your cooperation in resolving this matter quickly. We are glad to be a partner in advancing business trust!  
  
  Regards, 
  
  ****** *****
  BBB Dispute Resolution Team 
  BBB Serving Central Ohio
  [email protected] 
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ******* *****
  
  -, OH 45040
  Daytime Phone: ###-###-####
  E-mail: *************
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  ****ing or Collection Issues
  
  Customer’s Statement of the Problem:
  
  I parked in this lot for a total of 22 hours on Friday October 27th. I have a friend who lives in the building attached and have parked in this lot many times. Historically, parking is $15 for up to 24 hours of parking but I noticed the price had changed to $25 for 10-24 hours of parking this trip. When I paid my ticket, I was charged $50. Thinking I was overcharged, I emailed the business manager and let them know about the situation. I was told that the rates are $25 for 10-24 hours, but the rates “reset” at 4am. I arrived to the lot at 6:45pm and left at 4pm the next day, which was charged as being 2 separate reservations (6:45pm-4am, then 4am to 4pm), which would be $25 each. This was absolutely not made clear and has never, ever been an issue in the past. I firmly believe that to advertise 24 hour parking for $25 ONLY if you park from 4am to 4am is a gross misrepresentation of the pricing and purposefully deceptive information. I have attempted to reach out to the business but usually have to email them twice before getting a response and rather than being willing to engage in conversation, they continue to defend their deceptive practices. I have no doubt that this business knows how they are misrepresenting their charges and deceiving their customers. To advertise $25 for 24 hour parking but proceed to charge me for 48 hours worth of parking is ridiculous and a horrible business practice. I want the state to be aware of this.
  
  
  
  
  
  Desired Settlement:
  ****ing Adjustment
  
   
  
   
  
  ***** ********
  
  Enforcement Supervisor/Revenue Coordination, Columbus, Ohio
  
  W###-###-####
  
  *** **** ******* ***** *** * ********* ** *****
  
  Description: LAZ Parking_Color - 1
  
   
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16, we parked in a LAZ Parking lot just north of Northbank condos. We had parked there years ago and paid at a terminal. The terminal wasn't operational. We saw the sign by the entrance. We downloaded the app. The app was confusing, but we signed in as a guest. We input our CC number, expiration date, and security code, plus other requested information. After standing in their lot for 15 minutes working through the app, we thought we had made the payment and were done. The LAZ system should have registered the fact that we had input our CC number. There was never an attempt to avoid paying for parking in their lot. We found a ticket on our car. We thought we had done everything correctly. We appealed. LAZ Parking restricts appeals to 500 characters, not enough to explain much. We believe we paid for parking. It is not our fault that LAZ Parking’s app is confusing and didn’t register our payment. After denying my appeal, I sent a message to the company saying that I would send the amount we thought we had already paid ($8.00 plus change). A $30.00 fine under the circumstances was unwarranted and unfair. LAZ Parking ignored this correspondence. It shouldn't take 15 minutes to pay for parking in Columbus. A $30.00 fine is excessive, not valid, and the judgment rendered is arbitrary and unfair. I will gladly pay what I thought we had already paid. Reasonable people would resolve this situation in this manner. But LAZ Parking apparently isn’t interested in being rational. They seem perfectly content with levying fines and threatening to employ collection agencies. Terminals that don’t work, apps that are confusing, an appeals process that is arbitrary and restricted, ignoring customer correspondence, and making threats seems to be the way Laz Parking chooses to enhance its revenues. This kind of behavior gives Columbus a black eye. It's this kind of experience that keeps older folks like us from coming downtown.

