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:03/04/2025

  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.

• Initial Complaint

  Date:03/02/2025

  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 21 Feb, my family and I went to *********** for vacation. We reserved parking as it was Mardi Gras season and parking is difficult to find. When we arrived to our SpotHero parking area, the attendant refused us, stating they were at capacity and were no longer accepting SpotHero. We drove around in heavy traffic in the French quarter for an hour and were unable to find an alternate parking location, so decided to leave the Quarter to check into our hotel and return later to hopefully find parking. I called SpotHero customer service once we were out of the traffic about an hour after being denied and was scolded I didn't call at the time of refusal. I told her I was driving in heavy traffic and trying to find another location for my family. It was a 6 hour drive and the 7 of us were tired and hungry. The last thing on my mind was to call SpotHero to resolve a dispute when we were being refused. Upon returning to the **************, we found an additional lot to park in, but our sight seeing time on the first day of our vacation was cut short due to this reservation not being honored. I have been emailing the company since 21 Feb, providing parking receipt in the other lot for that day and a detailed explanation of events that day as requested and still have not been able to reach resolution.

  

  Business Response

  Date: 03/11/2025

  We're very sorry for the trouble that you experienced with your SpotHero reservation! We took a look in our system and see that your reservation has been fully refunded. If you need further assistance with this matter, don't hesitate to reach back out to our Customer Hero team at *************.

• Initial Complaint

  Date:02/27/2025

  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.

  This is an unscrupulous app that claims to offer discounted parking at local garages and venues. I downloaded the app and made a reservation. I paid $12.00 for this service. I was allowed into the garage with the reservation, however, when I tried to leave, the attendant informed me the garage does not honor Spot Hero reservations. I had to pay $48.00 directly to the attendant to exit the garage. Spot Hero provides a support hotline, but no one answers it. I called the number a dozen times with no luck. I sent several emails. They did not respond until days later. They finally responded and asked me for a credit card statement, which I supplied. Then, days later once again, they asked me for more information. I am out $60.00 because of this scam operation. I am not playing this game any longer. They will either refund my money immediately, or I will take the matter to small claims court and seek damages. No legitimate company would behave this way or communicate like this.

  

  Business Response

  Date: 03/11/2025

  We're sorry for the trouble that you experienced with your reservation. You should not have to pay twice with a valid reservation. We took a look in our system and do see that your reservation has been fully refunded to your original method of payment, and that a SpotHero credit for the price difference between the two facilities (48-12=36) was provided to further apologize for the situation. Unfortunately we are not able to issue refunds for funds that we did not receive directly. We will also be following up with our on-site operating partners to ensure that SpotHero customers are not turned away moving forward. If you need further assistance, feel free to reach back out to our Customer Hero team at *************. They are available 6 a.m.-11 p.m. CT 7 days a week.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22996425
  
  I am rejecting this response because:
  
  This company defrauded me of $60 and returned $12. This is an absurd response, and it is entirely unacceptable. I will resolve the matter in Small Claims Court in ************

  Sincerely,

  
  **** *****

  

  Business Response

  Date: 03/18/2025

  We're sorry again. While SpotHero does respond to complaints submitted via the Better Business Bureau, we are not able to provide full support via this platform. We apologize if that was not clear. We have passed these details along to our management team to review this matter, they will follow up with you directly as soon as possible.

• Initial Complaint

  Date:02/05/2025

  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.

  On 02/03/25 I reserved monthly parking for a local lot. Spot hero confirmed the order and charged me 36$ for this. I believed this meant the parking was safe to park at so parked on the 4th and 5th before recieving information that spothero is not recognized by this lot. I reached out to their support team for a resolution and was transfered twice before speaking to a representitive who claimed there was no other lots in the area. After some discussion I asked for and was told I would get a refund for the amount. There was a additional offer of a 5$ credit however I expressed that after nearly getting towed I no longer wished to use spot hero. I was then sent an email that the case was resolved and was given 5$ in spothero cash.This was an awful experience and I am extremely upset with it at this point as I feel there is a disconnect between what I was told and what I recieved at two points during this transaction.

