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:02/23/2023

  Type:Product 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.

  My wife made a parking reservation in ************* in the morning of Thursday, 2/23/2023. Rental ID#*********** arrived at the garage approximately 5 minutes after our scheduled reservation.When we arrived to the garage, it was completely full. We were told by the garage attendant that they frequently have issues with people making reservations through this app when there is no availability. I drove a few blocks to find another garage, not wanting to be late for my son's doctor ************ After we parked at a different ********* called to request a refund.I was offered a choice between credit and refund. I requested a full refund.After this first call, I received an email informing me that I'd receive a credit for a future reservation - not the full refund I requested. I called back later in the afternoon to again request a refund. At first I was told tgat would not be possible as company policy is to only issue refunds for reservations cancelled before their scheduled start time. But that is a logistical impossibility when trying to cancel a reservthat couldn't be honored as the company sold me a prepaid reservation at a full ******** was then told that in order to process a refund I'd need to send an email attestation. After requesting to speak with a manager, I was put on hold ten told that I'd be issued a refund. Several hours have passed and still no email confirming the refund. This is in contrast to the immediate email I got this morning to confirm a credit (despite requesting a refund).This business has all the makings of fraud: it collects money up front as an agent for a product it is unable to deliver and then creates a cumbersome, multi-step process to procure a refund for a fraudulently sold service.In my two conversations with customer service, it felt like both were following a closely scripted playbook to avoid processing refunds.

  

  Business Response

  Date: 03/01/2023

  We are so sorry for the trouble that you experienced with your reservation! A lot should not be full when you reserve a spot with us. We do take issues like this extremely seriously, and always follow up with the facility operators to understand why they turned SpotHero customers away and ensure it does not continue. We are very sorry if that was not communicated to you clearly! As far as reimbursement goes, we took a look and do see that your reservation was refunded in full back to the original method of payment. We do apologize if you did not receive confirmation of that! We went ahead and requested a receipt be re-sent to the email address on file for that reservation for your records, and if you have not received it yet, you can expect to receive your refund within 5-7 business days of issue (in this case, February 23). 

  We are so sorry again that you had trouble and for the confusion when processing your refund. If you have any questions or need any further assistance, don't hesitate to reach out to us directly at **********************************.

  Customer Answer

  Date: 03/02/2023

   
  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:02/23/2023

  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 filed a complaint against SpotHero on 2/20/2023. The complaint was assigned ID number ********. The message they replied to BBB was that they would refund $20.57 back to my original payment method (Discover card) immediately, if I accepted. I accepted that. It is all I ever wanted from the beginning since I never received the service from them. The next morning, I received an email from SpotHero saying that they are not able to refund my credit card. So, they have not honored their agreement with me made through the BBB. All I want is $20.57 refunded back to my Discover Card that SpotHero charged to me and failed to deliver their service. They continue to give me a runaround.

  

  Business Response

  Date: 03/01/2023

  We do apologize for any confusion. As we stated in the email sent to you on February 23, SpotHero is unable to process a refund for the transaction at this time as the payment of $20.57 is in dispute with your financial institution. When this happens, we lose the ability to process a refund, as the funds are locked by the financial institution while the transaction is investigated. We're very sorry if that was not clear. As we mentioned previously, if your financial institution does not rule in your favor, please, respond to the email sent February 23, 304 p.m. CT with the requested documents stating the dispute was resolved and the funds returned to us and we will then be able to refund this for you on our end.

  Also, so that you are aware, while we do respond to customer complaints and inquiries via the **********************, we are not able to provide full support here or follow up with customers right away. If you need further assistance we strongly encourage you to contact our Customer Heroes directly at ********************************** or *************, a Customer Hero or a supervisor will be able to help you in the moment.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19456132
  
  I am rejecting this response because:  I spoke with a Discover Card dispute representative and was informed that a refund could be applied to my credit card while the charge was in dispute.  The representative advised me to keep the dispute open and only close the dispute under the following conditions:  Spothero emails me directly and states that they will refund my credit card ending in **** in the amount of $20.57.  The refund will be within 7 to 10 days.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/07/2023

  We do apologize again for the confusion. It sounds like based on your last message discover card can return the funds to you if you leave the dispute open. As previously stated, you are welcome to proceed with the dispute with your card company to receive a refund. That being said, SpotHero is incapable of processing a refund in our system while a reservation is listed as being in dispute, as are most vendors.

