Complaints

This profile includes complaints for Auraria Higher Education Center Parking's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auraria Higher Education Center Parking

  777 Lawrence Wy. Campus Box M Denver, CO 80217-3361

• 

  Auraria Higher Education Center Parking

  P.O. Box 173361 Denver, CO 80217-3361

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:03/15/2025

  Type:Service or Repair 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.

  Hello - as Auraria Parking pictures show, I am parked in a handicapped spot. However, to my confusion I was not aware that this spot was handicapped, due to snow covered the handicapped marked spot.Upon further research, it looks like the handicapped sign/spot is not *** compliant to to Colorado r7-8.I do feel awful for this confusion, as I would never park in a handicapped spot. Im willing to pay a portion of this ticket, though I believe your signs need to be updated for accessibility purposes.

  Business Response

  Date: 03/27/2025

  Thank you for providing feedback regarding this citation.

  
  All Auraria Campus accessibility parking stalls require *** approved signage in accordance with Colorado State Law, the signage in the stall in question was appropriate and is in-line with Colorado State Law. Per your reference to Colorado r7-8 which is the sign identifying number, attached is the official sign type, the photo of the accessible signage in front of your vehicle, clearly visible without obstruction, and the below information regarding the r7-8 signs usage, which is in-line with our practices.

  
  Accessible parking spaces must have a sign that includes the international symbol of accessibility and state "RESERVED PARKING." Spaces designed for van parking must also have a sign stating "VAN ACCESSIBLE." (***AG *****). (MUTCD R7-8)
  The sign should be 12W x 18"H with green lettering and border on a white background. The symbol of accessibility should be 4"H and be white on a blue background. The symbol is a depiction of a person in a wheel chair. (MUTCD R7-8), (***AG 703.7.2.1)
  If required, the van accessible sign should be 12W x 6"H and have green lettering and border on a white background or white lettering and border on a blue background. (MUTCD R7-8a, R&-8b)
  Signs should be mounted at least 60 inches above the parking surface so as to not be obstructed by any parked vehicles.
  Signs should be constructed to withstand the elements. An aluminum substrate with a reflective surface using UV stable ink is recommended. An anti-graffiti laminate surface might also be considered.
  Of note: Federal accessibility signs avoid the use of the text "handicapped" or "disabled" as a result of the *********************'s efforts to make use of up-to-date accepted terminology and avoid stereotyping of individuals. (28CFR35.104)
  
  Our department as a one-time courtesy will reduce the citation to the non-escalated citation amount of $150 from the escalated citation amount of $300. To better facilitate citation feedback and proper appeals process for citations in the future, you may utilize this link: Parking Citations (Payments &Appeals) | ****, to submit an appeal for any citation before the 45-day escalation process. All customers are entitled to the appeals process, which involves a full review of the evidence provided by the customer.

• Initial Complaint

  Date:11/18/2024

  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 was visiting the ************* for the first time for an enrollment visit and student meeting. I was given instructions to enter a code at the pay station, but there was not anyone attending that morning so I was not able to validate the parking ticket. See uploaded doc. Some time had passed, and I received a $30.00 parking ticket from the **************************************** I appealed the ticket online as the parking was promised to be validated, and they rejected my appeal. I got a second notice, and they've added a $30.00 fee for a total of $60.00. I want this ticket removed. This should be investigated as this could also he happening to other students on campus.

  Business Response

  Date: 11/22/2024

  Please see the attached for reviewed response.

  Thank You!

  Customer Answer

  Date: 11/27/2024

   
  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:10/21/2024

  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.

