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Business Profile

Parking Facilities

Royal Parking Services Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Facilities.

Complaints

This profile includes complaints for Royal Parking Services Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Parking Services Ltd. has 2 locations, listed below.

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    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 36 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They sent me a final collection notice for a parking ticket that I never received for parking in a lot where I have a permit issued by Royal Parking. (The ticket was actually addressed to my wife - ************************* - but I was driving the car). The collection notice stated that I could not appeal the original ticket because they had made several efforts to contact us. This is an outright lie - we never received any mail from this company between 23 March 2024 (date when they claim to have issued a ticket) and 9 July (date we received the final collection notice. When I called the company I was told that we got a ticket because we walked off the lot. Another lie - we know exactly why we were there on March 23rd and we know that we spent our time in a business whose parking is managed by this company.

      Business Response

      Date: 12/07/2024

       

       Hi ********,

      Thank you for contacting Royal Parking Services.
      We are trying our best to provide the best and fair service to improve our work.

      We truly apologize for any inconvenience caused and for any confusion that *** have occurred.

      Have a great day!

      regards,

      Grace.

    • Initial Complaint

      Date:03/07/2024

      Type:Billing Issues
      Status:
      Answered
      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 got a letter in the mail from this company on 06/14/2024 for a parking violation ticket that I never received.It says it was issued on 03/04/24. I called and emailed the Royal Parking Services immediately. They replied saying that "The following ticket was issued because the officer witnessed the driver of the vehicle walk off the lot" which I never did.I emailed back on 06/20/2024 and explained that my daughter was sitting inside the car eating her ********** meal while I was checking if the gas station had a line up. I didn't even walk away far. Also I did not have a ticket when I drove away.Technically, no tickets must be issued is there are people inside the car. For that reason only, not even discussing that I didn't actually walk away from my car, I am disputing this ticket.We used the drive-thru and parked our car at that spot. Also I went back in, afterwards and grabbed myself an iced coffee. So technically, we never left the premises.I got a reply back on July 2nd (after sending a follow up email) saying "The best we can provide in this situation is concession, which has already been provided. As a final consideration, we are extending the due date to July 5th, 2024".I am not paying for a ticket that was issued in error. I gave them the opportunity to review the case and own that they made a mistake. There is not proof of us walking off the lot. I am going to take this case everywhere including the media. Companies like these should be penalized.

      Business Response

      Date: 16/07/2024

      Hi *******,

      Thank you for contacting Royal Parking Services . 

      Upon reviewing your concern, we understand that our ****************** notified you that the ticket was issued because our officer witnessed the driver leaving the lot, which is strictly prohibited. Walk-offs are strictly prohibited, before or after making the purchase.  We have attached pictures of your vehicle in our system, along with images of the signage at the parking lot for your reference.

      Please submit clear copies of receipts or transactions to confirm that you were a customer at store during the time you received the notice. Once we receive the required documentation, we will review your appeal.

      Thank you and have a great day!

      Grace

       

       

      Customer Answer

      Date: 16/07/2024

       
      Complaint: 21936103

      I am rejecting this response because: My daughter was inside the car when the ticket was issued.  No tickets should be issued if there are people inside the vehicle as per the law. 

      Also, I paid cash for my transactions so I do not have receipts to submit.

      They have mailed me a letter saying the I have 20 days to pay $120.

      I refused to pay for a ticket that I did not received in the 1st place and that should not being issued because my daughter was sitting inside the car eatingher meals while I stepped out to look at the gas station line up literally right there.  I don't even know how your officer had time to issue a ticket when I was right there.

      Please waive this ticket. You know that you are not allowed to issue tickets when there are people inside the vehicles. Own your mistake and we can let it go.


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

      Business Response

      Date: 17/07/2024

      Hi *******,
      As we mentioned previously through our ******************* the ticket was issued because the officer witnessed the driver walking off the lot. This ticket was issued on April 3rd, 2024. The company has explained the reason for the violation and has provided multiple concessions with a reduced amount, with an extended due date. Our officer displayed the ticket on the dash, and we have attached pictures for your reference as proof that the initial ticket was issued and displayed properly o the dash.

      We understand your frustration; however, these regulations are in place to be followed.

