ComplaintsforLAZ Parking

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16, we parked in a LAZ Parking lot just north of Northbank condos. We had parked there years ago and paid at a terminal. The terminal wasn't operational. We saw the sign by the entrance. We downloaded the app. The app was confusing, but we signed in as a guest. We input our CC number, expiration date, and security code, plus other requested information. After standing in their lot for 15 minutes working through the app, we thought we had made the payment and were done. The LAZ system should have registered the fact that we had input our CC number. There was never an attempt to avoid paying for parking in their lot. We found a ticket on our car. We thought we had done everything correctly. We appealed. LAZ Parking restricts appeals to 500 characters, not enough to explain much. We believe we paid for parking. It is not our fault that LAZ Parking’s app is confusing and didn’t register our payment. After denying my appeal, I sent a message to the company saying that I would send the amount we thought we had already paid ($8.00 plus change). A $30.00 fine under the circumstances was unwarranted and unfair. LAZ Parking ignored this correspondence. It shouldn't take 15 minutes to pay for parking in Columbus. A $30.00 fine is excessive, not valid, and the judgment rendered is arbitrary and unfair. I will gladly pay what I thought we had already paid. Reasonable people would resolve this situation in this manner. But LAZ Parking apparently isn’t interested in being rational. They seem perfectly content with levying fines and threatening to employ collection agencies. Terminals that don’t work, apps that are confusing, an appeals process that is arbitrary and restricted, ignoring customer correspondence, and making threats seems to be the way Laz Parking chooses to enhance its revenues. This kind of behavior gives Columbus a black eye. It's this kind of experience that keeps older folks like us from coming downtown.

  Business response

  11/03/2023

  Dear Mr. ***** ******:

  This citation was issued on 10/13/23 (Not 10/16 as indicated above).  LAZ Parking contracts with ParkMobile which is a 3rd party payment processing App.  The instruction posted throughout the parking lot clearly explain how to use the App and pay for parking.  All Customers are expected to follow those instruction and there were no issues with the App on 10/13/23 when the citation was issued.  Multiple customers paid without incident throughout the day (and night).  In addition to the instructions posted in the lot, LAZ Parking has a 24/7 Command Center phone number posted in the lot so that customers can call if they are having issues paying.  Generally, payment via the ParkMobile App takes about 1-2 minutes.  However, Customers who cannot successfully navigate the app should consider other parking options including the Neil Ave Garage located directly across the street from this lot.  It is automated and prorated to the nearest 1/2.     As a one-time courtesy, this citation is being reduced to the parking rates in effect at the time you parked.  The rate for parking was $8.00.   Please reference the citation (orange envelope) for further details on how to pay or go to ViolationsParking.T2Hosted.com or make payment via check/money order mailed to the address listed at the bottom of the ticket. We appreciate your business, Thank you.      

   

  Customer response

  11/07/2023

  [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 accept the business's response to resolve this complaint.  Thank you for your understanding.  

  
  Regards,
  
  ***** ******

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a monthly customer at the *** **** **** NYC garage and have been enrolled in autopay since March. Starting September, autopay apparently failed, and I was charged a $25 late fee on September 11. I was notified by my garage attendant about 1 week later. I tried re-entering the credit card information, but it still did not work. I called customer service on September 20, but they ultimately did nothing about it. Someone independently called me about my unpaid balance (from phone number ###-###-####) on September 21. I told him situation and he said he would reverse the late fee, but this was never done. On September 22, I successfully paid the balance (minus $25) in person at my garage, using the same credit card that had previously failed with autopay. On October 11, I was charged another $25 late fee. On October 24, I sent a message about the late fee via the web site, but have not heard back from anyone yet. There is clearly a problem with the autopay system, and I should not be charged these late fees, now totaling $50. I am filing this complaint because the customer service has been unresponsive.

  Customer response

  10/27/2023

  
  ********************
  Thu, Oct 26, 2:25 PM (21 hours ago)
  to disputeresolution
  
  To BBB,
  
  Please close this complaint. I finally got through to customer service this morning and they have canceled the late fees in my complaint.
  
