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:01/18/2024

  Type:Sales and Advertising 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.

  Since 11/18 I have been waiting for a refund from the app. Parking has to be paid using this app. Forces you to link your credit card to pay for parking. I was erroneously charge ***** and have been waiting for the refund. App crashes too often and today 1/18 would not take my payment. Person doing enforcement was taking license plates info but he does not speak English. I had to call my wife for her to try to use her app and it worked to pay for parking for my car. Monopoly for parking and their system is glitchy with no customer service.

  Business Response

  Date: 02/27/2024

  The driver has been refunded. The screenshot is attached.

   

   

   

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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 parked in an AirGarage lot (the ****** and Carriage Lot in **********, **) on 11/30/2023 with a start time of 6:10 pm. I ended my session at 7:43 pm and verified it was the correct amount ($10.55) on my credit card. The next morning i got a text message that I had not paid yet, despite seeing the correct pending charge on my credit card and having a receipt from you guys. I contacted your customer support on 12/1 and received a reply that day that stated the amount was paid and I was good to go, attaching my receipt to that email reply. I have since verified the amount processed on my credit card correctly and assumed the matter was settled. Today, I received a letter in the mail for an unpaid parking notice for the amount of $54 for that same date and lot location (11/30/23 at ************************************************************). I only parked there once that day and I believe there must have been an issue with your system as this is now the 2nd time I've gotten a notice that I didn't pay when I clearly did. Additionally, when I came to the BBB site to make my complaint, I noticed that someone else also had a similar billing issue in the same lot and the response states there was a system enforcement error discovered by your team. Please correct this error on my account and remove the $54 charge. I've attached my original receipt, the email response from your customer service verifying I paid, and the screenshot of the similar BBB complaint in case it is helpful to identifying the etiology of the problem. Thank you.

  Business Response

  Date: 01/16/2024

  Hi *********, 

   

  This sounds like a pretty bad experience! I was able to investigate what happened in our system. I will avoid boring you with a ton of details here, but the short version is our system read ************************* 'G' logo on your license plate as an additional character which lead to our system thinking you had not paid. I went ahead and voided the ticket that we mailed to you so please feel free to throw it away. If you already paid it, reach out to me at ********************************** (ask for *****) and I will make sure you get your money back! 

• Initial Complaint

  Date:01/04/2024

  Type:Product 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.

  Last night I parked in a garage in Downtown *******, ** that utilizes AirGarage. This being my first experience with AirGarage I was unaware you needed to pay immediately. After dinner my friends returned with me to the garage where I found a violation ticket on my car. I found I was being charged $54.00-instead of $10.00 with a nasty threat of being sent to collections if the bill was not paid. I paid. I want a refund of $44.00. Your signs should clearly state payment is due on arrival of parking not when someone is leaving. Clearly I was not the only one as there were multiple cars with violation tickets on their windshields. What a great way for a company to make extra money!

  Business Response

  Date: 01/04/2024

  Hi, it sounds like you had a poor experience. AirGarage is happy to help first time violators by waiving the ticket and allowing you to pay the daily parking rate instead, or if you've already paid the ticket we are happy to refund you the difference between the ticket and the daily parking rate. Just reach out to us at ********************************** and let us know what happened and we can get you taken care of. Thank you!

  Customer Answer

  Date: 01/05/2024

  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:12/17/2023

  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 12-14-23 I parked in the *************'s parking lot, *************************************************************, from approx. 6:45 to 7:45 pm. When I came back to my car there was a "parking violation" on my front windshield. I talked to the bartender at ************* and she said to call the company and they would dismiss it. There is no phone number on the parking violation, nor is it dated or time-stamped. On 12-16-23 I contacted the company (AirGarage) via email to dispute the parking violation. I had no idea this was a pay lot. I had parked there twice before without any issue. I entered from the alley. From the alley entrance I did not see any signage indicating it's a pay lot, nor is there any signage posted on the building. AirGarage says I owe them $54. I consider that an outrageous amount. And if it's not paid within 7 days it will be sent to collections and may result in an additional surcharge. Then they said as a courtesy they would reduce it to $27. Still outrageous. I said I'll pay the hourly rate. They said the hourly rate is $4.34, yet I do not see where/how to pay that. Now they're saying they provided the hourly rate to answer my question; not that it was acceptable to pay that amount to resolve the "parking violation." This seems like predatory business practice. Can the BBB do anything to help resolve this? I've already spent a few hours trying to resolve it. I'm not trying to rip them off of their parking fee. I am offering to pay their regular parking fee. I do not want my excellent credit score ruined because of this. I appreciate any help the BBB can offer. Thank you.