  Also, so that you are aware, SpotHero is unable to provide full support via the Better Business Bureau portalthe Better Business Bureau is a third-party and does not intervene in customer complaints that they receive, but rather sends the details directly to the business in question for them to resolve. You are welcome to continue to reach out to SpotHero via this portal, but please be aware that this may delay your resolution time, rather than speed it up. If you need further assistance or have additional questions about this matter, we would strongly encourage you to reach out to us directly at **********************************.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19456132
  
  I am rejecting this response because: I received an email from Spothero yesterday.  They said since it looked liked the dispute won't be resolved by May 21,  they were "issuing a check for the value of the refund" and sending it via overnight mail to me at the address that the BBB gave them.  What address did you give them, if you did.    They left me tracking numbers that don't track.  I haven't received anything yet.  I spoke again with Discovercard and was advised to keep the dispute open.  So far, it still seems Spothero is giving me a runaround. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/20/2023

  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.

  On 02/17/2023, I made a parking reservation with SpotHero to park at ***************** Valet garage for 5:30am on 02/18/2023. Confirmation number is ********. When I arrived, the Hotel desk did not have a parking reservation number like that or a parking reservation for me, and he said he never heard of SpotHero. He also checked with the Valet driver who also never heard of SpotHero. I had to pay again directly to Hilton and for a larger amount to park, I never got the service I paid for from SpotHero. I contacted Spothero about a refund. After a series of emails, they said they would give me credit for my next reservation. I said this was my first reservation and will be my last reservation. I want a refund. They said they can't refund it because they paid it directly to the garage. Then I got an email saying if I give them my address, they could mail me a check in 4-6 weeks. I am ***** of giving them my address. I want them to refund the amount, like most businesses do, through the credit card , the same way they took the money.

  

  Business Response

  Date: 02/22/2023

  We do apologize for the trouble and the confusion that you experienced! We do see that a member of our Customer Hero team did follow up to explain that we are not able to refund the higher fee of $27 directly, as we did not receive those funds but rather they were paid directly to the Hilton, which is why reimbursement via a check was offered. We are very sorry if that was unclear! If you would prefer a refund of the SpotHero reservation for $20.57, SpotHero would be able to process that back to the original method of payment immediately. You can reply directly to the email sent February 20 at your convenience with your preference, at which time a member of our Customer Hero team would be happy to get that taken care of for you!

  Customer Answer

  Date: 02/22/2023

   
  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:02/19/2023

  Type:Product 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 was attempting to book a parking spot in ******. While completing the booking, the app failed to finish and instead stated it had encountered a problem and to try again. I checked my card and email to make sure it didnt go through, and it appeared it didnt. So I rebooked the spot. I continued to monitor my card for the next two days and only saw one charge from Spot Hero, so all seemed fine. A few days later, after returning from the trip, I was tallying up expenses and noticed I had been charged $69.10 twice. They had ended up charging me for the reservation that didnt go through. I rechecked the app, which confirmed only one reservation, so I reached out to customer service. Their customer service repeatedly told me it was my fault. That I should have called immediately when the first booking failed, that I should have immediately received the confirmation email and that it was my fault for not canceling. I continued to explain I did not receive an email or a charge at the time, so there was no way of knowing this had happened. They offered me a $5 credit. I continued to push for a full refund, but they only offered a credit in the app. When I asked to speak to a manager, I was told there wasnt one available, but one would call me back. I never received a call back. I dont understand why I can not be refunded for what is clearly a glitch that caused a duplicate booking. Both bookings are exactly the same and placed 5 minutes apart. SpotHero is literally stealing $70 from me.

