ComplaintsforThe Parking Spot

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used the Parking Spot service for many years. Never had a problem. Just pulled into their lot on my departure day many many times. Recently I parked there at ************** ************** and was charged $553.28 for 9 days! Upon speaking with their manager, I was told that I did not make a reservation on line and that the rates can vary depending on how busy they are. I have never been forced to make reservations before and, in fact, I parked there in January and was charged less than $200 for the same amount of time.I have emailed them my concerns with no acknowledgement or response from them.I will never again use this company and will discourage anyone to use them. In speaking with the manager he said all I can do is give you 10% off!

  

  Business response

  04/26/2024

  Hello,

  At The Parking Spot, our rates can vary depending on availability. As our facility can fill up quickly, we may have limited spots available, resulting in higher daily rates for the last few spots. To secure the best rate, we recommend making a reservation at least 2 weeks before your check-in date. Our pricing structure is set on dynamic pricing. We have it noted on our website that without reservations, you are charged the drive up rate. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved parking online with Parking Spot that included a special price of $66.76. The reservation check in date was 4/12/24 and check out date was 4/16/24. I checked out on 4/16/24, but was charged $146.84 - which is $80.08 more than my reservation. When reserving a parking spot time, especially a check out time, you are estimating based on an on-time flight, although sometimes there are delays. I was unfortunately "LATE" by 1 hour and 24m due to a flight delay and being shuttled back to parking lot, although it still was on the same day as the reservation states. I simply want a $80.08 refund for being overcharged.

  

  Business response

  04/26/2024

  Hi ****,

  Thanks for reaching out! We do apologize for the inconvenience this caused you!

  We did a little research and it looks like your reservation was never checked in so the system believed you checked in without a reservation. Not to worry! We've linked the reservation to your stay and emailed you a copy of your refund. In the future, please make sure to scan the ** code in the app or on your confirmation email at both check-in and checkout so it links correctly. 

  Customer response

  04/26/2024

   
  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Does TheParkingSpot have ANY customer services at all? I have an issue that I submitted suport tickets twice in the past 2 months and both got ignored. It is said on the report ticket creation email that anwering time is 6 business days. It has loooooooong past 6 business days for both tickets I submitted. I tried calling the corparate office but no one answer either, said in the automated recording that they only provide support online. There is no other ways to contact any customer surport at all for this company. There are no human answering any phone (the lot or corparate office), and online support ticket is not answered either.Please I just want someone from TheParkingSpot to answer to my issue and get it fixed for my account. Is that so hard?Below is the original suport request I submitted to TheParkingSpot:Hi, I previously booked two consecutive reservations for my trip from March 2 to 10, all prepaid - - Reservation confirmation ********* for 3/2/2024 12:00 PM to 3/3/2024 12:00 PM - Reservation confirmation ********* for 3/3/2024 12:00 PM to 3/10/2024 11:00 PM I was able to check out at the end of the trip, but was not given any paper receipt upon checkout. After the trip I cannot find any receipt or record in your web portal showing my stay, nor did my stay get counted towards the reward points. I would like to request a receipt for my stay and please also have it reflected on my reward points. Thank you.I have attached the reservation confirmation PDFs for your reference.

  

  Business response

  04/15/2024

  Hi *****,

  It looks like you selected you found a solution which then closed the ticket & it did not reach out customer service team. Your follow up replies essentially went to a closed ticket. You had an open reservation on your account which caused these issues. The transaction has been closed & receipts will be sent by the supervisor. She will reopen your ticket. Both missing stays have also been added to your account.

   

   

  Customer response

  04/16/2024

  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. Thank you for assisting the resolution of the issue. 

  In the response from the business, they stated I submitted the suport tickets wrong. I just want to clarify that I didn't - I have attached screenshots for the proof that the tickets were in fact submitted correctly both times, at least from what I can see on their web portal. If the tickets were closed automatically on their end, then they need to check their software settings and correct it. From the consumer's point of view, the tickets were submitted successfully, then no answers from support team long past stated response time, then angry customer.

