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:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 20th, 2025 at 9:30am I paid $12.75 on the Spothero app for parking until 6pm in the ***** parking garage, **********************************. When I returned to my car I found a ticket written at 12:30pm by ************************ for $75 for failure to prepay. I contacted Spothero to ask them to get Diamond Parking to void the ticket, since I had prepaid. Spothero took a week to respond and when they finally did, told me that the ticket was valid and they couldn't help because the ticket was for a license plate number not registered in their app. The ticket had been handwritten, and all of the numbers and letters matched mine except for the * which kind of looks like a 2. Again, it's handwritten, so difficult to be sure. Spothero then insisted that I correct my license number in their app. The thing is, my license number is correct in their app, and I sent them a photo of my plate to prove it. Which they would have known, had they just asked me for evidence, rather than denying my claim without giving me the chance to prove it. Regarding the validity of the ticket, there are only two options: In the first case, Diamond Parking wrote a ticket for my car, which was correctly registered and paid for, and so issued an invalid ********* the second case, they wrote an invalid ticket because they wrote my license plate number incorrectly.Those are the only two options.I sent all that information to Spothero, who again took days to respond. Despite photo evidence of everything, Spothero continues to insist that I am at fault and refuses to contact Diamond Parking to get them to void the ticket, or to refund me if I pay the ticket. I am now nearing the deadline where Diamond Parking will raise the ticket cost to $115 and send it to collections. The worst part is that without consulting me, Spothero also refunded the original payment I made for the parking pass, so Diamond Parking is now claiming the charge was cancelled and therefore I never paid at all.

  

  Business Response

  Date: 04/08/2025

  We are very sorry for the trouble and inconvenience you experienced! We took a look in our system and see that this matter is currently being reviewed by a supervisor. They will follow up with you directly as soon as possible. If you have any questions, feel free to reach out to ************* or ***********************************

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SpotHero continues to list our business's private parking lot as an available parking space. Many attempts to remove the listing have been ignored, as has our cease and desist letter. Our business address is *************** The app's listing for our lot is "*****************************"This listing must be permanently removed.

  

  Business Response

  Date: 04/08/2025

  We're sorry for any trouble or confusion. SpotHero is a third-party marketplace and does not list anything on our app or website without authorization from the spot owners. Regardless, we do see that the spot address provided is not currently active on SpotHero. Best wishes.

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a parking spot through SpotHero on March 12. We entered the garage without issue and parked our car. Per the booking, we advised we would exit the parking garage before 9 am the following day. The garage is warranted as a 24 hour facility. The following morning we arrived at 7 am and had significant issues entering the parking garage. It was not accessible as a pedestrian. Ultimately, after waiting two hours in the freezing cold, we had a police officer drive his vehicle down the hill to the parking garage to open the gate. So access to the garage required a vehicle - which we obviously didn't have because we were parked in the garage. Our **** driver was not comfortable driving down the hill to trigger the garage. We called SpotHero customer service multiple times - they could not locate the customer service number for the garage operator. When they finally provided it after 1.5 hours of waiting, the garage operator never answered the phone. We waited two hours overall. We missed our son's soccer game. We had to **** him to ****************************** for his game for lack of vehicle. I had to **** to the garage from the hotel to help my husband attempt entry. Once we were able to get to our car, we had to pay $16.00 to exit the garage as we exited past the schedule 9 am time.I called SpotHero and requested (1) a refund of the price we paid for the parking spot ($12.00); (2) a reimbursement of the $16.00 we paid; (3) a reimbursement of our two **** trips, totaling $20.82 for the rides.Ultimately, SpotHero issued us a $16.00 credit for future use - this is an insufficient remedy as I do not intend on utilizing their services again.

  

  Business Response

  Date: 04/01/2025

  We're very sorry you had trouble. We took a look in our system and see that one of our Customer Heroes has followed up with you since you reached out about this matter. If you need further assistance don't hesitate to reach back out to them at ************* or ***********************************

• Initial Complaint

  Date:03/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spothero for parking for the date of 2/13, at **************** from 9-11PM.We scanned into the lot around 9:05PM, and got into the lot with no issues. Upon trying to leave the lot around 10:30PM, the gate would not open and would not process the spothero code. We called the attendant, and they told us we have to pay to get out of the lot. We then had to pay $126.88 to get out of the lot, despite purchasing a spothero. I contacted spothero about this on 2/15 and promptly received a response with follow up questions, and insuring I would be properly compensated (attached screenshot). I responded to spothero on 2/19, they responded to me asking for further details on 2/21. I responded to their further questions on 2/26. Since my email on 2/26, I had not received a response. I emailed spothero on 3/6 and 3/13, asking for any type of update. I received an email from spothero on 3/13, stating the issue has been escalated to a manager and that they would be in touch shortly. Since that email I have not heard anything from spothero. I emailed again on 3/21 asking for any type of information, and have not received an answer. This is so frustrating and unprofessional. Spothero owes me money and is now avoiding the situation at hand.

