Complaints

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:01/25/2025

  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.

  This business is a predatory extortion scheme. They have operators lying in wait for people to go to any place other than the business theyre contracted with to swoop in and extract money from the community. The operators are paid a commission to engage in deceptive practices to increase the amount of cars they boot. I parked in a lot for five minutes next to my girlfriends car for five minutes to walk her to another store before going back to move the cars because I had a feeling something predatory like this was going on. Lo and behold when I turn the corner by some miracle the guy had booted two tires on each car almost like he started working on them as soon as we walked away. The business keeps great records so they can respond to every complaint with great evidence in their defense, that doesnt make their business model and the way they choose to operate any less exploitative. Businesses like this have no place operating legally in any community.

  Business Response

  Date: 02/02/2025

  We understand that it is never a pleasant experience to have been booted or towed after getting caught parking somewhere that they shouldn't be parking. The couple was caught trespassing on property via the security cameras. The customer parked in front of a sign that said "Parking is reserved for current patrons of this business only. Do not park and leave this property or you will be booted." See pictures attached.

   

  The individual parked his and his girlfriends car at the back of the parking lot after reading the parking rules signs. They apparently were trying to avoid paying the $5 valet at the restaurant they were going to next door. The restaurant they visited had a large warning posted at their entrance stating the parking rules and the police officer directing traffic tried to warn them, but they couple ignored him as well. The restaurant they visited down the street had a host that also told them not to park on the parking lot, yet they still chose to eat down the street and leave their cars on the lot. We have responded to their concerns via email and have closed out their file.

   

• Initial Complaint

  Date:10/06/2024

  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 September 28, 2024, I walked to my car in the parking deck of the **** at ************ at approximately 1:50pm. My car had been immobilized by the company, City Wide Parking Services. While irritated, I paid for boot removal promptly at 1:57pm using their online form (email receipt notification screenshot attached). After not hearing back for about 5 minutes, I proceeded to call their number and request a technician. I received a text from the dispatcher stating that a technician had been dispatched at 2:05pm. Unfortunately, I then had to wait over an hour for them to reach me and remove the two boots on my cars tires. I am aware that City of Atlanta code 162-258(h) states that it is unlawful for a vehicle immobilization company to take longer than an hour for a boot to be removed between the hours of 5:01am and 9:59pm. I reached out to their dispute team to let them know about this issue and to request a refund due to them being able to provide my requested service within a reasonable amount of time, and they responded with an explanation that does not excuse the unlawful business practice. I have attached screenshot images showing the time of my email payment receipt, time of the text showing they dispatched the technician, the time stamped photo of my car still having boots on its tires, and their email response.

  Business Response

  Date: 10/06/2024

  We understand that it is never a pleasant experience to have been booted. The customer was understandably frustrated about their vehicle being booted and due to this they had questions that they asked our staff member upon their arrival to remove the boots. The individuals car was immobilized due to parking in a reserved section specifically designed for visitors of the community. Signs are posted on the walls stating the parking policy clearly that, " Parking is for guests and vendors only. Residents are prohibited in the visitor section located before the gate."

   

  To be clear in answering the concern at hand, our staff absolutely arrived on the property under the 60 minute time frame that we endorse. We even called the customer at the 50 minute time frame to let them know we were pulling up at that moment. We have reviewed all of the body camera videos, pictures and call logs relating to this account and they all show that we were 100% in compliance with the city ordinance relating to the 60 minute arrival time.

   

  Here is the exact time frame of events:

  2:05pm- Customer calls us to request boots to be removed from their vehicle.

  2:56pm-  The technician called and spoke to Ben Quattlebaum (customer) for 1 min and 3 seconds to inform them that they were pulling up to property at that moment.

  3pm- The technician pulled into the property.

  3:02pm- Technician locates the customers car and begins speaking to them about why they were booted. The customer accepts the reasoning. The customer tells us that he already paid online, so our technicians confirms the details and then fills out a receipt for Ben Quattlebaum. During this time the customer also asks us how he can file a formal dispute. Our technician explains the process and goes to hand him a receipt showing the details of how to file a formal dispute.