      As a gesture, the company is reverting the ticket back to the original amount of $74.00, due on July 22nd, 2024.

      Thank you and have a great day!

      Regards,

      Grace

      Customer Answer

      Date: 18/07/2024

       
      Complaint: 21936103

      I am rejecting this response because:  I have made multiple efforts to explain:

      1) As per your sign attached: this is a customer's ********************** for ***********, we did not exceed the time or walked away and we were CUSTOMERS twice within the time we were parked there.

      We went to the drive thru first, my daughter was sitting inside the car eating her meal when your officer "issued a ticket" that I did not have in my windshield when I sat back in my car, after walking inside *********** AGAIN and getting myself an iced coffee.   I went to *********** twice within the time we were there which did not exceed 10mins.

      You showed photos of the ticket in the windshield, I already explained that I did not get such ticket. I have no reason to say I didn't.  You said you issued a ticket on April 3rd and I got a notice in the mail on June 10th, 2 months later.  I have made all efforts to discuss this matter in a civilized matter, I made calls, I sent emails and now I have been communicating through the BBB to get this resolved in a fair manner.  I am NOT going to pay for a ticket when I did not break the rules.  We were customers that day and we parked in *********** parking lot.  Your officer issued a ticket in error.

      If you want me to pay, I will pay for 10mins I used the parking lot to go to *********** (which would be absolutely ridiculous considering that we were customers).  I have never had to pay $74 for parking at any private parking lot for 10mins.

      Please wave the ticket or I will escalate this because it is becoming a stressful matter and I am starting to feel harassed with your letters threatening with legal actions.


      Sincerely,

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

    • Initial Complaint

      Date:24/06/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 was ticketed for walking out of the parking lot. I parked in a lot and went into **********, which is where this parking lot is, the "officer" claimed "Parking reserved for ********** customer only walk off to ******** ****** is nearby. The ticket that was put on my car had no image of my car being placed there. The appeals department does not talk on phone, and takes 5-7 days via email. I mentioned to customer service to get this resolved on phone, they were unwilling to resolve it over the phone. When asked to talk to a manager, I was told there is no manager to help. I requested to speak with someone from appeals department and was told they only get back over email. On top of that, customer support told that the ticket which was issued at 1:59 pm and my bill receipt from ********** was at 2:12:40 pm was over 15 minutes apart, upon correcting them that it was a 13 minute time difference apart, they said it was outside of the 10 minute window. I do not understand the reason for being ticketed when I really went into ********** to buy my food. My ticket is $60 and if not paid in 7 days it is $73, which is a joke as the appeals department takes 5-7 days to get back. They should give a fair chance to appeal the ticket and still be able to pay the initially agreed amount. I will pay this ticket for now not because i am guilty of walking into out of the lot but because I do not wish to receive calls from collection agencies and be harrased by them. I wish to still pursue the case even tho I am paying for the ticket.

      Business Response

      Date: 24/06/2024

      Hi *************************,

      The following ticket has been canceled as per your conversation with one of our customer representatives.

      We appreciate your patience as we resolve this matter. Should you have any further questions or concerns, please do not hesitate to contact us.

      Thank you and have a great day!

      Regards,

      Grace

    • Initial Complaint

      Date:24/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Today I surprisedly received a parking violation letter from royal parking service saying own $102 due to unauthorized parking.Date issued: April 27,2024 Notice number: ************ On that day, I clearly remembered its a rainning night. Me and my wife went there shopping at ****** but its closed, and we wanted to check the business hours, and we parked at back parking stall #**. Because at back entrance door doesn't have business hour sign, then my wife went out to the front of building to check business hours, and I was sitting inside rear of the car. Its just less than 10 seconds. An asian man from a tesla next to me came out and wear no parking officer ******* to try to take a photo of our vechicle and issue a parking ticket to put in front of the windshield, and I saw him right way and got out of the car and he surprisedly saw me inside the car. Then the wife come back at the same time and we asked about why issuing a ticket, and he removed the ticket from the windshield right way and said Void it. its so unfair to get a ticket which was supposed to void it.please check with that "asian no ******* parking officer". He removed ticket and said void it. Why still sending me this unauthorized parking ticket! Thanks

      Business Response

      Date: 24/06/2024

       Hi ** ***,

      Thank you for bringing this matter to our attention. We apologize for the inconvenience and confusion caused by the parking violation notice you received.
      We understand that on April 27, 2024, you and your wife visited ******, parked at stall #**, and an incident occurred involving a parking officer. The officer removed the ticket and stated it would be voided.
      Given this information, we will promptly investigate the situation with our parking team, we will cancel the parking violation notice.

