Complaints

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

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  SpotHero

  125 S Clark St Chicago, IL 60603-5200

  
• 

  SpotHero

  1500 Locust St Phila, PA 19102-4329

• 

  SpotHero, Inc.

  230 Lee Burbank Hwy Revere, MA 02151-4062

• 

  Parking Panda Corp

  1121 Marshall St Baltimore, MD 21230-4200

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:06/17/2025

  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.

  I purchased the parking ticket theough spot hero and their navigation lead me to a totally different parking lot which accepted their qr code to enter hut then asked me to pay for parking full price upon leaving. The parking lot attendant was aware that thats what theyve been doing to many more people. I reached out to spot hero and they only gave me half money worths credit BECAUSE it was the other parking lot while they clearly directed me to the wrong one.

  

  Business Response

  Date: 07/01/2025

  We are so sorry to hear about the trouble that you experienced with your SpotHero reservation! We were able to locate your reservation in our system and see that our Customer Heroes have followed up with a resolution to this matter. If you need further assistance, you can contact them directly at ************* or ***********************************

• Initial Complaint

  Date:06/12/2025

  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.

  My daughter's car was towed while being parked inside of a valid SpotHero reservation window. SpotHero was immediately notified and I followed their reimbursement process as instructed. After months of correspondences, bouncing around from one person to another, I was finally told that I wouldn't be reimbursed. They claim that my daughter was parked prior to her reservation, which is a very blatant falsehood. With video and verbal evidence to support my claim, they still refuse the reimburse. I'm very disheartened by the whole ordeal and highly suggest folks seek parking accommodations from other vendors.

  

  Business Response

  Date: 06/24/2025

  We are so sorry for the trouble that your daughter experienced and any delay in resolving this matter. We were able to locate the reservation details in our system, and see that a supervisor has followed up with additional details. If you have any questions or additional comments, or if you need further assistance with this matter, feel free to reach back out to our Customer Hero team at *************.

• Initial Complaint

  Date:06/09/2025

  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 reserved a parking spot through SpotHero in *******. Despite having both of my vehicles saved in the app's database, the system did not clearly prompt me to select the correct license plate at the time of reservation. As a result, my car was towed, costing me over [insert amount] in fees.The license plate mismatch was due to a lack of clear UI prompts and poor integration of user data. I had trusted that **********************, a company whose primary service is coordinating parking logistics, would use the license plate data I had already uploaded to prevent exactly this type of situation. Instead, they shifted blame onto me for not manually confirming a setting buried in the parking pass instructions, rather than taking responsibility for poor interface design.SpotHero refused to reimburse the towing fee, only refunding the cost of the reservation and providing app credit I no longer wish to use. Their unwillingness to take responsibility for a failure of platform designcombined with dismissive customer supportdemonstrates a troubling lack of ***************** filing this complaint to document this incident and to warn other users that SpotHero may not stand behind their product when something goes wrong. I am seeking full reimbursement for the towing charge of $250, as it was incurred due to SpotHeros design flaw and lack of adequate prompt or safeguard in the reservation process.

  

  Business Response

  Date: 06/24/2025

  We are very sorry for the trouble that you experienced with your SpotHero reservation. The last thing we ever want is for one of our Customers to be towed. We were able to locate your reservation in our system based on details provided here, and do see that a supervisor has followed up with you directly with a resolution to this matter. If you need further assistance or have any questions or additional feedback, don't hesitate to reach out to ********************************** or *************.

• Initial Complaint

  Date:06/08/2025

  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.

  I made a parking reservation with SpotHero to park at **************** in ******* on 5/25/25 from 5 to 11 PM on 5/25/25. The reservation cost $20 and was paid in advance (email confirmation is attached). I provided my license plate and was instructed to drive in - the garage has no gate and has license plate recognition. My reservation was from 5 PM to 11 PM. I drove in at 6:32 PM and immediately after driving in I received a welcome text message to the garage. I drove out at 11:57 PM and received another text message indicating that I drove out. I spent at least 15 minutes waiting in the parking lot to leave the garage because of backed up traffic. My two issues are: 1- The garage charged me $52.50 for 57 minutes of parking (for which at least 15 were waiting to get out). This is abusive. My reservation cost $20 for 6 hours, at prime time. How can they charge me $52.50 for 57 minutes?2- How did they have my credit card number? I only provided it to SpotHero. The entrance and exit at this garage are based on reading of the license plate. I didn't share a credit card with them, which meant that SpotHero did. This makes me extremely worried about future transactions because SpotHero is not keeping my credit card information secure. I understand being charged for the extra time, but not the amount charged! My issues are with the exorbitant amount and the lack of privacy with my data. I only entered into a business transaction with SpotHero and they shared my information, without my consent, with another company. I have tried multiple times to solve this with SpotHero and their answer is that I parked in the wrong garage, which is clearly not the case. The receipt I got on the text message from the garage (attached) lists the name and address for the garage, which are exactly the same as in the SpotHero reservation.

