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:01/18/2023

  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 November 20th I reserved a parking spot through spothero in ***. When I arrived to park, the garage refused to park me due to an elevator being broken. I immediately called spothero to explain. I told them I didnt want a new spot since I was in an unfamiliar city and wound just park at my hotel. They said they would refund the charge and offer to give me spothero credit for any increase in parking I had to pay. I was sent an email to reply. When I replied to the email, it bounced back as undeliverable, leaving me no recourse on the resolution. I filed a dispute with my credit card company and they reached out to spot hero. The company responded I again called the company to resolve the dispute and they are refusing to refund me the money, now they are claiming they cant refund it because I disputed it with my credit card company. I have an email from the company verifying that I didnt park. There should also be a record of my call at the time I was to park. I supposed someone could call the garage and receive information about the issue too. Spotheros refund policy is a scam and needs to be investigated.

  

  Business Response

  Date: 01/20/2023

  We are so sorry for the trouble! We took a look in our system and do see that a supervisor is currently reviewing this matter. They will follow up with you directly via email as soon as possible. If you have any questions don't hesitate to reach out to the Customer Heroes directly at *************.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18830310
  
  I am rejecting this response because I have not heard back from the supervisor. I was told to submit paperwork via email (which twice the email was rejected until the supervisor provided me another email address). I provided the information as requested and have not had a response. I have not received a refund either. I was refused the opportunity to park by the ********* have an email from spot hero verifying I reported this problem immediately. I have an email proving I attempted to comply as requested but was given a fake email account to reply to. What I dont have is a refund. This matter is not resolved.  

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

  

  Business Response

  Date: 01/27/2023

  We're very sorry for the delay again. We took a look in our system and do see that since submitting this request your refund has been processed back to the original method of payment. You can expect to receive it within 5-7 business days of the date of issue; typically it is faster, it depends on your financial institution and their processing times. Please don't hesitate to reach out to us directly if you have any questions or need any assistance at ***********************************

• Initial Complaint

  Date:01/13/2023

  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.

  Referring to complaint Complaint ID # ********- ********************** I would like to re-open the complaint as the situation has not been resolved. I am attaching all the communication with Spothero so that everything is transparent. In it you can see that at first I was told to withdraw the dispute with the credit card company. I was reluctant to do so but eventually did when spothero said that was the only way they could refund my money. After I withdrew the complaint they said they were told that the complaint was found in my favor by my credit card company so there was nothing for them to do. This is not the case. The credit card company still charged me. I would like the money refunded. Thank you.

  

  Business Response

  Date: 01/20/2023

  We are very sorry again for the trouble. We took a look at these details in our system and do see that a letter from your financial institution was requested, confirming that the dispute has been lifted, and as yet we have not received that documentation. Unfortunately we are not able to process a refund until we receive that, as the credit card processing system does say that the dispute was found to be your favor and the funds are being held. We truly apologize for the inconvenience that this has caused and the uncustomary delay in resolving this matter. You are welcome to proceed with disputing the charge with your financial institution, or you can reply directly to the emails you receive to provide the requested documentation and we would be happy to process the refund. If you have any questions, do not hesitate to reach out to our Customer Heroes directly at *************, they can assist and answer any questions you may have.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18810995
  
  I am rejecting this response because:  I am not sure what spothero wants.  Please let me know exactly what I need to do to get a refund, step by step.  Frankly, I don't understand why they just can't issue a check.  Like spothero, I work for a business that has bills and I am certain spothero and create an invoice with my name and then pay said invoice by issuing a check.  Then this would be resolved.  By now I am sure it has cost spothero more than $28.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/27/2023

  We do apologize again. In order to process a refund in this case, we do need a letter from the financial institution confirming that the dispute has been lifted. SpotHero has no way of processing a refund to a customer who's payment is listed as being in dispute until we receive this documentation, as the funds are locked by the financial institution. An email was sent specifying this previously, and we are very sorry if that was unclear at any point. Please be aware that while we do respond to inquiries via the BBB portal, we are not able to provide full customer support here. If you have any other questions, feel free to contact us directly at ************* or ***********************************