      Thank you and have a great day!

      Regards,

      Grace 

      Customer Answer

      Date: 26/06/2024

       
      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

      Date:22/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 temporarily parked in the ********************************* parking lot(03-25-2024) to pick up my medication from the pharmacy at 12:27:20. I then went to the ********** to drink coffee. After, I found that I had received a parking ticket even though I parked for a short period of time at (12:27). I explained it to the ********** manager, ****, and she said she couldn't do it herself and that I had to call the Royal Parking ****************** I then spoke with ******, the Royal Parking employee, around 1PM and she offered to reduce it to $48, but I thought this was too unfair, so I sent an email to them to ask for the fine to be waived but they have told me to pay the fee. I have all the evidence of the time at which I got my medication, ordered coffee and received the ticket attached to this complaint.We exchanged emails several times, but the email kept telling me to pay parking fines, so I reported it the BBB.Again, I parked in the ********** parking lot, just picked up my medication at the Costcos pharmacy, bought coffee, and left in 30 minutes. I followed the one-hour rule and bought coffee at *****************Thank you for your consideration.

      Business Response

      Date: 03/06/2024

       

       Thank you for contacting Royal Parking Services. As stated in our previous emails, walking off to ****** at any point in time is not allowed while parking in the ********* parking plaza. The violation ticket was disputed several times, and a reduction was given to the driver. According to our regulations, leaving the premises is not permitted.. The signs at the entrance and throughout the parking lot clearly indicate that this parking area is exclusively designated for customers while they are inside the store. These signs also contain the following message: "If you leave this lot without your vehicle, it may be subject to ticketing and/or towing at the owner's expense."   Thank you for contacting Royal Parking Services. 

      Customer Answer

      Date: 10/06/2024

       
      Complaint: 21747231

      I am rejecting this response because:

      This company recently installed many notices in the parking lot after(May). Before, they were only a couple of notices in the wide parking lot. I raised an objection by phone on the day of the parking ticket. Even though it is common knowledge that ********** customers park is for at least 30 minutes, the company applied a rule that was advantageous. They are illegally cracking down people and making money. I need a return on the $48 incorrect ticket price Royal Parking charged me.

      If Royal Parking refuses to pay the $48 ticket price they charge me, this evil company must be kicked out. I am sure that many others feel the same way and have been in the same situation as me.


      Sincerely,

      Ik Jea Song

    • Initial Complaint

      Date:18/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My friend and I visited ********** on ************* April 12, 2024 and we bought a coffee and stayed inside for 30 minutes. Once we walked back to the car we saw a parking ticket that claimed we walked off the property when we did not. I sent an email to the appeals department along with the proof we had (photo of the drink and screenshot of the ********** app that we made a purchase on the date) however the employee quickly shut me down. This is completely unfair as we never walked off the property while parked in the lot, and now they expect us to pay for a ticket when we didn't do anything wrong. I had requested for the evidence they had that we walked off the lot and I have yet to receive a response from the company. Judging from their ****** reviews it seems like they target random individuals parked on their lots without basis to support their claims.

      Business Response

      Date: 30/04/2024

      Hi, 

      Can you please provide the license plate number and notice number for the further analysis of the case. 

      Thank you and have a great day!

       

      Customer Answer

      Date: 01/05/2024

       
      Complaint: 21594918

       

      The plate number is DD868J.

       

      Business Response

      Date: 13/05/2024

      Hi,

      The following ticket has been cancelled, as one -time courtesy.

      Thank you and have a great day!

