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

  
• 

  Parking Panda Corp

  1121 Marshall St Baltimore, MD 21230-4200

• 

  SpotHero

  1500 Locust St Phila, PA 19102-4329

• 

  SpotHero, Inc.

  230 Lee Burbank Hwy Revere, MA 02151-4062

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:05/10/2025

  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 paid $21.45 online in order to park. After leaving the parking I was forced to pay again another $24. I called spot hero to let them know, they told me too late to deal with this because I used the parking. I asked to speak with supervisor, after being on hold for long time, I was told supervisor is not available and they will call me back. Its almost a month later no call back.

  

  Business Response

  Date: 05/20/2025

  We're so sorry for the trouble you experienced and for any delay getting back to you! We took a look in our system and see that due to a technical error on our end, this matter was incorrectly marked as having been resolved. We apologize for the issue, and our tech team is investigating to ensure this does not continue. Regardless, a supervisor is reviewing this matter and will follow up with you directly as soon as possible. If you have any questions in the meantime, don't hesitate to reach back out to them at ************* or ***********************************

  Customer Answer

  Date: 05/20/2025

   
  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:05/04/2025

  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 was trying to park in **********, **. I uploaded the Spot Hero App on my phone and pre-paid for a parking space. It told me what parking garage to go to and show them the app as prove of payment. I went to the garage and they said they are booked. I tried to show them my phone App and they said the take it up with Spot Hero. I immediately tried to call Spot Hero and they left me on hold and never picked up and when I went back to the App, it said NO REFUNDS. I tried emailing them and get auto response that says, did I see their email, which they never sent. When I responded No, what did you send, I get a week later the same email saying the same thing. They did that three times. They never pick up their phones and they charged my credit card. I have now disputed with my credit card company and waiting on that. I want you all to know that they are not a trust worthy company and I was not the only people they took money from that day/April 19, 2025 and don't think this was the first time they took money from people and never gave them the service.

  

  Business Response

  Date: 05/13/2025

  Were very sorry that you werent able to park in your reserved spot and that you did not receive a response! We took a look in our system and do see that several messages were sent to the email address provided above, we are incredibly sorry if you did not receive them. We will have our tech team look into this further and would recommend you  double-check your spam filters. 

  Regardless, we see you have submitted a dispute with your credit card company to get this resolved. So you are aware, when a dispute is submitted the funds are locked by the financial institution while the investigation is carried out. As such, SpotHero is unable to process a refund at this time until the matter is concluded. We apologize for any inconvenience that may cause. If you have any questions or need further assistance with this matter, feel free to reach out to our Customer Hero team directly at *************.

• Initial Complaint

  Date:04/25/2025

  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.

  On April 25, 2024 I made a reservation through SpotHero for a parking lot in *******. I registered a friend's license plate and the license plate did not save in the parking reservation. I paid for my reservation through SpotHero but because the license plate number did not save properly in the app, the car was ticketed for $107. All other vehicle characteristics were included in the reservation - make, model, and half of the license plate number. This is an issue with the app because the vehicle was saved under my saved vehicles with the proper license plate number, but the reservation did not update. I made this change before the start time for the reservation.Reading SpotHero reviews it appears this issue is common, SpotHero needs to ensure that their license plate numbers are saved and sent to parking lot operators correctly.I have attempted to dispute the ticket with SpotHero and they have said that they cannot help me because it is a valid parking ticket. I disagree because SpotHero is at fault because they did not properly send the vehicle plate number to the lot operator.

  

  Business Response

  Date: 05/06/2025

  We're sorry for any confusion. For security reasons, vehicle information must be updated on the SpotHero reservation itself. Adding vehicle information to your SpotHero account will save it for future use, but will not effect the information saved to a reservation. We apologize if that was not clear. If you have any additional questions, please reach back out to us directly at ************* or ************************************************************.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23251162
  
  I am rejecting this response because the vehicle license plate was updated on my reservation and only saved to my saved vehicles and not the actual reservation. I still maintain my position that this is an app issue. As I'd previously mentioned there are many other complaints from people experiencing similar license plate issues in the app. I am extremely disappointed that SpotHero will not admit fault and instead is making a loyal customer pay for a $107 parking ticket received due to an app issue.  
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/13/2025

  We're sorry again for the trouble. We have asked a supervisor to review this matter and follow up with you via the email address on file for that reservation. If you have any questions in the meantime please reach out to our Customer Hero team directly at ************* or *********************************** while we do respond to complaints submitted via the Better Business Bureau, SpotHero is not able to provide full support via this platform.

