Complaints

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

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  E P S

  200 Hannover Park Rd STE 120 Atlanta, GA 30350-1899

• 

  E P S

  241 Peachtree St NE Ste 400 Atlanta, GA 30303-1423

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:05/24/2025

  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.

  I was unfairly booted in a parking lot off of ****************. There were zero signs saying that you couldnt park in the lot or that the lot was only for customers of that area. When I asked for an explanation and if there were any signs about this, the *** said that the only signs about this were in the nearby park far away from where I parked. I paid $75 to remove a boot off my car when I fully parked legally.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair 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.

  We parked at an ******************************* off **************** and was booted when the employee said we left the property. We patronized several business in the shopping center. When I called to inquire about the boot, I asked to speak with a supervisor. The employee said there wasn't one and he saw us leave, not the supervisor. He went on to say the office was located in ******** and not on property. We had to pay to have the boot removed. While waiting, I saw another plain clothes worker boot one other car. My wife walked over to the employee and asked to speak with a supervisor because she saw at least 20 other people leave the property without consequence. He said they can't catch everyone. She told him she felt their policy wasn't consistent, possibly "targeting certain people" and asked to speak with a supervisor again. He then got the plain clothes employee. When she saw the supervisor, she said "it's you! I watched you all standing on the balcony talking together for 20 minutes." She asked her name and she said, "Ally", and that she was working off the clock, helping the other employee. She asked why they were playing games and refusing to allow her to speak with a supervisor? She again said she was of the clock. My question was, "why are you booting a car if you're off the clock? And why weren't we connected with another supervisor to address my complaint?" They said a supervisor doesn't have to talk to us". I feel this is unprofessional, especially if a fined driver has a concern. Please note I have a Maryland disabled driver license plate.

  Business Response

  Date: 06/03/2025

  To whom it may concern, the vehicle owner in question was observed leaving the premises without remaining at any of the on-site businesses. Per the clearly posted signage, leaving the property without continuing to patronize a tenant is a direct violation of the parking rules, which are in place to ensure spaces remain available for active customers.
  Regarding your request to speak with a supervisor: while our enforcement agents are trained to answer questions on-site, our supervisors may not be immediately available. We regret if this caused any confusion. However, it is not required that a supervisor be present at every location, nor can they always be dispatched on demand. Concerns are typically escalated through our office after the event, and we encourage all customers to follow that process for timely resolution. Customer was advised to file a dispute on our website. We would also like to emphasize that enforcement is applied consistently based on observed behavior and not on personal characteristics. While not every violation can be caught in real time, our team acts upon what they directly witness. Customer happened to park directly in front of our technician. Thus, it would be highly unlikely for a person to not be booted if they violate property's parking rules. Lastly, we do recognize and respect all state-issued disabled license plates. However, possession of a disabled plate does not exempt a vehicle from property-specific parking rules, such as leaving the premises. At this time, we find that the immobilization was conducted in accordance with the property's guidelines and our enforcement protocol. 

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23342255
  
  I am rejecting this because: while your response is well written and i understand your comments, the behavior of your two team members was unprofessional. The supervisor was also clearly present but initially refused to speak with me. I feel your company should take additional steps to ensure consistent practices are followed.  While you say this was not based on personal characteristics,  I too observed different actions and we personally watched other people leave the property and come back without consequence. 
  
  Sincerely,
  
  ******* and **** ******

  Business Response

  Date: 06/09/2025

  We understand your concerns about the behavior of the staff on-site, our internal review of this incident confirms that the enforcement was carried out based on documented observations of a violation as defined by the posted parking terms.
  With regard to the conduct of our personnel, we strive to ensure all team members maintain professionalism at all times. We have addressed your feedback with our staff as part of our ongoing training and accountability measures. It is also important to note that a team member assisting while not actively on the clock may still engage in support roles or provide context if directly involved in the observation of a violation.
  While we respect that you may have observed other individuals who were not booted, our enforcement actions are based on direct, verifiable observation. A large number of people observed leaving the lot are tenants at ***** or adjacent area.  Unfortunately, we cannot enforce every instance in real-time, but that does not invalidate the violations we do confirm.
  We remain confident that the immobilization of the vehicle was in compliance with the propertys rules and our policies. At this time, no refund will be issued. However, we sincerely value your feedback and will continue to evaluate our teams practices to ensure clarity and professionalism during enforcement.
  

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and see that my perspective is not going to matter despite what I saw and personally experienced. I'm tired of going back and forth with this company who is choosing to take no responsibility, therefore I'm done.  
  
  
  ******* ******

• Initial Complaint

  Date:05/15/2025

  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 illegally booted on Mother's Day within five minutes of me parking in the covered parking lot at ******************** during the rain because I walked out of the parking garage to go to Whole Foods. The attendant saw me and I approached him while he was booting my vehicle. He continued to boot and would not remove it until I paid $75. I have my receipt from Whole Foods which was for less than this outrageous fee. It is a complete scam. I was told because I left the garage without using the elevator, I was booted. I have attached my receipt from Whole Foods. I was parked in a spot that says Whole Foods parking.