  Please post/attach my response above publicly to the case on the business's BBB page if possible. I would like to have whoever else looking at their BBB page have a full picture of the issue and resolution, in case they are also in the same situation. Thank you

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

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I park often at this facility and am listed as their highest reward tier (Platinum). I have already parked at the facility (Parking Spot 1 in *******) 29 days this year which is about a third of the year. I have a car I use primarily for parking at the airport and used it on my visit 3/18-3/20. When heading back to The Parking Spot 1 3/24 I noticed my rear bumper was badly scratched and had both black and yellow paint in a long line across it. I did not notice it when I returned on 3/20 as it was dusk and my vehicle has not been anywhere other than the driveway and The Parking Spot. I tried to report it to the attendant on 3/25 when I was leaving the facility but the attendant said I would have to come back when the manager was there (it was night time which is typical for when I leave the facility). I sent an email on 3/25 via the website as well (with photos of the damage). I received an automated response which stated I could reply to the email for more information (I attempted this on 4/2 with no response), I then was at the facility again on 3/28 and was able to catch a drivers attention that was getting ready for the day. I showed him the damage and he took some photos. He swore he would tell the manager (*******?) and that I would get a response.I would like to get them to respond and get this resolved as it appears clear to me that a shuttle hit my vehicle. I washed my car to see if the paint/damage would look better, but not much improvement.

  

  Business response

  04/09/2024

  Hi *******,

  Each facility handles their own damage claims. Someone from our guest services team will contact you today to confirm your request has been received & it will be escalated to the management team at that time.

   

   

  Customer response

  04/15/2024

   
  Complaint: 21540634
  
  I am rejecting this response because: They only have responded that they are looking into the issue and someone would be in touch with me.  There has not been any follow up.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/17/2024

  Hi,

  We have confirmed with the general manager that she has reached out to you via phone and you have failed to contact her. Each facility handles their own insurance claims so you need to speak with her and provide her the information she needs to file a claim.

   

   

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response and the facility has been in contact with me and filed the claim with their insurance carrier.  The response that I have not responded is not accurate. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a parking spot for long term parking in *****. For ***************************. It was clearly stated in the email that I received, that I could cancel my reservation up to 1 minute before my parking time. I attempted to cancel the reservation, and then was told that pre paid reservations were non refundable. Even though on the email I was sent, it stated that I could cancel the reservation. This is fraud. And I want my money refunded to me.

  

  Business response

  04/05/2024

  The reservation has been refunded. Please allow 7-10 business days for the refund to be shown on your end.

   

   

  Customer response

  05/20/2024

  Complaint: ********
  
  I am rejecting this response because: Hello, My name is ***********************. I submitted a complaint recently, complaint #********, filed on 4/4/24. I was told by the business that I would receive a refund within 7-10 business days, but have yet to receive it. That message was sent by the company on 4/5/24, so it has been longer than 7-10 business days. Can you please tell me what the next steps are to receive my refund? Thank you,

   Sincerely,
  
  ***********************; 

  

  Business response

  05/21/2024

  Hello,

  It looks like the payment/refund was rejected. Someone from the local facility will be contacting you to process a manual refund on their POS machine. We have just emailed them your contact information. 

   

   

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/24 we returned from our trip only to find your company locked our keys in the car and they were unretrievable. We own a 2022 ***** which if keys are locked in the car for an extended period of time it will lock. This error happened because your employees were negligent and left keys in the car - why would that happen? The mgr who was on duty claims they park over 300 cars a day and are busy - when I pulled up at 3am no one was at the establishment and we had to unload our own luggage and enter the building where 2 attendants were engaged in conversation and I had to ask if anyone actually worked there to get service. We handed over the keys and left on transport provided - we were the only 2 patrons on the bus. I asked for a refund for this egregious mistake made by your employees only to be told it was our fault for not telling your employees that the car would auto lock after an extended period of time with keys left in the vehicle - really?? Why was I not told that in an unsupervised lot my new car would be left unattended with keys in it??Further more your associate should have contacted me via email or phone alerting me to the problem long before I arrived so I could make arrangements for someone to bring a spare key. I was told they had no way of reaching me but that is not true - when I booked my reservation my acct has my phone and email. I was also told they could not issue me a credit that would have to come from corporate- really?Your company employee also eventually agreed to 5 nights of points for future use. When I asked for a receipt it proved to only be 3 nights and the new shift mgr said the last mgr only agreed to 3 - this is a lie as my daughter in law and myself were both there when he agreed to this. My understanding is there are video records of all of this - perhaps you should look at them.Id like a response immediately.