  

  Business Response

  Date: 02/22/2023

  We do apologize for the trouble. We took a look in our system and do see that a supervisor has already followed up with you directly to assist with this matter. Please feel free to reply if there is anything else they can help you with.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19431722
  
  I am rejecting this response because: The supervisor automatically processed a SpotHero credit to my account, which I do not accept. As I stated from the start, I am expecting a full refund to my original payment method. I do not intend to ever use SpotHero again after this whole ordeal. I replied to the supervisor, but have yet to receive a response. Again, a credit does not resolve this issue. I request a refund to my original payment method used. The credit can be taken back, as I will not be using it. Also, it took a filing a complaint with the BBB to get a response from a supervisor when I had been told I would receive a call from one when I initially reached out to customer service.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2023

  We do apologize again. So you are aware, while we do respond to customer complaints made via the **********************, we are not able to provide full support here and are not always able to follow up right away, we're very sorry for the confusion! We do see that a supervisor has already followed up with you with a resolution for this matter, we're so glad! If you need further assistance or have any questions, feel free to contact us directly at ***********************************

  Customer Answer

  Date: 03/07/2023

   
  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. SpotHero eventually refunded the fee to my original payment method, as requested.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/18/2023

  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.

  My wife used the spot hero app to book a parking spot in ** last night for today. They never emailed her a QR code so when she got to the garage she paid again just to get a code so they would let her in the garage. She then realized this garage was 30 minutes from where she needed to be and left and called spot hero right away to tell them. They told her they can only give her half a refund even though they charged her twice and she didnt park in the garage at all. She ended up finding a different garage and just paying in person. We should get a full refund because the first issue was their mistake by not sending a QR code. This company is a scam and should be shut down.

  

  Business Response

  Date: 02/22/2023

  We do apologize for the trouble.We have passed your details along to a member of our team and asked them to follow up with you directly via email to gather additional details, you can expect to hear from them shortly.

• Initial Complaint

  Date:02/11/2023

  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.

  On Jan 9, 2023, I reserved a monthly parking spot starting Jan 14 2023 through SpotHero at *************************************************************************************. The rental ID is ********. After parked my car there on Jan 14, 2023, my car was towed by the parking ************** office on Jan 30, 2023. However since I was out of town at that time, I only found out on Feb 8, 2023 that my car was towed. I picked up the car from the towing company as soon as I can on Feb 10, 2023 but still had to pay $1456.62 to get the car back. I contacted the parking ************** company that they stated that my reservation and vehicle information has never been in their system and SpotHero has never sent them my reservation. So SpotHero just took my monthly parking payment but never paid the parking ************** company, who towed my car because they dont have my vehicle information in their system

  

  Business Response

  Date: 02/14/2023

  Sorry to hear of the trouble. I can assure you we send immediate confirmation to operators when a reservation is booked. We have investigated this issue and the operator has let us know that it was an error on their side. They have reached out to you directly to begin the full reimbursement process. If you run into any snags with getting reimbursed, please reach out to us at ********************************** and we'll be able to help out right away. Again, our apologies for this very unfortunate experience.

• Initial Complaint

  Date:02/08/2023

  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.

  Hi. On 06/01/2023 i reserved a parking spot at ***************************************************************. The Rental ID # is: ********. And i was billed $82.29 with the service fee and tax included. Arrival and Leave date and times below.Enter After: Fri Jan. 6, 2023 3:00 PM Exit Before: Sun Jan. 8, 2023 3:00 PM.I have arrived there after 3 pm and left the parking lot last day 1 hour before exit time. I've found out that i was charged extra $130 by parking spot operators as i was going through my emails today. I shouldn't be charged extra $$ since i paid $82 through SpotHero website. I would like to get my $130 refund please. Thanks

  

  Business Response

  Date: 02/14/2023

  Hello, so sorry to hear of the trouble.  I see from our records that we are waiting for a reply from you with your entry and exit times.  I'll go ahead and add that information to your case and we'll reach out via email to make sure you're reimbursed properly.  We'll be sure to reach out to the operator to see what happened. In the future, as long as you're in the right location within your reserved times, and not driving an oversize vehicle, there should be no extra fees with a SpotHero reservation. Thanks for reaching out and please keep an eye out for our emails.

