ComplaintsforPhoenix Parking Solutions

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked in this garage and less than 24 hours later my car was broken into and stole all my belongings and work laptop. My windows are tinted dark so I feel like I was targeted for having it out state plates. All of the cameras and surveillance and state of the art technology and no one can give the police any video. This company could have at least refunded my money and fixed my car glass. They did nothing but say oh well! Ridiculous!! I didn't pay to park here to get robbed.

  

  Business response

  09/20/2024

  Dear *******,

  
  I understand that your vehicle was broken into at one of our locations, and I apologize for the inconvenience this has caused.

  
  Please be assured that we have the camera footage from the incident in our possession. However, due to our policy and legal obligations, we can only release this footage to law enforcement upon their official request.
  To expedite the process, I recommend contacting the ************************* (***) to report the incident and request that they reach out to us for the video since we have not received a request to date.

  
  Regarding the criminal damages, I understand your concern. While we sympathize with your situation, our terms and conditions, which you agreed to upon payment, stipulate that we are not liable for damages caused by criminal activity.

   

  Unfortunately, we cannot refund the parking charge as this fee is to have your vehicle occupy a space in our garage for a set duration. 

   

  Please do not hesitate to contact us if you have any further questions or require additional assistance.

  Customer response

  09/20/2024

   
  Complaint: 22313543
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  

  Business response

  09/20/2024

  *******,

   

  We did not receive a reason for your rejection. Can you please retype the message so we can continue our communications.

  Customer response

  09/23/2024

   
  Complaint: 22313543
  
  I am rejecting this response because: I feel as though I'm being discriminating against. I'm sure if I was caucasian, we wouldn't be having this dispute. I didn't see anything about liability upon payment. Your website advertises safety, modern technology, security, and etc. That's ALL false advertisement! I paid to occupy a space, not get my car vandalized and broken into. I felt targeted, my tags were scanned upon arrival, and this company has done absolutely nothing to rectify this. Not even alert me that my vehicle had been broken into nor handing over there video to the police. They kept telling me they weren't able to retrieve the video. Not even keeping me updated after saying so. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  With their payment system, there is no way to avoid the 'processing fee,' which adds an extra $18 to my bill every month. Despite my efforts to find alternative payment options, this company does not provide any. They effectively force customers to pay the extra fee.

  

  Business response

  05/09/2024

  ********,

  We understand the frustration of having to pay additional fees on your digital monthly permit. The additional fees you are seeing are the software provider fees and credit card processing fees that are associated with each transaction. The  software, Oobeo, is used for your digital permitting. Oobeo is integrated with Square, the credit card processor, who assess a fee for each transaction. Unfortunately, these fees are out of our control and we cannot modify them. Again, we empathize with you and apologize if this has caused any inconvenience to you. 

  Should you need any additional assistance or have any other questions, please feel free to reach out to us at ***************************************

   

  Best,

  SoMa Square Garage Manager

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have parked in this deck twice, had my parking validated twice, and received parking tickets twice. On both occasions, I have reached out to ***************** to ask for support in resolving the matter, but have been unable to come to a conclusion. An operations manager named ******************************* emailed me once for more information. The information was promptly provided and I have been ignored on six separate communications since. This company has gone above and beyond to ignore and disregard my communications. I now owe over $100 in parking tickets, even though the parking was validated.

  

  Business response

  09/28/2023

  ******,

  We want to sincerely apologize for not responding to your inquiry in a promptly manner. We've gone ahead and looked up your notice and attempted to find your parking session. It appears that you accidentally mistyped your license plate upon paying. Since this was a simple mistake, we have requested a void on your notice from Professional Parking Management that was fulfilled. Attached, you will find confirmation showing that your notice was voided. Again, we apologize for the lack of communication regarding this matter.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been receiving incorrect parking tickets for several months at my own apartment building (Osprey in West Midtown, *******). Despite having a clearly visible permit on my windshield and always parking in the correct resident zone, it says I have amassed over $600 worth of violations on the website provided to me by this company (ParkingInvoice.com). I have repeatedly tried to appeal the violations online but they are denied every time. I have also reached out via phone and email multiple times to company management, but they have been unhelpful, unreachable and difficult to deal with every step of the way. It has been several months since I raised this issue, and not only has it not been resolved, I continue to get new tickets every few weeks. I have even sent video proof to them that I parked legally, only for it to be ignored. At this point, the company is STILL attempting to force me to pay more than $600 for violations I did not commit. Phoenix Parking Solutions is attempting to unlawfully receive payments from people that did nothing wrong. And when those people try to fight back, like I am now, they will do everything in their power to prevent a solution from being reached. It is extremely unethical, and I dearly hope they face consequences for their actions.

