Complaints

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

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• 

  Pro Park

  1 Union Pl Hartford, CT 06103-1490

• 

  Pro Park

  300 E 2nd St Reno, NV 89501-1500

• 

  Pro Park

  50 W Liberty St Reno, NV 89501-1940

• 

  Propark

  560 Warburton Ave Hastings on Hudson, NY 10706-1504

• 

  Propark

  560 Warburton Ave Hastings on Hudson, NY 10706-1504

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:06/16/2023

  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.

  Their system overcharged me, they admit they are aware of the problem but won't do anything about it. They sent the following email: Good evening ***,
  
  We are taking advantage of anyone, we've been having issues with our gates since last year. We have been working to get them fixed since then. Our system does everything we have no control over it. The rate was $18.95 that was charged, in the end it was charging for 2 days. it charged those two days because of the time you came in and left our lot
  
  ****** Support Team
  ###-###-####
  *************************
  ****************

  Business Response

  Date: 07/17/2023

  Our Account Manager has reached out to the complainant to process the appropriate refund.

  Customer Answer

  Date: 08/07/2023

  So you know, they offered a refund but never actually processed it.  Clearly they are ethically-challenged as they admitted that their billing system was flawed, but I guess they just collect the extra funds unless/until someone notices.

   

  
  Thanks!

• Initial Complaint

  Date:05/12/2023

  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.

  I am writing to file a complaint against ProPark Mobile, specifically their ******* *** location. Since November 2021, I have been parking monthly with them. In November 2022, I missed a payment and noticed in February 2023 that I was charged over $700 for a late fee starting in February 2023. The garage manager acknowledged the mistake in March 2023 and assured me it would be corrected. However, in May 2023, I was denied access to my car due to an alleged remaining balance from the mischarge. When I contacted the supervisor (Rob), he could only see my 2023 transactions and didn't explain the remaining balance. ProPark has a problematic billing system, with discrepancies between their website and the garage's information. I have been unable to reach their office or account manager, and their actions feel fraudulent. I request a thorough investigation and appropriate action against ProPark Mobile to address these issues and protect other customers. Thank you for your attention to this matter. I look forward to your prompt response and a resolution.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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.

  My car was damaged at valet parking. I filed a claim. The car was repaired and payment was received for the auto repair. I have been trying to collect reimbursement for the car rental for 2 months. The Claims Representative is not responding to my emails. I am unable to get an explanation or response.

• Initial Complaint

  Date:04/17/2023

  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.

  I dropped off my car w/o any dents. Upon picking it up I noticed a dent and they are refusing to acknowledge and pay for the damage. No one called or emailed me but they claim they sent me a letter.

  Business Response

  Date: 05/16/2023

  We are aware of this insurance claim that Ms. ********* filed for alleged damage to her vehicle.  It was handled under claim # **************.  That claim was denied because the damage was not reported until approximately 24 hours after she left the location.  All valet customers are advised upon arrival that any claim for damage must be made prior to leaving the property.

   

  In regards to the statement that there was no communication, Ms. ********* spoke to our claims specialist on 2/28, who also sent a follow up email at her request.  On 3/1, our claims manager left a voicemail message to explain that the claim was denied.  A letter was also mailed to her to explain the decision in writing.  On 4/14, our claims manager had an extended phone conversation with Ms. ********* to again explain our position.  Ms. ********* has all of the contact information for our claims manager, and he will be happy to respond to any additional communications from her to discuss this insurance claim.

   

  Thank you.
  
  Dennis

• Initial Complaint

  Date:03/16/2023

  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.

  My car was damaged by the valet parker. I filed a claim almost a month ago and have not heard anything. If I called, they do not call back. If I email, they do not email back. I just bought this car and it was in mint condition. Now would like to get it fixed asap.

  Business Response

  Date: 03/17/2023

  We are aware of this insurance claim.  Our Claims Manager left a
  voicemail message for the claimant on 2/22/2023, and also sent her a letter in the
  mail.  Our claims manager will reach out to the claimant again at the number provided within the next 24 hours to discuss this insurance claim. 

• Initial Complaint

  Date:02/27/2023

  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.