  Thank you,
  ****** ********
  
  Sent from my iPhone

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Coming from out of town and not knowing where to park for a wedding at the nearby park area. Parked in the garage after not finding available street parking closer - looking around wondering where to pay thinking we would pay on exit. Again, from out of town and do not know the parking situation within this part of the city. Came back less than 15 min later after parking with a $30 violation for non-payment. Filed an appeal and was only told there are several signs and an app I should have downloaded. I did not see any signs upon arrival or leaving... nor anyone around to ask. This is very frustrating that people coming into the city are unaware and they have to figure out who owns the parking garage, have a smart phone to download an app, and figure out how to pay from there all before BEING FINED for non payment. Do better and stop bring SNEAKY on people to just make a buck.

  Business response

  10/05/2023

  This is a valid citation for parking in the ********* P1 Lot in Columbus, Ohio.  This lot/garage is automated, and customers are expected to pay for parking using the automated ParkMobile parking app.  There are signs posted throughout the garage with detailed instructions on how to pay using this App.  Additionally, there are signs posted at entrance/exit advising customers that payment is required upon entry.  In the center of the Garage/Lot is a large overhead sign advising customers to "Pay Here" and the signage includes the phone number of our 24/7 Command Center so that the customer will call if they are having issues paying.  LAZ Parking manages this location, and we believe that the signs adequately advise customers who are not familiar with the parking requirements.  LAZ Parking also values your business as parking customer.  As a one-time courtesy, this citation is being reduced to the parking rates in effect at the time you parked.  The rate for parking was $8.00.   Please reference the citation (orange envelope) for further details on how to pay or go to ViolationsParking.T2Hosted.com or make payment via check/money order mailed to the address listed at the bottom of the ticket. Thank you.   Once again, thank for your business and we look forward to serving your parking needs in the future.  

  - LAZ Parking

   

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Working exhibitor setup at Indy Indianapolis Convention Center- FDIC they did not allow parking due to Fire Trucks. My work truck has ladder racks and we had no choice but to park at Victory Field. Wasn’t parked for long and came out found citation ********, crazy that it’s a $20 citation and tried to make payment for hours, including changing browsers. Tried company credit card to personal credit card all “Error card could not be processed”. Taking more time than I parked. Including contacting my work after office hours to see if they could help. They too received the same error code. LAZ Parking contact reflects a phone number to call but not for payment issues. I plan to call the number again in the morning even though it’s a billing issue. My only option was to complete a form. This is ridiculous that it’s taking hours to try and fix this. Let’s call it even or discount for my time too. App for LAZ parking also doesn’t have a filter to pay for citations.

  Business response

  04/27/2023

  Good Morning, 

  Thank you for reaching out to us and sharing feedback on our citation process. We apologize for the issues that you encountered while trying to pay your citation. We have voided this ticket for your inconvenience. If you come to town for the FDIC event every year, please do not hesitate to email our team next time in advance with any parking questions you have. We have several locations downtown that can accommodate larger vehicles. Victory Field is not a 24/7 public parking location, and is event based depending on the Indianapolis Indians schedule. There are signs posted at both entrances stating "Permit Parking Only" when it is an event day. I hope this helps to clarify for you. 

  Please email me directly at indy@lazparking.com if you have any further questions or need assistance. Thank you for choosing LAZ Parking. 

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

  Customer response

  04/28/2023

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I want to express how wonderful and relieved on how everything worked out for us. Hopefully LAZ Indy Parking's mobile website doesn't face any more technical difficulties. Their prompt response and attention to detail was most appreciated. Along, with providing me assistance for the next time I'm in town on business.

   

  
  Regards,
  
  ******* *****

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Respectively on 2/22/2023, and on 2/24/2023, LAZ Parking overcharged my checking debit card a total some of $40.00, at the company's parking garage located at 50 South Young Street, Columbus, Ohio 43215. Specifically, on these dates, I was overcharged once on 2/22/2023, in the amount of $8.00. Similarly, on 2/24/2023, I was overcharged a total of $32.00, which was over 4 separate transactions. I have since contacted the company and have directly communicated with ****** *******, Project Manager, to request a refund of the overcharged amount. Per Mr. *******, on these dates, the credit/debit card processing systems at the company's parking garage was not properly working. Therefore, per Mr. *******, the non-functioning system resulted in my checking account being overcharged. To date, however, LAZ Parking has not properly refunded me the overcharge/overpayment.