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18810995
  
  Attached is the proof of the dispute being lifted as request.  Somehow I think Spothero is still going to find a way to say this is not enough proof. But I will be happy to be wrong and look forward to your review.  Thank you.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/01/2023

  Thank you for providing these details. We have passed these along to the appropriate team and they are currently investigating this matteras previously mentioned SpotHero is not able to provide full support via the Better Business Bureau platform. They will follow up with you directly via email as soon as possible. If you need further assistance with this matter, please reach out to us directly at **********************************. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18810995
  
  I am rejecting this response because: Thank you for your response.  As I predicted for some reason Spothero is still not able to refund my money even though I did not park in any spots and they acknowledged this.  I have not received any email from Spothero as of yet. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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.

  I reserved a spot thru SpotHero and was billed $44. I arrived to the garage on the date/ time my reservation was for and I was told the garage was full and they would not honor my reservation. I attempted to reach SpotHero but after finding another location to park at but it took 24hours for them to respond to my email. I was asked for proof of where I ended up parking which I didnt have since the person I was with paid for that. I never received another response. This all took place 12/10 and 12/11. I have replied to their email several times asking for an update and I have yet to Receive a response.

  

  Business Response

  Date: 01/13/2023

  We are so sorry for the delay in resolving this matter for you! We took a look in our system and it appears you response was marked as resolved in error, we are incredibly sorry for the mistake. Regardless, we have asked a member of our team to follow up with you directly to resolve this matter, you can expect to hear from them shortly.

• Initial Complaint

  Date:01/02/2023

  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 8 Oct 22, a reservation was placed though the SpotHero website for parking at the ************* Garage located in *********, ** with an Enter After Date/Time of 20 Dec 22 @ 5:00 am and an Exit Before Date/Time of 27 Dec 22 @ 1:00 pm at a cost of $83.49. Upon arriving at the ************* Garage on 20 Dec at 5:48 am, I attempted to utilize the provided ** Code from Rental ID #********; however, the security gate would not scan or read the ** code. I immediately called SpotHero **************** and was told to press the Garage Attendant button for additional assistance. After multiple unsuccessful attempts to scan the ** code, I was advised to pull a garage ticket by SpotHero ****************. I was informed that I would be able to seek reimbursement after the reservation had been completed. Due to the Southwest meltdown starting 26 Dec, my return flight back to ********* was cancelled. I was fortunate enough to rebook a return flight back on 29 Dec. On 27 Dec, I reached out to SpotHero **************** 3 times to inform them of the situation and attempted to extend the reservation; however, I was informed that due to computer systems issues, they could not extend my reservation. When I finally arrived back at the ************* Garage on 29 Dec, I attempted to use the provided ** code to receive a credit on the parking; however, the ** code would not work again. I ended up paying the parking garage another $160 to leave the facility. On 30 Dec, I reached out to SpotHero **************** in an attempt to resolve the issue. I was provided an email requesting additional information (e.g. credit card statement for the $160 payment). I received a response the same day stating that I attempted to access the facility prior to the reservation date/time, which is FALSE, and I was offered a $10 credit towards future reservations. In all I paid $240+ for reservations that should have only cost ~$100+. I am seeking reimbursement of my original reservation cost at $83.49.

  

  Business Response

  Date: 01/06/2023

  We are very sorry for the trouble and inconvenience that you experienced. We do see a member of the Customer Hero team reached out to you directly about this matter, and to inform you SpotHero is not able to process the refund as the payment for the reservation is in dispute with your financial institution. We do apologize for any confusion! You are welcome to proceed with the dispute with your card company or financial institution, or if you would prefer, you can reply to the email you received from SpotHero support with a letter from the institution stating the dispute has been withdrawn or completed. Please feel free to reach out to us directly at ********************************** if you have any questions.