  

  Business response

  06/07/2023

  I would like to first state that Phoenix Parking Solutions (**, who managed the garage) and Professional Parking Management (our enforcement company) are two completely separate entities. So when *** disputed the notices, they were disputing them with PPM, not **.

  Our first ever communication from *** was on Friday, June 2nd. In this email, *** states that they have been receiving incorrect parking tickets for several months, despite the clearly displayed decal. The same day, I responded to *** stating that we utilize license plate reader cameras and outlining how they worked. I then took screenshots of his parking sessions and outlined why they were issued. We continued to email back and forth on June 2nd so that I could hopefully help *** understand why the notices were issued and gave them my best advice as to how they can prove they were parked in the correct section in the future. *** emailed ** on June 5th as well as June 7th with video footage proving they were parked in the correct section of the garage. On June 7th, I responded to *** stating that I would be talking with PPM and would follow back up once I have an answer. 

  Customer response

  06/07/2023

   
  Complaint: 20157427
  
  I am rejecting this response because:
  
  The parking management company has been aware of this issue for several months. June 2nd is simply the first time I was told to reach out to them directly.
  
  I have attached my correspondence with building management showing that they reached out to the parking management company five separate times on April 4th, April 12th, April 19th, April 21st and May 9th to get this issue resolved. Despite informing building management the tickets were being voided on April 27th, the parking company never actually followed through with that. Now, almost six weeks later, I am still fighting to remove the incorrect charges. 

  
  It is also telling that they responded so quickly to my complaint but not to emails with proof that I have been parking legally. 
  
  Sincerely,
  *******************

  

  Business response

  06/09/2023

  Upon researching the communication provided between *** and *******, we found that it did not match with our records and began to research the disconnect. We continued digging further by having a conversation with EQRs Regional Manager, who has overseen the property since their acquisition took over in October 22. The result of our conversation was that we were unable to follow the phone call/email trail to **. It appears that the communications were most likely sent to another vendor by mistake. We have agreed within our partnership with EQR to assist with additional training to ensure the building staff has the proper tools to avoid this from happening in the future. To resolve this issue in Mr. ******* favor, PPS has agreed to void all outstanding notices as a good faith effort to keep PPS and our clients relationship with residents in good standing. Please see the attachments to show the notices were cancelled (voided) for your records.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February 2023, I contacted Phoenix Parking Solutions via phone about a charge to my account in September 2022. I left a voicemail and did not receive a call back. Later on in February 2023 (sorry I did not keep record because I assumed the company would follow-up), I visted their website *********************************** to submit a general inquiry and I missed their returned call. Since I missed the call, I returned the call and left a voicemail, I have not received a call to date. On March 13, 2023, I submitted another general inquiry with Phoenix Parking Solutions and have yet to hear from the company to resolve this matter.

  

  Business response

  04/05/2023

  I'm unsure of the date, but I did attempt to call ******************* and my call was not answered. We did fail to respond to her email, and I would like to sincerely apologize for the lack of communication as this is not what we strive for. Today, I attempted to contact ******************* again via phone, but the call went directly to voicemail. I responded to the inquiry today asking for more details about the incident for my investigation. This matter will be handled properly and in a timely manner.

  Customer response

  04/06/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to a restaurant here in ******* called Rock Steady where the valet company is Phoenix Parking Solutions. This company lost my key fob. I was lock out of my car and had to have my car towed to the car dealership to have a new key fob made. I also had to call into to work to get all this done. After several emails back and forth the company agreed to reimburse me but soon after submitting my receipts for a key fob replacement they stop responding to my emails. I havent heard back from them. I last spoke with a man name ***********************. Now Im out of over ******+ dollars to this company losing my key fob

  

  Business response

  12/29/2022

  **** is longer in this position and I have taken over since his departure. I was not made aware of this outstanding claim and was not working for the company during this incident so all I have to go off of is the email correspondence between **** and *****************. Based on the email chain, it appears that **** settled to pay half of the cost to ***************** as we only lost one key but she had 2 keys replaced. ***************** then responds asking if we would reimburse her for lost wages and towing fees. **** responds saying that we were not aware of a tow, nor approved of it. He asks ***************** to outline exactly the chain of events that night so he could have a full picture of what happened. ***************** responds saying that she will no longer like to communicate with Phoenix Parking Solutions or Rock Steady (the restaurant where the incident occurred) about this. Since we still do not have a reason why this vehicle was towed, or the full picture of what happened that night, we are willing to reimburse ***************** the original $336.59; for exactly half the cost to replace both keys. If ***************** wishes to outline that night, I would be more than happy to continue investigating this claim.

  Customer response

  01/03/2023

  I have submitted more email dialogue between Mr.**** and I, to show I made several attempts to continue conversation and resolution to my concern. The information submitted will also tell the story of the chain of events of how they couldnt find my key. (The young man that brought me my car did not give me my key fob, nor was it inside the car.)