  I am writing this complaint to inform you of what I suspect is predatory practices by the Tivoli Parking facilities. My son started classes at ********************** in ****** and parked on campus every day that he attended classes. ****** 12, 2024, ****** 13, 2024, ****** 15, 2024, ****** 16, 2024, ****** 20, 2024, ****** 21, 2024, ****** 22, 2024, September 24, 2024 and September 25, 2024. I received citations via US mail in the amount of $30.00 for failure to pay for all of seven (7) of the ****** dates with no prior knowledge that my son had committed and infraction. Had we be notified via a ticket on the vehicle, we would have known that his method of paying after the fact was not acceptable. During the first seven (7) visits on campus he said he paid for parking after her returned to his car. He figured as long as he paid, he was good.Once we received the citations via mail, we purchased a RTD pass and he began riding light rail to avoid the risks of additional citations. I appealed the citations as outlined on the notice and immediately received a denial. I figured if I explained my position to a human being surely, someone would understand my point that had we been notified properly after the initial infraction, the remaining infractions would not have occured.I respect there is a process to follow and I respect that my son should have paid prior to parking. What I don't respect is the complete disregard of acknowledging that sending a citation in the mail that arrived weeks after the initial infractions is not fair and is predatory in that a $5.00 parking fee turns into a $30.00 charge and then doubles to $60.00 after 45 days.Thank you for your consideration and I hope that my multiple appeals will lead to some type of empathetic response and resolution. Citations:256140651 ********* ********* ********* ********* ********* ********* ********* ********* Kind regards,-*. ******

  Business Response

  Date: 10/31/2024

  The registered vehicle for ***** ****** utilized the Tivoli Garage for parking without making the required payment for said parking. Parking on Auraria Campus always requires payment as is stated on the Auraria Campus website, through lot and garage signing, and in all verbiage on campus. Payment of $8.00 per day on the dates citations were issued was not received by our agency for the corresponding vehicle.  Citations issued within the Tivoli Garage are digital and sent to the registered owner of the vehicle in compliance with the procedures/policies set in place by Auraria Campus and Parking and ************************ physical citations are not required by Colorado State law.
  Notification of these citations and the violations incurred is processed through the letters sent to the registered owner. The owner received the citation letters within the appropriate timeframe to submit appeals through the citation portal, and submitted appeals for the following citations:
  *********        08/12/2024
  *********        08/13/2024
  *********        08/15/2024
  *********        08/16/2024
  *********        08/20/2024
  256147340        08/21/2024
  256148468        08/22/2024
  
  The appeals adjudicator noted on each appeal submitted that the citation was upheld due to non-payment and attempted coupon code misuse, as the customer was attempting to utilize one-time coupons associated with the ********************* of *************************************** for prospective students, which resulted in suspension of this coupon code for that department. The media provided in the appeal by the customer provides details on an appointment for the admissions office allowing for code use for a single day being 07/30/2024 as is the purpose of the coupon code. Each appeal submitted by the customer being identical and not producing valid evidence for each individual citation.
  Appeals were not submitted for the below:
  256158769        09/04/2024
  256174871        09/24/2024
  256176864        09/25/2024
  
  Stated in the BBB review, the customer states that they discontinued use of the facilities for parking on campus, however citations were issued to the registered vehicle at the below dates with no attempted appeals submitted:
  256185343        10/03/2024
  256189502        10/08/2024
  256194858        10/14/2024
  
  In all regards to the processes and policies for our department, these citations are valid and require payment by the customer; if payment is not collected and the vehicle is located on campus, the vehicle is subject to immobilization or removal.
  
  Citations: *********, *********, *********, ********* were paid as of 10/31/2024 by ***** ******, with a partial payment of $30 to citation: *********.

• Initial Complaint

  Date:03/14/2024

  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.

  I am writing this complaint to inform of what I suspect is a fraudulent activity by the Tivoli Parking *************** I attended a guest speaker event at ********** Center on 01/29, and while the parking price on a regular day is 7$ for the whole day, because there was a game at the Stadium across the street, they decided to charge 25$ and there was no choice for an hourly rate. I paid the outrageous price for my 1.5 hours stay. On 02/03 a citation notice was sent out to house, claiming I haven't paid, for the amount of 30$. By the time my husband received it in the mail, I was abroad, when I came back, another citation was waiting for me, with the same details, so I called. When somebody finally picked up, he told me that "I have to work with him because he has many disputed citations waiting to be resolved before mine" so I left my details and I even offered to send him my payment proof via email, and he said that there's no need and if I don't hear back from him again, then ignore the citation. I have received a third notice since, but it was printed before I talked to him. I have a feeling that they're just sending out citations and hoping that some people will get scared or hoping that they threw away the receipt and paid cash so they don't have a way to prove it. The fact that he did not want my payment proof and so easily will eliminate it, and that he has many disputed citations waiting in line to be checked, is fishy, and at the least not professional conduct by the people who send out the citations. Thank you for reading this far. Have a good rest of your day!My Citation Number: ******** License Plate: YALABYE