• Initial Complaint

  Date:04/24/2025

  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 just spent the most frustrating 15 minutes trying to get help with a reservation issue. I have been using Spot Hero for a few years now and short of a previous issue where a garage closed before my reservation time making an extended episode out of a very cold evening, I have been pleased, and in that situation, Spot Hero refunded my money after investigating. I was trying to book parking near **************, I have used Spot Hero multiple times for this location. In this matter, I am leaving on a Tuesday morning, and returning Wednesday night. This is just over a day, but under two calendar days, however the app is charging me for 3 days. This hasn't happened in previous trips, so I am not understanding the issue. When I called Spot Hero for support, I got someone with a limited command of the English language which tells me they are too frugal to have domestic support, because no one would have hired someone who clearly struggles with English for customer service issues domestically. I asked this person no less than 5 times to connect me with a supervisor when in was clear her comprehension and English were not strong enough to support me, and when I made clear I was asking for the last time, she advised that she had no ability to connect me with anyone else and suggested I contact the facility I'm trying to park with directly, which negates the use of Spot Hero!Spot Hero needs to do better, parking should be a simple, upfront task and if it's not, I need someone who can speak simple English to explain why it is not.

  

  Business Response

  Date: 05/06/2025

  We're sorry for any confusion you experienced booking a spot with SpotHero. In addition to the daily price of airport facilities seen on SpotHero, there are additional taxes and fees for airport parking, which are applied at checkout. We apologize if that was not clear. A full pricing breakdown can be found by selecting total before booking on the website, as well as before purchase on the checkout page in the app and on the website. If you have any additional questions, feel free to reach back out to ************************************************************ or *************.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23247922
  
  I am rejecting this response because:After providing me with the worst possible experience, Spot Hero basically gave me their phone number to call them back. Please explain to me how that is helpful?I am 100% dissatisfied with every element of this interaction.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/13/2025

  We're sorry again for any confusion. As previously stated a full pricing breakdown of airport rates, as well as any additional taxes and fees is available by selecting total before booking on the website, as well as on the checkout screen before purchase on both the website and the app.

  If you do have questions about specific location pricing, please contact us directly;  SpotHero is not able to provide further assistance with this matter via this platform, and the Better Business Bureau does not engage directly with customer complaints.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23247922
  
  I am rejecting this response because: Not only is this Bait & Switch, SpotHero is taking zero responsibility. The whole point of this process to encourage Better Business and it's clear SpotHero isn't interested.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/15/2025

  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.

  On April 3, 2025, I purchased a pre-paid parking pass for $53.36 The directions from the Spothero website sent us to the incorrect parking garage.The parking garage could never be located using ****** or other mapping *********** a result we had to purchase parking at another location that day, because our parking pass would not work.

  

  Business Response

  Date: 04/29/2025

  We're sorry for the trouble that you experienced redeeming your reservation. We took a look in our system and see that you disputed the 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 ********************************** with a letter from your financial institution stating the dispute has been withdrawn, we will process a refund as soon as possible. 

• Initial Complaint

  Date:04/14/2025

  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.

  On April 5, 2025 I paid $39.40 for a garage space through Spot Hero at the *************** garage in ********, **. I arrived at the facility at the intended time and the attendant parked my car. Upon exiting the garage the attendant did not honor the Spot Hero payment code, saying the reservation was not accepted. He charged me $42 for parking, which I paid separately by credit card. I contacted Spot Hero by phone that evening and they instructed me to submit a receipt for a refund. I submitted the receipt but received no response. I contacted them again and submitted a receipt a second time, and received a response that they would not be issuing a refund because I parked at the wrong garage. That is impossible, there is only one garage at that address and the name of the garage on the receipt matches exactly the one on the Spot Hero reservation.

  

  Business Response

  Date: 04/29/2025

  We're very sorry you weren't able to redeem your SpotHero reservation. We took a look in our system and see that one of our Customer Heroes has followed up with you directly to resolve this matter. We're so glad! If you need further assistance, don't hesitate to reach back out to them at ************* or ***********************************

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23203377
  
  I am rejecting this response because: Though a customer service agent did send me an email to follow up, I have not yet received a refund for the expense.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/06/2025

  We're sorry again for any confusion. We took a look in our system and see that a check has been issued to the address you provided our Customer Hero team. Checks can take up to six weeks to be received depending on processing and postage times. If you have not received your check by May 31, please reach back out to our Customer Hero team at ************* or *********************************** as SpotHero is not able to provide full support via the Better Business Bureau.

• Initial Complaint

  Date:04/13/2025

  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.