  You can see in the emails submitted Mr **** stopped all  communication suddenly after refusing to pay for the

   

  total cost of my key fob. I even submitted proof of the cost of my key fob and the manager of the dealership information so that he could verify the cost and explanation. I explained to him that the ***** dealership informed me that they could only replace a key fob by replacing the complete system which entailed both key fobs. I had no other choice but to pay the total cost myself for both key fobs for that reason and this is why Im asking for the total cost. After being ignored and feeling dismissed is when I decided I would now also be including my towing and other fees accrued, however at this point I am willing to accept just the total cost of the key fob for reimbursement.

  I am willing to submit the complete thread of emails between Mr.**** and I if need be. However this platform only allows a certain amount of pics of the thread. Although I have submitted all detailed information you will probably be needing to understand further my concern.

  

  Business response

  01/06/2023

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

  It appears the complete email chain was not attached. After your inquiry about reimbursement for towing charges and lost ******************** responded asking you to outline the details of that night to figure out why your vehicle needed to be towed. To this email, you responded saying that you do not wish to continue communications with Phoenix Parking Solutions or Rock Steady.

  Regardless, since we only lost 1 key for your vehicle, that is all we are legally obligated to pay for to make you whole again. I understand that you may have had to replace both keys, which I have not heard of before, but we will reimburse you for the cost of 1 key (seemingly 1/2 the total price in the email). Please send us your mailing address for us to cut the check.

  Customer response

  01/07/2023

  Thanks for corresponding. I will be awaiting the payment 

  Mailing address: 

  2622 ********** 
  Apt E
  *******, ** 30339

  

  Business response

  01/11/2023

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

  I have sent this information to our accounting team to cut the check to you at the provided address. The claims department will reach out to you when this check has been sent.

  Customer response

  01/11/2023

  Ok, Ill wait for them to contact me

  

  Business response

  01/19/2023

  Our claims department has reached out to you as of last week with confirmation that the check was cut.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/6/2022 I used valet services through Phoenix Parking Solutions at *********** in *******, **. Upon returning to pickup my car, the valet attendant (****) informed me that he hit my car into the wall after trying to reverse out of the parking space but instead placed the car in drive. The valet manager ****** was immediately notified by the restaurant and appeared on site and took video of the damages which were submitted to the claims department at Phoenix parking solutions. I was advised to do the same and did so immediately. The owner *************************** was notified and he confirmed awareness of the situation. A couple days later I received follow-up via email from the claims department regarding their process to get an estimate through their contracted body shop. I did as I was asked and have now been waiting over a week and no estimate has been provided by the body shop due to their computer being down. I have reached out to Phoenix parking several times to ask for another solution to completing the repairs to my vehicle and I am now being ignored by the claims department and the valet manager ******. I am driving my vehicle with my check engine light now on due to the damage to my grill which vents my engine and keeps it cool. I have requested the option to take my vehicle elsewhere for reliable service and Phoenix parking solutions is ignoring my request and is responsible for putting me in this potentially hazardous situation with delaying repair to my vehicle. I cannot even get anyone from Phoenix to call me back despite leaving VMs asking for the owner **** to contact me personally to discuss. All I am asking for is for these people to treat customers and issues with their vehicles caused at the hands of their employed drivers the same way they would want for themselves. The body shop is not providing the estimate and Phoenix is not offering any alternative solutions to repair my vehicle.

  

  Business response

  08/25/2022

  **************** vehicle was damaged on 8/6/22 and the valet manager, ******, was on site to take pictures and videos as ************ indicated. The claim was submitted that night on 8/6/22. The claims department responded via email within 2 business days on 8/9/22. In this email, we accepted liability and outlined the terms and conditions as well as the claims procedure. Her options for repair allowed her to take it to the shop of her choice, but we will only honor the estimate from our contracted body shop, Autorama. On 8/12/22, ************ emailed us stating that when she went to get the estimate on 8/10/22, ********'s computer was down and they said they would have the estimate to ************ by that Monday, 8/15/22. On 8/16/22, the claims department reached out to ************ apologizing for the inconvenience on Autorama's part. At this point, after our claims department tried to reach Autorama and was unsuccessful, ********************** got involved to see why this estimate was taking so long to be sent. As Autorama is a separate company, we have no control over their equipment or their process for estimating damages. On Monday, 8/22/22, we received the estimate for **************** vehicle and approved the vehicle for repairs. This estimate and approval was sent to ************ as well. We take all claims very seriously, as we personally understand the difficulties of getting a damaged vehicle repaired. Phoenix Parking Solutions maintains all communications with claims via email for legal reasons as this type of communication can be tracked and is time stamped. 

