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Business Profile

Parking Attendant

Secure Parking USA

Headquarters

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

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

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 9 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:02/24/2025

      Type:Delivery 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 entered a parking lot on ********** in ********* and and tried 3 times unsuccessfully to pay online via the website and my friend tried once within 20 minutes of parking. I received violation on the windshield with fees that were 44 Dollars over the amount I retried to pay. There is no way to contact these people for help. Total Sham.

      Business Response

      Date: 02/27/2025


      Thank you so much for your feedback. It helps us to give better service. As a gesture of goodwill, we would like to offer a settlement for the parking fee equivalent to a full day's worth of parking. The ticket has been reduced to the daily
      parking rate of $7.00. You may make a payment by clicking the link below

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


      For checks please mail to:
      *****************************************>Suite 1410
      *******************
      For information and appeals regarding violations: ***************************************************************
      We understand that these situations can be challenging, and we appreciate your understanding. Moving forward, we are no longer able to process violation disputes via email. To dispute this violation, please submit your appeal through our online portal using the following link:
      Submit Violation Appeal
      Once submitted, you will receive a response within 24 hours.
      Thank you for your understanding, and let us know if you have any other questions!


    • Initial Complaint

      Date:09/07/2024

      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.
      We got a "parking violation" from spusa for "no advanced payment" i scanned the qr code and downloaded the app. The app told me, after many, many questions, that the service was not available in my area. It did offer to help me transfer funds to another country. My husband went to try his luck. The qr scan told him "system error" We tried to pay but the qr code wouldn't let us. The lot advertised. $5 parking. Given the difficulty and subsequent failure of the printed instuctions, I am wondering if the violation "fine" of $125 and threats of using a collection agency, are done to bait and switch the fee and try to intimidate the public into paying this outrageous amount. This is predatory. There were many of us, standing around trying to get the app to work. Not one person was successful.I am willing to pay the posted price of $5 and nothing more.

    • Initial Complaint

      Date:07/31/2024

      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.
      On July 30, I received a bill for a parking breach violation from May in a city that I havent set foot in since 2021. Although the company promptly voided the bill when contacted, Im absolutely disgusted by the verbiage of the letter, which came off as extremely predatory. The language reads as pay now, dont ask questions- or else. They also omit any mention of an appellate process in the letter. In fact, I had to use a QR code to take me to the online payment portal to get ANY information on how to refute the bill. Since it is not difficult or costly to add 1-2 sentences about their appeals process to the letter, I cant help but think that they want to scare people into paying regardless of the validity of the charge. To top it all off, there was a disclaimer about their right to ignore rude appeals requests; that is something pretty bold to do when you mistakenly threaten people with legal action.I could totally see a tech illiterate individual who doesnt know how to use a QR code and wants to pay by check just giving this company their money out of fear. They should absolutely change the verbiage of their letter (or better yet, hire competent people who dont make these mistakes in the first place)

      Business Response

      Date: 08/05/2024

      Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We have done and will continue to do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us.

      Customer Answer

      Date: 08/05/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      The company needs to change the language of their breach notification to be less predatory. At the very least, basic information on how to appeal the breach should be included. It is clear the letter is meant to coerce recipients into paying even when the company is in the wrong.

      Regards,

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

    • Initial Complaint

      Date:07/15/2024

      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.
      On Saturday, July 6, 2024, I parked my car in the Van ***** lot in the evening and returned 3 hours later. My key fob would not open the car, and the physical lock in the door had be damages and was unusable. I had to take a lyft home to get my other key fob (thinking the battery was dead). The lot closed for the night, and I could not pay for additional parking.I returned early the following day and noted there was a ticket of $125. Before that, I paid for the Sunday parking time. My key fob still did not work, so I needed to call a tow truck. Then I noticed that another vehicle had crashed into the back bumper causing significant damage, and also causing the battery to drain. That's why the key fob would not work. The vehicle could not be moved until Sunday morning, but Secure Parking is telling me that they will not cancel the ticket, despite the fact that the car was disabled. Also, I asked them for access to the camera footage of the lot so I can determine who hit me. They have not provided it. It's ironic that the name of the business is "Secure" parking. I do not hold them responsible for the damage to my vehicle, but it seems only fair for them to cancel the ticket.

      Business Response

      Date: 07/18/2024

      Hi *****,






      Thank you so much for sharing your experience. Your feedback helps us know what our customer's needs are. I do apologize for the inconvenience this has caused. We do not have camera footage. However, I do want to void your ticket. Please provide me with a copy of the ticket or the ticket number. We do appreciate your business.

    • Initial Complaint

      Date:06/30/2024

      Type:Sales and Advertising 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.
      On 6/29/24 at 10:57 am, I parked in the ****************** managed by secure parking. I paid through the app for the quoted amount $23, followed all the prompts. I was ticketed at 12:43pm, I had paid for 4 hours, and should have been good until 3pm. When I returned to my car, there was a ticket in my windshield for $125 stating I parked illegally. On the ticket, there is a website to go to for disputes, but it sends you on a cycle of odd websites that have nothing to do with parking. When I click the scan code, it brings up what seems to be an illegitimate website. This parking company is either a scam itself, or these tickets are scams. In either case, I was ticketed for parking that I had already paid for.

