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:11/22/2022

  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.

  I reserved a parking spot from Spot Hero for Tuesday, October 25th @ 11 a.m. for TGI Friday valet service.The attendant parked my car on the street and it was ticketed for an expired meter. I received a $70.00 parking ticket and contacted Spot Hero's Support number to try to get their assistance with assessing how this could be handled. Initially, I was told by Customer Support that my reservation could not be found. Afterwards, I forwarded a copy of my reservation to Spot Hero. My request for the ticket to be paid quickly received a "canned response," about how I should communicate directly with the ***************. No attempts were made other than this suggestion. Needless to say, contacting the *************** would be a waste of time. After reading the numerous complaints on BBB I knew mine needed to be added to the list.

  

  Business Response

  Date: 11/23/2022

  We are very sorry for the trouble that you experienced with your SpotHero reservation. We have asked a supervisor to review these details and follow up with you directly via email as soon as possible. Please allow extra time due to the holiday. If you have any questions in the mean time, don't hesitate to reach out to us at *************.

• Initial Complaint

  Date:11/20/2022

  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.

  On October 1, 2022, I booked a parking spot using the SpotHero app at *************************************************** for $35.90. The app accepted my payment and confirmed my booking. However, when I returned to my car after a 12 work day, it was gone. As it turns out, SpotHero both confirmed my reservation and took my payment, without requiring I enter my license plate number - the only way towing companies know which cars have reservations, and which do not, as confirmed by the towing company. SpotHero support could not even tell me where the car was taken - they tried, and thankfully I called the lot who said they did not have my car. After returning to the ****** lot and calling the actual towing company twice, I learned my legally-parked car had been towed 1 hour and 20 minute away via public transit, to ***************************************************************, just outside of one of the most dangerous areas in *******. The towing yard was a razor-wire-encompassed parking lot with no markings, no office, and no door. I was charged $218.50. As a remedy, SpotHero credited my account $109.25 for half the money I paid to the towing company (Case #********). Last week, this exact experience happened to my coworker, in the same neighborhood.SpotHero is well aware of this problem. If the license plate is the only way towing companies know that a reservation exists, then it stands to reason that, without a license plate entered, ********************** has not, in fact, delivered the reservation for which it was accepted payment and supplied a confirmation. At present, SpotHero has acted, and continues to act fraudulently in this regard. I am asking that SpotHero require license plate numbers to be entered, before confirming, and accepting payment for, reservations. I am also requesting to be refunded the cost of the original reservation plus towing fees.

  

  Business Response

  Date: 11/23/2022

  We do sincerely apologize for the issues you experienced while reserving parking with SpotHero. We have asked a manager to review these details and follow up with you directly as soon as possible. Please allow extra time due to the holiday. If you have any questions don't hesitate to reach out to our Customer Heroes directly at ************************************************************.

• Initial Complaint

  Date:11/18/2022

  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 21 October 2022I reserved a parking place in ************* through spot hero. The cost of the parking place was about $45. When I went on 22 October to get the parking space I was told that there was no space available. In affect the reservation that I had through spot hero was not honored. I tried to get my money back through a dispute resolution through Citi Card and Citi Card was told through spot hero that I had a transaction with them which was a transaction to buy a reservation and the fact that the reservation was an honor it was essentially my problem and not theirs. I would simply like my money back. I did not get the service that I paid for that they had said that they would provide which was a parking space. I had to go to another place in the city and spend additional money to park.

  

  Business Response

  Date: 11/23/2022

  We are very sorry to hear you were not able to park in your reserved spot! Unfortunately we have not been able to locate your reservation details based on the information provided here, and we are not able to provide full or immediate support via the Better Business Bureau's portal. Please reach out to us directly at ********************************** with the rental ID or the email address you used to reserve your spot, a member of our Customer Hero team will investigate and follow up with you ASAP!

• Initial Complaint

  Date:11/18/2022

  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 paid for daily parking at a Spot Hero location. My car was towed from the location. I provided evidence that I was parked at the correct location during the paid hours. The tow company stated "someone called them" to tow my car and so they towed it. The tow company told me to reach out to Spot Hero since the parking was paid through them for reimbursement. I reached out to Spot Hero multiple times over a month and each time was informed a supervisor would get in touch with me. I still have not heard from a supervisor. I even told the company if they were not willing to reimburse me to let me know so I can find out how I can get reimbursed for my tow expense. They still have not responded.

  

  Business Response

  Date: 11/23/2022

  We are very sorry for the delay getting back to you about this matter! We were able to locate your case based on the details provided and have asked a supervisor to follow up with you directly. You can expect to hear from them shortly.

• Initial Complaint

  Date:10/22/2022

  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.

  They company told me that they issued me a refund check after they determined I should be compensated a refund of $50. I have in writing that they agreed to the refund and that they sent the refund check.They told me I will receive the check in 4-6 weeks. After 9 weeks, I contacted them that I had not received my refund. They didnt reply so I contacted them again. Again, they didnt reply. Its been a total of 11 weeks now.