  3:05pm- Our technician is ready to remove the boots.

  3:06pm- Ben Quattlebaum asks our technician to hold on for a moment as they take a picture of their vehicle with boots still on it, before accepting the receipt and allowing us to remove the boots.

  3:07pm- Our technician begins to work on removing the boots from the vehicle. 

   

  Ben Quattlebaum has confirmed, in writing via email, that we arrived on the property before the 60 minute time frame. It is clear that he is issuing this complaint about the additional 2 minutes that it took our technician to physically remove the boots from his vehicle, even though the short delay was caused by his conversation with our staff member. The time taken while in conversation with a customer, answering customer service related questions and handing a receipt to a customer do not qualify them for a refund, unfortunately.

   

  Mr. Ben Quattlebaum, we sincerely wish you all the best and hope that you have a blessed day. We have emailed you, prior to this post, with screenshots and the exact detailed events of that evening. You are certainly welcome to continue our conversation via email so that we can speak directly to you vs replying on a public forum about the events of that evening. 

  
  
  
  Dispute Resolutions Team
  Citywide Parking Services LLC
  https://cwp.services 
  Office. 404-664-8543
  

  
  

  Customer Answer

  Date: 10/06/2024

   
  
  Complaint: 22387868
  
  
  
  I am rejecting this response because:

  City Wide Parking is reporting non-factual information. The phone call at 2:56 pm was their technician calling to apologize for the delay and stating that he would be approximately 10 more minutes. He had not arrived on site. Also, the timeline of events is incorrect. The technician did not arrive until after my photo, and they changed the time on the receipt form after I signed, which does not matter anyways, as the time shown on the receipt is 3:06pm, which is greater than one hour after the dispatch, which I received a text for at 2:05pm per previously uploaded photos. I can request video footage from the apartment complex, as there was a camera facing the car that had been immobilized. The technician did not arrive until several minutes after my photo.

  
  Sincerely,
  
  
  
  Benjamin Quattlebaum

  Business Response

  Date: 10/14/2024

  We sincerely express our deepest apologies that we could not arrive as quickly as anticipated. We strove to arrive in under 45 minutes or less however it did take a few extra minutes for our arrival. We understand your frustration and disappointment in our arrival time not being quicker. 

   

  We agree with you that this does necessitate an apology on behalf of our customer service team. While, we unfortunately cannot provide a full refund, we do want to say that we apologize for the additional wait time. We strive to arrive within 30-45 minutes after a dispatch call comes in. However, we accept that we were delayed by circumstances beyond our control, caused by an extraordinarily heavy traffic delay leading to your location.

   

  We sincerely wish you all the best and hope that you have blessed week. You are welcome to contact us via email with any additional questions or concerns. 

   

  -Citywide Parking Services 

  Website: www.Citywideparking.com

  Phone: 404-664-8543 

   

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22387868
  
  
  
  I am rejecting this response because: 

  CityWide Parking is in direct violation of a law that is enforced by the City of Atlanta. I understand what the company "strives" to do, but they were unable to do so. When a company is unable to provide the service they promise and are required to do by law, they do not get paid their fee. That is how businesses work. 

  They also have provided untruthful information through their false reporting on the conversation between me and their technician at 2:56pm that day, and they claim that I put in writing that they arrived within an hour, which I did not. They also have lied when they stated that I held the technician up to take a photo, despite him not arriving until minutes later. These seedy business tactics by them have left a foul taste, and I am not okay with them keeping my money as they are clearly willing to do anything to wrong the people they impact. 

  At this point, an apology is not satisfactory. Since I have proof they have violated a city law, I am willing to take this matter to small claims court if needed. The apartment complex records the space my vehicle was immobilized in, and the video will show their technician arriving minutes after the photo of my vehicle still having a boot on it was taken. 

