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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for the spot club on 3/08/2023, which is their loyalty program. I have used the facility 4 times with the total of approximately 25 days. I recently tried to book a ************** January 2025.I checked my account it stated I only stayed 15 days and have two free days of parking, which is incorrect since I stayed 25 days and should be 4 or 5 days of free parking. I went back into the application and was unable to find that information, the site required me make a new account. All information is missing, and I have made multiple attempts to contact the company about this issue and no response.
Business response
06/24/2024
Hi *******,
Our ***** Services Supervisor will be reaching out to you directly. BBB only allows back and forth 2 emails. We want to make sure this gets fixed for you!
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On December 7, 2023, I made a reservation with Park'n'Fly to park at ****************************. They send me an email receipt, which I attached below. About a month ago, I contacted The Parking Spot, which acquired Park'n'Fly since December, so I could get details about where to park at DIA. They have not responded. The only way to get ahold of them is via email. I did try calling their headquarters, but there is not an option to speak to a customer service representative. Although I've sent several emails to them, they have no responded. Mind you, this has been over a span of weeks. I also tried to get an account on their app, which they said would be easy for Park'n'Fly customers, but my reservation will not show. I now want to just cancel my reservation and go with another company, but they will won't answer my emails. My trip is next week, and I will have to pay double to park because this company is not responding or helping me.Business response
06/17/2024
Hi *****,
Someone from our ***** Services team will be contacting you today to confirm the refund of your reservation.
Customer response
06/17/2024
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
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My parking spot was agreed to be $9 per day. Due to my flight being canceled, I had to return the following day. When exiting, I was charged $30 per day and had no choice but to pay. I request a refund for the overpayment, as I was unaware of any penalties for staying an extra day.Business response
06/21/2024
Hi there!
Thanks for reaching out! Per our reservation policy, any days overstayed past the reservation checkout date are billed at the drive up rate on the day of your check-in. We have linked our reservation policy below.
**********************************************************
If the flight was delayed on behalf of the airline, we recommend contacting them for compensation.
Initial Complaint
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a very simple concern regarding a recent stay at this location (The Parking Spot, LAX, located on ************ in ***********).I am a member of their loyalty program (at the highest tier, for whatever that *** be worth, and have been for several years).As part of that program, I'm supposed to receive "loyalty points" for each stay.Some weeks ago, I completed a stay, but the points were never credited to my account.I've tried reaching out to the location by phone, 3 times, during regular business hours, but the calls were simply unanswered.I've tried their web contact form, twice, one week apart, and simply never received a reply.Likewise, messages on ******** and ******* went unanswered.I have a receipt for my stay - a very routine one just as I've done dozens of times before, and I'm simply trying to get in touch with someone to get those points credited.I've attached a copy of my receipt (which indicates the charges were paid), and information on the loyalty program and procedures can be readily found on their website.Thanks for any help you can provide.Business response
05/22/2024
The missing stay has been added to the account.
Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked a park and fly for *********** confirmation ******** Under *************************************** and cannot get a refund. Confirmation ********. The park and fly was booked under said name for September 13 through 15th of this year. When we call them to cancel they cannot fine our reservation.Business response
05/21/2024
Hello,
PNF reservations started with a number and had 4 letters after it. The Parking Spot reservations are 9 digits long. Can you please check your credit card statement and let us know what the transaction description says? BBB allows only 2 responses so you may need to contact our team directly so we can look into this further. The email is ****************************************
Initial Complaint
05/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Sales tax being charged is about double NJ State Tax rate (*****%). Multiple attempts for an explanation via various contact methods (phone, email, ********* Instagram) have gone ignored. Tax on the October 2023 invoice should have been $5.61, not $13.41 and tax on the May 2024 invoice should have been $7.02 not $16.77. Overcharge is $17.55.Business response
05/20/2024
Hi,
The city of PHL charges 22.5% for parking tax.
********************************************************************************************************************************
Customer response
05/21/2024
Complaint: 21725562
I am rejecting this response because:I was not parked at PHL, I was parked at EWR. If you reviewed the documents that I included with the complaint you would know this.
Sincerely,
*****************Business response
05/21/2024
Here's a link we found with a quick ****** search - **************************************
You can see that EWR has parking tax of 15%, which is what we implement.
Customer response
05/21/2024
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.Better communication/explanation on the part of the business would have eliminated the need for this complaint to have been filed in the first place.
Thank you for the assistance.
Sincerely,
*****************Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The business changed from ********** to the parking spot. I have been parking there with frequency for about 15 years. I did not get notification that the business was changing and couldn't transition my account. I had multiple free days from all of my parking. I have parked there many times this year. I have email record of my stays. The local team refuses to help me and after 5 emails to their ******************************** with zero attempt for resolution, I have no choice than to reach out.Business response
05/08/2024
Hi *****,
We are showing that ******, our ***** Services Supervisor, has been in contact with you. She will be the best person to be in communication with to get your account set up. She sent you a message on Monday at 10:25am that you have not responded to.
Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Parking spot somehow took money directly from my bank. I contacted their HQ, left voicemail, I have sent them emails asking for explanation of charges but its been over a week and no one has contacted me.This is concerning to me because they accessed my bank account and I have not used their services in over 3 years. I want someone to look into this and provide me an explanation on this charge.Business response
05/08/2024
Hello,
We do apologize for the delay in response. If you did not authorize this charge, please contact your bank to report the charge. We will have our accounting team look into the charges.
Customer response
05/09/2024
Complaint: 21673331
I am rejecting this response because: I already contacted my bank and they are looking into this as well. Its been over a week for that as well. As a company, you should take the ownership of this because your company charged me for a service that I did not use. How did you even get my bank account information is my question. This is a fraud and I deserve a better response than you telling me to contact my bank because -that is ofcourse what I did when I realized that there is no one getting back to me from your company.
Sincerely,
*******************************Business response
05/20/2024
Hi *********,
Unfortunately, with fraud, we don't know where it came from unless the bank starts an investigation. We are showing that the charge was not associated with the card that you had on file for your account. We do show that the charge has been refunded.
Customer response
05/20/2024
Complaint: 21673331
I am rejecting this response because:I know my card was not charged, as a business it is your responsibility to look into this matter. How did Parking Spot managed to get my bank account information. My bank should have a case with you. There could be other people impacted by this, I am more diligent on checking my account activity. You need to start investigation at your end because its your company's reputation that is at stake here.
Sincerely,
*******************************Initial Complaint
05/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I parked at The Parking Spot at ********************** in uncovered, self-parking for 9 days from April 26 to May 4. I did not have an advance reservation. The lot was very, very full so I parked in the last row. They had a lot of business, were obviously making lots of money. But when I was leaving yesterday, I was charged $228.65 ($193.50 for parking plus taxes and airport use recovery fee). I was told by an employee that the price was because there weren't many spaces available due to spring break, so they were charging more. That is price gouging! I just checked the price for an upcoming 9 day stay and it would be $10/day without a reservation for a total of $90 plus taxes and fee. I paid well more than double the regular rate. Please investigate this flagrant price gouging.Business response
05/08/2024
Hello,
Without a reservation, you are charged the drive up rate on the day of your check-in. We have linked our policy below. This is also posted on many areas of our website and on screens at all entry gates.
************************************************************
Customer response
05/09/2024
Complaint: 21669827
I am rejecting this response because:First, I was a drive-up customer, so I certainly wasn't looking at the website.
Second, maybe the prices were posted somewhere at the entrance. If so, they were not obvious. I was a little busy trying to figure out how to get the gate to open for me with a car waiting behind me. I had not used that entry system before.
Third, whether the price is posted is irrelevant, in my opinion. My complaint is that you more than doubled the price because of a lack of spaces around the airport due to spring break. That is very clearly price gouging. That's the point. Price gouging. Taking advantage of people. Your lot is large and was full. You were clearly making a lot of money because of the busy time. You had to also take advantage of people in that way? That is just deplorable.
Sincerely,
*********************Business response
05/20/2024
Hi ****,
The point of us posting our rate is so the consumer has the choice to determine whether they park with us or not. We do not hide our rates or that our pricing is based on a dynamic pricing structure. We do not have a "regular rate". Our rates fluctuate on demand.
Customer response
05/20/2024
Complaint: 21669827
I am rejecting this response because: the business is hiding their price gouging behind fancy terminology. What they do to customers at busy times is absolutely disgraceful. I know I will not get any financial satisfaction, but I have told everyone I know that Parking Spot *****. I will continue to make this point repeatedly and loudly. I was ripped off as were, apparently, thousands of other spring break travelers. What a disgraceful business model
Sincerely,
*********************Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had good experience with the Parking spot until recently. We checked in on April 18th at the **************************** Spot 2 and was told the uncovered parking rate was $14/day. Upon check out on 4/28 we were billed $24/day. Attendant on duty refused to help us and was very condescending. I am requesting a refund for the difference. We plan to remain a customer unless this issue is not resolved.Business response
05/06/2024
Hello,
Without a reservation, you are charged the drive up rate on the day of your check-in. We have screens at all entry gates to show the drive up rate. On the day of your check-in, the drive up rate was $23 per day. We'd be happy to offer a 10% discount as a one time courtesy. In the future, you will need to book a reservation for the best rate.
Customer response
05/06/2024
Complaint: 21652870
I am rejecting this response because: obviously your signage is not visible because we would not have agreed to check in and would have gone to other places if we knew how ridiculously expensive your rate was. We were informed by the attendant that the rate was $14/day.
Sincerely,
*******************************Business response
05/20/2024
Hi *******,
Please see the photos attached of all the drive up screens that we have at all entry gates.
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Customer Complaints Summary
54 total complaints in the last 3 years.
38 complaints closed in the last 12 months.