Complaints

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

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  AAA Parking

  1100 Spring St NW Ste 800 Atlanta, GA 30309-2830

  
• 

  AAA Parking

  79 Marietta St NW Atlanta, GA 30303-2860

  
• 

  AAA Parking

  90 Forsyth Street Atlanta, GA 30303

  
• 

  AAA Parking

  31 Baker St NW Atlanta, GA 30308-3026

  

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:01/01/2024

  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.

  On December 28, 2023, I parked in the ************************ main garage in *******. I used the park mobile website at 1:43pm to enter my license information initially for 2 hours parking (free until 3:43pm). I then extended my time for another 2 hours later on ($10.45 until 5:43pm). I returned to my car with time left to spare, but had a parking ticket attached to my windshield. I spoke with one of the parking attendants in the garage, who attested to the fact that I still had time remaining and should not have received a ticket. I was instructed to contact AAA parking via the information provided on the ticket. Later, I realized that I had mistyped part of my license plate number when using the ********************** mobile website (I mistyped one number). Intending to explain this within my citation appeal, I called the phone numbers listed on the ticket, but was unable to be connected to anyone or even an operator. I then attempted to visit the website listed on the ticket, only to find that the domain doesnt work/exist. I then found the correct website for AAA Parking and filed a claim there, but I have yet to be contacted by anyone from the company. In the meantime, my fine continues to increase, as stated on the ticket. I am unsure how to resolve this issue as none of the contact information on the ticket is correct and the company wont contact me. I have attached a photo of the ticket, a screenshot of the time I had remaining for parking on the day of the incident, and screenshots of emails I received from park mobile documenting that I paid for parking.

  

  Business Response

  Date: 01/09/2024

  AAA Parking appreciates the customer alerting us to the surrounding circumstances and inconvenience experienced while parking at The Works.  Since the report of the problem, our manager on the site will contact the customer and dismiss the citation after learning of this situation.  Again, we extend our sincere apologies for the problems with the parking portal at this location.  

  Should the customer have any further questions or concerns, please ensure that they can contact AAA Parking ***************** Monday through Friday for further assistance at ************ or ************. 

  Customer Answer

  Date: 01/09/2024

   
  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:12/31/2023

  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 parked at a 15-minute parking space at The ******************* on 12-21-2023 at approximately 7pm. Also used the app to enter my payment information for the free 2-hour parking. I went in and picked up food and beverages. I went straight to the food court and picked up my order after briefly waiting in line. When I returned quickly to my car, there was a citation on the passenger-side windshield. On the citation, the web address tocite.net/aaaparking/portal cannot be accessed. It is an invalid website. The phone number to contact the website to file an appeal is not helpful. The phone number is an automated robot and the only option is to pay the ticket. The phone number does not offer the option to appeal. They try to rip off and play games with consumers. There are no options to appeal. AAA is further unfair and unreasonable in that if you do not appeal or pay within 10 business days, it will result in immobilization at an additional expense for parking at a AAA parking-operated property. But they make it next to impossible to appeal. And try to impose unreasonable unpaid citations policies. I do not believe I owe AAA anything. If I had intentions to pay, access to the tocite.net/aaaparking/portal is unavailable.

  

  Business Response

  Date: 01/11/2024

  AAA Parking apologizes for the major inconvenience our customer has experienced.  We will do our best to rectify this matter as quickly as possible by alerting the site manager and have him reach out to the customer personally to resolve the complaint.  It is never our intent for our customers to have negative experiences; however, there have been malfunctions discovered with the parking portal at this location. We are working to address the technical issues that we  know about.  If the customer does not hear from our manager within 2 business days, we ask that he contact our corporate office and request to speak to a billing professional, or the claims department at ************.

  Thank you for alerting us of your problems.
  

• Initial Complaint

  Date:12/12/2023

  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.

  On 12/7/2023, I went to the Works for a dinner party at one of the local restaurants. I parked in the parking garage managed by AAA Parking, and I used the *********** app to put in my cc information to pay when I arrived at 5:47 pm. The first 2 hours of parking is free and clearly stated. Since my card information is loaded into the system, I assumed that if I went over the 2 hour period, I would simply be charged per hour until I leave the garage since they have monitors in the garage.Instead, myself and several other people going to their cars at the same time arrived to find that we had been ticketed. The garage monitor told us we had to contact AAA Parking to appeal. I have tried to use the website listed on the ticket to appeal but there is not an option through tocite for AAA Parking. To not provide proper information about how the parking payment works if patrons go over on time, and about how to appeal makes AAA Parking seem like a company that is trying to scam patrons to the Works and any other places they manage.

