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

• 

  Parking Panda Corp

  1121 Marshall St Baltimore, MD 21230-4200

• 

  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:01/23/2025

  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 reserved a parking spot using the Spothero website. several weeks after the reservation, i received a parking ticket in the mail stating that my car was parked on the sidewalk (when it was supposed to be in the parking garage). I reached out to spothero 4 times. they kept saying they would escalate it to a manager and i would receive a response within ***** hours. they never got back to me. They were extremely difficult to deal with. I initially reached out to then on Dec 31, and the issue is still not resolved

  

  Business Response

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/21/2025

  Type:Billing 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 an Uncovered Parking space from The Parking Spot, via the Spot Hero app. I received a discount using Spot Hero. On December 27th, there were no free spaces available. After going around the lot multiple times, I had to take a space in Covered Parking. This required me to make an additional $26 payment to exit the lot after my trip. I want that $26 deposited back to me instead of the credit they are offering. I will not be using the Spot Hero services again.

  

  Business Response

  Date: 01/28/2025

  We're very sorry for the trouble! SpotHero is a third-party reservation platform and unfortunately is not able to issue a refund to the original method of payment for funds that we did not receive directly. As the fee to exit the facility was paid to the lot directly, a credit was issued to your SpotHero account in this case. We do apologize for any confusion. If you have any questions or need further assistance, feel free to reach back out to our Customer Hero team directly at ************* or ***********************************

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22838300
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/28/2025

  This business did not provide the service I paid for. I also had to pay more money to fix the problem. I want my account closed and a check mailed to me for $26.90. 
  

  you are all allowing this business to steal from me. I reject a credit. 

  

  Business Response

  Date: 02/04/2025

  We're sorry for any confusion: so you are aware, the Better Business Bureau does not handle business complaints directly, but rather passes them on to the businesses to follow up. While SpotHero does respond to complaints via the Better Business Bureau, we are not able to provide full support via this platform. We apologize again if that was unclear. We have passed these details along to a supervisor and asked them to review this matter and follow up with the email address on file for your reservation, you can expect to hear from them shortly. In the future if you need assistance, you can give them a call at *************.

• Initial Complaint

  Date:01/10/2025

  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 made a reservation on January 2nd, Rental ID: ********, but it was not accepted at the entrance of the parking lot. Unlike my previous reservation at the same parking lot, I did not receive a QR code. Additionally, contrary to Spothero's parking instructions, there was no valet at the entrance to process my reservation. As a result, I had to take a ticket and pay for the parking myself.I have called SpotHero multiple times, but none of my calls were answered. I have also sent two messages (Case #******** and Case #********) but have yet to receive a response from the SpotHero support team. Since I have been unable to reach them through their official contact channels, I am reaching out again via BBB.I request a full refund for my order.  

  

  Business Response

  Date: 01/21/2025

  We're so sorry that you weren't able to redeem your SpotHero reservation and for any delay resolving this for you! We took a look in our system and do see that a member of our Customer Hero team has since followed up with you directly about this matter. We're so glad! If you need any further assistance feel free to reach back out to them directly at ************* or ***********************************

  Customer Answer

  Date: 01/23/2025

   
  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,
  
  ********* Ma

• Initial Complaint

  Date:12/28/2024

  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.

  Today, Saturday, December 28th I took my wife to see a show that I booked on October 12, 2024. On the same date, I reserved a parking spot through your company. Two and one half months prior. The location was ****************************. Upon arrival, I was met at the entrance of the garage and was informed they had no more spaces. I told him my dilemma that we had tickets to see the show as a gift for my wife. His solution was for me to contact you to get the fee I paid for the parking. I spent ************************** traffic looking for another garage. ***, unfortunately my wife who is dealing with medical issues experienced a great deal of anxiety as a result of this and we missed the first part of the show. I finally found a garage, 250 W 50th away with the same company name "ICON" as the original reservation. They did not honor my original reservation despite being the same company and was charged $69.32 Credit Card *****. I trusted you and was let down.

  

  Business Response

  Date: 01/06/2025

  We are so sorry that you were not able to park in your reserved space! We took a look in our system and do see that a member of our Customer Hero team has followed up with you directly to assist you with 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 *************.

• Initial Complaint

  Date:12/25/2024

  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.

