Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The only parking stall available at ****** ******* **** Mall I could find was next to a vehicle parked in 2 stalls. I was left with no choice but to park next to it. There are no signs in the parkade area that visibly nor clearly indicates that personal trucks cannot park in double stalls. I come back and ticketed at $80 issued Friday Aug 4, 2023 at 11:13am by Patroller ******** for parking in 2 stalls.
  
  The stalls are not family friendly nor wide enough for truck parking with family of multiple young children. We have parked far away from the mall at the opposite end of the parkade to avoid any unnecessary damages to our vehicle and to surrounding vehicles as parking stalls close to the mall are for smaller vehicles.
  
  I disputed the ticket online and Concord replied with " ** ****** *** ***** ** *** ***** *** ******* ***** ** *** ***** ** ***** ************** **** ****** ** ******* ****** ** ****** ** *** *** ***** *****************************************/"
  
  Where does it state that we cannot park in two stalls and most importantly, what choice am I left with if another vehicle is already parked in two stalls?

  

  Business Response

  Date: 09/08/2023

  Good morning,

  Thank you for your message. After checking the pictures taken by our patroller, it shows your vehicle parked exactly in the middle of two stalls, while other cars around are parked within the lines. We are happy to provide you with the pictures, if you wish.
  We have several customers driving trucks and large SUVs visiting the lot every day with no issues when parking their vehicles. 
  A parking space is a delimited space for a person to park their vehicle and when a vehicle parks in the line that delimits the two spaces, it prevents others from using the other stall.
  The ******* **** lot is a big lot, so if you find a situation where someone is parked in two stalls, we kindly recommend you to find another spot that is free to park.

  Thanks,

   

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as I have stated before in my previous email message that we are a large family and your parking stalls are not family friendly in that we cannot take our young children and my grandmother in and out of the vehicle when parked at any of your stalls. **** ******* ************* ******* ** ******** ***** ** * ****** ** * ***** **** *** ***** ****** ** ***** *** *** ********* ** *********** ***** **** * **** *** ********* **** * *********** *** ** ******* ******* ****** ******** ** ********** ******* *** **** Telling us to park elsewhere or further away from the mall is ************** ******* *** ***** ****** *** **** ******* *** ******** ******* ** ****** *** ********. Your signs do not state at all that vehicles cannot park in double stalls. Before you charge someone, you should make your signs visibly clear to all patrons that double parking in stalls is not allowed. You should also consider installing some stalls that is inclusive of families of any size.
  
  
  
  Sincerely,
  
  
  
  ********** **

  

  Business Response

  Date: 18/08/2023

  Good morning,
  Thanks for your response. There is no type of ************** in our message. If there is a person with a disability in your vehicle, the mall offers accessible stalls. Also, we did not say that you should have parked further away from the mall.
  In terms of double parking, a parking stall is an area in which a single vehicle is accommodated. The lines that delimit the stall identify the space to be used by your vehicle. When you double park, you prevent other people from using that space that is designated for a single vehicle. There is no need to have this information stated in a parking sign.
  Since this is your first violation with us, we will reduce it to a warning ticket with no monetary value and will pass along your suggestion about family stall.
  
  Thanks,

  Customer Answer

  Date: 20/08/2023

  
  