• Initial Complaint

  Date:01/25/2023

  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 January 11, 2023 I reserved a parking spot at *********************** for a performance at the *********** on January 14th. The Rental ID is #: ********. When we arrived there was no empty space. I contacted Spot Hero support who promised a refund and directed me to a garage nearby. Couldn't find the garage and with time running short we parked in the closest garage we could find and I paid out of pocket for it. The promised refund has never arrived. Do not do business with Spot Hero as they are selling you something they don't have.

  

  Business Response

  Date: 01/27/2023

  We are very sorry for the trouble that you experienced! We were able to locate your reservation details and have asked a member of our team to follow up with you via email, you can expect to hear from them shortly.

• Initial Complaint

  Date:01/24/2023

  Type:Product 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.

  "Spot: ******************************************** Address: ********************************* License Plate: DONTKNOW Edit Rental ID #: ******** Event: *************** - ****** Enter After: Tue Dec. 27, 2022 5:00 PM Exit Before: Tue Dec. 27, 2022 11:00 PM Change date/time Subtotal: $24.00 Service Fee: $1.68 Amount Charged: $25.68 *(to card ending in 2028)No space, lot full. Had to park elsewhere...Since I paid for this, my guest paid for the next space, and we almost missed our show---We thought the space was reserved. we were turned away from the garage. SpotHero told me that I could send in the receipt and they would reimburse. But, I didn't pay---so I wanted a refund. Hey ********,I'm so sorry the lot was full when you arrived. Please send me the receipt from where you ended up parking, or your bank or credit card statement showing the charge, and I will make sure to refund you right away! I will also make sure to credit your SpotHero account the difference if the new spot was more expensive.We are in regular contact with all our partners and we'll definitely follow up on this to make sure we improve moving forward. While unexpected issues may sometimes come up, our goal, as well as our partners on-site, is that you ************** and convenience every time you use SpotHero.If a lot is full in future, please call us immediately; we'll be able to relocate you to a different garage in the area right away. Again, my apologies that the lot was full, and I look forward to resolving any outstanding issues!Sincerely,**** --------------- Original Message ---------------From: ******************************* [**********************]Sent: 12/27/2022 10:05 PM To: ********************************** Subject: Wasnt able to get a space Hello, I was not able to ************** this evening and would like a refund.Thank you,************************************ from my iPhone ref:_00Di0YeTe._5003o1bN7My:ref"I have tried to dispute with my credit card company, and they found in favor of the company, didn't ask for my docs

  

  Business Response

  Date: 01/27/2023

  We are very sorry for the delay in resolving this matter for you! We were able to locate your reservation details and have asked a member of our team to follow up with you directly via email, you can expect to hear from them shortly.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18891971
  
  I am rejecting this response because:

   

  They have still not refunded the money, and I sent them the letter they requested. Attached email. 

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

  

  Business Response

  Date: 02/08/2023

  We're very sorry for the delay. We do see that the refund has been processed since you reached out via the Better Business Bureau, we're so glad! If you need any further assistance don't hesitate to reach out to us directly at ***********************************

  Customer Answer

  Date: 02/09/2023

   
  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:01/19/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against SpotHero, a company that provides online parking reservations. I prepaid for a parking spots through their website on two separate occasions, but when I arrived at the parking lots, my reservations were not accepted. I contacted SpotHero customer service and they approved a refund of $641.89. However, it has now been over 9 weeks and I have yet to receive the refund.To make matters worse, SpotHero informed me that they would be issuing the refund in the form of a check, which they said could take an additional 4-6 weeks to process. I find this unacceptable, as the delay in receiving my refund has caused me significant financial hardship.I am extremely disappointed in the way SpotHero has handled this situation, and I urge the Better Business Bureau to take action against this company to ensure that other consumers do not have to go through the same experience.

  

  Business Response

  Date: 01/27/2023

  We are so sorry for the delay in resolving this matter for you! We took a look and we do see that a supervisor followed up with you earlier this week about this matter, and if you have not received your check yet you can expect to receive it no later than the end of next week. If you have any questions do not hesitate to reach out to us directly at ***********************************