• Initial Complaint

  Date:01/02/2023

  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.

  11/12/2022. I signed up for a 5K (***** Run) in ************, ** on Nov. 12th and paid for parking in advance for an oversized vehicle ($31.75) at the valet assisted lot located at ********************************************************************. Spot Hero was the business that was recommended by the 5K organizer by email. However, upon my arrival at 6:05 am, there was no attendant there to receive my keys (or the other folks there waiting) in the lot. So, had I parked my vehicle there, I would have been blocking in another car. After waiting 15 min, I decided to find parking on the street so that I could get to my race on time. Upon emailing Spot Hero they ultimately refused to acknowledge that there was an issue after initially stating that they would refund me. Additionally, they insisted that I should have just parked our on the lot regardless of the issue that I would've blocked someone in and regardless of the signage at the lot stating that keys must be left with an attendant. After emailing customer service, one employee stated that he would refund our parking fee after I attached receipts. I did as instructed then another employee replied back stated that we should've parked there and that she was unable to refund me. I have attached email communication as well as my receipt. Thank you.

  

  Business Response

  Date: 01/06/2023

  We are very sorry for the trouble you experienced! We took a look in our system and do see that someone has already followed up with a resolution for this matter, we're so glad! If you have any questions don't hesitate to reach back out to us directly at ***********************************

  Customer Answer

  Date: 01/06/2023

   
  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:12/29/2022

  Type:Order 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.

  Rental ID ******** Was charged extra ***** in fees and got yelled at by the parking manager. Disgusting service and unacceptable. Held me up for an hour until I was able to get my car back. Please refund the $32.71 USD and the extra $***** that I paid too.

  

  Business Response

  Date: 01/03/2023

  We are so sorry to hear about this! We took a look in our system and we do see that you reached out to our Customer Heroes directly about this matter, feel free to reply to their email at your convenience, they would be happy to help resolve this!

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18655492
  
  I am rejecting this response because:

  Please make sure this can be resolved to my expectations. 

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

  

  Business Response

  Date: 01/13/2023

  We do apologize again for the trouble that you experienced. Please be aware that while we do respond to customer complaints we are not able to provide full support via the Better Business Bureau portal. We took a look in our system and see you have been corresponding with members of the Customer Hero team, we are so glad. Please reply to the email from SpotHero support with the relevant details at your convenience, a member of our Customer Hero team would be happy to help resolve things for you. 

• Initial Complaint

  Date:12/28/2022

  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 paid $16.90 for parking in ** night before. I got confirmation for the paid spot. I got to the area and the garage was closed so I took pictures. I called Spothero.com immediately. She told me she is so sorry and I did not have to do anything they would refund me. They then emailed me it would be **** business days. TOTALLY UNACCEPTABLE. I want my money today it should have been refunded that day for not providing accurate information on the website. The garage was closed. They need to change their guidelines and if they can't provide a service refund it that day or at least 3 business days not five.

  

  Business Response

  Date: 01/03/2023

  Thanks for reaching out and we do apologize for the trouble and any confusion. Refund processing times are determined by the card company or financial institution rather than by SpotHero, and in our experience it can take up to ten business days to process that request. SpotHero does immediately return the funds at the time a refund is issued, in most cases the refunds are processed in full faster than the provided timeframe. We are very sorry if that was not clear, and will be sure to make note of your experience to see how we can improve moving forward. If you have any questions about the status of your refund, dont hesitate to reach out to us directly at **********************************, our Customer Heroes would be happy to take a look at this for you.

  Customer Answer

  Date: 01/05/2023

   
  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:12/17/2022

  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 with SpotHero in October. A few weeks after that reservation I received a parking ticket in the mail from the parking lot operator. I spoke to several SpotHero representatives at that time (both via phone and email). It was confirmed by them that the parking ticket was in error. They assured me that it was taken care of and told me they reached out to the parking operator to have the ticket voided. However, a month later I receive another letter in the mail stating that the parking ticket has been sent to collections since it has not been paid. SpotHero has been difficult to get updates from & told me they have reached out to the parking operator again to have this taken care. Unfortunately, no one is providing me updates (even after I got a customer service manager involved). I just want someone to tell me that this is taken care of. Im already upset that I got a parking ticket through no fault of my own, but to have it sent to collections because of SpotHero is unacceptable. I just want this taken care of.