• Initial Complaint

  Date:05/11/2025

  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.

  This company made me pay to remove a boot when I clearly showed them the attached receipt. The vehicle had a dealer temp tag on it, therefore no true license plate number. I put it the the requested field as "DealerBenz" since they didn't require a parking spot number. When I returned, the boot was on the car. When the person came to remove the boot, he could see that I had clearly paid. He even acknowledged that I had paid because he could see it on his tablet. He proceeds to call his "boss" and they tell me they won't remove the boot because I didn't have a tag number. I explained to the guy, it's a dealer temp tag and continued to show the receipt. This is extortion. I demand a refund or we will fight this in arbitration.

  Business Response

  Date: 05/19/2025

  To whom it may concern, per property rules, vehicle owner is supposed to register their tag/ license plate as it appears to avoid immobilization. Anyone who does not follow the proper procedure is at risk of receiving a boot. This particular customer failed to register license plate QKNLM2 and screenshot of the system was taken at the time of immobilization. Photos are attached. Vehicle was in violation. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23316104
  
  I am rejecting this response because:

  Based on their own records provided, it shows "DEALERBENZ" paid.  Based upon the receipt I provided, it shows I paid.  Again, due to the car having a dealer plate, the only numbers visible were only the expiration date of tag. Once the representation showed up,  he verified that I had paid, but stated since some numbers were not added, he couldn't accept it all while looking at the receipt.  The matter at hand is very simple.  Either I paid or I didn't and clearly the provided evidence shows I paid.  I say we move this process forward to mediation/arbitration.  My next step is to the ******************************************************* where you will have to answer for this extortion again.  We will be sure to add all known leadership names from Mr. ******* "Chip" ********, ***** ********, ****** ******* and so forth.  From there, I will file a formal complaint with Georgia Secretary of ************ regarding these practices.  I'd be quite curious as to if the Atlanta City Council approves of such practices. 
  

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

  Business Response

  Date: 05/27/2025

  To whom it may concern, this immobilization occurred due to a license plate registration discrepancy. According to our records, the customer registered a vehicle under the plate "DEALERBENZ", which differs from the plate displayed on the vehicle at the time of immobilization. Our enforcement technicians rely on accurate and complete license plate registration to determine ********************** compliance. The customer has presented a receipt showing payment for parking. However, the transaction was not associated with the immobilized vehicle due to the mismatch in plate information. When our representative arrived on-site, they acknowledged the customer had attempted to pay but explained that the mismatch in the license plate information prevented the system from confirming compliance. Our field policy is to only release a vehicle once accurate registration can be verified, which could not be done at the scene due to the incomplete or mismatched plate entry.
  
  
  Our company has no incentive to withhold resolution or cause inconvenience to customers who are compliant. However, responsibility for correctly entering and verifying license plate information falls on the user, as is clearly stated in both the signage on-site and in the parking app itself. We understand the customer's frustration and regret that this experience led to a negative perception of our services. Nevertheless, the immobilization and associated fee were applied in accordance with city ordinance and our contractual obligations with the property. 

  However, we would like too extend courtesy and refund this particular boot removal fee. The customer is welcome to fill out a dispute form on our website to confirm the name of recipient and address where a refund check can be sent to. 

  Customer Answer

  Date: 06/02/2025

   
  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.  We are awaiting the refund to be sent. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/28/2025

  Type:Sales and Advertising 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.

  Empire Parking Services illegally booted my vehicle and forced me to pay $150 to have the boot removed. I have a valid parking permit to park in the parking lot where I live. The company had me file a dispute but the dispute was resolved saying I was in violation but without any details to what violation I had made. I asked to speak with a manager and they said no. I asked to speak with anyone who can help and they said you cannot speak to a manager.

• Initial Complaint

  Date:04/28/2025

  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.

  ******************* posts the following sign in their parking. It says retail only parking and no overnight parking. Parked for 1 hour from 7:30 pm to 8:30 pm and spent $140 retail . Come back to find boot. Cant track parking company under BBB dropdown.

  Business Response

  Date: 05/14/2025

  To whom it may concern, we cannot locate the vehicle owner in our system. We kindly request a license plate and location of immobilization to address the complaint. 

• Initial Complaint

  Date:04/27/2025

  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 paid for 24 hour parking at my apartment complex, April 26th at 4:07 pm and my permit was valid at the time I was booted. When I came to my car at 12:15pm it was booted. I have proof that my parking was paid for, yet when I called for assistance, I was told I would still have to pay the booting fee. I am requesting a refund, as I already paid for valid parking and was charged an unnecessary booting fee.

  Business Response

  Date: 05/14/2025

  To whom it may concern, vehicle owner registered their license plate with a typo. Thus, their license plate did not show up on our end at the time of the audit. However, the team has decided to issue a courtesy refund. It should reflect on customer's end in about 2-3 days. 

• Initial Complaint

  Date:04/25/2025

  Type:Product 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.