  Hello,SpotHero promised to provide me with a parking spot in ******** at the ************ - ************ (*************************) on Dec 23, 2024 from 2:30 pm till 10:30 pm for USD *****. When I got to the parking garage, they said there is no space there. I tried calling SpotHero on the phone to help but I was put on hold for a long time. Date of Transaction: Dec ******* Amount: USD ***** Confirmation number / Rental ID: ******** I sent a complaint in the SpotHero app to get my money back but never received a response. I want a full refund.Please help ASAP.Thanks. 

  

  Business Response

  Date: 01/06/2025

  We are so sorry to hear about the trouble you experienced with your SpotHero reservation! We took a look in our system and do see that a member of our Customer Hero team helped you resolve this matter, we're so glad! If you need further assistance don't hesitate to reach back out to them at ********************************** or *************.

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  Hatem Elmanawy

• Initial Complaint

  Date:12/17/2024

  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.

  This service is a scam because its a complete waste of time and money. Both times I attempted to use spot hero this year were a disaster. The first time it was impossible to find the garage at the address provided. They reluctantly agreed to give me a credit back. Today I planned to go into the city again and used the credit, plus I ended up paying a little extra. This time the lot attendant simply would not let me enter the lot due to the poor design of the parking lot which had one lane for incoming and outgoing cars. I sat outside the lot for 20 minutes and was not allowed to enter. The attendants only suggestion was that I leave my car on the street double parked, but I was not going to do that and risk getting a ticket or towed. The attendants were unorganized and running around everywhere, its not like they were actually going to keep an eye on my car double parked in the street. I wasnt even in front of the lot because the attendant forced me to pull over a few yards past the entrance of the garage despite my repeated protests. The attendants were completely unprofessional and rude towards me. I would have been much better off finding parking on my own without spot hero. The lot was *********************************. Spot hero should not be advertising and selling spots at a garage that customers cannot enter due to the lots poor design. The experience ruined my night, I will never bother with spot hero again.    

  Customer Answer

  Date: 12/23/2024

  Hi, please find my proof of purchase attached. Thank you

  

  Business Response

  Date: 12/31/2024

  We are very sorry for the trouble that you experienced with your reservations. We were able to locate your reservation details in our system and do see that a member of our Customer Hero team has already followed up with you to help resolve this matter. If you need further assistance, don't hesitate to reach back out to them directly at ************* or ***********************************

  Customer Answer

  Date: 01/07/2025

   
  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:12/11/2024

  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 December 11, 2024, at 7:30am I attempted to enter the parking lot located at ************** for a reservation that I paid for the night before in the amount of $19.04. Once I arrived and scanned my code the error message repeated that no car was present, and I was sitting in my vehicle. I called the parking lot attendant line no help and no response and this issue proceeded for the next 25 minutes until I was forced to retrieve a ticket and enter the parking lot because I had an appointment at 8:30am. I called the number provided for help and assistance which they informed me that there was nothing they could do, I would just have to pay the amount from the ticket and email them and they would send it to their higher *** to see if they can refund my money. That is completely unacceptable when this application constantly has issues like this, there should be a more efficient way of receiving a refund no matter how big or small they consider the amount to be. I would like a full refund due to me having to pay twice for parking that I took time out, reserved and paid for prior to my arrival on the set date. I feel like the company and the application need to do better for their consumers.

  

  Business Response

  Date: 12/17/2024

  We're very sorry for the trouble you experienced. We took a look in our system and see that you were able to get this matter resolved with our on-site operating partners. We're so glad! 

  So you are aware moving forward, SpotHero reservations are active when you enter after the start time on your Parking Pass and leave before the end time, otherwise you are subject to pay the garage rate for the extra time, or you may not be able to scan in at all. We took a look at the reservation details, and it appears you were trying to scan into the garage before your reservation start time, which is likely why you were having issues with the equipment. We're sorry if that was not clear.

  If you have any questions or need any additional assistance, feel free to reach out to ************************************************************.