  Business Response

  Date: 12/18/2023

  Hi, 

  Thank you for reaching out. We apologize that you had a poor experience. I took at a look into our system and it appears you have parked here previously without payment and caught by our enforcement team, however in November they noticed it was your first time violating the parking policy so they did not issue a ticket. Now that you are a repeat violator, we had to issue the violation. The discounted courtesy rate we offered you is similar to the rate it would cost to park in the lot for a full day, which we have to charge because we can not confirm what time you arrived in, or left, the parking lot. Again, we apologize for the inconvenience here - to avoid this situation in the future please make sure you pay when you park before you walk away from the lot.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21021093
  
  I am rejecting this response because:

  I acknowledged that I had parked in that lot once before without any issues (in the same spot). If AirGarage saw I had parked there in November, and I shouldnt have (without paying)seems to me they should have issued me a warning (in November, and not wait to give me a ticket until the next time).  
  

  Seems like dumb reasoning. A warning to pay next time could have avoided this whole situation. But giving a warning is not in AirGarage's best interest when they can "get" you next time for $54. 

  Additionally, I only parked there for about an hour, from approximately 6:45 to 7:45 p.m.  

  I'm not trying to rip off AirGarage although their "parking violation" fine is outrageous (even the "courtesy" half rate). I can pay their hourly rate for that lot. 

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

• Initial Complaint

  Date:11/22/2023

  Type:Sales and Advertising 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 parked in a lot at ******************** in ********* ******** that was listed at charging $2 per hour on Nov 15 for a little over 4 hours- from 12:29pm to 4:45pm. I double checked that the rate was $2 an hour in this lot when parking there. I have parked in this lot before and it is always $2 during the day.Unfortunately, I forgot to end the rental and was then charged $90 instead of $10. When I checked my receipt, I was surprised to see the listed rate at $18 per hour. There may have been surge pricing overnight, but my car was not in the lot at that time. Because I was only parked for slightly over 4 hours when the price was $2 an hour and there was no surge pricing during the day, I should be charged at most $10.I initiated the rental at $2 per hour, and the rate was $2 per hour for the duration of my time in the lot. Sometime after I removed my car, the rate was raised to $18 per hour - however, I was not in the lot when that happened. Furthermore, AirGarage never communicated this price increase to me, and never informed me that the price would increase after a certain hour. To reiterate, I was never informed about the rate of $18 per hour, but that is what they charged me. When I contacted AirGarage about this, they denied that I initiated the rental at $2 an hour. They insist that the rate was always $18; however, it only changed to that amount in the evening of Nov 15, after my car was no longer in the lot.

  Business Response

  Date: 11/28/2023

  Hi *****, 

   

  Thank you for reaching out. It appears that you've had similar issues at this location in the past based on our records. Regardless, it sounds like a pretty poor experience so I have instructed our customer support team to issue you a refund of $80 to bring your total charge down to the $10 you expected. Thanks again and I hope this resolves the issue for you! 

  Customer Answer

  Date: 11/28/2023

  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:11/11/2023

  Type:Product 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.

  Message: A "bill" from this company was on my windshield when I was legitimately parked in the ***************************************** yesterday.I tried to email this address, but my system won't allow me to send it. So, if this is a scam, it needs to be publicized. Please see the attached image.Thanks for your reply.

  Business Response

  Date: 11/15/2023

  Hi -- 

  This ticket is legitimate, but it should not have been issued to you. It appears there was an issue with our system reading the license plate incorrectly which lead to you receiving a ticket. We apologize for the confusion this has caused and the ticket has been voided! 

• Initial Complaint

  Date:11/11/2023

  Type:Product 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.

  11/10/2023 Parking garage Parked in casino for waterpark paid up front in the app ($25), ended up not staying because of lines. Left 15 minutes later. Business refused to refund.

  Business Response

  Date: 11/15/2023

  Hi ****, 

   

  Thank you for reaching out. We are sorry you had a poor experience. I've located your rental and confirmed on our camera system that your stay was indeed short. We typically have a 15 min grace ****** at this location, which is why you were initially turned down for a refund but I've gone ahead and refunded the charge for you anyways since you were so close to the cut off time. I will also review the cutoff time for this property, 15 minutes may be too short for a facility this large. 

