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Business Profile

Parking Facilities

Pro Park

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Facilities.

Complaints

This profile includes complaints for Pro Park's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pro Park has 110 locations, listed below.

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    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 15 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 stayed at the ******* ****** ** ****** *** ***** *** ******** from 8/16-8/21. Parking was through ProPark. After I checked out, I noticed a scratch through the paint on the passenger side of my vehicle. I contacted the hotel which put me in touch with ProPark. They denied liability claiming that I didn't report it before I left. I mentioned to them that I reported it as soon as I noticed the damage which was ~3.5 hours after I left. The claimed that they had noted this prior damage to the vehicle. When I requested documentation showing their inspection, they told me if I wanted anything from them that I could have my attorney subpoena it.

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 June 30th a pro park employee ran our rental car into a pole at the ******** at *********** *****. We have a witness that saw the incident. They opened a claim and told us it would be resolved. Since then they have disappeared. They will not answer emails, calls from us or the rental company. Even though they were blatantly responsible, they are not taking any accountability. We are now being given a $3,000 dollar settlement which they were responsible for.

    • Initial Complaint

      Date:07/18/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 bulletin board of the parking lot operated by the company shows that the parking fee is $12 per hour, with a maximum of $38 within 24 hours. On the afternoon of July 12, 2024, at 4:49 pm, my car parked at the parking lot ******** ** ******* ****** . At 9:40 am on July 13, when my car drove out, the toll screen showed a total of $76 including tax. Although I had doubts about the $76, due to time constraints, I had to pay $76 on the spot with my Chinese credit card and leave. However, one hour after I drove out of the parking lot, at 10:46 am on July 13th (11:46 pm Beijing time), my credit card was once again charged $66 by the parking lot without my consent.
      My desirred resolution:1.Refund the overcharged $38;
      2.Refund the duplicate charge of $66.
      The total amount refunded is 104 US dollars.

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had my car valeted at The ***** **** in ** for on night. I did not noticed that my car had been damaged by the valet until I arrived home. It has noticeable scratch marks on the back as if it had hit concrete when they backed it up to park. I filed a claim directly with several images and was notified they would reach out in 48-72 hours. They notified me that they received my email. I few days later they called me to tell me they can't do anything and they would not cover any damages to my car. I asked them to provide any pictures and videos of the day I parked and they said they couldn't provide me with anything. I don't understand how they can't take responsibility for something they did. How can they not provide any evidence ? I would like them to take action and fix the damage instead of denying it.

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 6.27.2024 I arrived at **** **** hospital for surgery and gave ProPark valet keys to park our car.

      After surgery was over I was wheeled out to pick up our car from ProPark valet and found the drivers side of car was damaged ($4000 in damage)

      I submitted a claim to ProPark for damage done to our car .

      ProPark responded with They are not liable for damage done to our car.

    • Initial Complaint

      Date:05/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 5/10 I checked into a hotel whom uses Propark valet services. I checked in overnight. There was no valet attendant present the entire time we unloaded the car. I handed my keys over to the front desk associate. I asked if I’d receive a ticket and he replied yes through text. That evening when I requested my vehicle, as I was getting in I noticed damage to the driver door trim. The valet attendant was gone and as I was running late for a reservation, I took a photo of the damage and figured I’d address it when I returned. That night I returned and explained to the valet and front desk manager. They filed a claim. They got the valet manager on the phone to speak with me. The next day the hotel manager and area manager assured me they would stay in contact until this was resolved. Three days later I received an email and call from Jaritza to confirm my contact information and claim number. I asked what the timeline would be and she said within a week I’d have a resolution. Fast forward almost three weeks and I’ve wasted the entire day back and forth with these people. They have denied my claim stating I left the premise before reporting damage. I was given nothing to sign with any rules or terms and conditions. They state I called to report damaged. Which is false. I was there in person. They have not provided any proof of photos or a checkin sheet when my car was taken in. Not to mention my car was being driven around that night and I had to go down to the lobby at 3am to ask why my car wasn’t parked in the garage yet. Christopher the director of claims has zero care or customer service skills and refuses to escalate or provide me with contact info of a higher up after asking several times. Very unprofessional company. Unacceptable. My car is brand new, I had it a week before arriving there so I know the damage was not there. This is not a conspiracy to scam them out of a couple hundred dollar repair when I have an $80k car. They are taking zero responsibility.

    • Initial Complaint

      Date:05/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 looked online to verify that our car keys would be available 24 hours before valet parking our car for a graduation ceremony and we have been standing in a cold dark parking lot for over an hour looking for the person that has our keys. The cops have checked every propark lot, we’ve called every number, we’ve filled out every “contact us” form. They were great at taking our car, ***** at giving it back.