  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

  Date:24/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monthly permit Nov. 30, 2022, Jan 2 2023, Feb 1 2023 to park within the ************* ******* costing $102.74 monthly.The above permits was purchased DUE to previous ticket# ********** on Nov27 2022 that my company vehicle was parked in a commercial/retail zone, violation was "Parked Without Permit". After disputing, I was informed by the Concord via email Nov30 2023 9:09am and then 10:34am with the following "..... next time the vehicle receives a ticket for not paying for park or have a valid permit we will not cancel or reduce the ticket." "If you park there on a daily basis you should purchase a monthly permit."With the information above from the violation ticket, and 2 email correspondences, it seem obvious that Concord required me to purchase a monthly permit if I was going to park my company vehicle everyday in the lot. So I did, to comply!All good for 2 months, until parking lot made some small changes and discreetly adding "Camaray" reserved signs in all the spots including 1 of the spots that I park daily. I get a ticket Jan25 2023, the violation stated ************* to park vehicle. Reserve stalls for community amenity vehicles only". Thinking it was a misunderstanding because my company vehicle underwent a plate change and not under my permit, I disputed it and admin said that was in fact why I got a ticket. They updated my profile with the new plate and all is good for another month.Then most recent ticket on Feb21 2023, Violation was "Unauthorized Contractor". From a simple No valid permit violation to *misleading* me to spend $300 in a span of 3 months. Then after months, tell me that I was wrong, I am unauthorized as I'm parked illegally, so why did you not tell me from the last few notices or disputes that my permit was not valid? My vehicle is over 8ft tall and this is the only area that fits my car's height. I should be able to grandfather this spot as I was informed prior that all I needed was to buy a permit. ******** **** **** ***** 

  

  Business Response

  Date: 24/02/2023

  Good morning,

  Yes, if you are a regular ******, the best approach is to purchase a monthly permit in order to avoid getting tickets. However, since we use a license plate recognition system, your license plate must be registered in our system.
  
  You have purchased the public permit for *************, meaning that you can park on the P1/P2 levels, and in spots with no restrictions. But your vehicle was parked in stalls reserved for the amenity community and you were advised by their employees a few times to not park there since the stalls are reserved.
  
  You can park on the P1/P2 levels and can also find parking on the L0/L1 levels as long as you park in the orange stalls only.

  
  Thanks,

  Concord Parking

  Customer Answer

  Date: 25/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do understand that if I have a license plate change, I should register on the account. That was my bad. However, would you not also tell me in addition to the license registration, that the spot I parked wasn't even permitted with my permit? You should know with the communication of your officers that the spot that I parked was not allowed (I had not known, which is why I emailed to you to get an understanding). My question specifically was that something along the lines of "I believe this was a misunderstanding, but i got a ticket and I believe it's due to my license plate which I forgot to update". 

   

  This concern lead to your response in specifically telling me the following, word for word

   

  "You received a ticket because your new licens plat is not registered. It is your responsibility to register any new license plate you are driving". 

   

  This ticket was sent on January 25th, 1 month before I got the official email Feb21 regarding the first news I heard that it was due to reserved parking issue. Once again, you can check your email records from your office that you had never mentioned once that it's due to reserved parking for "*******".

   

  The only close implication may be how the ticket quoted "reserved stalls for community amenity vehicles only" . Let's be honest, my company vehicle can be considered a community tech vehicle. Your tickets are so vague, if it did mention reserved tor ******* on your ticket then I can understand. 

   

  Due to the vague uncertainty, that is why I relied on emailing your office to get better reasoning and your office dispute team said the above that, I was ticketed due to license plate but did not refer a thing about that it was also a reserved spot that even if my license plate was updated I could not park. 

   

  Due to this misleading information and disorganized communication, I paid an extra month beginning Feb 1. This month of permit was unnecessary if I was told that spot was not a valid spot for my car via the ticket specifcally or email correspondence from the office on jan25. Thus when I first heard of the news of "*******" on Feb21, I was shocked. I respected the restriction and wanted to comply but due to my vehicle height restriction, if that spot was not available for me, it forces me to terminate any upcoming permit purchase. However, I still feel that Concord is trying to have this both ways. ******* me to pay permit between Feb1 to 28 due to wrong info you had given. Please keep in mind, it is a very common sense for a client like myself to feel that a ticket I received may state that it is "reserved for community amenity" due not having a paid permit (in which case I do have a permit but never registered "and that's why I had asked you for clear accurate info which I was not given. To me, community amenity can mean alot of things including contractors. Once again, your emails or the tickets never stated ******* prior to our jan25 conversations. 

   

  I feel that at the very least, you should refund me the permit cost that I paid for $102.74 because when I did my due diligence to get the info I need to comply, I was mislead. Therefore I continued to pay for my permit thinking I could continue parking there. 