  Business response

  04/11/2023

  Hello 

  Thank you for reaching out and my apologies for the charges. 
  

  *** ****** will be in contact with you in regards to the refund.  
  

  thanks 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  3/29/23 parking in Neil ave garage. Parked on level 4 on corner it says compact cars in big letters so I parked there and went to work in parks edge down the street there parking alone costed me 14.00 a little over five hours then seen when got in my car after paying ticket seen orange envelope. I about flipped. So I read what it said after I backed my car up it said in little letters suv and something else I was very upset. I work hard and have to pay and extra 30.00. Is terrible when I have a compact suv it's smaller than most little cars. I have a buick encore and it's a little suv. I think they are targeting people in that garage depending on vehicle idk it's an honest mistake and I never had gotten a ticket in garage before. I'm a very honest and hard working small business employee. I'm just trying my best can u help me please PLACE :NEIL AVE GARAGE :PARKING OF 30 DOLLAR TICKET VIOLATION # ************. Officer : JD1. Thank you for your help **** ******

  Business response

  03/31/2023

  Dear **** ******:

  This is a valid citation for being parked in a compact car space. Your vehicle is  an SUV and not a compact car. The signs posted in the Compact Car Only stalls state SUVs, Trucks, and Vans Prohibited.  These Vehicles are not permitted to park in compact car spaces at this location due to their height and size, regardless of if they fit in the space or not. The objective of the Compact Car only spaces in this garage are to allow for greater visibility for vehicles making turns in the Garage.  Pedestrian and vehicle safety is our highest priority at LAZ Parking and while the vehicle may fit in the location the view obstructions that it may present puts our customers at risk.  Therefore, Only low profile compact CARS are permitted in these locations.  As a one time courtesy, this citation is being reduced to a warning only. No Payment is necessary.  Thank you for your business and We looked forward to serving your parking needs in the future.  
  

  
  
  - LAZ Parking.  

  Customer response

  04/11/2023

  [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 accept the business's response to resolve this complaint.

  
  Mon, Apr 10, 4:27 PM (17 hours ago)
  to BBB, me
  
  incoming call 4/10/23   complaint can be marked resolved 
  
  Neil Ave parking garage - first time any kind of ticket, and did not realize it was such a concern when her SUV was a smaller SUV that fit with room to spare
  # 19878051
  
  read business response aloud to her and she asked that I reply on her behalf to the complaint:   the complaint has been resolved to her satisfaction

  
  Regards,
  
  **** ******

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 3/24/2023 I parked in the Neil Ave. Garage in a space for a compact car because I have a compact SUV. I received a $30 ticket but I parked a Honda CRV which is designated as a compact. I appealed by via their website but they would not accept the appeal. I reviewed the BBB site and LAZ Parking waived the ticket for another customer in January of this year for the exact set of circumstances. As that customer noted, a compact car is also called a small car. They are between 161 and 187 inches in length. Length of a 2012 CRV — 182.1 inches. I believe this ticket is not deserved and that if LAZ doesn't want compact SUVs parking in these spaces, their signage should indicate that. I want my ticket waived in full as I paid $10 to park that evening, so they were paid for usage of the space.

  Business response

  03/28/2023

  Dear ******** *****:

  This is a valid citation for being parked in a compact car space. The documents attached in your original appeal  show your vehicle is  an SUV and not a compact car. Sport Utility Vehicles are not permitted to park in compact car spaces at this location due to their height and size, regardless of if they fit in the space or not. The objective of the Compact Car only spaces in this garage are to allow for greater visibility for vehicles making turns in the Garage.  Pedestrian and vehicle safety is our highest priority at LAZ Parking and while the vehicle may fit in the location the view obstructions that it may present puts our customers at risk.  Therefore, Only low profile compact CARS are permitted in these locations.  As a one time courtesy, this citation is being reduced to a warning only. No Payment is necessary.  Thank you for your business and We looked forward to serving your parking needs in the future.  
  

   

  - LAZ Parking.  

   

   

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you for helping to resolve this matter in a timely fashion.

  
  Regards,
  
  ******** *****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a courtesy notice for a parking violation saying I parked in The Buggy Works lot on 2.3.23 at 4:42pm. The violation number is ************. 