  Customer response

  08/31/2022

   
  Complaint: 17745844
  
  I am rejecting this response because:
  

  On 8/23/22 I sent a follow-up email to Phoenix Parking Solutions notifying them that I had received the estimate and would like to proceed with repairs at a body shop of my choice as this was one of the options presented to me. Their terms and conditions provided to me via email state specifically: 
  reference the terms and conditions that were digitally signed by you upon requesting your vehicle:
  Within ten business days from the day the customer reports the claim, Company will schedule an inspection of the vehicle with a repair facility chosen by Company (Preferred Repair Facility). Customer agrees to cooperate in scheduling the inspection and in making the vehicle available for inspection with the Preferred Repair Facility.
  Following the inspection, the Preferred Repair Facility will produce a quote to both Company and Customer for the needed repairs.
  Customer will then have the option of either having the Preferred Repair Facility perform the repairs (at Companys expense), having Company pay a third-party repair facility an amount equal to the Preferred Repair Facilitys quote, or having the Company send an amount equal to the Preferred Repair Facilitys quote directly to Customer.
  
  
  On 8/25/22 I received an email from Phoenix parking solutions indicating the estimate had been approved - on the same day I responded again referencing my prior email from 8/23/22 to reiterate that I would like to proceed with the option of repairing my vehicle at third party repair facility. In addition to this, I inquired about additional hidden damages that *** be discovered at time of repair (as mentioned in the estimate) and replacement of my Paint Protection Film (PPF aka clear bra) as this would need to be replaced after the repairs are completed. The body shop clearly indicates on the estimate that this is a service that would need to be completed as part of the repairs, but the estimate is not included as it is not a service that body shops provide. This would have to occur at a specialty shop that provides PPF/clear bra installation. Phoenix has yet to follow-up regarding my emails (sent 8/23/22 and 8/25/22) inquiring about how I *** proceed ensuring the above services are also factored in. I have even offered to obtain the estimate for replacement of my PPF to make sure it is covered by Phoenix, but I have yet to get a response from them. 
  

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

  

  Business response

  09/01/2022

  Hello,

  We sincerely apologize for the delay in response. I do see that the clear bra is on the estimate give by Autorama. First, we would need proof that a clear bra was applied on this vehicle and that it was applied on the part of the vehicle that was damaged. Upon receipt of this, we would need competing estimates for the application of the **** Since this is an aftermarket part, we do not have a contracted body shop that will repair this.

  Customer response

  09/03/2022

   
  Complaint: 17745844
  
  I am rejecting this response because:
  It has now been 1 month since the incident with Phoenix Parking Solutions and they have made it extremely difficult to initiate repairs on my vehicle. Several emails have been ignored and when they do respond, they do not address all of my concerns or questions. It is of most importance to me that my vehicle be repaired to its original condition prior to the incident on 8/6/22. Phoenix parking solutions has admitted to fault and liability for the incident, yet has refused to provide me with their insurance information. I have asked for this information several times through email and I have yet to receive it because they choose to ignore my request. It is my right to be provided with this information as I wish to proceed with repairs to my vehicle through the appropriate channels through insurance. Autorama (the preferred body shop for Phoenix) nor Phoenix parking solutions will guarantee the quality of work or that full repair will be performed on my vehicle. Phoenix parking solutions main concern is not running this through their insurance because of concerns regarding their deductible and the possibility of being dropped by their insurance company due to high number of claims, as it was communicated to me by their operations coordinator/valet manager ******. Phoenix parking solutions and the owner *************************** are extremely unprofessional and it is apparent that they are only interested in dealing with this issue through back door avenues. At this time, due to poor compliance, poor communication, lack of professionalism and integrity from Phoenix Parking Solutions and the owner ***************************, I am requesting this matter be handled only through insurance that can guarantee the quality of work and that my vehicle is repaired to the condition in which it was in prior to the incident (including both body work and any after market work that was done to my vehicle). Again, I am requesting insurance information for Phoenix Parking Solutions as they are liable for the damage to my vehicle. 

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

  Customer response

  09/19/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/29/22 I visited ******************* at **********************************************************. I parked in the adjacent parking lot which is owned by Phoenix Solutions. I paid for two hour parking of $20 and Phoenix charged my card $235. I immediately filed a claim with ***** Fargo and recently the claim was closed because Phoenix submitted a time receipt with the space number and my debit card number (the proof did not include my license plate in which the app requires) and ***** Fargo took that as proof. This charge was very unethical and doesnt support what was paid for in the app. Theres no way a single hourly parking spot in a public parking lot can be $230. Also while in ***** I received a text message saying my time was about to expire and to add more money if I wanted additional parking time; which does not add up to Phoenix Solutions charging my debit card $230. All I am asking if for a full refund.

  

  Business response

  05/13/2022

  Working directly with the customer to resolve the issue. Reaching out to software developers to figure out what happened. 

*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. ↩