ComplaintsforPremium Parking Service, LLC

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/21/24 we parked in a garage in Annapolis. We tried on 3 different cell phones to pay for parking but were having trouble with the parking app. We finally thought one of the payments went through, that we paid for 3 hours of parking. Then about 2 weeks ago we received an invoice in the mail for $50.00 stating that we did not pay for our parking in the Annapolis garage. We filed an appeal the same day we received the invoice (which has no date on it) and have followed up since with an email with no reply. Now the invoice is up to $60 because it's been over 15 days since the letter was mailed - which we wouldn't know since there's no date on the letter. We tried again to appeal, but receive a notice that an appeal has already been filed but still no response. We tried to pay only the $9.75 we owe, but their payment system only allows payment of the total invoice of $60. We feel we have done our due diligence to try and pay what we actually owe for the parking - including on 9/21 when the app said that we registered and paid that day.

  

  Business response

  10/29/2024

  Thank you for submitting your concerns.  The local management of that location will be contacting you to discuss.  We appreciate your time and patience during this time. 

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22414437, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]  We have communicated with the business without response already by filing the appeal and never getting a reply. In the meantime, the amount of the ticket will continue to increase. We truly thought we paid for this parking on the day we were there, it wasn't until we received the ticket in the mail that we learned our payment did not go through their payment app. 
  
  Regards,
  ***** *******
  
   
  

  

  Business response

  10/31/2024

  We understand you rejected our solution.  The local manager called you yesterday and left you a voicemail.  Please note that the city of Annapolis has very strict codes and guidelines regarding specifically these parking operations.  Please return the voicemail so the manager can go over all of the options with you.  If your dispute is rejected or not approved, the city offers court appearances for you to state your case to ensure fairness. 

  Customer response

  11/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I spoke with the business representative today (11/01/24) in reference to complaint ID 22414437 and find that the resolution we came up with during our call is satisfactory to me. The business has waived the ticket (which is appreciated), and no money is owed on my part. Thank you for your assistance.
  
  Regards,
  
  ***** *******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I park my car at mall garage and didnt have any signs or anything about pay parking.

  

  Business response

  10/15/2024

  Thank you for submitting your complaint.  We have a 98% compliance rate at this location meaning we have signage in place and only 2% who have not paid.  We would recommend you file a dispute.  The process is very easy and will provide you with some additional insight.  The instructions can be found on your invoice.  Here is the link: ******************************************************************************;

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Saturday October 5th, after parking in an open space, I used the Premium Parking app to pay for 6 hours. Upon return, my truck was booted. I called the service at the number provided and asked why I was booted at 12:18pm when I clearly had registered in their system at 11:55am. The representative stated the lot I paid for was not the lot the truck was in. I disagreed with her by stating that the lot that showed in their app when I parked was paid for. I was told the only way to have the boot removed was to pay the $146.35 stated on the immobilization notice. I told her I had a confirmation number for a payment of $57.16 to which she said did not apply to the violation because it was not for the lot I was in. I reluctantly paid the fee and left the lot. Upon arriving home, I sent a complaint requesting a refund. An auto-response followed stating I would receive notice of their decision in 72 hours. That was Saturday October 5th and today is Thursday October 10th and I have yet to received a response. I emailed their customer ********************** and received another auto-response stating, "Hello, Thank you for your feedback. A Premium Parking representative will review your message and will be in touch shortly if action is necessary." Note the time period is no longer 72 hours but is now "shortly if action is necessary." I knew this situation would result in me getting the run around when they demanded payment to get the boot removed with the option to challenge the charges. So now, for 6 hours of parking, I am out $203.51. I'm sure I'm not the first and certainly not the last the City of *********** and Premium Parking will be running this scam on. Along with getting screwed out of the $203.51 I'm sure the ***************************** and Permits will enjoy taking another $50 from me just to allow my complaint to be heard.

  

  Business response

  10/11/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of turning around your experience we will issue you a refund for the immobilization.  Please allow 3-5 business days for processing.  If you have any questions on paying for parking in the future, please contact us at ************ option 1.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We parked in the ********************************************** garage in ************ on 9/6/24 and were there for 10 hours, 28 minutes, and 15 seconds. We paid a total of $34.00 to park there in two payments of $17. We made the payments over our phone through the Park Mobile app. The cost to park there for 24 hours was $23.75. Despite our paying more than was required, we received a citation for $50. This citation is handled through Premium Parking. The citation was a paper document sent to us via **** and clearly showed a "Total payment made $34.00" and "Total time parked 10:28:15". I appealed the citation and provided a copy of the citation with the "Total payment made $34.00" and "Total time parked 10:28:15" highlighted in yellow. I also provided a copy of the advertised 24 hour parking rate of $23.75. The citation was received in the mail on 9/19/24 and I filed an appeal the same day. The appeal said "Your dispute form has been submitted. Our local management team is reviewing and you will receive a response, via email, within 72 business hours." 15 days later, on 10/4/24, I still hadn't heard anything so I followed up with an email asking what the status was of my appeal. No response. On 10/8/24, called Premium Parking and was told that **** ****** was responsible for reviewing and deciding the issue. That same day I received an email denying the appeal and stating "The information printed on the ticket is from a 3rd party vendor. The amount listed as paid is not correct. The error has been ***orted to my manager. This is a known issue and my apologies for the confusion it causes." It was unclear what the error was, however, the email said that they only received one payment. This should be questioned given that their own citation was proof that we paid the $34. If they have a tech issue and can only find one payment of $17, that is not our fault. The Premium Parking *** admitted that "This is a known issue". If they continue citing people who paid the full amount, this is fraud.