  

  Business Response

  Date: 10/27/2022

  We are very sorry for the trouble and for the delay getting back to you! We have asked a member of our Customer Hero team to follow up with you directly, you can expect to hear from them shortly.

• Initial Complaint

  Date:10/20/2022

  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've been drug around for almost a mo waiting for an issue to get resolved. I paid Premium Parking through Spothero for 5 days. I ended getting a violation from the car rental company because they paid the ticket to Premium and now want me to reimburse them $156. Um no i paid through Spothero who in turn was suppose to pay premium parking. This payment was made directly on their website. I got two emails from 2 separate supervisors which are attached. Well i'm tired of the wait game and my name has been shxxx on. They know that i paid them they need reimburse either the car rental company or Premium Parking. Moreso the car rental company is trying to charge me for something i already paid for through spothero.

  

  Business Response

  Date: 10/21/2022

  We are very sorry for the trouble and inconvenience, as well as the confusion! We took a look and do see that we are waiting for confirmation from the facility operator that the ticket fee has been voided. As soon as we receive that confirmation we will follow up with you directly at the email address on file for that reservation. We are very sorry if that was not clear! If you have any questions or need further assistance, feel free to reach out to us directly at *************.

  Customer Answer

  Date: 10/27/2022

  Why don't you get in contact with the company seeing how i paid YOU with my credit card for parking on YOUR website? YOU can see that i paid for parking in the system, y'all haven't made the slightest attempt to get this resolved. It's only the same generic robotic response. 

  

  Business Response

  Date: 11/04/2022

  We do apologize for any confusion. We took a look and see that ****** has followed up to confirm a refund has been issued by Premium Parking. ******** message is below: 
  The location was in fact paid when you booked your reservation. The error was on their end. They have issued a refund back to Dollar Rental as they paid the initial ticket. You can reach out to *********************************** or ************************* to confirm this information as well. Dollar will need to issue a refund back to you or a notice that they have removed the attempt to charge your card.

  If you have any further questions about this matter please don't hesitate to reach out to SpotHero directly at *********************************** or *************.

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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 July 20 2022 I purchased a parking at ************************************************************************. The parking garage was full, so I wasn't able to park there. I immediately let the SpotHero know and they said they would refund $37.75 to my credit card. Somehow they made a refund using my apple id email. I don't have access to this email and don't have access to the refund. Since July, I called them at least 5 times asking to move the money to my credit card which I used to purchase the parking. Every time they promised me they will do it and they haven't done anything. I called yesterday again and the lady told me that she needs some documents from my bank and that she would send me an email with link to upload the documents. I never received an email. I found SpotHero to be shady and irresponsible business. I will never use them again.

  

  Business Response

  Date: 09/28/2022

  Hello,

  We are very sorry for the delay in resolving things for this customer! We took a look at the details provided and do see that currently the payment for the reservation is in dispute with the customer's financial institution. ********************** is unable to process a refund while payment for it is being disputed as the financial institution puts a hold on the funds while they investigate the matter fully. We see an email was sent with these details on September 27, but we are very sorry if that wasn't clear!

  The customer is welcome to proceed with the dispute with their financial institution, or if the dispute has been withdrawn or finalized, they can reply to the email with the letter from the institution stating the dispute has been withdrawn or completed. At that time, SpotHero can submit this documentation to our card processor and resolve this for the customer.

  We do apologize again for the confusion and uncustomary delay in resolving matters for this customer. If this customer needs any further assistance or has any questions, they can reach out to us directly at **********************************.

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18132168
  
  I am rejecting this response because:

  Hello! Yes, I filed the dispute with my bank since I couldnt get any response from SpotHero. My bank initially gave me a credit, but later reversed the credit after contacting SpotHero. I NEVER received any email from SpotHero with link to submit the documentation from my bank. I checked my spam folder as well. I dont think I ever dealt with a company like this. How hard it is to send an email? I will make sure I leave negative reviews everywhere.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/06/2022

  Thanks for providing those details and we're sorry again for the confusion. We took a look and we do see that  the emails were sent to a different address than the one provided here. We have resent the emails to the address listed here instead of the email that was used to purchase the reservation. Feel free to reply at your convenience and we can proceed with processing a refund.

  

  Business Response

  Date: 10/21/2022

  Thanks for your follow up. We do see that the refund for $37.75 was processed back to the original method of payment on October 15. You should receive it within 7 business days. If you have any questions or need further assistance, feel free to reach out to our Customer Heroes directly at ************************************************************.

   

  Customer Answer

  Date: 10/27/2022

   
  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:08/27/2022

  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.