  Vehicle was damaged on 2 panels while parked at the *** airport. Filed a complaint/claim with pro park and the last activity on their part has been February 9th since then I’ve been ignored. I expect my car to be fixed, and damaged panels to be repainted by a body shop of my choice.

  Business Response

  Date: 02/28/2023

  We are aware of this insurance claim.  Our insurance claims manager left the claimant a voicemail message on February 10, 2023, and mailed him a letter the
  same day.  Our claims manager followed up again today with an explanatory voicemail to the claimant.

  Customer Answer

  Date: 02/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Leaving a voicemail denying my claim hasn’t solved anything yet. It’s also unfortunate I had to contact the BBB for you to finally reach out to me after 3 weeks. You denied my claim because I didn’t discover the damage quickly enough, not because you deny any wrongdoing. I’m sure if I had found it within your “window” there would be some other excuse you would pick out of your corporate list of talking points. Thanks for ruining my car and evading any responsibility. 
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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 paid for parking and have said confirmation of parking on January 11th 2023. I have a receipt stating that I have all the rights to be parked in the parking lot until February 11th which is also on the receipt as well, there is a photo provided of the receipt. I was parked in the lot I paid for the month when a manager from the company ProPark, Jaclyn B****, called a towing company ,** **** *** ******, to come tow my car because they said it should not have been there. The next day, I go to what I think will be a regular day of using my car when I find out my car has been towed. When speaking to ** ******, they communicated to me that propark had called in the towing of my car. I was told to reach out to them to get reimbursed for the towing fees. I reached out to the company on multiple occasions on Saturday when the office stated it was open but for some reason not one person was available to get this situation rectified. It was not until Monday in which I called several times that Amanda picked up. I explained the situation to Amanda and she transferred me to Jaclyn B****, the manager in charge of that specific parking lot . Mrs.B**** had me explain my situation to her again as well as send receipts through email. However, the company was trying to deflect responsibility of the situation by saying that a "parking pass" was needed to be in that lot. When telling the worker (Amanda) that I did not intend to stay for more than one month in that parking lot and that the email stated that you do not need a sign for anything less than a month. It is only required if you will be parking there regularly on a monthly basis. However, I only intended to stay there for one month. The worker I spoke to kept being rude and refused to give me and information in regards to contacting a regional manager or a director in the company. Instead, she put me on hold mid sentence and when attempting to call back, she put all my calls to voicemail ignoring me.

  Business Response

  Date: 01/30/2023

  On both the website during the purchase process, and in the follow-up confirmation email, it is clearly stated that guests cannot park in the lot until they have picked up the parking credential or they may be subject to towing.

• Initial Complaint

  Date:01/23/2023

  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.

  Parked my car at the valet on ******* ******** overnight which costed $55 and received my car back the next morning (New Years Day) with my ***** ***** wheels scratched and a chunk missing out of it. Filed a claim with them and received no update within the time I was told. When I called for an update they stated that none of the employees stated that they did it and my claim was denied. They have camera footage that can verify that this took place here and do not want to pay for the damages that occurred. The man who called also acted poorly of the situation and blamed me for the damages that THEY have done. I would like to be reimbursed for the damages and for the situation to be made right. $55 for valet is unbelievable and for them to no own up to the damages is very irresponsible.

  Business Response

  Date: 01/23/2023

  We are aware of this insurance claim and have performed a
  thorough investigation.  The claimant did not report the alleged damage to
  our staff prior to leaving the hotel.  Rather, the claimant emailed our
  local manager to report the alleged damage several hours after leaving the
  premises.  In addition, all of the curbs at this hotel property are
  painted, so if the claimant’s rim struck a curb at the hotel, for instance,
  there would be paint transfer.  As the photographs show, there is no paint
  transfer on the rim.  For all of these reasons, this insurance claim was
  denied.  This has been communicated to the claimant, both over the phone
  and in writing.  If the claimant has any further questions, our Claims
  Manager can be contacted directly at ###-###-####.  