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

  

  Business Response

  Date: 27/02/2023

  Hi **,

  The vehicle was parked in a location that is different than the location the permit was purchased. Also, on the website, there is a instruction informing that the permit is valid only on ************* P1/P2. The vehicle was parked at **** ****** instead, in a reserved stall.

  As we discussed via email, the permit is now cancelled and we will check other options for you.

  Thanks,

  Customer Answer

  Date: 28/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I completely understand the set rules you have especially on your website. But when I received a violation ticket on November 2022, and parked at **** ****** as my ticket has mentioned, the ticket stated clearly that "I did not have a valid permit". I guess it was not much of the officers fault, but the assistance from your side, we had a back and forth conversation, and you specifically instructed me that if I wanted to park there everyday, it would be better to purchase a permit. At the time when I was asking for suggestions, YOU should be very clear that the ticket in question which I had asked for guidance indicated that I parked within the **** ****** area.

  It's very common for clients like myself to be unclear of company policies as I am not affiliated with Concord. That is why I rely on staffs to guide me. But You (the admin) are the face and representative of Concord. For you to instruct and provide such guidance from numerous emails that I have on record, this indicates to me that this is your responsibility for giving me the idea that there are exceptions to this permit. Out of all these communication, not once have I received a formal apology on your end with your incorrect information that mislead me to pay continually month after month for a permit that is not valid. 

  If you go back and read the attached screenshots I have provided, you'll see that as a representative and face of the company, you are the one who suggested for me to pay for a permit. In the end, you are not at loss for anything because you made over $300 from my payments of a permit that didnt even apply within your parking. * ** *** ****** **** ******* * **** *** ********* **** *** ******** 

   

  Once again, let me reiterate, I completely agree with what you keep quoting about your website of how it only applies to ************* p1/p2. However with such wording, it still was confusing as all 4 towers are considered Solo. That is why your department exist for 2 reasons, #1) for people to dispute and you being the judge if they violate or not , #2) to educate clients on how or what to do to comply with your policies. Having said that, what I was told in the email, is that if I parked there daily (questioned ticket stated specifically I parked in **** ******), I should pay for a permit. And when you told me to pay for a permit, at the time, your website only included a Solo permit for staffs who requires an access code, or anybody who pays $97 a month. There were no other Solo related permits. As such, I would assume that the permit you wanted me to buy was the ************* permit.

  Anybody reading your email, would have the same thought. As such, I continued paying monthly. So you tell me, who is at loss here? Me for paying over $300 in a 3 month period for parking in an illegal spot, same with any other clients who doesn't even pay for parking.  Or Concord, for profiting $300 from client for a permit that was for a different area. This is no different than telling me that my Concord Metrotown permit will work for this spot, if I was going to be parked here daily.

   

  I kindly accept a formal apology, and a refund for my permit of February ****. To be fair, I will eat the cost for December 2022 and January 2023 even though the wrong information at the end of November 2022 convinced me to buy this permit. 

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

  

  Business Response

  Date: 08/03/2023

  Hi **,

   

  Our team will get in touch with you by tomorrow.

   

  Thanks,

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday October 8, 2022, my card was charged with 4 $5 payments. I have already registered my car and payed $174.43 for a semester parking pass and received email conformation on September 11, 2022, 7:53PM. My parking pass will be valid until December 31, 2022. Why am I receiving random charges?

  

  Business Response

  Date: 17/10/2022

  Good morning,

  Please send your request to *********************** so that the team will be able to explain the reason for these transactions. They are transactions that were supposed to be processed previously but only went through now. Apologies for the inconvenience, and the help team will be happy to assist you with this.

  Thanks,

• Initial Complaint

  Date:30/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** * **** **** ******* ** ***** ******* ** ********* ** ******* **** ***** I had registered my car but still I got ticket from Concord Parking. I have sent them the proof of my car is registered and after the first ticket I received I went to the admin office of the mall to resolve it. They ensured that ticket would be waived. However, I received a letter stating that I owe 800$ with all late fee due to parking infringement.
  
  I have reached out to their dispute department and informed them that there might be some discrepancy as my car had been registered and also mentioned the conversation I had with the admin office of the mall.
  