    • Initial Complaint

      Date:04/18/2024

      Type:Billing 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.
      April 16 at 0958 I entered the parking garage at ** ********* ****** ****** which services ****** *** ********* at ** ********* ******* It took 13 minutes to find parking (patient parking was all taken by residents of **********.) We made it into the building at 1014. My father’s surgery was around two and a half hours. Atround 1245 I got our parking ticket validated, my father used the restroom and got in the car to leave. We reached the gate at 1300. The ticket to leave was scanned at 1301. Our ticket was timestamped for 0958, the machine wanted us to pay $49.99.
      We asked an attendant if they could make exception because we were only 2-3 minutes past. There was a time difference between my device and the machine. We were informed since we were over 3 hours we had to pay and there was nothing they could do.
      My father is 69 years old, and cannot see because he just came from eye surgery. I am three months pregnant with twins. We are a little slower than we would like. We asked to please make an exception and our parking was validated.
      We were told to pay 49.99 ***** *** or credit card. I do not have a debit or credit card and my father left his wallet at home. We only had cash and were then charged a $20 cash convenience fee. We had to pay $69.99 for 3 extra minutes of parking.
      I cannot get over that Pro Park would implement such a policy. No where do they mention it on their website. Every situation is different and I think our situation was indeed exploited for monetary gain. It was insulting to look at their website and see them brag about having compassion and empathy when they threatened to tow me if I couldn’t pay the almost $70.
      It was either give them all of the money we had on us or get my car towed (69 year old man who cant see 3 month pregnant with twins daughter and a dog). I would like a price adjustment to be far and correspond to the 3 minutes for parking and not for three hours and three minutes because our first 3 hours should have been free

      Customer Answer

      Date: 04/18/2024

      Hello the date was incorrect this happened yesterday April 17, 2024. I apologize for not catching my error.

      I would like to clarify a few details for the company. I didn’t have adequate space in the complaint.
      -I  waited at the gate starting at 1301 until we were permitted to leave. The attendant asked for me to reverse back into the lot until the manager came. I did not comply with this request that was why the threat to be towed was stated by the male attendant.

      -The female attendant did try to negotiate with us. She offered to charge us for up for 3 hours. I think this was maybe in the $30-40 ish range. We were also told that if just paid with them (the attendants it would be cheaper but since we wanted the manager it was $10 more (3+ hours). Then when we said we didn’t have a card we were told we had to pay and additional $20 to pay in cash.

      There was signage when you enter, however any reasonable person could not have expected to be charged for three minutes past validation given our circumstances. 

      Customer Answer

      Date: 05/24/2024

      The company has reached out to me directly to resolve this issue. 

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      As we checked out of this hotel, the valet brought our car up in the pouring rain and parked it out in the open where we got soaked getting into it. We left in a rush and when we got home we found significant damage on our previously spotless and garage kept brand new car. ******** referred us to some shoddy third party company called propark (who they contract with to park your car). They promptly denied our claim and never sent a letter or called us to notify us of the denial. I only discovered that the claim had been denied after contacting the ******** weeks later. This company is not trustworthy, honest or professional with guest’s vehicles. I witnessed them recklessly whipping vehicles around a parking garage and speeding around city streets. I complained to an executive assistant at ******** named Kendra who was very unhelpful and took precisely zero responsibility or accountability for the damage. She refused to follow through with a phone call as she had previously promised and would only communicate by email. She “encouraged” me to file a claim with my own insurance - I was actually very shocked and surprised and the total lack of customer service from a “high end” expensive luxury hotel like this. The whole experience from start to finish was substandard. The people who work at this property and more importantly those who manage them need training and education.

    • Initial Complaint

      Date:04/08/2024

      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.
      Name: ********* ***** Auza
      Address: *** ************ *** ********** *** *****
      Invoice Number: 1046
      Call Number: ********
      Stock Number:
      Date/Time Impounded: 4/7/24 10:30 pm
      Date Released: 4/7/24 1:32 am
      Days Held in impound: 0
      Vehicle description: ***** ***** 2007
      Plate Number and State: ******* *************

      On Saturday, April 6th, 2024, sometime after 9:36 p.m. my car was towed at *** *********** *** ************ ** ***** while I was having dinner at “** ***” restaurant, located next to the parking lot. I parked my car in an available clearly marked parking spot. I then scanned the parking payment QR code and went into the restaurant . I completed the payment at 9:36 pm. When I left the restaurant, my car was not where I had parked it. I called *** ******** ****** to inquire about my vehicle. The person at the other end of the line said I had to pay $368.62 USD to get my car because it had been moved to their place, and I had to pick it up there. I went to *** ******** ****** and explained the situation and showed them the parking payment receipt, but the attendant stated that if I wanted to get my car back, I had to pay. Below are the facts:
      1)Parked in a valid parking spot using the QR code located at the parking lot. One of the QR codes was located in the kiosk in the main entrance and another one on a vertical sign inside the parking lot close to the next door building next. I scanned the qr code located in the vertical sign.
      2) Made payment at 9:36 p.m
      3) Car was impounded at 10:30 p.m
      According to parking payment receipt, my parking time would expire at 2:32 am on Sunday, April 7th
      3) Upon visiting *** ******** ****** to resolve the matter, a 20 minute car ride from where the parking lot was located and presenting evidence of payment, including the payment receipt, I was offered no explanation, evidence of the alleged violation or recourse

      I want to be reimbursed for the impound because my car was towed either by mistake or ny unethical business practice.

      Business Response

      Date: 04/11/2024

      We are issuing a refund to the guest.

    Pro Park is NOT a BBB Accredited Business.

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