  

  Business Response

  Date: 12/20/2023

  To our customer, *******************************, we sincerely apologize for the delay in response and a resolution.  It has become evident that there is a malfunction with our parking portal at this location.  Your matter will be turned over to management team responsible for resolving this issues.  Your email will be provided to parking management at that location for further handling.  It is our intent to hopefully resolve this matter within 3 - 5 business days; however, given the approaching holidays, that time may vary. You  may also receive an email from AAA Parking claims department to ensure the process is handled promptly.

   

   

• Initial Complaint

  Date:10/20/2023

  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 parked at a 15 minute parking space at ******************* in *******. I went into the food court and retrieved the food I previously placed. Again I went straight to the food court and picked up my order after having to wait in line and returned to my vehicle. When I pulled into the parking space there was a white *** ******** that was still there when I returned to my vehicle also in a 15 minute parking space. There was a citation on my windshield. On the citation which I am attaching to this complain that has a website address of tocite.net/aaaparking/portal that is an invalid website. Also a phone number **************. It says to contact the website to file an appeal. When I tried calling the phone number the only options are English and Spanish and to pay the ticket I am trying to appeal. The phone number does not offer the option to appeal. I am so sick and tired of these parking companies in the *************** trying to fatten their pockets and play these games with citizen who pay to stay here. There are not options to appeal and then have the never to tell you if you do not appeal in 10 business day it will result in immobilization at an additional expense to me if parked a AAA parking operated property. Because the option listed isn't an option legates the unpaid citation rule. I had to do a search on the internet to locate the site. I have attached all of my evidence in this ridiculous process.

  

  Business Response

  Date: 10/31/2023

  Upon receipt of the complaint from the customer, we have inquired with our billing and claims department to verify by some chance, her refund request was sent to their areas for assistance.  As recent as today, each department confirmed, the name does not show ** in our database.  Given the new equipment at this location, others have reported  some difficulty, in ensuring their payments were processed correctly.  We are now aware of the issue and will gladly issue a refund to the customer.

  A member from our claims department will reach out to the customer today via  phone and email to initiate the refund.  We apologize for any inconvenience this has caused to our customer. To ensure  this is an appropriate method to resolve this matter, we will allow the BBB to review this official response to the complaint filed.
  

   

  . 
  

• Initial Complaint

  Date:09/29/2023

  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.

  In April of 2023, I brought a rental car to a hotel in ******* that uses AAA Parking valet services. The valet took my car and the next day it had a large chip in the windshield that was not there before. The valet and I went over the physical damage report that they use to determine if existing damage was noted upon receipt of the car. There was no damage noted, and the valet filled out an incident report and assured me that, because they did not note any damage, AAA parking would cover repairs. This was out of his own volition. ***************************** with corporate for AAA parking also assured me, after we discussed the issue at length, that the deductible would be covered by AAA Parking. I have emails that say this and we spoke over the phone to the same end. The result was: AAA Parking was going to cover the $500 deductible and for me not to worry. We had this established and confirmed. I thanked her for her help and she said she was happy to be of service. Months later, ******* sent me a generic email stating they would not be covering the cost. ******* then ignored my phone calls and email response. Finally, I called from another phone number and she answered (shady). She immediately told me she could not talk and said she had a customer on the other line. Instead of hanging up, we spoke for over 20 minutes (doubt there was a customer on the other line) with ******* continuing to deny responsibility and ultimately telling me to take the situation as a learning experience as if she is in some sort of position to teach me a ****** as she is actively in breach of our verbal/written agreement. This interaction was patronizing. I reached out to the remaining executives in a mass email on 7/13/23 in an attempt to rectify the situation amicably and not a single person replied to me. Why is that? Sickening business model and horrific customer service. This is about the principle of honesty and integrity and doing what you say you will. I paid National the $500 on 7/28/23.

  

  Business Response

  Date: 10/03/2023

  AAA Parking ***************** reviewed a claim from the Consumer in which she was requested us to pay for a cracked windshield that she discovered in her rental car.  Upon preparation for departure, our manager assisted her with the claim report.  She later inquired the status and the claims department discussed the information with her and stated, we would try to assist her if possible.  Even if we could arrange to do so, it should not be construed as admittance of guilt.  We see vehicles frequently with cracks in the windshield; however, just because the vehicle was in valet care and custody does not mean the crack was created by us. It was confirmed there was no residual damage on the vehicle to suggest damage was caused by us.
  