      Business Response

      Date: 07/02/2024

      Thank you so much for your feedback. I did reach out to the customer to apologize to the customer and thank him for ********************** with us. We apologize for the inconvenience at it appears the issue was on our end. We will of course void the this ticket for the customer and do hope they consider us in the future for their parking needs.

    • Initial Complaint

      Date:06/12/2024

      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.
      On June 9th I entered a parking lot in 205 National lot (same as a complaint below) which the sign stated "Employee Parking Only, Thursdays Only" so I entered the lot, parked, then walked to the establishment across the street. Came outside to a ticket on my car for $125 from Secure Parking. The entrance did not have clear signage, apparently it was at the other entrance, according to secure parking. Right away I used the ** code and was forced to pay $50! They are unwilling to refund me, event though there were not clear signage, upon looking after the ticket, it said day time rate was $7. It's unfortunate they aren't trying to fix this issue. Buyer beware.

      Business Response

      Date: 06/26/2024

      ***************** has been offered a full refund as a one-time courtesy. Although, all our lots have clear signage showing how and where to pay. However, our customers satisfaction is upmost important to us. We do appreciate our customers feedback as it helps us deliver great customer service.

    • Initial Complaint

      Date:06/03/2024

      Type:Billing 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.
      unable to use website to pay for parking ticketed within hours for a nonworking payment method...several different people tried...withing hours parking violation on the windshield with fees above and beyond payment...NO OTHER OPTIONS FOR PAYING....message machine only at business with no call back.

      Business Response

      Date: 06/27/2024

      Thank you so much for your feedback. I did reach out to the customer to offer to void the ticket as a one-time courtesy. We do appreciate our customers. Serving our customers and providing great customer service is our number one goal. The feedback helps us know where we can service better.

    • Initial Complaint

      Date:05/17/2024

      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 received a letter saying Im in a parking violation at 330 n broadway at secure parking I have never been to that address so breach number is ********** with a vehicle registration of W2149T I have 2 vehicles but not with that plate number. I have called and left messages for them to call me back but no response also emailed them as well with no response

      Business Response

      Date: 06/04/2024

      Hello *****, thank you so much for bringing the issue to our attention. We do appreciate your business and are working hard to resolve the matter. Our customers experience is extremely important to us. Your ticket has been voided as of 6/4/2024 and we apologize for the inconvenience this matter has caused. Please feel free to reach out to us with any other concerns. We are working to provide quicker response times to our valued customers. 

    • Initial Complaint

      Date:04/01/2024

      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 parked in the 205 National lot on March 24th 2024 because the entrance only had a sign that said "Employee Parking Thursdays Only" (or something similar). I was not there on the day/time range specified (it was not a Thursday) and there were other cars in the lot so I parked and ran across the street for a food pickup. I was in a rush and was gone for about 10 min. I didn't see any other signs when I parked or ran into the building. When I returned I had a ticket. The entrance was not properly marked that it was a pay lot. When I went to pay the fee it charged me an additional $5! The entrance should have clear signage indicating it is a pay lot the rest of the week. I have used other Secure Parking USA lots and they have signs at the entrance so you know what you are agreeing to when you pull into the lot. I have no problem with paying for parking when it's clearly marked, this lot did not have anything. They also don't offer any alternative to paying online so having a $5 fee for an online payment is an absolute scam.

      Business Response

      Date: 04/16/2024

      We at Secure Parking USA appreciate our customers. The feedback helps us to learn the concerns of our customers. I did reach out to the customer and offered a full refund and offered my apologies. Any issues like this we pride ourselves on handling immediately. 

    • Initial Complaint

      Date:12/31/2023

      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.
      On Wednesday 12/27/23, I parked in the ******** lot. I created an account and I put my expected time and credit card information. Based on the signage, I expected to be charged $5/hr, which would have been $25 for the time I was there. I came back to my vehicle to fine a parking violation for $75 for not paying, even though I had used their app. In addition, they charge you a $5.00 convenience fee for paying their scam ticket. It appears, based on talking to others who parked there, that I was not the only one who had this problem. I paid the ticket so as not to sustain additional penalties, but I would like me extra $55 returned. The ticket also says if you pay within 5 days youll receive a discount. I did not receive any discount and my confirmation shows the payment was made on 1/1/24, but it was actually made on 12/31/23. Are they delaying conformation so they dont have to give people a discount?/

      Business Response

      Date: 01/05/2024

      We here at Secure Parking do appreciate our customers and there feed back. As this issue appears to be on our end. I did reach out to the customer to ensure the ticket is voided and refunded. 

      "Hi ******, Thank you for parking with us. We apologize for the inconvenience as it appears the issue was on our end. We will of course void/refund this ticket for you and hope you consider us in the future for your parking needs. Please provide your violation number. I will take care of it for you."


    Secure Parking USA is NOT a BBB Accredited Business.

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