  Business Response

  Date: 03/20/2024

  The citation issued to the customer comes from an automated system that automatically mails citation letters to the vehicles registered owner. The customer transposed the license plate information on the vehicle when parking in the Tivoli Garage. The plate of the vehicle being YALABYE, the entered plate for payment was entered as YALABAY. As there was verified payment found for this plate when the customer called in to the ******************** and ************** Services offices on 03/13/2024, the citation was dismissed as a one-time courtesy to the customer.

  
  Letters sent to customers detail the ability of customers to appeal citations through the Parking and ************** website. The appeals process looks at every payment method and evidence provided by the customer to ensure that if there is reason to dismiss a citation that it is found. The appeals process for this citation was never submitted by the customer to ensure proper resolution for the citation. The citation letter for this citation was generated and issued on 02/03/2024, the first notice letter was generated and issued on 02/14/2024, the second notice letter being generated and issued on 03/04/2024. When dismissing the citation,the employee informed the customer that they may still receive a citation notice in the mail but to disregard it, as another notice letter may have been undelivered by the mail service and did not want to cause undue stress to the customer.

  
  The customer made the decision to park within the Tivoli Garage, however the campus offers 3 garages,12 surface lots and 271 metered spaces all of which were available options to the customer on the date of payment. Multiple ********************** options are available on the Auraria Campus, including metered parking at a rate of $0.25 for eight minutes up to a maximum of four hours, which would have allowed the customer to avoid the daily rate payment.

• Initial Complaint

  Date:07/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Received a parking citation for my daughter's car at her school in ********. I paid it for her. The parking ********************************************* Services ************ | ************************************ ************************************************************************ took two payments from my account, evidenced in the documenting screenshot of my bank account I attached to this complaint. I have emailed repeatedly as well as spoken on the phone with these people. I was told twice to expect the refund the following day. Each time, this was followed by and email saying I would not receive the refund because only one payment was taken (even though I sent the screenshot showing they took two payments). I was promised a phone call from the manager, no one called me. I am not concerned with the amount of money, it's the fact that it was taken from me fraudulently and has not been refunded. This issue has been ongoing for over a month now, the original payment was made on June 2, 2023. I would simply like the second fraudulent payment refunded to me.

• Initial Complaint

  Date:03/30/2023

  Type:Order 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 March 9, 2023, I found a "red tag warning" on my car from AHEC Parking in ******, **, stating that I had over 3 unpaid Auraria Campus Parking citations, and if they weren't paid in 10 days, my car would be towed. However, I had never received any notice of any parking citations. When I checked AHEC's website, I found out that I had accumulated 13 parking citations, totaling $420, including one that had already incurred a late fee.I appealed the citations, referencing a "duty to notify" that is common in most jurisdictions. I also discovered that ****** has specific legislation stating that if someone is issued a parking citation but not notified within 96 hours or 30 days, the citation becomes void. **** did not acknowledge ******** policy, nor did their regulatory documents mention a duty to notify.I informed AHEC that since they had not acknowledged ******** policy or specified their own, a judge would likely defer to ******** policy if the issue went to trial. **** responded by claiming they were not owned by ****** and therefore in a different jurisdiction, which I believe is incorrect.After arguing for the duty to notify, I received all my notices in several envelopes on March 25. This indicates that AHEC recognizes they should have notified me and are attempting to cover their bases. I informed AHEC that I am a grad student struggling to make ends meet, and I offered to pay the daily rate for all citations I was issued, but they showed no willingness to work with me, denying my appeals twice. Out of fear for repercussions, I took a loan to pay the citations.Allowing students to accrue citations without being notified until their vehicle is threatened to be towed is unfair and potentially illegal. I wonder how many other students have been victim to AHEC's predatory business practices.I strongly believe AHEC should be investigated, and at the very least I would like my money returned.