• Initial Complaint

  Date:11/20/2024

  Type:Billing 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 June 18, 2024 I was taking a train from ********* and needed to park my car. I went online and booked a parking spot with SpotHero at *********************** for a red Chevrolet Impala, License ******, from 1pm on 6/18 to 3pm June 24 -- the charge $64.62. The afternoon of 6/17 I had not received a confirmation which I needed to display in my car. Since I thought the first reservation was not received, I went back online and reserved another parking spot: Chevrolet Impala, same license, from 1pm on 6/18 to 4pm on June 24 -- charge $65.15. I received a confirmation which I placed in vehicle on 6/18. In July my credit card statement showed two charges from SpotHero: $64.62 and $65.15. I contacted SpotHero - no reply. I then filed a dispute with credit card for return of unused/duplicate charge of $64.62. Credit card reversed charge and asked me to fill out forms which I sent in; unfortunately the forms were never received by credit card company so they reversed the reversal. I then again contacted SpotHero. They acknowledge that the $64.62 is duplicate (charged twice for same car/license/time frame) but said since credit card company denied my claim they're able to keep the $64.62. I told them the credit card only took back the reversal was because my forms were not received -- which I requested to refile. Apparently SpotHero thinks that even though they have knowledge of the extra charge which they know they are not entitled to, they can keep it. I paid a total of $129.77 for a parking spot which should have only been $65.15.

  

  Business Response

  Date: 11/26/2024

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

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 bought airport parking online. The information said that Spot hero would valet park my car near the airport. it had specific instructions that said it was 24/7. the instructions said to call 15 minutes before drop off and pickup so they will be waiting for you. when i dropped off my car i informed that my flight would be in after midnight and the valet confirmed that they will answer the same number 24 hours. my flight arrived before 1am. it is 3 am. i have been calling constantly, no answer. left messages with their answering service. they have my car and key. i am stranded at the airport in the middle of the night and i'm supposed to drive to work in the morning. i need my car. i need a full refund and further compensation. this is not a safe neighborhood. i'm terrified and crying my eyes out. i cant believe this happened to me. both their website and the verbal confirmation said they would answer the phone anytime. i don't know when theyre going to call me back.

  

  Business Response

  Date: 11/19/2024

  We are so sorry to hear about the issues that you experienced with our on-site operating partners. We took a look in our system based on the details provided and see that this has been escalated to a supervisor. They will review this and follow up with you directly as soon as possible.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22543805
  
  I am rejecting this response because:
  

  SpotHero customer service has not offered me an acceptable resolution yet.

  Please think about what you would expect if your daughter paid for valet airport parking and when she returned the the airport at midnight, Spothero had no one to answer the phone, had her car and car key and she was stranded alone in *************** next to the airport on a cold November night. 

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

  

  Business Response

  Date: 11/26/2024

  We are very sorry again. We do take reports like this very seriously and always reach out to our on-site operating partners to ensure that on-site issues do not continue. We will do our very best to ensure that your experience was the exception.

  As previously stated, this matter is being investigated by a supervisor, they will follow up with you directly as soon as possible. So you are aware, while SpotHero does respond to complaints submitted via the Better Business Bureau, we are unable to provide full support via this platform. If you have any questions in the meantime, you can reach out to our Customer Hero team directly at ************* or *********************************** they are available 6 a.m.-11 p.m. CT 7 days a week. 

• Initial Complaint

  Date:10/29/2024

  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 parking space for $100.80 on October 16th for Oct 17, 2:00PM via SpotHero at the location of *********************************************** (********************). This guaranteed a spot ahead of time since I had a very important work event at ************************. Upon arrival the car attendants told me they had no more spots and couldn't honor my paid reservation not only making me late to my event but forcing me to have to deal with SpotHero's violation of service: they refuse to give me a full refund for services that they did not honor. Instead asking a circular question of where did I park and to send them the bill. I do not care to send them any info or bill of where I parked, but instead receive the full refund of $100.80 for services that were never provided. They roped me into a lie and then refuse to give me a refund, at this point I consider it theft.

  

  Business Response

  Date: 11/12/2024

  We're very sorry for the trouble and confusion that you experienced! You should not be turned away with a valid SpotHero reservation, and we certainly want to follow up with our on-site operating partners to ensure this does not continue. A receipt is not required to issue a refund, we request documentation when things do not go according to plan as it better enables us to follow up on issues, as well as ensure that drivers are reimbursed appropriately. We apologize if that was not clear! Regardless, we have asked a member of our Customer Hero team to review this and follow up with the email address on file for your reservation, you can expect to hear from them shortly.

  Customer Answer

  Date: 11/17/2024

   
  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,
  
  ****** *****