  We arrived in *********, ** from ***************, ** on Tuesday August 23rd. We arrived 15 mins after our designated Spot Hero time of 3:00pm at 275 *********************** Parking facility Rental # ********. Unbeknownst to us Spot Hero wrote us on route that the operator of that parking facility no longer did business with Spot Hero. Spot Hero gave us a credit of $15.00 for future use and refunded our $14.75 from our initial credit charge # ******** follow up case . I spoke to ******** with Spot Hero support regarding that Spot Hero gave us no notice to find another inexpensive parking in ********* and being stuck to pay $28.00 for our 2 nights instead of the original charge of $14.75. ******** said to me to send her a copy of the receipt from what U paid on site and that her manager would send a check to me for $28 once it has been received. By the way ***** with support Spot Hero also reiterated that once the receipt had been received I would be taken care of. I told both of these individuals with SpotHero I did not want a future credit because I did not use Spot Hero enough at 70 years old. I simply wanted to be reimbursed for what I paid out of pocket since evidently they no longer did business with Spot Hero and I was not notified in time to make a change of plans for my husband and I. I sent my receipt in to ******** and she notified me yesterday that there was miscommunication and that they were not able to refund me directly for the $28 I paid to the garage. BBB please do not allow such businesses to take advantage of us folks. If Spot Hero said they will compensate for the parking since we were not notified in time to make another choice and I was told to send in my receipt upon completion of my 2 night parking that they would reimburse me and then to deny it its just out right lies. Warmly, ***********************

  

  Business Response

  Date: 08/31/2022

  We are very sorry for the trouble and confusion that this customer experienced with their reservation! A supervisor is currently reviewing this situation, they will follow up with the customer directly via email as soon as possible. If they have any questions they are welcome to reach out to SpotHero directly at *************.

  Customer Answer

  Date: 09/01/2022

   
  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.
  
  I have heard from a Supervisor with Spot Hero this evening and they were very apologetic regarding the inconvenience my husband and I were put  through last week in *********,**. They are reimbursing me the $28 and sending me a check within 4 to 6 weeks. Thank you very much Better Business Bureau for filing my complaint with Spot Hero and being my advocate. 

• Initial Complaint

  Date:08/22/2022

  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 made a reservation with Spothero on 7-16-22 for a parking place when I was seeing a *********************** concert down town. When I arrived at the assigned parking deck and approached the valet parking as instructed, I was informed that they did not cooperate with SpotHero and would not honor the reservation that I made for $32.10. I did end up parking in the parking deck but had to pay an additional fee to park for the evening on top of the $32.10 I had already paid. I immediately called SpotHero, they said they did not know what was wrong. Instead of refunding the money that I paid for a reservation that was not honored they made me jump through hoops. Since there was no person at the booth when I exited I paid with a credit card and was not given a receipt for the additioal amount I paid. SpotHero wanted copies of my bank statements to show the additional amount of money I had to pay. I am not sending this company copies of my banks statements or personal information. It is very simple, I paid for a service that was not honored/provided by their vendor as promised. I called them immediately and reported the issue. They have refused to give a refund even thought they did not provide the promised service. They are the biggest scam!!!

  

  Business Response

  Date: 08/25/2022

  We're very sorry for the trouble and confusion that this customer experienced! We took a look at the reservation details and do see that SpotHero was unable to process a refund because currently the reservation payment is in dispute with their financial institution. We do apologize for any confusion! The customer is welcome to proceed with the dispute with their financial institution. A supervisor also followed up with them on August 23 with additional information about how to lift the dispute, at which time SpotHero would be happy to process a refund for the reservation. We do apologize again for the trouble and confusion, this is the last thing we want our customers to ever experience! If the customer has any questions they are welcome to respond directly to the email that was sent to them, someone will follow up for further assistance!

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17749967
  
  I am rejecting this response because: It is way too late. They want me to drop the dispute with my credit card for them to process a refund. I did not submit a dispute to my credit card until they continuously refused to refund the charges for the services they did not provide. I DO NOT TRUST THEM TO REFUND THE MONEY NOW IF I WERE TO DROP THE CLAIM WITH MY CREDIT CARD. This could have been a very easy transaction. They have made it extremely difficult. They are not being honest with you. They submiteed a letter to deny the payment of the dispute to my credit card. They have no intention of reimbursing me. Their actions have made that very clear. Until I have my money in hand, I do not believe a word they say. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/11/2022

  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 was looking for a spot to park. Thought to try spot hero. I typed in address of restaurant and garage said it was 0.1 miles away. In reality, it was 1.3 miles away. We were running late so we left as soon as we parked, found the right garage. Later that night I sent spot hero. Message asking for refund. $12.85 for parking. They refused to refund and offered $5 voucher. I wont ever trust their website again so I prefer refund. They can clearly see we entered garage and left same garage less than 15 min.

  

  Business Response

  Date: 08/12/2022

  We are very sorry for the trouble and confusion that the customer experienced! We have located their reservation in our system and have asked a member of our team to follow up with them directly via email, they can expect to hear back with a resolution shortly.

  Customer Answer

  Date: 08/15/2022

   
  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,
  
  ***************************