  

  Business response

  04/09/2024

  Hello,

  we have received your inquiry and added the missing free days to your account. Please reach out to ************************************ if you need further assistance.

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issue: Failure to Provide Receipt after Service Request During a recent out-of-state trip, I utilized the parking services at the airport through my platinum membership with PNF. However, upon arrival, I discovered that PNF had been acquired by "the Parking Spot." Adaptively, I switched to the new app and made my reservation without encountering any hiccups.Upon returning home, I sought to obtain a receipt for my parking fees. The automated machine issued a receipt reflecting a balance of $0, which was accurate since I had prepaid. Anticipating a seamless process, I intended to retrieve the receipt through the app and forward it to my email. However, I encountered an unexpected hurdle as the app's receipt function appeared to be dysfunctional.Subsequently, I attempted to access the receipt via the website, only to find that my reservation was untraceable. Resorting to contacting the company, I discovered they had foregone traditional customer support in favor of an email system. Despite reaching out thrice over a span of five days, I received no response.As someone who requires receipts for corporate travel expenses, this lack of communication poses a significant inconvenience. Time is of the essence, and the unresponsiveness of the company impedes my ability to fulfill my obligations promptly.

  

  Business response

  04/05/2024

  Hello

  Our team is only offering online support. I am unable to look up any information with the information **** provided. Please contact us at ************************************ or contact the local facility directly.

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a parking spot at the *** location for 3 days.Unfortunately i had to change my flight due to a family emergency and wanted to change the dates.It states clearly on the website that i can change the dates myself but neither on a desktop or on the app was this possible. I contacted the *** location and although the person on the other end was very friendly, they informed me that they could not help me to change the reservation. They gave me an email to contact the company. Which i did, i send an email to two different email addresses and even used their contact form on the website and yet no one has gotten back to me.All i need is to change the dates and them to make this an option for people to do this themselves.Not even having a phone number to contact them is very frustrating!

  

  Business response

  03/01/2024

  Guest has been refunded. We are going through a transition and previous policies are no longer valid

  Customer response

  03/01/2024

   
  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

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They more than doubled their rates after more than two years of parking there for 2.5 out of 3 weeks and did not notify me in any way that the rates had changed. **************** was more than worthless

  

  Business response

  12/29/2023

  Good Afternoon, 

  We've received email ***************************** on 12/26. Email has been attached. ******* confirmed he did not have a reservation for his stay. We have screens shown at all entry gates to show the drive up rate for those who choose to park without a reservation. We also have it listed on our website, link below, that the best rate does require a reservation. 

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

  They receive our marketing emails, which we have emailed over the past 8 weeks that the lots are filling up and the best rate does require a reservation. Opt in screenshot is attached. Please let me know if you would like copies of all marketing emails sent during the timeframe. 

  As a courtesy, we'd be happy to honor the rate of $10 per day for the stay in question as a one time courtesy. In the future, a reservation must be made. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They ripped off two 63 year olds, one of which is blind. Made us pay $27 in cash because it was a small suv and then when we returned from a delayed Jetblue flight made us pay $30 more in cash before we could get our car keys. I understand we were late, but why not charge us for another whole other day of $9.99. Nope $30 bucks cash. No receipts. Cash only. Totally ripped off ????????????????????????????

  

  Business response

  11/07/2023

  Hello,

  We'd be happy to look into this! We have not received any correspondence from you directly. Would you please email our ***** Services team at ********************************* Please include the BBB complaint number in your subject. 

  We will need the following information: confirmation number, dates of stay and the exact amount charged. Our policy is that we do not accept cash so we are committed into getting to the bottom of this! 

   

   

*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. ↩