  

  Business Response

  Date: 02/20/2025

  We're very sorry you had trouble with your reservation! We took a look in our system and see that a member of our Customer Hero team has followed up with you directly with a resolution to this matter, we're so glad! If you need further assistance or have any questions, feel free to reach out to them directly at ************* or ***********************************

  Customer Answer

  Date: 02/21/2025

   
  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:02/03/2025

  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 purchased a monthly parking pass for $412 through SpotHero but accidentally selected the wrong dates. I realized the mistake immediately and emailed them right away to cancel it. I received no response for two days. Over the weekend, I also tried calling multiple times but couldnt get anyone on the line since their support wasnt available.On the third day, I finally reached a representative who assured me that I would receive a full refundbut only as a credit in the app. I explained that I needed the money back in my bank account, as thats where I paid from and I needed it for my bills. The representative then told me that if I wanted the money refunded to my bank, they would deduct a $45 fee and return the rest.This is completely unreasonable. I reached out immediately to cancel, and the delay was on their end, not mine. I was forced to wait for support to respond, and by the time I got through, I was penalized with a $45 fee just to get my own money back. This is a terrible business practice. SpotHero should not be charging customers for their own delayed response time. I would not recommend using their service.

  

  Business Response

  Date: 02/12/2025

  We are very sorry for the trouble and confusion that you experienced! We have asked a member of our Customer Hero team to review this matter and follow up with you directly via email, you can expect to hear from them shortly.

• Initial Complaint

  Date:02/01/2025

  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.

  Sat 1/25 registered spot hero parking app. Put a bid in for a parking spot and the app indicated that I was able to have the parking spot for the amount in question but when I went to accept it, the app indicated that the parking space was no longer available. I was furious because it barely gave me a chance to take the spot. Then I was charged for the spot that I did not get. Crazy & Not fair at all!   

  

  Business Response

  Date: 02/12/2025

  We are very sorry for the trouble that you experienced with your reservation. We see a member of our Customer Hero team sent an email asking for additional details on February 2, however it looks like we did not receive a reply. We have asked a member of our Customer Hero team to follow up with you again via email. Please reply at your convenience and they can assist you ASAP.

• Initial Complaint

  Date:01/31/2025

  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.

  On January 25th my husband and I bought a $10 permit to park in one of their lots to watch a play which began at 7:30. The application asks for an enter and exit time so I entered after 12:00 pm for entering and guesstimated wed be out by 10:00 pm. The show ended at 10:30 pm. Walked to the lot to find my car had been towed. This should not have happened. The permit states we can "simply leave when we are ready to go" and also on their website it says "If an event runs late, there's no need to leave early. We work with parking operators to ensure...". Called the tow company who told us our permit said we were paid up until 10:00 pm. I explained it was a flat fee and the exit time should not matter. They said they did what they were hired to do and said to get a cab to get the car out. We were so upset. We picked up our car and had to pay $353 to get it and $20 for ***** I called Spot Hero and they were not willing to budge or take responsibility. I had paid for a permit to be in that lot and according to the permit and website, I was not worrying about being towed. They told me the tow was valid because I wrote down 10:00 pm and that it did also did not qualify for parking beyond the exit time due to a specific "event". I told them how was I to know that an "event" did not include my event, which was the play.The supervisor apologized and said she would let them know they should make that clearer and offered me $100 credit to park, which I will never use. I feel I should receive a full refund for the towing expenses and **** for this misleading information that is posted on the website, not to mention the inconvenience of standing in the cold in 20 degree weather wondering what happened to my car.SpotHero has photos of receipts and the car.

  

  Business Response

  Date: 02/12/2025

  We are very sorry for any trouble or confusion that you experienced with your reservation. We have located your reservation in our system and have asked a supervisor to review this matter and and follow up via email. If you have any questions in the meantime, feel free to reach out to them directly at *************.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22884116
  
  I am rejecting this response because:  At the moment  SpotHero has offered me $250.00    I have accepted but they have not confirmed they are issuing a check.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/25/2025

  We're sorry again for the trouble. We see in our system that a check has been issued and you can expect to receive it within 4-6 weeks. If you need further assistance with this matter please reach out to us directly at ************* or *********************************** as SpotHero cannot provide full support via the Better Business Bureau.