  Sunday April 6th, 2025, I pay for 2 parking tickets for 3 hours in Zone 7246. One of the cars was booted due to the app defaulting to my cars tag. The parking attendant made me aware that this is a common issue and that a refund would be possible. I pay the $75 to get the boot removed because I was told that it can only be disputed online. I made contact with them Monday, April 7th to no correspondence or clarity. Just that my case was closed. On multiple platforms, this business has been reviewed doing this exact same thing to multiple victims. I want my money back asap and the business to be held accountable for its malpractice.

  Business Response

  Date: 05/05/2025

  To whom it may concern, vehicle with license plate ******* was not registered. Unfortunately, we cannot accept payment for parking for another vehicle. Therefore, the dispute is denied, and the boot cannot be refunded. Additionally, customer registered for a wrong zone. 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23248886
  
  I am rejecting this response because:
  That information is incorrect. I paid for two slots in the correct zone. It is quite apparent in the screenshots I have sent. 
  
  Sincerely,
  
  Dequadray White

  Business Response

  Date: 05/14/2025

  Unfortunately, the zone is 7245. Normally, we would have looked passed that, but the license plate is incorrect as well which is a bigger issue when it comes to enforcement at this property. 

• Initial Complaint

  Date:04/25/2025

  Type:Product 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 March 19, 2025, I entered a parking garage (one that I have visited several times) and scanned the ** code for parking. In my haste and running behind for my appointment, I inadvertently did not check the details of my pre-filled information on the website or app. I have two vehicles. The vehicle that was prefilled from my last visit ************** tag # PMI4428) was registered for this day instead of the actual vehicle I was in ****** Accord tag # CRR7643). I was booted. It was only when I tried calling Empire several times and finally getting a customer support person to inquire why my car was immobilized did I realize the mistake I made. The second representative that I spoke to was very rude and dismissive. I finally just decided to pay for the immobilization to be removed as I was running behind for my meeting. The company immediately sent someone out (less than 5 minutes) to remove the boots from my tires. As a point of reference, it took me well over 20 minutes to speak to a live person when I was trying to reach someone for customer support. I filed a complaint with the company via the web, left several messages for management. No response for a long period of time. Never heard back from management. I even filled out an online form through Contact Us and received a candid auto reply that I would be contacted. Did not receive any follow-up. I disputed it through my credit card company and Empire responded back that I was trying to defraud them which is highly offensive. The $75 is a non-issue for me, its about their poor customer service, lacking empathy and remorse, dismissiveness, not able to speak to management or an owner at all, and the fact that they think they can accuse people of something or be non-responsive for customer concerns. I would like a call from the management team or owner and I would like to leave a negative review for this company on BBB so if there is a pattern, their large customers (property management, City of *******

  Business Response

  Date: 05/05/2025

  To whom it may concern, vehicle with license plate ******* was not registered for parking at the property, therefore, immobilized. Unfortunately, we cannot accept a receipt for payment for another vehicle. Therefore, the boot was rightfully placed and cannot be refunded. Our live representatives are available 24/7 however, they will answer the call in order it was received and sometimes we have a high volume of calls. Thus, sometimes it takes time for our representatives to answer. 

  Customer has filled out a dispute form on ***** and received a follow up denial from the team on ***** which is within our projected timeline. The "contact us" option on the website is not meant for disputes, but rather for our clients. It would be unnecessary to follow up on the same complaint after the dispute was already reviewed and denied. 

   

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23248921
  
  I am rejecting this response because I have asked the representative(s) on the 24/7 line which is a repetitive dooloop to vex ones spirit of talking to a live agent (e.g. they want you to give up) and the online request form for someone from management to contact me personally. No one has yet to call me via phone. That is why I have engaged the BBB. I am not concerned about a refund, I would like to speak to a manager or owner of this company. I get it, I made a mistake by selecting my incorrect vehicle tag #. I am less concerned about the what but more concerned on the how - your company should welcome feedback or how to grow as a company. Customer support should be at the cornerstone of any business entity. Unfortunately that does not appear to be a focal point of EPS - only making $ and dodging customers. 

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

• Initial Complaint

  Date:04/19/2025

  Type:Billing 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.

  Empire Parking Services booted my vehicle in their ************************************************** garage on 1/7/25 for alleged non payment, resulting in me having to pay a $75 fee. I had received an e-mail receipt and parking pass that morning confirming my payment for that day. Despite providing all of the documentation to them, Empire Parking Services denied my dispute and request for refund, without giving any reason. Upon researching the matter, I see that this company has received many similar complaints in the past.

  Business Response

  Date: 04/21/2025

  To whom it may concern, vehicle license plate ******* was immobilized on 01/07 for failure to register/ pay. Attached is a screenshot of the system taken at the time of immobilization, and the license plate was not registered. According to customer's screenshot, they completed the registration and input a string of numbers for their license plate number. Thus, we are unsure if the registration belongs to LPN:9GGX595 at all. Failure to register on time or correctly results in violation and possible immobilization/ towing.