  

  Business response

  10/15/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration caused by the inaccurate reporting of your payment.
  Upon reviewing your case, we have confirmed that you paid $17.45 via Parkmobile for your provided license plate. This has been verified through both the backend of the Parkmobile system and the Parkmobile integration with Premium Parking. We have reported this inaccuracy to Parkmobile and recommend that you also report this to them. While we understand your frustration, this issue is not related to the technology or platform of Premium Parking. 
  We value your feedback as an opportunity to improve our services and ensure a better experience for all our customers. 
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and patience.

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  [Provide details of why you are not satisfied with this resolution.]. 
  

  I paid the $17 charge twice. The park mobile app said it was paid and the citation acknowledged receipt of the total amount I paid of $34. I dont doubt there is an issue with the system. However, it isnt reasonable or fair to expect me to know that youre not able to see the second payment, for whatever reason. You are the ones that have acknowledged knowing about the issue already, therefore, any issues with your receiving or seeing the second payment is on you.  A formal citation against us for violating the law is inappropriate. Charging us an additional $50 as a penalty is inappropriate. You were the only ones that had any prior knowledge that the tech has an issue, if it has an issue. Everything on my end showed that we paid $34 on that day for just over 10 hours when the cost of parking for 24 hours was $23.75. The citation confirmed this. Void the citation.
  
  Regards,
  
  ***** ******
  
   

  
  

  

  Business response

  10/22/2024

  We received your rejection and have an update for you.  We conferred with the ************* and they have agreed to let this invoice be voided.  Please allow 3-5 business days and disregard any reminder notices you may receive in the mail. We apologize for the inconvenience and friction this has caused you.  We are determined to make this right for you.  Void request has been sent. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/18/2024 while visiting a small bay town in *** I found a sweet little parking lot that said parking. It was not posted paid parking. The lot was overgrown and had no signs of being a private lot. A few hours later I leave. To my suprise 2 weeks later I receive a ticket in the mail. Ticket # *******. I am 65 years old and have never had a parking ticket and certainly would not attempt to steal services. I realise that this is a money maker for the business but I suggest they correct their sign to read Paid Parking in order to avoid litigation. I am more than happy to pay for the parking but feel like the company is taking advantage of a very busy area with lots of out of town guest.

  Customer response

  10/03/2024

  if you open the attached filr you will find photos of the ticket.

  Customer response

  10/04/2024

  Attached is file with photo

  

  Business response

  10/07/2024

  Thank you for submitting your concern.  We have reviewed the location and there are signs in both the corners and in the middle of the backside of the lot.  We have decided to void this one invoice for you.  If you ever need help or have any questions, please reach out to us at 844.236.2011 option 1.  Thank you for your patience and please disregard anything you get in the mail over the next couple days, as reminder notices are mailed out.  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 09/21/24 I parked my car in a lot outside of business I have frequented several times. I noticed immediately several parking signs I had not seen before. In bold print, the signs read "Free Visitor Parking" and in a similarly bold print it reads "All others must pay". Since I was visiting the business (Golden Goose), I went in the business with the assumption I met the requirement to park for free. A little less than two hours later, I exited the business to discover my car had been booted by Premium Parking. Immediately, I went up to the signage to view it more closely and noted in a much smaller font it indicates that visitors must register their vehicles and validate at one of the businesses sharing the lot. The towing company required that I pay $160.98 ($100 boot fee + $48.71 unpaid parking fee + $12.27 in taxes) immediately to release the boot on my car. I paid the $160 fee and my car was released, with an assurance from Premium Parking that I could file an appeal to receive a refund with a receipt from the businesses showing I patronized the business. It is also noted Premium Parking uses video surveillance in the lot that could be reviewed to show I only visited the business that uses the lot and did not leave the business for the duration I was parked. I submitted my appeal as instructed on 09/23/24, attaching the receipt from Golden Goose as evidence. The next day on 09/24/24 I received notification my appeal was denied citing the "smaller" instructions on the sign regarding validation, as "adequate". The denial description went on to claim Premium Parking has no record of us paying at all. I attempted to send evidence of the $160 payment, but their website doesn't allow for follow-up after a decision has been made on an appeal. Unfortunately, I am now out-of-pocket $160 with no recourse having provided evidence supporting that I patronized the business as a visitor. I would expect a refund of the 'Unpaid Parking Fee' of $48.71 given the evidence.