  Our claims department notified the rental company and requested more information, such as photos and evidence of the replacement.  It took several weeks before they responded back to us and explained, they had no documentation, such as photos, only that the file was noted that the glass was replaced by a third party.  With this information, a notification was sent to consumer, explaining based on the response from the rental company, we lacked the supporting evidence to secure an approval for the payment of the glass.  We apologized; however, we reminded her that the crack discovered was not due to our negligence, it was the result of a typical roadway hit from debris.  Even if she did not see if upon her arrival, it was not related to valet handling.  The vehicle was not exposed to an environment where glass damage could be created. The consumer was very combative in her conversations and continued to call multiple times to ensue further arguments.

  It was determined after at least four calls from her, we could not allow her to continue to disrupt our work flow, as we also had other customers that needed our assistance.  It is unfortunate that we could not assist her, as it was our intent to help her; however, due to the surrounding circumstances, she simply needed to file the claim with her personal auto insurance carrier, as it should have been already.

  AAA Parking strives to provide the best customer service possible; however, it is extremely difficult to appease all of our customers, and we understand that this was one of those occasions.
  

   

  Customer Answer

  Date: 10/03/2023

  
  Complaint: 20676014
  
  I am rejecting this response because:

  To put it simply, its factually untrue. To say I disrupted your business is entirely false and speaks to the lack of professionalism displayed by everyone I have come into contact with from this company. Upon receipt of the email stating you were going to deny the payment of the deductible that was promised, I called several times and was ignored. How could I be combative if everyone was ignoring my calls? Finally, I called from another number and the phone was mysteriously answered. That was the one and only phone call that I spoke to an actual person after receiving the denial of payment. I never called again. I sent an email regarding the situation to upper management and was also ignored.

  I have never been combative with this company. I continue to advocate for myself and speak up. I suppose thats problematic for you. Calling me combative in this situation is convenient because it places blame on me and then absolves you from any responsibility to do what you said you would. ***************************** spoke to me in an appalling manner and Im honestly baffled to be called the combative person here. This response you have given me here is completely fabricated.
  

  If necessary, I can provide phone records as proof that I only spoke to someone at AAA one time since I received the denial. Not 4. And certainly not in a disruptive manner. Every conversation before that was pleasant. I have never spoken to the person who has submitted this response to my BBB complaint. So then, how would you know my demeanor? My emails have been factual and begging for someone to address this properly and I have been ignored.
  

  Lastly, you have completely ignored all of the proof that I have showing I was promised payment by your company. ***************************** promised payment of the $500 and that was not done. The valet at the hotel did, in fact, state that they should be covering the cost. You cannot say that did not happen, because you were not there. The issue is plain and simple. Any other excuse is irrelevant and you have not addressed the fact that your company promised one thing and did another. I do not need instruction on how to file an insurance claim and I am tired of being spoken to like I am being unreasonable. Do what you say and promise you will do. 

  I will continue to advocate for myself and for doing the right thing. If that makes me combative, perhaps you should look at your business model and think of how you might feel if you were treated this way. 
  
  Sincerely,
  *******************************

  
  

• Initial Complaint

  Date:02/15/2023

  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 valet parked my car at the Marriott *************** for a work conference. The next day I got my car and they broken the side mirror completely. The glass was broken and pieces were missing. There was a dent on the hood and the parking sensors no longer worked. I took photos and they handed me a claim sheet. They took weeks to get back to me and asked me to go to three different body shops for estimates. I don't have time to drive all over town so I finally convinced them to send an appraiser. The appraiser included prices for all of the issues I listed and they sent me a check. I took my car to my local Chevrolet dealership and they said the appraisal estimate is way too low. The valet company will not pay to even get my mirror fixed and are now saying that all they will pay is what the appraiser estimated. I've now been without my car for five days while they ignore me day after day. At this point my only recourse is to file a small claims case, go through my insurance and have them subrogate (likely raising my rates) or come out of pocket to fix my car. My company will never host another conference at the Marriott because they are not holding their valet contractors responsible. I get that accidents happen but when my car is in your care you should take responsibility for fixing it.

  

  Business Response

  Date: 02/23/2023

  AAA Parking reviewed a claim for ************************ side mirror.  Upon completion, our claims department did issue payment based on the quote prepared by a local damage appraisal company.  Payment was issued upon receipt for the side mirror damage repair operations and a small dent on the hood. Payment amount was $700.52.  All other requests for repairs were denied, based on our verification with the appraiser and the official inspection report.  The additional damage to the bumper was deemed unrelated prior damage.  In addition, our claims representative contacted the repair facility that ******************** was using.  After a discussion with the service representative, it was determined that the questionable repairs requested was something the vehicle owner ordered independently of AAA Parking Incident.