  

  Business Response

  Date: 04/02/2025

  We are very sorry for the trouble and for the delay in resolving this matter for you. We do see in our system that a supervisor is in the process of reviewing this. They will follow up with you directly with a resolution as soon as possible.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am absolutely furious with Spot Hero following an appalling incident that occurred on Monday, March 10th. I reserved a parking spot through the Spot Hero app, securing a spot from 9:00 am to 9:00 pm. I arrived shortly after 9:00 am, parked my car, and left to go to work. When I returned at 3:00 pm, my car was gone. After some investigation, I discovered the lot owner had towed my car, stating that he only rents to Spot Hero for overnight parking (6:00 pm - 9:00 am). This was a clear issue with Spot Heros booking system, yet the lot owner refused to take any responsibility.I immediately contacted Spot Hero customer service, provided my reservation details, and requested reimbursement for the $240 tow fee I had to pay to retrieve my car. I was told that there was no guarantee of reimbursement, which is utterly unacceptable. To date, nine days later, I have received no follow-up, despite their stated 2-3 day response time.This experience has been beyond frustrating. Not only did I lose access to my car during a critical time, but I also had to pay a substantial fee for a service I trusted to ensure my car was parked safely. Spot Heros complete lack of communication and failure to resolve this issue is ************** a paying customer, I expect reliability, safety, and support when using your service. Instead, I have received nothing but inconvenience, frustration, and a massive financial burden. I am deeply disappointed, and given this experience, I no longer have any faith in Spot Hero.I demand immediate reimbursement and a clear explanation of how Spot Hero intends to address this unacceptable situation.

  

  Business Response

  Date: 04/01/2025

  We are very sorry to hear about the trouble that you experienced with your SpotHero reservation. The last thing we ever want is for one of our drivers to be towed. We took a look in our system and do see that a supervisor has followed up with you directly with a resolution to this matter. If you need further assistance or have any questions or additional comments, don't hesitate to reach back out to our Customer Hero team at ************* or ************************************************************. 

• Initial Complaint

  Date:03/13/2025

  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.

  Booked a parking spot through SpotHero on a per-month basis. We are now 2 weeks into March, and I have not been able to use my spot a total of 3 days due to someone else being parked in it. When I contact support, they simply give me the runaround, claiming they will investigate and follow up (follow-up never comes; I have had to proactively reach out to customer support on each occasion). I asked for a refund for the days I was unable to use their service, and my entire reservation was cancelled instead. It would be very nice if this business had a way to ensure no one takes your spot or, at the very least, have a tow service available to call when issues like this arise. I am going to reach out to request a refund for another day I was unable to use my parking spot, but I'm less than impressed with how they handle customer care.

  

  Business Response

  Date: 03/25/2025

  We are so sorry for the trouble that you experienced redeeming your monthly spot! We took a look in our system and see that a supervisor has followed up with you directly with a resolution to this matter. We're so glad! If you need further assistance, don't hesitate to reach back out to ************* or ***********************************

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will note that I was the one who had to reach out to a supervisor for a resolution, and not the other way around. 
  
  Sincerely,
  
  V Noble

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the night of 2/24/25 I drove my 83 yo elderly mom to ********** to check into a hotel. To avoid making her walk too much, I got a SpotHero rental for a garage around the corner of the hotel. She was to wait for me in the lobby while I took the car to the garage. I thought I'd be ***** mins until I would reunite with my elderly mother. NO. Due to the fraudulent nature of the garage facility+SH, she had to wait nearly 1 hour while I tried to 1)Reason with the attendant to let me park at the facility, then 2)Find alternative parking. The attendant was very very rude, wouldn't let me enter the facility saying that it wasn't in the right lot + pointing to a sign on the wall with a different address as "confirmation" that I was in the wrong place. He then pointed down the street to the "right" garage. There was literally NO OTHER GARAGE ON THE BLOCK. He lied. The pix provided by SH of the facility+GPS said I was in the right place. I drove around in the dark in an unfamiliar area trying to find parking+worrying about my mother who was left alone wondering where I was since I said I'd be right back. I even returned to the garage a second time to try to plead+reason with the attendant. He was annoyed I interrupted his dinner, said I needed to speak to the manager. I asked to do so. He replied he was in the Bronx with his family + he didn't know when he'd be back. He wouldn't even call the manager for me so we could try to resolve the confusion. I ultimately had to park on the city streets hoping I wouldn't get a ticket + walked all the way back to the hotel in the dark to my visibly upset mom. I reached out to SHs contact ******************************** to request a refund on 2/25/25. No reply to email. On hold indefinitely by phone. This is FRAUDULENT+DANGEROUS. As a female, I'm only grateful that no harm came me or my mom while I was driving in the dark searching for parking. I MUST be refunded as the service was never provided. 2nd issue w/ SH+very bad one. Won't use ever again.

