Business Profile

Parking Facilities

Royal Parking Services Ltd.

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Complaints

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

Customer Complaints Summary

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

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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:26/09/2023
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.
My license plate is ******. I parked in the designated parking lot ***** ***** ***** on Apr 26 for dining and shopping in *********** and was wrongfully issued ticket by Royal Parking for "unauthorized parking" (they said we walked away after parking). In fact we walked away because the restaurant we wanted to visit was full so we went downstairs to ****** *********** (which is also within their parking area) for shopping first and came back when called by the restaurant. We should not have been issued the ticket, we disputed on Apr 29 with email, within their appeal period. Heard nothing, followed up again on May 13, still nothing. In end Jun/early July, found an email they sent in May asking for restaurant name and receipt in junk mail. We didn't pay for the bill so no receipt for restaurant but instead we provided credit card statement showing the *********** visit (also within their parking area) in July 9. Since then, still nothing, followed up again on July 21, August 9 and August 21, Sep 17. All we got from the company are two emails on Aug 24 and Sep 25 asking for fee, totally disregarding the our explanation and proof provided. And despite all those emails we have been following up with them, they ******* us for not disputing in time. Ridiculous! Not correcting their own mistake, now they even started to ****** us with collections agency's calls. The ticket was issued to us by mistake in the first place and we should not be paying for their mistake.
Business Response
Date: 29/09/2023
Hi,
The following ticket was issued because the officer witnessed the driver of the vehicle parked and walked off the lot. Walk-offs are strictly prohibited, before or after making the purchase.
As a courtesy, we are reducing the ticket to $85.00 due on October 4th.
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,
Grace A.
Royal Parking Services
Customer Answer
Date: 19/10/2023

Complaint: ********

I am rejecting this response because:
Hi Royal Parking Service, please do some investigation and provide evidence before ******** us of walking off the lot. We didn't. We headed for the restaurant and when being notified it was full and we just went downstairs to shop in ****** *********** and not for long went back again to dine in the restaurant. ****** *********** is still within your parking lot area. We didn't walk off the lot. We have provided evidence to support our statements. It's time for you to provide evidence. If you didn't have any evidence, you should re-consider the case and dismiss the wrongfully issued ticket. Again, we will not be paying for things we did no wrong. Thanks.

***************
Business Response
Date: 23/10/2023
Hi,
Can you please provide the name and receipt or payment proof from the restaurant you visited in the lot, for the further analysis of the case.
Thank you and have a great day!
Regards
**************
Royal Parking Services
Customer Answer
Date: 24/10/2023

Complaint: ********

We visited ****** restaurant on April 26 lunch time for a business lunch. As mentioned in the initial complaint, no receipt/payment record could be provided as we were not the party who paid for the meal. Instead we provided credit card statement showing the visit to ****** *********** (which is also within royal park's parking area) as mentioned in our complaint. Please review.

Sincerely,

***************
Business Response
Date: 24/10/2023
Hi,
The following ticket has been cancelled, as the only courtesy, the company can provide for this vehicle.
The company would not be disputing any further tickets for this vehicle.
Thank you and have a great day!
Regards
**************
Royal Parking Services
Customer Answer
Date: 24/10/2023

Complaint: ********

Thanks for this decision. Also request your company to 1) notify collections agency/any other relevant entity so that they stop ******ing me with endless calls; 2) eliminate any negative influence on my credit history if the company has already taken any action before. Thank you!

Sincerely,

***************
Business Response
Date: 08/11/2023
Hi,
The following ticket ahs been cancelled ad the cancellation request has been emailed to the collections agency as well.
Thank you and have a great day!
Regards
**************
Customer Support.
Customer Answer
Date: 09/11/2023

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. Thanks for all the help along the process.
Sincerely,

