Complaints
This profile includes complaints for Colonial Parking Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/05/2022
Type: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 rented a space for $120 a month in the garage at ******************************. from Colonial Parking in June 2022. On November 11, I found a notice on my car dated Nov. 2 and telling me that my car would be towed and that I should contact them immediately. I did so, and Mr. Rondie S************* told me that because I only took the car out infrequently, I had to pay $230 a month on Nov. 12 because supposedly I had a reserved space (the space wasn't reserved). I found another garage and started parking there. Colonial Parking wouldn't let me cancel the space without agreeing to pay for December parking, even though I wasn't going to be using the space. I orally and writing told them that I refused to pay for December. In addition to the fact that they changed the rate they were going to charge me less than 30 days before December 1, I also began finding used condoms and empty beer cans near my car. Today they sent me a notice informing me that I had to pay December's fee.
Business Response
Date: 12/08/2022
We consider this complaint closed as the account was terminated and our 30 day notice policy was waived as a courtesy.
The customer was not securing or paying for a reserved space but was leaving the vehicle in the garage for long periods of time.Thanks.
Customer Answer
Date: 12/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*****************************Initial Complaint
Date:08/30/2022
Type: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.
Attended ************** in Tysons Corner VA on Saturday, August 20, 2022 for the 8:00 pm show. Pre paid parking for $20.00 at the Colonial Parking Garage located at ***************************. Per the instructions on the receipt, upon leaving the garage you were supposed to show the attendant your confirmation. However, there was no attendant. Therefore, in order to leave the garage we had to pay again. Which means I paid twice for parking. I emailed Colonial Parking twice after the second email I was given the email for the Tysons Garage and told I needed to deal with them directly. I emailed Tysons on 08/25, 29 and 30, 2022 requesting a refund. I have not gotten a response even though it was indicated a response could take 24 to 48 hours.Business Response
Date: 09/14/2022
A full refund has been processed and we do apologize for the inconvenience.
Thanks.
Initial Complaint
Date:08/08/2022
Type: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.
Colonial Parking refuses to refund me or respond to requests for a refund. On several occasions, my access to the garage, which is through a parking pass, has been shut off without explanation. The account has always been paid, but the company refused me access to leave or come into the garage on several occasions. Recently, I was told that I would have to pay a lost ticket fee to get out of the garage even though I have already paid hundreds of dollars for the monthly parking permit. I asked for a refund of both the $17 for the lost ticket fee I was wrongfully asked to pay in addition to a refund for the month of parking I have not been able to use because the company wrongfully denied me access to the parking I paid for. I have been directed to contact the manager who has not returned my phone calls or emails. There is no logical reason that I was refused access AND the sudden change in policy that they have put into place, forcing monthly parkers to pay a fee that will allegedly be "refunded" is predatory and unethical. I demand a refund for the amount I am owed.Customer Answer
Date: 08/22/2022
From: ******** * <*******************>
Date: Tue, Aug 16, 2022 at 7:18 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
Cc: **************@mybbb.org <*******@mybbb.org>
Hello,
The company has finally agreed to issue me a refund, so my complaint is resolved.Initial Complaint
Date:08/04/2022
Type: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 Friday, 7/22, we stayed at the hotel across from lot #***. The posted signs gave the hours of 8:30am-3:30am on Saturday. We chose overnight parking and were told we had to leave the key. Around 9:30am on Saturday 7/23, we go to get our car as we have plans. The garage is closed and there is no attendant. We call, and we’re told the hours changed because of COVID… but the sign was never updated. We had already checked out of the hotel. We were told the attendant would likely be there within an hour or so. When he arrived, he couldn’t find my key. I waited while he called someone (assuming the attendant from Friday) to try and locate my key. He was scrounging through drawers, looking under papers, looking everywhere in the office, and couldn’t find it. He finally found it after TEN MINUTES of searching. I sent an email to Colonial Parking on 7/23 detailing this issue and asking for a refund. On 7/26, I received a response stating they would refund me and asked for the information on the card that was used. I provided it immediately. To date, I have not received a refund, and have followed up on the email chain (which included multiple people) 4 times, and received NO response. Today, only after threatening to dispute the transaction and file this complaint, I was told "they're finding a solution" despite having been told a refund would be issued. They then backtracked and said they were thinking of someone else. This is absolutely unprofessional and unacceptable on all fronts of this scenario.Business Response
Date: 08/31/2022
An apology was sent, full refund and a $50 gift card. We consider this case resolved.
Thanks.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.