  Business response

  11/03/2023

  Dear Mr. ***** ******:

  This citation was issued on 10/13/23 (Not 10/16 as indicated above).  LAZ Parking contracts with ParkMobile which is a 3rd party payment processing App.  The instruction posted throughout the parking lot clearly explain how to use the App and pay for parking.  All Customers are expected to follow those instruction and there were no issues with the App on 10/13/23 when the citation was issued.  Multiple customers paid without incident throughout the day (and night).  In addition to the instructions posted in the lot, LAZ Parking has a 24/7 Command Center phone number posted in the lot so that customers can call if they are having issues paying.  Generally, payment via the ParkMobile App takes about 1-2 minutes.  However, Customers who cannot successfully navigate the app should consider other parking options including the Neil Ave Garage located directly across the street from this lot.  It is automated and prorated to the nearest 1/2.     As a one-time courtesy, this citation is being reduced to the parking rates in effect at the time you parked.  The rate for parking was $8.00.   Please reference the citation (orange envelope) for further details on how to pay or go to ViolationsParking.T2Hosted.com or make payment via check/money order mailed to the address listed at the bottom of the ticket. We appreciate your business, Thank you.      

   

  Customer response

  11/07/2023

  [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 accept the business's response to resolve this complaint.  Thank you for your understanding.  

  
  Regards,
  
  ***** ******

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a monthly customer at the *** **** **** NYC garage and have been enrolled in autopay since March. Starting September, autopay apparently failed, and I was charged a $25 late fee on September 11. I was notified by my garage attendant about 1 week later. I tried re-entering the credit card information, but it still did not work. I called customer service on September 20, but they ultimately did nothing about it. Someone independently called me about my unpaid balance (from phone number ###-###-####) on September 21. I told him situation and he said he would reverse the late fee, but this was never done. On September 22, I successfully paid the balance (minus $25) in person at my garage, using the same credit card that had previously failed with autopay. On October 11, I was charged another $25 late fee. On October 24, I sent a message about the late fee via the web site, but have not heard back from anyone yet. There is clearly a problem with the autopay system, and I should not be charged these late fees, now totaling $50. I am filing this complaint because the customer service has been unresponsive.

  Customer response

  10/27/2023

  
  ********************
  Thu, Oct 26, 2:25 PM (21 hours ago)
  to disputeresolution
  
  To BBB,
  
  Please close this complaint. I finally got through to customer service this morning and they have canceled the late fees in my complaint.
  
  Thank you,
  ****** ********
  
  Sent from my iPhone

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Coming from out of town and not knowing where to park for a wedding at the nearby park area. Parked in the garage after not finding available street parking closer - looking around wondering where to pay thinking we would pay on exit. Again, from out of town and do not know the parking situation within this part of the city. Came back less than 15 min later after parking with a $30 violation for non-payment. Filed an appeal and was only told there are several signs and an app I should have downloaded. I did not see any signs upon arrival or leaving... nor anyone around to ask. This is very frustrating that people coming into the city are unaware and they have to figure out who owns the parking garage, have a smart phone to download an app, and figure out how to pay from there all before BEING FINED for non payment. Do better and stop bring SNEAKY on people to just make a buck.

  Business response

  10/05/2023

  This is a valid citation for parking in the ********* P1 Lot in Columbus, Ohio.  This lot/garage is automated, and customers are expected to pay for parking using the automated ParkMobile parking app.  There are signs posted throughout the garage with detailed instructions on how to pay using this App.  Additionally, there are signs posted at entrance/exit advising customers that payment is required upon entry.  In the center of the Garage/Lot is a large overhead sign advising customers to "Pay Here" and the signage includes the phone number of our 24/7 Command Center so that the customer will call if they are having issues paying.  LAZ Parking manages this location, and we believe that the signs adequately advise customers who are not familiar with the parking requirements.  LAZ Parking also values your business as parking customer.  As a one-time courtesy, this citation is being reduced to the parking rates in effect at the time you parked.  The rate for parking was $8.00.   Please reference the citation (orange envelope) for further details on how to pay or go to ViolationsParking.T2Hosted.com or make payment via check/money order mailed to the address listed at the bottom of the ticket. Thank you.   Once again, thank for your business and we look forward to serving your parking needs in the future.  

  - LAZ Parking

   

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