  

  Business Response

  Date: 12/22/2022

  We are so sorry for the trouble that you experienced! We do see that a member of the Customer Hero team followed up with you directly with documentation to confirm that the ticket has been voided, we are 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:12/09/2022

  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 made a reservation Dec. 2 Friday night for Dec.5th at *********************************************** #******** $15.75. I opened the reservation today to find out everything was wrong, day, time and place and it had expired. I've renewed another parking pass for today #********. I'm not sure why this happened as I had made a reservation at this same garage on Nov. 28th. Please refund my account for the error.Thanks ****************** On Monday, December 5, 2022 at 01:46:45 p.m. EST, SpotHero Support <**********************************> wrote:Hey there,Thanks for reaching out! I just took a look into your account and I am happy you were able to get this taken care of! If theres anything more we can do for you, please let me know.Sincerely,**************** I realize the amount is small but it's the ignorant response that it was taken care of when it wasn't. I emailed them back several times but no response.Thanks ******************

  

  Business Response

  Date: 12/13/2022

  We are very sorry to hear about this! We have located these details in our system 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: 12/13/2022

   
  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:12/08/2022

  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 downloaded the spothero app and reserved a spot on Nov 19 and paid ***** for the spot. When I got to the lot the staff said there were no spots available. I told them I had reserved and paid for a spot. They said while they participate in spothero it is really 1st come 1st serve and they have no spots available and would not charge me. I was subsequently charged. On the app it says they take compare the license plate you listed on the reservation w cars parked in the lot and if they do not match they ******** the car. Thus they should be able to verify that I didn't park in the lot or simply ask their employee who was working on that day and time and he can confirm that I did not park there. Why should I pay for a service I never received. This seems like criminal and fraudulent behavior. Why shouldn't they prove that I did park there before being allowed to charge me. I would like a full refund. I will also file a complaint w my credit card company and the ****

  

  Business Response

  Date: 12/13/2022

  We are very sorry that your reservation was not honored! You should not be turned away with a valid SpotHero reservation. We were able to locate your reservation details and see that a member of the Customer Hero team has followed up with you directly via email about this matter. If you have any additional questions or need any further assistance do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18546957
  
  I am rejecting this response because: although the company has acknowledged receipt of my complaint and in a private email stated they would refund the charge, they have yet to do so.  I am not sure why it takes so long to credit an account.  It will be great if they can refund the charge which they, themselves, have accepted as erroneous.  They requested I provide proof that I booked another parking spot for the same day. I provided proof which they accepted in writing.  Yet, my credit card is still being charged.  I look forward to a refund on my credit card.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2022

  We are very sorry again for any confusion. We see the email that was sent to you on December 13, stating that at this time SpotHero is unable to process a refund because the payment for that reservation is in dispute with the card company. You will need to reach out to your financial institution directly about any follow up regarding this refund. If the dispute has been withdrawn or finalized, please reach out to us directly at ********************************** with the letter from the institution stating the dispute has been withdrawn or completed. We can submit this documentation to our card processor and resolve this for you in a timely manner. We do apologize again for the trouble you experienced and the confusion regarding this matter, please feel free to reach out to us directly with any questions!

  Customer Answer

  Date: 12/24/2022

   
  Better Business Bureau:
  

  Spothero has made it clear that they will not credit my account unless I withdraw the credit card dispute.  Since I am being forced to withdraw the credit card dispute to get the credit I have withdrawn the dispute.  I still do not understand why I have to withdraw the dispute to get a credit.  Why can't Spothero *********** my account?  I will try to be optimistic that they will credit my account in a timely fashion.
  

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