  I am requesting to waive off the fee as I did not do any infringement and as one time courtesy please waive off fee,

  

  Business Response

  Date: 31/08/2022

  Good morning,

  The letter you received is regarding outstanding violations since May 2022, and none of the violations were disputed in the period of May-August. After checking our system, we see that your license plate was only registered yesterday, August 30th.

  
  Our disputes team is already in contact with you, and they will be able to find out the best solution for both parties.

  Thanks,

  Customer Answer

  Date: 01/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, I have been already in touch with the dispute team. As stated in my first message "** ****** ** ****** *** **** ***** * ****** *** *********** ** ******* *** ********* *** *******  ** *** ****** *** **** ****** ** *** ** ******** ** **** ***** ********* ** ****." that's the response from the dispute team. I had provided them the proof that my is registered as well as I went to the admin office to discuss as I received the first ticket. I was assured that it will be taken care of. 

   

  Hence I am rejecting the response. 

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

  

  Business Response

  Date: 02/09/2022

  Good morning,

  Your vehicle was registered on Aug 30th. All the violations are for the period between May and July and none of them has been disputed. If you have any records from the admin office stating that the violations should have been cancelled, please forward it to the Disputes team.

  Thanks,

  Customer Answer

  Date: 02/09/2022

  
  
  Complaint: ********
  

  Hi,

   

  Thanks for your prompt response, unfortunately it was all verbal at the mall's admin office. I am unsure they give any receipt for the visit either. I would like you to please reconsider your decision of the late fee + fine. 

  Hopefully we can work something out either waving it off or reducing it as one time lower payment.

   

  Thanks for your consideration.

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

  

  Business Response

  Date: 06/09/2022

  Good morning,

  Thanks for your response. Our disputes department will get in touch with you.

  Thanks,

  Customer Answer

  Date: 06/09/2022

  
  
  Complaint: ********
  
  
  Hi ******,

   

  I am waiting for the dispute department to reach out as the email response came today, hence please keep the case open. I will notify here first thing as I hear back and if a resolve is met. 

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

  

  Business Response

  Date: 07/09/2022

  Our disputes department will reach out with the best solution we can offer.

   

  Thanks,

  Customer Answer

  Date: 12/09/2022

  
  
  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.

   

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

• Initial Complaint

  Date:09/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am newly employed (June 20, 2022) at a business in the Surrey Central Mall. I had a dental appointment one afternoon so drove to work, got a ticket, disputed it & the $80 done was waived.
  I had another appointment right after work another day so drove & parked in the mall parking lot again-$120 ticket. I'll pay that one. I did some research, consulted a letter on our staff bulletin board, from Concord, identifying the staff parking areas, parked in one of them & got another $120 ticket. I attended the mall's Guest Services location & received the same map, showing the same green shaded staff parking areas & confirmed I was parked in the correct zone.
  I have disputed that ticket & had it denied.
  My issues are two-fold:
  1) there is Nothing on the letter from Concord that refers to the staff parking areas as PAID parking & there aren't any signs in the lot that identify it as paid parking.
  2) the ticketing ppl have put all 3 of the tickets in the 'well'/space between the front windshield & hood AND on the passenger side of the vehicle.
  The tickets are white. Other parking ticket companies' tickets have a fluorescent side so they're easily seen or secure then under a windshield wiper. Concord has/does neither.
  It feels like Concord IDs 'hiding' the tickets & reaping the benefits of their practice. I think that's entirely unfair.
  
  Resolution sought:
  
  ~Concord produces a new letter, with accompanying map, identifying Where the staff parking zones are, the associated fees & the process for purchasing parking
  ~Concord waive the $120 fine levied when I parked in the designated staff parking lot (July 13)
  
  Thank you

  

  Business Response

  Date: 10/08/2022

  Good morning,
  
  Can you please provide us with your license plate, so we can check in our system if your vehicle was registered? Employees need to talk to their managers and have the vehicle registered for parking.

  
  If you have any questions, feel free to email ***********************
  
  

  Thanks,