***************
Initial Complaint
Date:18/09/2023
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.
Date of infraction: May 21, 2023 Date of appeal: May 26, 2023 Last communication sent to Royal Parking Services: May 31, 2023 We parked at a 'Royal Parking Services' lot in Vancouver for dinner. Reading all signage, parking was free provided we were customers of the plaza and stayed within the premises. We parked, walked around the corner, and had dinner at the restaurant (within the premise of the parking lot). Returning to the car, we received a parking infraction, claiming we illegal parked due to 'leaving the premise'. Having a flight to catch, we decided to dispute the ticket within the days suggested on the ticket - emailing dispute on May 26, 2023, 5 days after the infraction. Couple back and forth emails with their team, they offered to reduce the fine. We felt this was still unjust, given we legally parked at the premises, and abided by their policy stated on all signage. We requested to either A) Dismiss the infraction or B) Take legal action to resolve. This email was sent to Royal Parking Services on May 31, 2023 (10 days after infraction date). Royal Parking Services failed to respond to our request and we had heard no further updates from their team until September 9, 2023. We received an invoice from Royal Parking Services through **** for the parking infraction. Completely denied our ability to dispute the charges, ******** business operations. We are currently trying to contact Royal Services Parking to find a resolution. Will consider all legal actions to get this resolved.
Business Response
Date: 29/09/2023
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!

Regards

Grace A.

Royal Parking Services
Initial Complaint
Date:18/09/2023
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.
Hi,
On September 8th, I've parked in one of their property in Coquitlam area their sign say pay parking 5:00 am - 4:30 pm. I parked in the lot just after 4:30 pm, when I come back to my car I found a parking ticket marked 4:37 pm. I tried to appeal to their appeal department. I gave them the picture of their sign and my ticket. The person goes around and around trying to justified their mistakes and force me to pay. Now I found out the tape the time on their sign. This is a very unacceptable conduct of business.
Business Response
Date: 05/10/2023
Hi,
The following ticket was issued because vehicle was parked in the ministry reserved stalls, with no permit displayed on the vehicle. if you have any documentation to prove your employment with ministry, please provide it to us. Additionally, the ministry has a sign installed informing the drivers about the reserved parking and the parking rules.
Thank you and have a great day!
Regards
Grace A.
Customer Support
Royal Parking Services
Customer Answer
Date: 15/10/2023

Complaint: ********

I am rejecting this response because:
The ministry sign only for stall # 1 to # 15 and I parked in an unmarked stall out of the time restricted by your own sign but still get the ticket

Sincerely,

**** *********
Business Response
Date: 17/10/2023

Hi,
The following vehicle was parked at the ministry reserved parking, according to the pictures we have for this vehicle in our file. As we have already provided you the pictures of the vehicle and where it was parked, please refer to previous email for the pictures. As a one-time courtesy, we are reducing the ticket amount from $74.00 to $44.00 due on October 20th. This is the best and final consideration regarding this notice.
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
Grace A.
Royal Parking Services
Customer Answer
Date: 17/10/2023

Complaint: ********

I am rejecting this response because:
Can you send me the picture that you have on your file? Because from the picture that I gave you I was park in an unmarked stall according to the ministry restriction.
I've re-attached the picture of my park and the sign of the ministry that was on the wall

Sincerely,

**** *********
Initial Complaint
Date:15/09/2023
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.
I am contacting BBB on behalf of a family member who received letters in the mail for two parking tickets, as they don't cannot read English.Notice # ************ July 11, 2023 Notice # ************ July 18, 2023 They indicated they did not receive any physical parking tickets for either day, so they are not sure what the tickets are for, and they could not have paid it either since they did not receive the physical tickets. They are * *** ****** senior and cannot afford $204. It is a free parking lot listed.I have helped them contact the parking company via email, with no response or acknowledgement, which is consistent with the complaints on BBB.
Business Response
Date: 04/10/2023
Hi,
The following tickets were issued because the officer witnessed the driver of the vehicle park and walk-off the lot. Can you provide any proof of payment or receipts from the store for the further analysis of the case.
Thank You and have a great day!
Regards
Grace A.

Customer Support

Royal Parking Service
Customer Answer
Date: 09/10/2023

Complaint: ********

I am rejecting this response because:
They went to ******** ****, attached are receipts. No physical tickets were ever issued as well.

*******************
Business Response
Date: 11/10/2023
Hi,
The following tickets have been cancelled, as per the receipts provided.
Thank you and have a great day!
Regards
Grace A.

Customer Support

Royal Parking Services
Customer Answer
Date: 11/10/2023

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:13/09/2023
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 visited the ******** **** on March 13, 2023 in Richmond BC. I purchased over $50 of goods from ******** **** but received a ticket (no. ************) because I stepped off the lot to withdraw funds from a bank for a few minutes. I immediately emailed the parking company and provided them a copy of the receipt for my purchases at ******** **** which was 15 minutes after the ticket was issued but the ticket was not canceled.
Business Response
Date: 25/09/2023
Hi,

The following ticket has bee cancelled, as per the receipt provided by your side.