  Business Response

  Date: 04/10/2023

  Greetings!  On the Auraria Campus, the Tivoli Garage is outfitted with electronic monitoring devices and cameras, that work to ensure payment for parking has been made by all customers utilizing the facility.  There is signage posted at every entrance and exit that state the requirements to pay for parking.  There is also signage that states that the garage is being electronically monitored.  Once a customer has entered the facility, we give them up to 30 minutes to find a parking spot and pay.  If that is not done, the system kicks in and automatically generates an enforcement citation that is mailed to the "Registered Owner of the vehicle".  Auraria is not sanctioned under the statues of the *************************, as we are a ***************** agency, yet we have our own Parking Rules and Regulations that can be found on our website.  As it is the customers responsibility, per the *****************, to have their vehicle registered with the correct mailing address, this does not always happen.  What we have put in place is a system where we issue the customer a "Red Tag Warning", that informs the customer that they are now qualified for vehicle immobilization with our policy of having 3 or more citations that have doubled in cost.  When this is issued, it is then the customers responsibility to contact our office, as stated on the notice, to work out getting the citations resolved and the vehicle off of the immobilization list.  We give our customers 30 days before a citation doubles in cost, we give 45 days to appeal, as well as the red tag warning.  We are absolutely not predatory to the students, faculty or staff of the Auraria Campus, and are very transparent with information.  Signage is posted both at our lots and garages, as well as online.  A customer is responsible for ensuring that they understand the rules of any place they wish to park their vehicle.

  We use Colorado DMV, to obtain customer registration information, that includes current mailing address.  The customer did not update their ********** license plates with Colorado DMV.

   

  We hold ourselves and the campus to a higher standard, where higher learning is the example of leadership qualities.  All students, faculty and staff of Auraria is required to pay for parking.  We sell permits and passports at a reduced price, we contour passes to fit schedules, we offer free RTD Eco passes and make every effort to communicate.  We work with each institutions communications departments to provide our information and updates.

   

  At this time, because the customer was in violation for non-payment, we are unable to provide a refund.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19871901
  
  I am rejecting this response because: Every time the business has responded, they have conveniently ignored my most crucial points.  They have responded with vague statements like "we hold ourselves to a higher standard" but they have not made any comment about their failure to notify (required by city law) and the fact they allowed 13 citations to accrue with NO notice to me. If they really believe they have no duty to notify, why did I receive 13 notifications in the mail two weeks AFTER disputing the charges?  Their claims about the *** are bogus.  My vehicle is properly registered, and it is very interesting they somehow figured out my mailing address immediately after I disputed the charges.  What's more is that I am in contact with the residents of my previous address, and they never received any relevant mail addressed to my name.  It is provable beyond a doubt that **** made no attempt to notify me.  They are either lying about this or are so incompetent that they have incorrect records.

  How can you say you are not predatory when you let a student amass 13 citations, without notice, then threaten to tow or send to collections if the amount isn't paid in full? I have offered to compromise by paying the daily rate, and I would even pay the fine for the first violation.  Again, if I had received proper notice of the first violation, or even the first 3 violations, I would have paid the fines and made sure to not violate the parking rules moving forward.  If I were a shady business trying to maximize profits, I too would neglect to notify violators until they had hundreds of dollars in fines and I could 'justify' towing them for nonpayment.  This is textbook predation and/or gross negligence.  Just because you require payment, it does not relieve you of a duty to notify.  If you think you are exempt from said duty, you might be interested to know the ************** disagrees as well as a class action lawyer.  I don't know what else I can do to allow you the opportunity to act fairly with a student who is clearly trying to negotiate a fair outcome.  Your strict adherence to (indefensible) self-created regulations goes far beyond trying to enforce the rules 'fairly' and is pure greed.  If you really held yourself to "a higher standard" you would admit you did not notify me in a proper manner which is the reason I, as a grad student with no income, have accrued several hundreds of dollars in fines. You would recognize my humanity as well as your own, and make good-faith efforts to negotiate a fair outcome.  Instead, you are standing behind your made-up rules and ignoring codified law. 
  
  Sincerely,
  
  Will G.