  I was working in West Virginia on 2.3.23, using the car that is referenced in the notice. I have a picture of my car PA Turnpike Toll by Plate Invoice which verifies I was on the PA turnpike on the day in question. 

  I called yesterday and spoke to a security guard who said I would have to call again before 5pm. 

  At the bottom is my license plate number and make, but the color is wrong.

  Business response

  02/28/2023

  You are not the responsible party for this violation. Due to a data entry error, the wrong plate number was associated with this violation. This error has been corrected. As of this date, February 28th, 2023,  you should not receive any further correspondence regarding this issue. We sincerely apologize for this mistake. Please contact the office at 614.610.4047  with any questions. Thank you.

  Customer response

  02/28/2023

  I accept the business's response to resolve this complaint.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 12, 2023, I went to Morton’s Steakhouse in downtown Cleveland, OH for a dinner with my wife for Valentine’s Day. When I pulled up to the restaurant, there was a big blue sign on the corner of the restaurant stating that parking was valet only and was only taking credit card for payment. One of the parking attendants approached my car asking me if I was paying with cash or credit card. I was perplexed by the question since the big blue sign said credit card only. I told the attendant I wasn’t sure yet and she said I wouldn’t have to pay until I left. I kept the car running like must people do with valet service and gave my key fob to another parking attendant who was actually parking and retrieving the cars. After me and my wife were done with dinner and were leaving the restaurant, I went to the attendants to retrieve my key fob and they said I never gave them my key fob. Obviously I was bewildered and confused as to why they were saying I never gave them my key fob. They insisted I never gave them my key fob so the restaurant manager contacted their manger and I explained to him all the details of the incident. He asked me if I may have had the key fob on me and I forgot or if I dropped it somewhere in the restaurant. We searched the area where I was dinner and it wasn’t there and I searched all my pockets and got in the car to start it just in case it was on me and it didn’t start. The manager told me that there were surveillance cameras on the restaurant and the surrounding buildings and that they would check the video the next day. Another manger of LAZ parking I’ve been working all week filed a claim but it was denied immediately. No one has been willing to share the surveillance video of the incident with me because they know it would clearly show I gave my key fob to one of their attendants. To replace my key fob and program it will be close to $800.

  Business response

  03/02/2023

  Dear ******* ******,  

  
  Thank you for bringing this matter to our attention. We are sorry for the inconvenience that you have experienced. We are doing everything possible to resolve this matter quickly for you.  

  
  Following investigation, we have concluded that we are unable to accurately determine what happened to the key fob. We have reached out to our Claims department and updated the report citing approval to replace the key fob. If you have not already received notification from our Claims department you should in the next 24 hours. Please check your emails and spam folder for the notification. If you do not receive an email in the next 24 hours, please contact me at ********************** and I will send you the notification.  

  
  While we would love the opportunity to regain your trust, we understand how frustrated you must be. Again, my deepest apologies for the inconvenience we have caused you and we wish you all the best in the future.  
  Please let me know if you have any additional questions, comments, or concerns, or if we can assist you in any way in the future. 

   

  Sincerely, 

   

  ***** ******

  Assistant General Manager _ Cleveland 

• Initial Complaint

  02/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/26/2023 I parked in the Neil Ave. Garage in a space for a compact car. Upon returning, I had a $30 ticket. I was driving a Honda Crv which is a compact I attempted to appeal by email but their website would not accept the message. A compact car is also called a small car. They are between 161 and 187 inches in length. Length of a 2012 CRV — 182.1 inches. I believe this ticket is not deserved. violation #*************

  Business response

  02/28/2023

  This is a valid citation for being parked in a Compact CAR space. The documents provided show your vehicle is an SUV and the sign says compact car only. Sport Utility Vehicles are not permitted to park in compact car spaces at this location due to their height and size, regardless of if they fit in the space or not.  LAZ Parking put Garage Safety at the top of our list of priorities.   The objective of the Compact Car only spaces in this garage is to allow for greater visibility for vehicles making turns and pedestrians walking thru the Garage.  As a one time courtesy, this citation has been reduced to a warning.  No Payment is necessary.  Thank you for your business.  

*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. ↩