  On Tuesday, 3/4/2025, I used www.spothero,com and paid $25 to purchase all day parking at a parking lot in downtown ************. My reservation confirmation shows I paid $25 to park at ************************************************************ on Thursday 3/6/20025 between 10:00 a.m. and 11:00 p.m. The confirmation shows my license plate number and reads You may park anywhere that doesnt say Reserved. The instructions further read Simply leave when youre ready to go. The lot is owned by *******************************) and managed by *************************). The lot is monitored by ********************************* (****)****** Near the end of March, I received a letter from **** stating I had not paid to park and that I owed them $92.Their letter said I could dispute the bill by providing a copy of the payment receipt of payment. I submitted a copy of the reservation confirmation from ****************************** using the online link that the **** letter provided. On Monday, 3/31/2025, I received an email from **** that states Based on the provided information, you did pay to use the facility, however, you didnt pay for the full amount of time you were on the facility. SpotHero listed and charged a price of $25. The street sign at the facility advertised a price of $25.The letter from **** further reads We do appreciate your efforts to resolve this notice; therefore, we are offering a revised amount of $72.00 if paid within 10 days of this letter. I paid the $72 using my credit card, hoping to seek reimbursement later. I paid the advertised price of $25, the price both negotiated and charged by ****************************** and the price advertised on the sign at the entrance parking lot the day I parked. Someone **** me $72, either the owners (**************************), its managers (Indianapolis Parking) or their agents ****************************** or ********************************** I seek and insist on prompt repayment of my $72 by one of the responsible parties.

  

  Business Response

  Date: 04/21/2025

  We're very sorry to hear about the trouble that you experienced with your SpotHero reservation. We have passed these details along to our Customer Hero team and asked them to review this matter and follow up with the email address on file for the reservation. In the future if you ever need any kind of assistance with a reservation, please contact them directly at ************* or *********************************** while SpotHero does respond to complaints submitted via the Better Business Bureau, we are not able to provide full support on this platform.

• Initial Complaint

  Date:04/08/2025

  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.

  Business has a payment system that confuses customers into creating multiple accounts. Then they charge multiple accounts per month and refuse to refund the money paid for additional parking spot the customer never wanted. Its a scam.

  

  Business Response

  Date: 04/21/2025

  We're very sorry for any trouble you experienced booking a spot with SpotHero! We took a look in our system and based on the details provided it does appear you were able to get this matter resolved. If you need further assistance, please reach out to our Customer Hero team directly at *************, they would be happy to help resolve any outstanding issues.

• Initial Complaint

  Date:04/06/2025

  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 booked a spot at a parking garage that was supposed to to be .1 miles from my hotel. Then they said it would be $24 for the parking. I booked it and then it said my total was $54 and my parking was over 3 miles from where I was supposed to be parked. To me this looks like a bait and switch and all should be aware of the tactics they use.

  

  Business Response

  Date: 04/15/2025

  We're very sorry you had trouble with your SpotHero reservation! We take any reports of issues very seriously and always investigate to ensure that they do not continue. We took a look in our system and do see that your reservation has been canceled and fully refunded back to the original method of payment. If you have any additional feedback or questions, don't hesitate to reach out to ***********************************

  Customer Answer

  Date: 04/16/2025

   
  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:04/06/2025

  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.

  Booked reservation for 04/04/25 at 9pm - 04/05/25 at 4am Location: ******************************* Rental ID # ******** Vehicle was towed stating no plate # was entered Reservation shows plate # was entered Representative from SpotHero also confirmed on the phone, that the plate # was entered when called to report this issue Paid $20.09 for SpotHero reservation Had to pay $240 to get vehicle released from tow yard Had to pay $9.91 for an **** to get to the tow yard Had to stand out in freezing temperatures in the pouring rain for 40 minutes Friends necessary life-saving medical supplies were in vehicle that I was not allowed access to until I paid the tow yard SpotHero claims they will not reimburse as a plate # didnt match or was not entered SpotHero fails to provide proof of this SpotHero claims because they didnt receive compensation for this tow & because they didnt contact the towing company, they will not reimburse SpotHero does communicate with the lot owners, but not the tow companies meaning SpotHero incorrectly gave information to the lot owner & that is the reason the vehicle was towed.SpotHero fails to recognize the ********************* of the medication my friend was left without due to SpotHeros negligence SpotHero offers credit to account for the inconvenience this caused. Like I would EVER want to use their service again after this.SpotHero claims they cant refund because they received no payment from the tow. SpotHero should compensate for the mistake they made.

  

  Business Response

  Date: 04/15/2025

  We are very sorry for the trouble that you experienced with your SpotHero reservation. The last thing we want is for any of our drivers to be towed. We took a look in our system and see that a supervisor has followed up with additional information as well as a proposed resolution. If you have questions or would like to provide additional details, please reply to their email at your convenience.