Thank you and have a great day!

Grace A.

Customer Support.

Royal Parking Services
Customer Answer
Date: 09/11/2023

Complaint: ********

I am rejecting this response because:
I did not receive written confirmation from the parking company that the ticket has been canceled.

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

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

Business Response
Date: 14/11/2023
Hi,
As the Company has already emailed you that the following ticket has been cancelled, for the receipts you provided. That was the confirmation sent by the company for this case.
Thank you and have a great day!
Grace A.

Customer Support

Royal Parking Services
Customer Answer
Date: 20/11/2023

Complaint: ********

I am rejecting this response because an email was not sent to me. Can I receive an email directly from the company confirming cancellation of the ticket at ******************** or *******************.
Thank you,

*************************
Initial Complaint
Date:18/08/2023
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 got a parking ticket from a ********* parking lot while eating in that ********* yesterday. I parked the car and went into the store from the main entrance (not the small entrance thats next to the parking lot) because my friend was waiting for me at that door. I tried to dispute the ticket and explained the situation, even attached my receipt. The appeal department replied and said as long as I left the parking lot Id need to pay for the ticket. I actually walked straight to the restaurant and spent an hour in there with food and drinks from *********, but still need to pay for the ticket just because I went through a different door? **** ** *** *** ***** ***** ** ** ** ****** ** ** ******** Very unreasonable.
Business Response
Date: 21/08/2023
Hi,
Can you please provide the notice number and license plate number for the further analysis of the case. Additionally, please attach the receipt from the restaurant as well for the analysis.
Thank you and have a great day!
Regards
********************
Royal Parking Services
Customer Answer
Date: 21/08/2023
Complaint: ********
Hi ********,

My ticket number is ************ and my plate number is ******.
I went into the ********* right after I parked (through the main entrance, not through the side door next to the parking lot) without going anywhere else.

Attached is my receipt from the first order, as well as the order detail from the second order before I left **********. We got in and waited in line to order in person for my first order, and with my second order I made the order through the kiosk to avoid the long line.

Please kindly void this ticket as this was a misunderstanding.

Thank you for your time and concern.

Warm regards,
************;
Business Response
Date: 01/09/2023
Hi,
the following ticket was issued because the officer witnessed the driver of the vehicle walk-off the lot. The followings receipts cannot be accepted as they are after 40 minutes of getting the ticket.
As a courtesy, we are reducing the ticket to $38.00 due on September 7th.
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
Customer Answer
Date: 03/09/2023

Complaint: ********

I am rejecting this response because I did go into the store immediately right after I parked and stayed there the whole time. The ticket was issued at 3:06pm and my first order was placed at 3:36pm.
36 - 6 = 30, not 40.
I was catching up with my friend when we met up at the main entrance of **********, then we proceeded to line up and ordered our stuff. The line was insane at **********, but it was ok because we were just chatting while waiting in line. As I was about to leave, I made another order through the kiosk because I wanted to avoid the line, hence the second order detail was available for you to view.
I have provided my proof of going into the store right after I parked, it's your job to proof otherwise. Please feel free to pull the cctv footage in order to proof that I was elsewhere instead of inside of the **********. It's unacceptable to tell me to cut in line just so I could place an order sooner in order to please the parking company.
I'm sure ********** would allow people to hug, greet and catch up for a few minutes in their store before proceeding to the line to make an order, and they would appreciate people not cutting in line just so the parking company believes they are actually in the store.
I went into the store and stayed there the whole time with purchased foods and drinks between my friend and myself, it doesn't make sense for me to pay for this ticket.