  

  Business Response

  Date: 06/17/2025

  We are very sorry for any trouble or confusion you experienced redeeming your reservation! We took a look in our system and see that a member of our Customer Hero team has followed up with you directly to help clarify and resolve this matter. If you need further assistance with this matter or have any questions, feel free to reach back out to them directly at *************.

  Customer Answer

  Date: 06/18/2025

   
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/08/2025

  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 have been a client of spot hero for multiple years, spending over $7000. Recently, their app has errored and their delayed customer service (admitted to in email) has caused me to recieve 3 tickets. I have requested spot hero review 1) their app 2) error messages on their app when trying to update my license 3) my valid payment for years 4) their customer service responding to my email 1 week later, resulting in additional tickets. Their response, was that these are valid tickets. Obviously yes they are, but do to their negligence on customer service and responding to my direct requests I have received 2 additional tickets after the 1st was received (and immediately requested support!). How does this make sense. They are now sending me to collections over $130 CAD worth of parking tickets despite being an active app user and spending thousands. I have evidence they did not respond to MY customer service inquiring and continued to ticket me. Then applogolied for not getting back to me and kept ticketing me? Backwards business.

  

  Business Response

  Date: 06/17/2025

  We are very sorry that you received tickets with your SpotHero reservations! We were able to locate your account in our system based on the details you provided, and see that a supervisor has reached out to you to assist you further with this matter. If you have any questions you can contact our Customer Hero team directly at *************; while SpotHero does respond to complaints submitted to the Better Business Bureau, we are not able to provide full support on this platform.

• Initial Complaint

  Date:06/07/2025

  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.

  So I bought a spot with Spothero at *********************************. my rental id is *********. The seller is attempting to rent out 2 spots at the end of an alley. It is not safe to fit two cars in here. If two cars were here, one car would block the exit of the other. I called Spothero customer service and they could not transfer me to a different spot. All they could do is make a note of it. Frankly I think these spaces are a car accident waiting to happen.

  

  Business Response

  Date: 06/17/2025

  Thank you for your feedback. We do apologize for any inconvenience this may have caused, but are glad that it appears you were able to park successfully. SpotHero does have relationships with all of the spot owners and operators, and will be sure to follow up with our on-site partners to ensure that everyone is able to park successfully. If you have any questions, additional comments, or need further assistance, feel free to reach back out to our Customer Hero team directly at ************* or ***********************************

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23437883
  
  I am rejecting this response because: Although I could park successfully this was only because there was no other car. Had there been another car, it would have led to an accident or my car being boxed in.  
  

  
  

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

• Initial Complaint

  Date:05/16/2025

  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 booked a parking reservation. The parking space is not available. I cannot reach a representative to talk on phone when I have been waiting for 10 minutes on hold as of this complaint.

  

  Business Response

  Date: 05/23/2025

  We're very sorry you weren't able to park in your reserved spot! We took a look in our system and see that this matter has been resolved. We're so glad! If you have any questions or need any further assistance, don't hesitate to reach back out to us directly at ************* or ***********************************

• Initial Complaint

  Date:05/16/2025

  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.

  I paid Spothero to park my car at ************************* owned my Metropolis. Spothero never paid my parking to Metropolis and instead, I owe money to get out of the Metropolis garage. I want my refund from Spothero, or pay what I owe to park at **********. I essentially paid twice for parking

  

  Business Response

  Date: 05/23/2025

  We're very sorry to hear about the trouble you experienced! You should not have to pay twice with a valid SpotHero reservation. We were able to locate your reservation in our system and see that you have disputed this charge with your financial institution. So you are aware moving forward, any time a charge dispute is filed, the funds are locked by the financial institution while the investigation is carried out. As such we are unable to process a refund until the dispute is lifted, we're very sorry if that wasn't clear. If the dispute has been lifted, please feel free to reach out to us directly with a letter from your financial institution stating the dispute has been withdrawn, we will take a look to see what we can do. If you have any questions, don't hesitate to give our Customer Heroes a call at ************* or reach out to *********************************** while we do respond to complaints submitted to the Better Business Bureau, SpotHero is not able to provide full support via this platform.