   

  Thanks again -

  *****

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  On Thursday, 10/5/23, I parked in an AirGarage surface lot on Church and Carriage in **********, **. I downloaded the AirGarage app and paid $21.19 to park (I can provide the bank record). I proceeded to tour **********. When I returned to my car, the app notified me that I did not pay to park and owed $54 for not paying to park. I assumed I must have done something wrong, so I paid the fine. When I looked at my bank transactions, I was charged both the $21.19 parking fee and the $54 fine for not paying to park. I emailed ********************************** on 10/9/23 and provided the above summary along with my name, number, email, and license plate number ****************************************************** responded on 10/13/23 and asked for a photo of the violation notice.I responded on 10/13/23 and provided a screenshot of the violation and screenshot of my bank account showing the changes of the $21.19 parking fee and $54 fine for not paying to park.I never heard back. I followed up on 10/26/23. I have not heard back.Today, 11/9/23, I received an unpaid parking notice in the mail from AirGagrage saying I owe $50 for not paying to park. I called the only number I could find for AirGarage - ************. No one answered and I left a message requesting a call back.When I ended the call. I got a text from the number that stated, Hey! Sorry to miss your call. How can we help? I responded, Can I speak to someone? I never received a response.I sent another follow up email today, 11/9/23, summarizing the issue, letting them know I received an unpaid parking notice, and asking for help to resolve. I have not received a response.

  Business Response

  Date: 11/15/2023

  Hi **********, 

   

  Wow - this sounds like a horrible experience and I apologize for that. I am investigating what went wrong here because it appears there were multiple errors in a short time frame made by our enforcement system. I have already issued you a full refund for both the $54 fine and your $21 parking charge, so you should see those in your account in the next 24 hours. 

   

  Again, I apologize for the stress this has caused, this is not the experience we want our customers to have.

   

  Thanks,

  *****

  Customer Answer

  Date: 11/17/2023

  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.

  I appreciate the refunds and hope this means I will not receive any future requests for payment.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:11/04/2023

  Type:Product 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 utilized the Air Garage app on October 7th for parking in downtown ***** ******. I started my parking toll at 1:30pm and left the parking lot at 3:00pm that same day. When I went back into the app I was unable to see my parking pass to end it, so we left to go to our next thing. A charge showed on my credit card for $3.39 so I figured it had changed me for a set amount of time. I woke up the next morning to see a charge for $25.04 hit my credit card from air garage. They charged me for parking there through midnight that same day since I never ended my parking pass in the app. I reached out to customer service via their contact form and the app to get a refund for the difference between parking until 3pm versus midnight. I finally received an email from ********************************* on October 13th asking for the time I started and ended parking so I let her know I submitted my complaint in the app as well and gave her the times. I have had no contact since, and I followed up again via email on the 26th of October with no reply. The app says my refund request is being reviewed, which it has stated since I submitted the request on the 8th. Nearly a month has passed and there doesn't appear to be any effort by Air Garage to try and come to a resolution.

  Business Response

  Date: 11/06/2023

  Hi, 

   

  We apologize for the delay here. ******* did not mean to leave you hanging it looks like your email was just lost in the shuffle. To apologize for making you wait we've gone ahead and refunded the entire charge rather than only a portion of it. 

   

  Thanks for reaching out and we hope you have a great day!

  Customer Answer

  Date: 11/06/2023

  From: ****** <*********************************>
  Sent: Monday, November 6, 2023 9:00 AM
  To: info <************************************>
  Subject: Complaint #********

   

  Hello,

   

  I submitted complaint #******** yesterday, and Air Garage got a hold of me today and refunded me the full amount of the parking charge. So this complaint can be closed, as it has been resolved. I couldn't find a way to submit a message via the BBB complaint so I am sending it here. Thank you. 

   

  Thanks,

   

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

• Initial Complaint

  Date:10/29/2023

  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 used an app from this company to pay for parking once, long time ago.On October 29 2023 these thieves charged my credit card without authorization saying my car is parking without permission in **********. When me, my car and my home is in Michigan, my car safely parked in my home garage.They need to refund my charge and reimburse my time I wasted trying to resolve this bogus charge.And they need to remove my credit card information from their computer They charged me ***** so far, but the parking still looks active. I'm not going to use "stop" button to not give them excuse that I actually have anything to do with this parking

  Business Response

  Date: 10/30/2023

  Hi -- Thank you for letting us know. I've investigated this complaint and you are correct, your card was charged by mistake due to a license plate reading error that occurred. Your license plate is only 3 characters, and two of those characters are the same as a State acronym which caused a glitch in our system. We apologize for the inconvenience here and we have refunded the charge.