Sincerely,

***********************
Initial Complaint
Date:15/08/2023
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.
I received a Parking Violation Notice in the mail on April 13th (Notice number ************, License plate No. *******. I never received a ticket or notification of the violation. Additionally, my car wasn't parked in the lot during the time listed (February 20, 2023 - 3:53PM) in the Parking Violation Notice mailed to me. I believe this notice was sent to me by mistake. I spoke to an employee of Royal Parking on April 13th, ********************** to email *****************, which I did. I did not receive any response from Royal Parking Service. On May 25th I received a "FINAL COLLECTION NOTICE" in the mail. Again I emailed the company explain that I never received a ticket and I was not actually parked in the parking lot in question at the time referenced in the previous notification (3:53 PM on Feb. 20, 2023). There seems to be a mistake with this parking ticket and it needs to be rescinded. Again there was no response so I assume the issue was resolved and the ticket was rescinded. I left my phone number with them and received no call or email.On August 12, I received a letter from ********************************* attempting to collect payment for this parking ticket. Again I will reiterate that I never received any contact from the company or responses to my repeated attempts to discuss this ticket. I am now worried that this mistake is affecting my credit.
Business Response
Date: 30/08/2023
Hi,
Thank you for contacting us. We understand your situation, and as there was no response for the ticket. The following ticket has been cancelled.
Please check the system after 24 hours to confirm the cancellation.
Thank you and have a great day!
Regards
Grace
Customer Support
Customer Answer
Date: 30/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept that the company, Royal Parking Services, has agreed to cancel the ticket. I find that this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:08/08/2023
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.
We stopped at the ********* for refreshment in June at 1095 Woolridge Street. When we came out, we found a parking ticket on our car, in a free for customer parking lot. There was no one around and no phone on the ticket for contact. We went back, went online and disputed the ticket. There was no communication from the company for almost two months. Then suddenly another notice (#************) arrived through mail for the amount of $102 with an ultimatum of paying before August 11. We did some research and found this company had engaged in this kind of ********* behavior, in this location in particular for sometime. We are shocked that no agent has ever taken any action against this kind of cash grab. After some many complaints, the company still engaged in this one-way intimidating approach towards customers. This kind of business practice is ********** and unacceptable.
Business Response
Date: 14/08/2023
Hi,

The
following ticket was issued because the officer witnessed the driver of the
vehicle walk-off from ********** to *** supermarket. As per the rules
established on the lot, walking off is strictly prohibited.

As
a courtesy, we ae reducing the ticket to $85.00 due on August 18th.

For the reduced amount, please call our
office at 604-637-3956 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
Grace
Customer Support
Customer Answer
Date: 14/08/2023

Complaint: ********

I am rejecting this response because this was not what happened. When we found the ticket, the parking officer was nowhere to be found. When we disputed the ticket there was no communication from the company at all.
after two months the invisible officer finally appeared and testified. How convenient.
this is not the first time this kind of dispute happened at this location. With no response and after extended time the customer had to accept whatever reason the company provided. Because how can you prove something you have not done?

Sincerely,

**** ***
Business Response
Date: 15/08/2023

Hi,
As confirmed in the previous email, the ticket was displayed on the dash and the there is no account of any dispute process for this ticket in the system. Additionally, the ticket was left on the dash to make the customers aware of the ticket.
The best we can provide is reduction which has already been provided.
Thank You and have a great day!
Regards
Grace
Customer Support
Customer Answer
Date: 15/08/2023

Complaint: ********

I am rejecting this response because there is no transparent proceeding for dispute.
There was no one on-site to address the issue. There is no phone number on the ticket. The phone which number on the notice is not covered and answered by anyone. There is only email available for dispute yet the company claims there is no record.
this is a one way communication as the company is provided any venue for customer grievance.
There should be a channel that customer complaints would be addressed with sincerity instead to be dismissed with a measly discount.

Sincerely,

**** ***
Initial Complaint
Date:21/07/2023
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 July 17 2023, when to ******** **** location at ********* Richmond to shop for AC. Came out and got the ticket and the photo wasnt my car(shown vehicles is ***** I have provide the receipt of the AC bough in that day. I dont think I should paid this ticket at all and would like this ticket to write off.
Business Response
Date: 25/07/2023
Hi,
The following ticket has been cancelled, as per your request.
Thank you and have a great day!
Regards
**************
Customer Support
Initial Complaint
Date:21/07/2023
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 received a parking violation notice from ROYAL PARKING SERVICES dated July 11, 2023. I immediately emailed **************************************************** to dispute notice no. ************ issued on May 17, 2023 at 3:09PM. I never got an acknowledgement or a reply. As this alleged incident happened from a while back, I ******* the address *********************************, and this was ******** **** that I frequently visited (parking was free). Secondly, I never saw a ticket on my windshield.Appreciate your intervention to have this absurd parking ticket rescinded. Thank you.
Business Response
Date: 25/07/2023
Hi,
Can you please check you email. If there is still any issue please email us at ******************************************************* .
Thank You and have a great day!
Regards
**************
Royal Parking Services

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