  

  Business response

  09/25/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. We have decided to make a one time exception and refund your immobilization.  In the future, please contact us if you have any questions regarding payment of specific location questions.  ************** or ********************************************************************************************************.  Please allow 3-5 business days for the refund to process. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a parking violation for being in the lot for 17 minutes. We did not park. We emailed a request for it be reviewed. Upon review the business and I agreed to compromise for a $20.00 fee. I had to wait 3 days for their system to update. Ill be honest, I forgot. Most people would. I didnt receive an updated invoice or any notice that it was completed. I received a notice later with the original violation charge and a late fee that was DOUBLE the amount of the agreement (*****). I called on 9/3 and 9/17 to discuss this concern to come to a resolution and they failed to return my calls. I have now received another notice with the *****, plus another ***** fee. I did my due diligence to rectify the issue but the company is not willing to correspond with me. I would like to go back to the original agreement and the bill will be paid in full.

  

  Business response

  09/25/2024

  Thank you for submitting this concern.  We apologize for the inconvenience and are looking to resolve this issue for you.  We have honored your request and we have lowered the invoice to the minimum of $15.00.  If you need any help in the future, please either contact support at ************ or email us at ********************************************************************************************************.  We thank you for your time and understanding in this matter. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello - from 7/3 to 7/6 my ******** stayed at the *******************. We set up & paid for parking through Marriott, as shown on the attached receipt. However we subsequently received three unpaid parking invoices for those days.Since we had already paid for parking we submitted an appeal through the designated process. The appeals were submitted on 8/2 (for invoice ********) and 8/23 (for ******** & ********). During the appeal process it was stated that "Our local management team is reviewing and you will receive a response, via email, within 72 business hours.", however it's 9/18 and no response has been given. Proof of the appeals & pending decision are also attached. It seems their plan is to slow walk the appeals process and threaten to send you to collections so that you'll pay anyway.Therefore, due to the fact that parking was in fact paid for and the unacceptable conduct of the appeals process, I am respectfully requesting that the parking tickets be voided. Thank you.

  

  Business response

  09/20/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. Your dispute was approved yesterday and the invoices are officially voided.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We appreciate you and we will make this right!  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Friday, 8/30/24, I entered the near-empty LotP2811 on the *****************************************************************. I parked and immediately paid at 6:08 PM for 3 hours of parking at a reasonable rate of $8.32. I met friends for dinner and we were held captive waiting for our checks for over thirty minutes due to the crowds. I hastily returned to my vehicle at approximately 9:20 PM, defrosted my foggy windows until the vehicle was safe to operate, and opened my maps app to guide me before leaving the lot at 9:24 PM. We had a wonderful time, minus the waiting game stress, and vowed to return with our local friends soon. I admit that I was over time by 12 minutes. Today, 9/18/24, I received a sudden notice that I must pay $68 in less than 2 weeks time due to the offense of "Over Grace." **** inspection of your site, I was informed that the "Grace ******* allotted is *********************************************** any terms/conditions that I signed that this "Grace ******* refers to the time EXITING the lot rather than RETURNING to the vehicle. $68 for an extra few minutes sitting in my vehicle to ensure that it was SAFE to operate is unreasonable, especially considering your website does not specify the "ticket amount" or "unpaid parking fee" amounts. This is misleading and I request that the "Grace ******* be honored based on the time of 9:20 PM that I returned to my vehicle. I entered a dispute on your website and was informed that I would be contacted within 72 business hours. That equates to 9 full business days, putting the maximum time of response into October; the fee schedule listed on the invoice, however, demands that I pay prior to 9/29/24, or the cost will increase to $108. How can anyone be reasonably expected to pay before they've likely even heard back from your company regarding the state of a dispute?License plate# of GA *******. Ticket Invoice #********

  

  Business response

  09/24/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you.  Please allow 3-5 business days to reflect the void.  Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out.  We appreciate you and we will make this right!  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/28/24 I received a parking ticket on the windshield of my car for 68.00. Iwas parked behind the Lockspot cafe and we went into the cafe to have lunch. This ticket placed on my windshield at 11:19 am that is 19 minutes after I parked in a legal parking spot that wasn’t marked with paid parking, no parking number, pay box or parking attendant or meter or sign. I was with my daughter and husband and we all verified that it was not a parking to pay. The Lockspot cafe address **** ** ***** *** ******* *** I am very upset about this ticket. I’ve never received a parking ticket in my life. I lived in Wa state most of my life and I know what to do and look for when parking. I feel this is a fraud absolutely and this company just waiting for someone to park on this street along the railroad tracks. These spots look to be on a street and not private property. I since have read other complaints on internet that this company pulls these stunts. I am not wanting to pay this ticket and want this company on notice.

  

  Business response

  09/11/2024

  We apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and we are researching the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you.  Please note that this is a one time exception.  Please see the signage picture attached.  If you need any help paying for parking in the future please contact us at ###-###-####. 

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22267038, and find that this resolution is satisfactory to me. 
  
  Regards,
  ***** *******

*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. ↩