  Business Response

  Date: 01/23/2023

  We are aware of this insurance claim and have performed a
  thorough investigation.  The claimant did not report the alleged damage to
  our staff prior to leaving the hotel.  Rather, the claimant emailed our
  local manager to report the alleged damage several hours after leaving the
  premises.  In addition, all of the curbs at this hotel property are
  painted, so if the claimant’s rim struck a curb at the hotel, for instance,
  there would be paint transfer.  As the photographs show, there is no paint
  transfer on the rim.  For all of these reasons, this insurance claim was
  denied.  This has been communicated to the claimant, both over the phone
  and in writing.  If the claimant has any further questions, our Claims
  Manager can be contacted directly at ###-###-####.  

• Initial Complaint

  Date:11/28/2022

  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.

  I parked my car at the Propark at ****** at *** **** ****** *** ******* ***** on Tuesday November 22, 2022. When I retrieved my car it had a scratch on the left front bumper. I noticed the attendant and he took a picture and told me I would have to follow up with a manager. I called today as yesterday was Thanksgiving. The person I spoke told me I was ******* because there was only a 24 hour window to make a complaint. I would like my bumper repaired and a refund of my parking fees.

  Business Response

  Date: 12/02/2022

  I have included a Customer Claim form for the guest to fill out and submit per the instructions on the form.  Please let me know what else you might need.

   

  Sincerely yours,
  Dennis

• Initial Complaint

  Date:11/11/2022

  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 parked at Propark 1*** ****** ****** ***** *** on 11/6/2022 Sunday. I chose this parking lot as they had a sign at their entrance that daily rate is $5 and weekends are $10. I parked and went to the sign within the parking lot that had a QR code AND this sign also said the same: ate is $5 and weekends are $10.
  I scanned the QR code and it asked me the date of my parking and time in and out. I entered it, determining about 3 hours of parking i'll be there. The first surprise was that it told me it costs $15 plus tax coming to $17.25. I was in a rush so let it go... after i paid with ***** *** I received a text to click on once I finished parking.
  In less than 3 hours i returned to my car and clicked on the link, the next thing was that on my phone screen I saw a Receipt of $109.25!!!!!!!! Just as well after the $17.25 they charged my bank another $92 to make up this amount. The second charge was showing as 'recurring charge'. This is all for a less than 3 hours parking where it is promised $10 daily rate....
  I went to Propark's website and they only had an online form to fill out about overcharging and I did so and submitted. It said i will receive a response within 1-2 business days. It is day 5 now.. I tried to phone the company and it is impossible, they at all cost avoiding callers who are wanting refund for the fraudulent charges. I called their Houston number and the rep on that phone told me he can help with ANY Propark issues EXEPT for Propark **** ****** ****** ***** ***.
  I called their Corporate Headquarters, I was told they transfer me to 'Josh' who helps with refunds, Josh did not pick up the phone and his voicemailbox was full (...). It tied to call back the Corporate HQ number and now when I call it keeps going to voicemail...

  Business Response

  Date: 11/11/2022

  I sincerely apologize for the inconvenience here and will be happy to work with the guest to issue the appropriate refund.  The guest may contact me directly at ************************** and I will be happy to provide direct assistance.

   

  Thank you.

  
  Sincerely yours,
  Dennis

  Customer Answer

  Date: 11/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you ignored my calls and messages various times. Now you are giving me USD 92 refund. The parking i was willing to pay was what you advertised $10. After i now spent VARIOUS hours because of the incorrect charges you charged me the minimum you do is to refund the 7.50 as well. I spent hours calling you, emailing you, reporting the claim to BBB, reporting the claim to my bank, following up w my bank when i noticed the second charge you did was 'recurring' to stop it recur ever again. Now I'm sorry but i can't let it go that even the first time you charged 17.50 instead of 10. To be clear the refund that is due to me anything over the $10 you charged as the sign clearly had $10 not $10 plus technology fee or however you trying to sneak that extra charge in.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 11/14/2022

  I have had an additional refund processed.  Should the guest have any further questions or concerns, I would be happy to assist directly.  Simply contact me at ************************** and I will assist right away!
  
  Thank you!

  
  Sincerely yours,
  Dennis

  Customer Answer

  Date: 11/14/2022

  
  
  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,
  
  
  
  ***** ****