      Regards,

      Charm
      Appeals Department

    • Initial Complaint

      Date:26/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 was incorrectly issued a parking ticket. The same day, I emailed the company with a picture and explanation that they had made a mistake. They ignored my message and instead of cancelling the ticket and apologizing, they tried to quickly get money out of me by saying:"As a courtesy, we are reducing the ticket to $40.00 due on August 1st."I emailed back immediately to explain again, that it was their mistake, not mine. I explained in great detail how they made a mistake. **** ******* * ****** *** **** **** ** ** ** * ******** ***** ***** **** **** ***** **** ** **** *** ******* *** ****** Then, I received a letter in physical mail that it was not $130 and moving to collections and legal action if I didn't pay!I would like them to take responsibility for their mistake and cancel the ticket. I clearly explained in plain language they made a mistake. The customer service woman on the phone ALSO agreed they made a mistake, but that she wasn't in the right department to do anything about it. She then the correct department would call me back to resolve it and they didn't (this happened twice). This company is acting brazenly fraudulent against me. I haven't ever left a business complaint before, but they are choosing to defraud people from their money, so I feel obligated to share this experience.

      Business Response

      Date: 18/03/2024

      Hi, 

      the final answer for this ticket has been provided by the solutions department. Please check. 

      Thank you and have a great day!

      Regards 

      Royal Parking Services 

       

    • Initial Complaint

      Date:26/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Re: ticket # ************. I received a parking ticket received on Feb 21, 2024 in Burnaby. When I got back to my car after bubble tea, I saw a ticket on my windshield. The comment on the ticket said “unauthorized parking” and “valid when using facilities”. I did use the facility; my family wanted to get a bubble tea so we parked right in front of ****** ****** *** at the parking lot. Not only did we visit one business and purchased 3 drinks; we visited multiple businesses within the same shopping mall upstairs and downstairs, including my hair salon ******** in the same mall. I submitted via email an appeal to Royal Parking Services and sent all our pictures and receipts. They replied saying that an agent witnessed the driver (my husband) walking off the lot. there's no sign in the parking lot forbid one (or any) of the passengers from walking around, and that all passengers in my family must follow me and walk together 100% of the time.

      Business Response

      Date: 05/03/2024

      Hi, 

      The following dispute has been re-answered by the information department, please refer to the new email for the final dispute. 

      Thank you and have a great day!

      Regards 

      Maria A. 

      Customer Service 

      Royal Parking Services

      Customer Answer

      Date: 05/03/2024



      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

      Date:21/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 company I work for has received a parking violation letter dated 12/19/2024 stating that there's an outstanding ticket from 11/01/2024 for the company vehicle I was driving. The ticket alleged that I've walked off the lot while the vehicle was parked in the parking lot at a ******** **** store on ******, ********, **. I've not received a physical ticket at the time and was unaware of it until my company notified me. My company emailed Royal Parking asking for photos of the ticket, which they've received. I've disputed the ticket via email and stated that no ticket was found on my company's truck at that time, and that the allegation of me "walking off the lot" was untrue. I've requested for photos of me allegedly walking off the lot, and no evidence in any form was provided, other than their parking officer supposedly witnessed the driver walked off the lot. I was offered a reduction of fines from $120 to $74 as a courtesy. I've replied stating that I did not walk off the lot. No further replies were received, until another letter was received on 01/26/2024 by my company demanding $120, or they will "proceed with legal action". I'd like to make it clear, I did NOT walk off the lot as the parking notice alleged.Thank you

      Business Response

      Date: 23/02/2024

      Hi, 

      The following ticket has been cancelled, as per your request. 

      Thank you and have a great day!

      Regards 

      *****

      Royal Parking Services 

      Customer Answer

      Date: 04/03/2024


      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

      Date:09/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Royal Parking Centre I am a commercial photographer working at the ********* and I have a meeting with clients at the #*** mall needing some bakery for a meeting but she just issued a ticket right after I walked crossed the lot within 2 minutes to get some food. Notice ************ I parked at 11:31 and she issued it at 11:32

      Business Response

      Date: 23/02/2024

      Hi, 

      The following ticket was issued because the officer witnessed the driver of the vehicle park and walk-off the lot. 

      As a one time courtesy, we are reducing the ticket to $48.00 due on February 27th,2024.

      For the reduced amount, please call our office at ************ to pay the amount or you may do so via e transfer to ******************************************************** notice and plate number must be included in the memo/note section, no password required.

      Regards 

      ************** 

      Royal Parking Services 

    Royal Parking Services Ltd. is NOT a BBB Accredited Business.

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