  Customer Answer

  Date: 06/03/2025

  Complaint: 23338049
  
  I am rejecting this response because: Please see the attached letter. The investigation was lifted a month ago, and I talked to the ******** representative, and they said the amount in dispute has already been lifted. There is no reason why Spot Hero won't give me the money back.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/10/2025

  We are very sorry again for any inconvenience this may have caused. We took a look in our payment processing system and see that the payment is still listed as being in dispute. When we looked into this further we received a message that evidence is being reviewed by the cardholders bank, and our card processing system expects a response by June 14, 2025 with their decision. We will follow up with them at that time. In the meantime, if you have questions or need further assistance with this matter, please contact our Customer Hero team directly at ************* or *********************************** while SpotHero does respond to complaints submitted to the Better Business Bureau, we are not able to provide full support via this platform.

• Initial Complaint

  Date:05/14/2025

  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.

  I purchased parking with spot hero in April 7th from 5:30om to April 8th 12:30am, I have since received a parking ticket from the parking garage stating I was there April 7th from and did not paying for parking. I contacted Spothero with the parking ticket and a copy of my reservation with them to show them that I paid for parking and should not be receiving a ticket. Spothero is claiming that I didnt not have a reservation with them on April 7th but instead had a reservation with them on April 4th which is not true. They are also saying the parking ticket is valid because the license plate number I provided them for the reservation (*****) is not correct as the parking ticket shows the license plate number should be *******. I have called them several times to provide the reservation ID for April 7th and to give them information provided by the *** that the ** after my license plate number stands for disability and is not apart of the official license plate number. I have provided all of this information and spot hero is still adamant I never had a reservation with them on April 7th and that my license plate number is wrong.

  

  Business Response

  Date: 05/23/2025

  We're very sorry for the trouble and inconvenience you experienced, and for any confusion resolving this matter! We took a look in our system and see that a supervisor is currently reviewing this matter and working on a resolution. They will follow up with you directly as soon as possible.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23329088
  
  I am rejecting this response because: I will be keeping this open until there is a resolution. Spothero has tried to close the case several times and its almost been a month since I originally reached out to Spothero for help.
  
  Sincerely,
  
  Navatnie Etchin

  

  Business Response

  Date: 06/03/2025

  We apologize again for the trouble you experienced with this reservation. We see in our system that a supervisor emailed you for further assistance on May 24. If you still need a resolution to this matter, please reply directly to their message; while SpotHero responds to complaints submitted to the Better Business Bureau, we are not able to provide full support via this platform. Our Customer Hero team can also be reached at *************.

• Initial Complaint

  Date:05/12/2025

  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.

  While buying concert tickets, I looked for parking spots. SpotHero was an option, the location charged me $224 for with frees after $171 for the parking spot. The SAME location is $40 when you arrive, or at the most $80. That is completely incredulous. That is a ridiculous mark up. They were sold through **********.

  

  Business Response

  Date: 05/20/2025

  We're very sorry for any confusion you experienced. So you are aware, at this time SpotHero does not sell any parking on vividseats. It appears the reservation that you purchased on vividseats was purchased by another SpotHero customer, then resold on vividseats at a considerable markup: reservations purchased directly through SpotHero for the event in question were sold for $47.19 each. Reselling is against SpotHero's terms and conditions and our team takes it very seriously. We are currently conducting an investigation to ensure this does not continue. If you need further assistance with this matter, we would recommend reaching out to vividseats directly, as SpotHero is not able to issue reimbursement of funds that we did not receive. Thank you very much for bringing this to our attention. If you do have any questions about SpotHero, feel free to refer to our FAQ page at the link below, or contact us directly at ************* or ************************************************************.

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

   

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23316878
  
  I am rejecting this response because: It clearly states that it is SpotHero. If you don't allow the resale, then you need to police that, not me. 

  It was a direct link to SpotHero, requesting a full refund. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 05/23/2025

  Were sorry again for any trouble or confusion you experienced. SpotHero is a third-party marketplace and does not own or manage any parking facilities directly. As previously stated, SpotHero does not currently sell parking via **********. If you purchased a spot listed on ********** for more than the amount quoted to you previously, it is because another SpotHero user has bought a spot listed on the ********************** app or website, and resold it on the VividSeats website at a markup, keeping the difference for themselves. SpotHero cannot issue reimbursement for the price difference, as we did not receive your funds and do not have any of your payment information on file. We apologize for the inconvenience. SpotHero is currently investigating this matter to ensure the reselling of SpotHero reservations does not continue, as it is against our Terms and Conditions.

  If you still need assistance with this matter, please contact VividSeats, as they are the ones who handled this transaction for you. If you have questions about SpotHero, visit our website or contact our Customer Hero team directly at ************* or ************************************************************, as SpotHero is not able to provide support via the Better Business Bureau platform.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23316878
  
  I am rejecting this response because: VIVID SEATS did not accept responsibility. It simply is fraud, you either require no increase in tickets, or dont allow resale.  I paid over 6 times more than the cost was worth. 

  No, I do not accept the resolution, I am looking for full refund. 
  
  Sincerely,
  
  *** *******