Complaints
This profile includes complaints for SpotHero's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 239 total complaints in the last 3 years.
- 81 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2023
Type: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 over $100 for a parking spot near *********** and was denied entry when I arrived. The attendant said they were full and walked away after I told him I had a reservation. He then blocked off the entrance and left. I have reached out to this company multiple time to try and give me my money back and they are just ignoring me. I have never complained about something before but this is just ridiculous. I have resulted to making a claim through my bank and I hope it goes somewhere because I cannot afford this.
Business Response
Date: 06/14/2023
We are so sorry for the trouble that you experienced with your SpotHero reservation! We took a look and we do see that your reservation has been fully refunded back to the original method of payment, we're so glad! If you need any further assistance, don't hesitate to reach out to us directly at ***********************************Initial Complaint
Date:06/02/2023
Type: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.
We pre-booked and PAID $47.48 for a parking space in Manhattan through Spot Hero near our son's graduation. When we arrived, the garage said it was full and spot hero must have over booked. They were nasty about it as if it happened often and it was not there problem. We had to search and find another garage several blocks away causing ** to be late for our son's graduation. Incredibly, Spot Hero still charged ** the $47.48!!!!!!! No apology, nothing - just took our $.Business Response
Date: 06/14/2023
We are so incredibly sorry that you were not able to park in your reserved spot! We took a look in our system and we do see that your reservation has been fully refunded to the original method of payment, we're so glad! If you have any questions or need any further assistance, don't hesitate to reach out to us directly at ***********************************Initial Complaint
Date:05/26/2023
Type: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.
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,
***********************Business Response
Date: 05/31/2023
We're very sorry you weren't able to park in your reserved spot! We took a look in our system and see that you already resolved this matter with the Customer Hero team, we're so glad! If you have any questions or need further assistance, feel free to reach out to us directly at ***********************************Initial Complaint
Date:05/20/2023
Type: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.
SPOT HERO IS A COMPLETE SCAM! I initially booked to park at the University of ******** Parking Deck, managed by TownePlace and paid $21.40 using the card ending in **** (i.e. ************ on 05/17/2023 however, later that day I decided to cancel my reservation. Spot Hero had already charged me, and because I cancelled they processed a refund of $21.40 In turn, after thinking about the event and the experience I would miss, I decided to book the reservation in the parking deck using my card ending in **** (i.e. *********** where I was charged $21.40. However, as of today (i.e. 05/202/2023), the card ending in **** (i.e. ************ reflects a pending charge of $21.40! This charge is not valid and is clear indication that SpotHero is attempting to take money they are not owed! I called and reported this issue to SpotHero and in turn, they sent a follow up email requesting that I provide a screenshot of the incorrect charge; which I did. In turn, an agent responded and advised that "it appears you have been refunded". I WANT MY MONEY BACK! If this issue is not resolved, I will be reporting SpotHero to (CFPB) Consumer ************************** because they should not even have access to my debit card to be able to charge it for a reservation that I have already paid for. On top of that, none of their agents can explain why the charge was initiated in the first place, which seems like a complete scam!Business Response
Date: 05/24/2023
We do apologize for any trouble and confusion. Based on the details that you provided we see you already reached out to us directly and a supervisor followed up with you to further explain. We're so glad! So you are aware moving forward, SpotHero does send funds back immediately at the time a refund is submitted, however due to bank and card processing times it can take up to 5-7 business days for a refund to post, it depends on your financial institution and the amount of time that it takes for them to process a refund. According to our records, this charge was fully refunded as a reversal the same day the reservation was booked, May 17, at 2:25 pm EDT via the app. If you still see the charge after 7 business days, you will need to reach out to the bank associated with that card as the funds have been fully released by SpotHero. If you have any questions don't hesitate to reach out to SpotHero directly at **********************************.Initial Complaint
Date:05/04/2023
Type: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.
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,
*******************Business Response
Date: 05/10/2023
We are very sorry for the trouble and confusion that you experienced with your reservation, and that this matter was not initially resolved to your satisfaction! We took a look and see that a member of our Customer Hero team has already followed up with a resolution, we're so glad! If you need any further assistance or have any feedback, feel free to reach out to us directly at ***********************************Initial Complaint
Date:04/27/2023
Type: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.
April 27th 2023 $60 SpotHero did not provide the parking space that I paid for the customer service representative was not helpful did not reissue a QR code that worked at the location they had 2 addresses for one garage location had me driving in circles the customer service agent hung up on me and cancelled my reservation causing me to have to book and pay again for the same issue and causing me to be late to my appointment and no longer needing the parking servicesBusiness Response
Date: 05/03/2023
We are very sorry for the trouble that you experienced! We took a look and see that your reservations have been fully refunded back to the original method of payment, and a courtesy credit was issued by our Customer Hero team for the confusion and inconvenience caused. If you need any further assistance don't hesitate to reach out to ** directly at ***********************************Initial Complaint
Date:04/17/2023
Type: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 traveling to ************ for the *** convention and you spot hero to what I thought was going to be a convenience. They provided instructions saying an attendant would be at the parking lot and would be able to let me out of the lot. This was not the case I contacted them. It took 3 days to hear back from them. Then they tell me they will not provide me a refund even though they have the wrong information and i was stuck in the garage and until someone else came along 30 minutes after my spot was supposed to be ended and let me out. This is unacceptable business practice and I am entitled to a refund as the information is wrong and it was incorrectly identified as having an attendant and I was unable to get out me and I was unable to use their "product". They are refusing to give me a refund and only want to give me a $5 credit which is not acceptable.Business Response
Date: 04/20/2023
Thanks for reaching out and we are very sorry for the trouble that you experienced with your reservation. We were able to locate your customer details in our system and have asked a member of our team to follow up with you directly, as we are not able to provide full support via the Better Business Bureau. You can expect to hear from them shortly.Initial Complaint
Date:04/07/2023
Type: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.
Spot hero takes your reservation with payment but their garages do not honor the reservations for the price you pay.Business Response
Date: 04/12/2023
We are so sorry to hear that you weren't able to redeem your reservation! We were able to locate your reservation details in our system, and have asked a member of our Customer Hero team to follow up with you directly via email, you can expect to hear from them shortly.Initial Complaint
Date:03/30/2023
Type: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.
Reserved a parking spot on 3/27/23 using Spot Hero. I was told parking would be $50 plus a service charge($53.50) at *********************************************************** parking lot - Rental ID # ********. I got to the parking lot mentioned at the parking was only $40. I was irritated on the parking lot fee because I was charged! The parking lot attendant told me to call tomorrow to request a refund. I called the next day and the Spot Hero rep told me she could only give me a $5 credit. I want a $10 refund and I don't want Spot Hero another chance to over charge me again. Thanks for any help.Business Response
Date: 04/05/2023
We are very sorry for the trouble and confusion! So you are aware, while we do respond to complaints submitted via the Better Business Bureau, we are not always able to respond right away or provide full support here. We have asked a member of the Customer Hero team to follow up with you directly via email from our system, you can expect to hear from them shortly.
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