  
  Sincerely,
  
  
  
  Benjamin Quattlebaum

• Initial Complaint

  Date:12/12/2023

  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.

  Sometime in November this company came onto private property and placed a boot on my car. As i am also a resident. The manager ***** is super unprofessional, rude and has been harassing my over the months by booting me. ***** gave me a discount of $40 and told me ONCE i pay it they will take boot off. I pay the $40 a few days later when I was able to afford it and then ***** started to harass me even more by returning my payment that already went thru. I sent payment back then he says it $375 then he continues to text me when I told him to stop. He has something against me and I dont know what Im hoping you all can assist because if not i will have to **** After looking he has threatened to tow my car he has placed another boot on my car I have called the police and everything this needs to stop i gorgot to mention my decal sticker fell off the windshield onto my seat you can clearly see from window. I am a tentant for over 4 years i know the rules.

  Business Response

  Date: 01/12/2024

  The end result of this dispute is that we waived the fine for the individual.

  
  

  
  

  Why was he booted? No permit

  
  

  What actually happened?

  
  

  The individual in question had his ***** Corvette immobilized with a wheel lock (also know as being booted) due to parking his car in a reserved section behind the gates in a gated community. He contacted us on 11/18/23 at approximately 1pm for boot removal. At 1:10pm we texted him stating that we were in route to his car at that very moment (screenshots of our messages will be included with this statement). He admitted to us that he had failed to have a permit in his front windshield and left it in his glove compartment. 

  
  

  We told him that permits were required to be visible at all times. The customer decided to yell, scream and argue about how our staff should have " memorized his car. And should have recognized it upon seeing it". 

  
  

  Upon arrival to the community to assist him with boot removal, there was still no permit on the window, dashboard, on any seats or anywhere visible inside the car. Several new pictures were taken immedidiatly upon arrival showing as additional proof that he still didn't have a permit on the car even after he called us for boot removal. Upon arrival, the individual refused to meet us at the car and also refused to pay for the boot removal. 

  
  

  Afterwards a manager called him to discuss the situation and try to elevate any concerns and answer questions. The normal cost for boot removal is $75 per day according to the ************ Ordinance for Vehicle Immobilization. We let the gentleman know that we would be able to offer a discounted rate of $40 for the day if he could provide proof that the car was owned by a resident. Our corporate office had pre-emptively sent him the discounted $40 link after getting off the phone with him, hoping he would cooperate so that we could remove the boots immediately. 

  
  

  He declined our offer and refused to provide any proof that the car was a residents vehicle. He then threatened to remove them himself, because "He wasn't going to pay us anything". He then threatened "to *** us if we made him late to going to a post office." We offered to have somebody come back to his property in 15 minutes to remove the boots, but he insisted that he was " just going to take his mercades instead" that day.

  
  

  We politely followed up with him by sending a customer service text message, reminding him that we were still willing to offer the discounted rate and were ready to send somebody out immediately to remove the boots for him. The $40 discount was only approved if he were to pay that same day. 

  
  

  11 days later- on 11/29/23 at 7:05pm we received a text message from him with a screenshot showing he had just used the old link with the $40 discount from 11/18/23, to make a payment. We responded back stating that it had been over 24 hours and that the daily rate of $75 per day had been accumulating after that initial 24 hours. Since he still had not provided information showing proof that it was a residents car, we informed him that we had to follow the ************ Ordinance dictated amount dictated by law of $75/ day. However, since it had been 11 days, we offered to drop it down to just a 5 day rate (from $825 to $375, a $450 discount). 

  
  

  We offered him 2 choices at this point:

  1. Pay $375 or 

  2. Provide proof the car belongs to a resident and we will still be willing to offer the $40 warning. 

  
  

  He continued to message us back with aggressive threats and obscene language, despite our professional customer service friendly responses. 

  
  

  
  

  We arrived to remove the boots, told him we don't accept amex and refunded it immediately in front of him. He refused pay with any other form of payment. He then called at 5am the following morning and convinced our new staff member that the boot was supposed to be removed for free. His account still has a balance owed on it, since he has yet to pay for any service.