  With these factors, AAA Parking did its diligence to verify that we did address all damages we are responsible for.  ******************** was officially informed of our findings via verbal conversations and in writing.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19413746
  
  I am rejecting this response because:
  There was never claimed to be damage to a bumper. The mirror replacement quote ALONE was more than the estimate given by AAA appraiser. I have forwarded this estimate to them. That is without any rental car coverage. I have now gone to another repair shop and that quote is also more for just repairing the mirror. The appraisal from AAA does detail that the parking sensor needs repair. They admitted and put that sensor repair in their estimate. This is a matter of AAA using a third party appraisal service of their choosing that is not realistic to what actual repairs will cost. They want to use aftermarket parts to repair my car but won't even tell me where to go to get repairs at the prices they estimated. They won't recommend a repair shop because one doesn't exist that will take their low offer. It is shameful that they would lie and say I claimed damage to the bumper.  They think they can obscure the issue that the estimate they provided won't repair the vehicle for the mirror alone, much less the dent in the hood, the broken parking sensor or the rental car coverage.  The issue is 100% that the appraiser they used for the damage they admitted to doing is insufficient to get the repairs done. They should do the right thing and handle this through their insurance and this would have been handled correctly months ago.  Shameful.  I can provide estimates and any documentation needed. None of them mention a bumper damage.

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

  

  Business Response

  Date: 02/24/2023

  AAA Parking has never avoided addressing a damage claim we are responsible for, nor do we recommend repair facilities.  It is our policy to have our customers select the repair facility of their choice. Our claims department did not receive an official quote from your shop; only an email with prices for the part, paint and labor (shop fees and taxes will be applied.)  That is not an acceptable repair quote used for an insurance claim.  There is a specific format used in writing the repair quote, as the email received was insufficient. 

  We will gladly accept a written quote from a repair facility that provides the standard quote written with an insurance estimating software. Secondly, AAA Parking will provide funds in advance for a rental, based on the repair time required for the mirror replacement.   Please be mindful that you have already received a check in the amount of $700.52. Should you decide to provide the required quote, we will certainly review this matter again with the understanding that we are addressing the damaged mirror only, and the 1 small dent on the hood.  No additional damages will be considered. Our loss report and photos verify that the mirror was damaged only. (The dent is considered to be related simply because fragments from the mirror may had impacted the hood.)

• Initial Complaint

  Date:11/09/2022

  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 valeted my motorcycle at the sonesta hotel on 11/5/22. When I checked out the next morning my motorcycle was gone. I asked the valet if they had towed it they said no. After security viewed the cameras a personal walked up and hot wired the motorcycle infront of valet and took off in it. This valet company first took responsibility and then told me they were not responsible. The hotel and valet have video footage of the incident on their property it all happened in front of the lobby.

  

  Business Response

  Date: 12/02/2022

  ****************** arrived at the property and wanted to park her motorcycle in valet.  She was advised by the valet staff that we do not accept motorcycles; however. if she wanted to park the cycle in a parking space, there is a fee.  She paid the fee and kept possession of her keys.  At some time after the cycle was parked, a male approached the cycle, started it and drove away.

  Our staff was never approached by this person, and believed he was associated with the *******************  When keys are kept by the owner, we have no care and custody, as was explained to the customer upon arrival.  Based on the report of her loss, we strongly suggested that a police report should be filed and with her insurance carrier immediately. AAA Parking denies all liability associated with this loss. 

  Respectfully,

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

  Director of Claims

• Initial Complaint

  Date:07/18/2022

  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.

  Car booted after paying parking fee after 2hours,paid for 10 hrs

  

  Business Response

  Date: 07/20/2022

  Once AAA Parking was informed of the customer's complaint, we immediately contacted our enforcement contractor for more information.  Based on information provided to us, the vehicle was parked with a "temporary tag". which was documented when the vehicle was initially parked.  That tag was registered as paid.  Sometime thereafter, the enforcement contractor checked the lot, and saw a like vehicle, but with a different tag.  That tag was not documented as a paid ******. Since the second tag was not registered, it would alert the contractor that the vehicle was parked illegally or had not paid. 

  The contractor determined that the owner switched out the tags on the vehicle.  The original tag was document as paid; however, the second tag was documented as not paid.  When the vehicle was parked, there was only one tag present on the vehicle.  There was no second tag visible from inside the vehicle to suggest otherwise. 

  The enforcement contractor has the authority to negotiate or resolve issues on site.  Since we have no understanding why the change of tags took place, we feel it is not appropriate to interfere with the contractor's process, based on our business agreement in place.  The contractor's obligation to us, is to monitor parking facilities to avoid all threats and risks.  With these factors, AAA Parking must remain neutral.