  

  Business Response

  Date: 03/25/2025

  We're very sorry to hear that you were not able to park in your reserved spot and for any confusion you experienced trying to resolve this matter. So you are aware, while ***** is a SpotHero employee, he is not part of our Customer Hero team and is not the best point of contact for this matter, we apologize if that was not clear. Regardless, we have passed these details along to our Customer Hero team and asked them to follow up with the email address on file for that reservation, you can expect to hear from them shortly. In the future if you need any kind of assistance, you can contact them directly at ************* or ***********************************

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation at a parking garage in ************* located at **************. The reservation was for March 1, 2025. Using the 'Navigate' button within the Spot Hero app I followed the directions provided which took me to the incorrect location at ************** By the time I noticed the incorrect location the reservation time had already started and I was unable to cancel the reservation. Due to other time constraints I was not able to go to the correct location. Driving to the correct garage would have taken over 30 minutes in the traffic in *** at the time. I contacted SpotHero via their online support page and was not offered a refund but only a $5 credit. Please refund the full amount and update this garage to direct to the correct location.

  

  Business Response

  Date: 03/18/2025

  We apologize for any trouble or confusion you experienced. We have asked a member of our Customer Hero team to review this and follow up with the email address on file for that reservation. They will reach out as soon as possible. In the future if you need assistance you can contact them directly at ************* or ***********************************

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/04/2025

  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 reserved a parking spot for February 19, 2025 until February 20, 2025 with SpotHero. The website stated "FREE SHUTTLE" to the airport. When I arrived, I was charged $23.40 for the shuttle. I want them to refund me , because the shuttle was listed as free.

  

  Business Response

  Date: 03/18/2025

  We're very sorry to hear about the trouble that you experienced with your SpotHero reservation. We took a look in our system and see that a member of our Customer Hero team has already followed with you directly with a resolution to this matter. If you need further assistance, don't hesitate to reach back out to them at ************* or ***********************************

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23018414
  
  I am rejecting this response because: I want a refund . They only gave a credit on my account that expires in a year. I do not know that i ever will use their services again to use the credit.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/25/2025

  We apologize for the trouble. We are not able to issue a refund for funds that we did not receive directly, we are sorry if that was not clear. Regardless, we have asked a supervisor to review this matter and follow up via the email address on file for that reservation. You can expect to hear from them shortly.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23018414
  
  I am rejecting this response because: I went to your website to make the reservation, and on your website, it stated "free shuttle".

  If you arrange a refund from the parking facility, then i will accept your response. But, if you pass the responsibility to someone else, this is not fare 
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help.
  
  I just received a refund check from spot hero. 
  Please **** this issue as RESOLVED!
  
  A *********
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident occurred on 2/21 at 1:30pm.I used SpotHero to book and reserve a parking spot in ******, **. I parked my car at 7:30am and upon return to my car during a lunch break, my car was not there and found out it had been towed. I reached out to SpotHero who ensured me that they would do an investigation. I provided all evidence that I had and in return they dishonestly sent me back a photoshopped photo of my car parked in a different spot and claimed it had been towed because I did not follow the parking directions.I then called their corporate office to discuss this matter and they do not allow their customers to speak directly with the supervisors who make the final decision on submitted claims. Ive asked them to provide me with the contact information for the owner of the parking spot so that I can follow up on why I was towed and they refuse to share the information with **** ended up having to pay $240 out of pocket for this towing ordeal. They added a credit to my account of $50 for the frustration that this situation may have caused Me but I would like to take further action due to the dishonesty and negligence of listing a parking spot that in the city of ******- is considered private property and is not allowed to be rented out and is still somehow listed on their site. In hopes of preventing this happening to anyone else, getting the listing removed, and being reimbursed for the fee I have incurred- I am hoping this complaint will be followed up in and escalated.*** in the evidence below I have submitted two photos of my car missing from the spot it was parked in when I had arrived to it. I have also attached the photoshopped photo that they sent to me multiple days later of my car being in the next spot over. But what you also see in my photos is that another car was parked there. You can see that my car looks distorted and smaller than the black car when I drive an SUV. Its all a lie**

  

  Business Response

  Date: 03/18/2025

  We're very sorry for the trouble that you experienced with your SpotHero reservation. The last thing we ever want is for one of our drivers to be towed. SpotHero is not able to provide full support via the Better Business Bureau, so we have passed these details along to our Customer Hero team and asked a supervisor to review this matter. They will follow up with you directly as soon as possible.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23017370
  
  I am rejecting this response because the business continues to lie and say that I was parked in the wrong spot and have falsified photos to avoid refunding me my towing fee. This business also continues to list the parking spot rent on their app and they are not legal allowed to rent the spot out since it is private property. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/26/2025

  We're sorry again for any confusion. We took a look in our system and see that a supervisor has followed up with you further about this matter. As previously stated, SpotHero has confirmed with the spot owners, our partners, as well as the towing company that the car was parked in the wrong spot at the time it was towed, we apologize if anything was unclear. 
  If you have questions or need further assistance with this matter, please contact SpotHero directly at ************* or *********************************** The Better Business Bureau does not intervene on customer complaints, but rather submits them directly to the business in question, and SpotHero is not able to provide further support on this matter via this platform. Best wishes.