  
  

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  To whom it may concrn On 10/11/2022 our Audi Q5 was booted at 1:08pm. The vehicle was parked in the "Future Resident" parking space. The vehicle was parked at this location at around 12pm and approximately 1 hour later it was immobilized by CWP Parking services. I am attempting to explain why this booting was unlawful. In accordance with ARTICLE IV. - VEHICLE IMMOBILIZATION SERVICE Sec. *****. - Signs. It shall be unlawful for any person hired by an owner of any private property, or his agent or employee, located within the territorial limits of the city to install or attach to any vehicle a vehicle immobilization device(s), boot(s), or other instrument(s) that is/are designed to, or have the effect of, restricting the normal movement of such vehicle or by any other means whatsoever to restrict the normal movement of such vehicle, unless the owner of the property, or his agent or employee, has complied with all applicable city zoning ordinances regarding the posting of signs and the following requirements. This ordinance has a clear explanation of what the signage requirements are. ARTICLE IV. - VEHICLE IMMOBILIZATION SERVICE Sec. *****. - Signs.(a) Signs shall be located at each designated entrance to a parking lot or parking area where parking prohibitions are to be effective. Where there is no designated entrance, such signs shall be erected so as to be clearly visible from each and every parking space. As it is clear on this definition and the location of this parking spot (Outside of the entrance, at the side of the road), there is no designated entrance for this space, therefore it requires the sign to be posted in accordance with the language of the ordinance at each and every parking space. In conclusion, based on the above explanation and references CWP Parking Services' act of immobilizing my vehicle was unlawful.

  Customer Answer

  Date: 10/13/2022

  SATELITE IMAGE AND MAP

  Business Response

  Date: 10/25/2022

  Thank you for your concern. We received and responded to an earlier email that you sent inquiring about the sign locations. We sent a representative out and saw that signs were properly installed at all 4x entrances and exits to the community. We appreciate you including an arial view of the community so that we could draw on it to show you where the main ordinance signs are located at. Additional warning signs are located throughout the community stating that improperly parked vehicles would also be subject to immobilization. A warning sign was also located next to the space that you parked in that said, "Future Resident Parking". The picture you provided shows this sign next to your booted vehicle.
  
  Please keep in mind, that Citywide Parking Services is simply the company that is outsourced to enforce any posted signage. We did not make or post the Future Resident Only sign that you parked next to and we are not responsible for its size, shape or appearance. We are also not responsible for providing additional verbal or written warnings in order to prevent you from parking in any particular parking space. It is the responsibility of all vehicle drivers to remain aware of posted warning for reserved spaces. In the event that you were unsure if a specific reserved space sign is intended for your use, then we always suggest asking the owner of the parking space for permission. 
  
  We understand that you parked at the furthest possible distance on the community from all of the entrances and exits. That distance between where your car was parked was several hundred feet from the official entrances to the community. This would have made it understandably difficult to view the city ordinance signage. Keep in mind that the ordinance sign that you are referring to is simply meant to disclose what company is authorized to immobilize vehicles on the property. It does not detail the parking rules of the community. Individual signs are used to detail the restrictions for individual spaces or sections. 
  
  Please contact us directly at ************ or reply back to our previous email from last week if you would like us to send another representative out to the community to meet with you personally to tour the community and share with you the exact locations of each sign. We are willing to extend the highest level of customer service to you in order to assist you with your concern and questions. If you have any suggestions that you would like to make regarding adding additional wording, either to the sign or below it, then please contact the property management office so that they can review your suggestion and perhaps get approval from their corporate office. We sincerely wish you all of the best and hope that you have a good day. 
  
  Once again, we are very willing and open to speaking to you personally about your concern. If you are available tomorrow, then we can have a member of our office team meet with you at the community. Please call, email us or reply to us online using our website if you would like to continue to open up the conversation for any additional resolutions.