  Customer Answer

  Date: 02/26/2025

   
  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:01/27/2025

  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 Friday, January 17, I booked parking for 24h for a rental vehicle at 1:30am through SpotHero. For the SECOND time in 365, using this company to book parking has resulted in my vehicle being towed. The *** company claimed that I did not have a booked ticket, and towed my car at 3:30am. SpotHero provided me with a $50 credit despite me having to pay $250 for towing (so $500 total in a calendar year) despite paying for parking! I have absolutely had it with this deceptive grift from SpotHero and wouldnt be surprised if the company was somehow working in cahoots with local tow companies. Booking parking should be easy and stress free, especially for a woman who travels for work, often getting home late at night. I did everything right, including standing in a rat infested dark parking garage at night to copy down the plate. To come down to a towed car and receive little to no help from the company that were forced to use for parking is ridiculous. I would like a refund for the tow amount of $250.

  

  Business Response

  Date: 02/05/2025

  We are so sorry for the trouble that you experienced with your SpotHero reservation. The last thing we want is for one of our drivers to be towed, and we always follow up with our operating partners to investigate and ensure any issues do not continue. We took a look in our system and do see that a supervisor has already followed up with you about this matter. If you have any questions or need further assistance, don't hesitate to reach back out to them at *************.

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22866109
  
  I am rejecting this response because:

  SpotHero is predatory due to the fact that they dont provide appropriate compensation for cars that are towed despite having paid receipts. SpotHero provided a $100 reimbursement to my SpotHero account instead of providing me with a full refund of the tow expense to my card, which was over $200. I believe this company works behind the scenes with towing companies and wouldnt be surprised if they were getting kickbacks.

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

  

  Business Response

  Date: 02/18/2025

  We're very sorry again for the trouble that you experienced. SpotHero is a third party reservation platform, and does not work directly with any tow companies as they are hired by the lot owner. This means that we do not contact the tow company in regards to a vehicle that may be parked on private property and the tows are not communicated to SpotHero in any way as we are not the owner of the lot. We apologize if that was not clear.

  We have asked a supervisor to review this matter in our system and follow up with you directly via email. If you have any questions in the meantime, please reach out to ********************************** or *************; while we do respond to complaints issued to the Better Business Bureau, we are not able to provide full support via this platform, and the Better Business Bureau does not intervene in these matters, but rather forwards them directly to the businesses involved.

• Initial Complaint

  Date:01/27/2025

  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.

  SpotHero sold a reservation for a parking space at ******************************************************************************. They provided a ** code for entry. The ** code did not work. I was forced to buy a parking spot on entry from the venue. I have been seeking a refund from SpotHero for weeks. Additionally, the parking lot admin has informed me that they have no relationship with SpotHero.I believe SpotHero sells fake parking reservations and holds the money for as long as possible. Online reviews of SpotHero indicate that this is not an isolated or rare incident.

  

  Business Response

  Date: 02/05/2025

  We're very sorry for the trouble and for any delay in resolving this matter for you. We took a look in our system and do see that the Customer Hero team has followed up with a resolution to this matter. We're so glad! If you have any questions or need further assistance, don't hesitate to reach back out to them at *************.

  Customer Answer

  Date: 02/06/2025

   
  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:01/24/2025

  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 1/17/25 I was sold a spot through the spot hero app, in a lot that upon arrival I was told was completely full. I had to quickly cancel the spot and book another one (all while being honked at and attempting to get myself turned around and out of a narrow parking garage) I quickly rebooked and a refund was given to me in the form of a spot hero credit. I did not want a spot hero credit. I reached out that very evening and indicated I did not want a credit. I want a refund to my original form of payment. I had to quickly rebook a spot and then the day I went to pick up my vehicle the garage charged me an oversize vehicle fee. So o am out the money I paid spot hero and the garage. I have now emailed their customer service 4 times over the course of a week and had no response nor has a refund been issued.

  

  Business Response

  Date: 02/04/2025

  We are so sorry you weren't able to park in your reserved spot! We do see that a Customer Hero has followed up to assist you further, and they are working on a resolution to this matter for you. If you have any questions or need further assistance don't hesitate to reach back out to them directly at *************.