Complaints

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.

• Initial Complaint

  Date:07/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In June of this year, I had to update payment information in order to pay my monthly parking subscription. I entered the payment information, received an email that my information had been updated, and that the payment was processing. Today, I received a phone call that the June payment had never been charged due to an internal error, and I now owed for both June and July. Upon receiving this news, and based on other issues with this company, I immediately switched to another parking company (closer to my work) and paid the pro-rated amount. I called Premier, requested them to immediately cancel my subscription, and again stated that I would not pay June and July as I cannot afford it at this time. I stated that I would be happy to pay the prorated amount for July once I received it in writing. As of right now, I have received an email from *** **********, Director of Operations, demanding that I pay for June and July. I feel that I should not have to, as it was an internal company error, and it would cause undue financial hardship due to an issue of which I had no control.

  Business Response

  Date: 07/14/2022

  The Facts:  **** signed up online for an account with us to be billed every month for a service he agreed to.  He enjoyed the service everyday for work.  And because he decided to change his payment card and then our system couldn't run the payment because of an error, does not make the money that is owed go away.  In what situation does this make sense?  At this point it will turn to a criminal case of theft of services as he consciously decides to not pay a debt he incurred.  This is no different than any other subscription based service or just any other business agreement.  You pay what you owe.  Not my fault that he did not budget his money, instead, he chose to tell us he's not paying and then decided to go to BBB and file a baseless claim.  His only defense is an error was made so he shouldn't have to pay.  He admits to using our parking services without issue but now doesn't want to pay what he is legally obligated to pay because his credit card couldn't be charged for a balance he owes.  If I look further into our system and find that he purposely changed his card before his monthly payment was due with the intent to make sure he would not get charged then he could be guilty of fraud.  Just pay what you owe, it will not go away because you've decided to just not pay.

  Customer Answer

  Date: 07/15/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not steal anything. Mr ********** is wrongly accusing me of theft. I received notice in June that my card declined, promptly updated payment information, and received an email that my payment method had been updated and my payment was processing. I had no idea that it didn’t process until over a month later. The service agreement states that payment will be processed promptly. Premier Parking did not do that. Additionally, when informed, no attempt was made to set an arrangement up, even though I was informed that the error was due to an internal problem and I wasn’t the only one. I cannot afford to pay 2 months of service all at once, and I don’t feel that I have to because Premier Parking can’t seem to perform basic end-of-month reconciliation on their accounts receivable.  Regards, **** ****

  Business Response

  Date: 07/27/2022

  We have resolved the issue in regards to the **** **** complaint with working with him on his monthly parking payment.My assistant also terminated his parking account as requested by ****.Thank you*******

  Customer Answer

  Date: 07/28/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ****

• Initial Complaint

  Date:07/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  June 2, 2022 I went to ***** **** ******** to get my husband, who was being discharged. I arrived at 9:22am and left my keys in my vehicle for valet and got my claim ticket. When we came down 6 hrs later to leave, I gave the attendant my ticket to collect my car and he comes back from lot and says I did not leave my keys with them. I dumped my purse on the ground, there were no keys with me. I remembered my husband had his keys and gave those to the attendant. The attendant comes back with two sets of keys, mine and husbands, but my car won't start. The entire time that my vehicle was in their care, they left my keys in my ignition unattended and left the car on! Not running but on and killed my battery. The attendant kept apologizing and asked if I had jumper cables, no. If I had insurance, yes, they could send roadside assistance to start my car. Finally another attendant showed up with a quick start and after 3 attempts my vehicle started. I collected my husband and went straight to **** **** and had them check the battery. It was toast, alternator was fine but I had to buy another battery, the other one was 3 years old. I am out $203, I called Premier at ***** ****, on June 2nd and spoke to ********* ********** and was informed that they would not reimburse me for the battery since they couldn't be assured that the battery was not bad to begin with. The battery was fine before this incident. Since then I have sent an email, June 17th, to their parent company, **********, and called twice to speak to customer service, one on June 27th and again on July 6th. I have been told that they would call me back and have yet to hear from them. All I am asking for is that they make it right and reimburse me for the battery that they destroyed.

  Business Response

  Date: 07/14/2022

  Her vehicle is a push button to start.  There is no key ignition.  The vehicle would then automatically shut off.  Even if this were not the case, there is no way that anything she describes as happening and what really happened, would destroy the life of a car battery.  They are a sealed system from the manufacturer and they die when they die, they are a wear item that not even the dealership who sold her the vehicle would ever warranty for life.  If it were a vehicle with a keyed ignition and the key was left in there with the radio on, it would run all day and night without issue with a healthy battery.