Complaints
This profile includes complaints for Premium Parking Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 352 total complaints in the last 3 years.
- 123 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2024
Type: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 9/18/2024 while visiting a small bay town in *** I found a sweet little parking lot that said parking. It was not posted paid parking. The lot was overgrown and had no signs of being a private lot. A few hours later I leave. To my suprise 2 weeks later I receive a ticket in the mail. Ticket # *******. I am 65 years old and have never had a parking ticket and certainly would not attempt to steal services. I realise that this is a money maker for the business but I suggest they correct their sign to read Paid Parking in order to avoid litigation. I am more than happy to pay for the parking but feel like the company is taking advantage of a very busy area with lots of out of town guest.Customer Answer
Date: 10/03/2024
if you open the attached filr you will find photos of the ticket.Customer Answer
Date: 10/04/2024
Attached is file with photo
Business Response
Date: 10/07/2024
Thank you for submitting your concern. We have reviewed the location and there are signs in both the corners and in the middle of the backside of the lot. We have decided to void this one invoice for you. If you ever need help or have any questions, please reach out to us at 844.236.2011 option 1. Thank you for your patience and please disregard anything you get in the mail over the next couple days, as reminder notices are mailed out.Initial Complaint
Date:09/25/2024
Type: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 09/21/24 I parked my car in a lot outside of business I have frequented several times. I noticed immediately several parking signs I had not seen before. In bold print, the signs read "Free Visitor Parking" and in a similarly bold print it reads "All others must pay". Since I was visiting the business (Golden Goose), I went in the business with the assumption I met the requirement to park for free. A little less than two hours later, I exited the business to discover my car had been booted by Premium Parking. Immediately, I went up to the signage to view it more closely and noted in a much smaller font it indicates that visitors must register their vehicles and validate at one of the businesses sharing the lot. The towing company required that I pay $160.98 ($100 boot fee + $48.71 unpaid parking fee + $12.27 in taxes) immediately to release the boot on my car. I paid the $160 fee and my car was released, with an assurance from Premium Parking that I could file an appeal to receive a refund with a receipt from the businesses showing I patronized the business. It is also noted Premium Parking uses video surveillance in the lot that could be reviewed to show I only visited the business that uses the lot and did not leave the business for the duration I was parked. I submitted my appeal as instructed on 09/23/24, attaching the receipt from Golden Goose as evidence. The next day on 09/24/24 I received notification my appeal was denied citing the "smaller" instructions on the sign regarding validation, as "adequate". The denial description went on to claim Premium Parking has no record of us paying at all. I attempted to send evidence of the $160 payment, but their website doesn't allow for follow-up after a decision has been made on an appeal. Unfortunately, I am now out-of-pocket $160 with no recourse having provided evidence supporting that I patronized the business as a visitor. I would expect a refund of the 'Unpaid Parking Fee' of $48.71 given the evidence.Business Response
Date: 09/25/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. We have decided to make a one time exception and refund your immobilization. In the future, please contact us if you have any questions regarding payment of specific location questions. ************** or ********************************************************************************************************. Please allow 3-5 business days for the refund to process.Initial Complaint
Date:09/23/2024
Type: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 received a parking violation for being in the lot for 17 minutes. We did not park. We emailed a request for it be reviewed. Upon review the business and I agreed to compromise for a $20.00 fee. I had to wait 3 days for their system to update. Ill be honest, I forgot. Most people would. I didnt receive an updated invoice or any notice that it was completed. I received a notice later with the original violation charge and a late fee that was DOUBLE the amount of the agreement (*****). I called on 9/3 and 9/17 to discuss this concern to come to a resolution and they failed to return my calls. I have now received another notice with the *****, plus another ***** fee. I did my due diligence to rectify the issue but the company is not willing to correspond with me. I would like to go back to the original agreement and the bill will be paid in full.Business Response
Date: 09/25/2024
Thank you for submitting this concern. We apologize for the inconvenience and are looking to resolve this issue for you. We have honored your request and we have lowered the invoice to the minimum of $15.00. If you need any help in the future, please either contact support at ************ or email us at ********************************************************************************************************. We thank you for your time and understanding in this matter.Initial Complaint
Date:09/19/2024
Type: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 - from 7/3 to 7/6 my ******** stayed at the *******************. We set up & paid for parking through Marriott, as shown on the attached receipt. However we subsequently received three unpaid parking invoices for those days.Since we had already paid for parking we submitted an appeal through the designated process. The appeals were submitted on 8/2 (for invoice ********) and 8/23 (for ******** & ********). During the appeal process it was stated that "Our local management team is reviewing and you will receive a response, via email, within 72 business hours.", however it's 9/18 and no response has been given. Proof of the appeals & pending decision are also attached. It seems their plan is to slow walk the appeals process and threaten to send you to collections so that you'll pay anyway.Therefore, due to the fact that parking was in fact paid for and the unacceptable conduct of the appeals process, I am respectfully requesting that the parking tickets be voided. Thank you.Business Response
Date: 09/20/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. Your dispute was approved yesterday and the invoices are officially voided. Please allow 3-5 business days to reflect the void. Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out. We appreciate you and we will make this right!Initial Complaint
Date:09/19/2024
Type: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 Friday, 8/30/24, I entered the near-empty LotP2811 on the *****************************************************************. I parked and immediately paid at 6:08 PM for 3 hours of parking at a reasonable rate of $8.32. I met friends for dinner and we were held captive waiting for our checks for over thirty minutes due to the crowds. I hastily returned to my vehicle at approximately 9:20 PM, defrosted my foggy windows until the vehicle was safe to operate, and opened my maps app to guide me before leaving the lot at 9:24 PM. We had a wonderful time, minus the waiting game stress, and vowed to return with our local friends soon. I admit that I was over time by 12 minutes. Today, 9/18/24, I received a sudden notice that I must pay $68 in less than 2 weeks time due to the offense of "Over Grace." **** inspection of your site, I was informed that the "Grace ******* allotted is *********************************************** any terms/conditions that I signed that this "Grace ******* refers to the time EXITING the lot rather than RETURNING to the vehicle. $68 for an extra few minutes sitting in my vehicle to ensure that it was SAFE to operate is unreasonable, especially considering your website does not specify the "ticket amount" or "unpaid parking fee" amounts. This is misleading and I request that the "Grace ******* be honored based on the time of 9:20 PM that I returned to my vehicle. I entered a dispute on your website and was informed that I would be contacted within 72 business hours. That equates to 9 full business days, putting the maximum time of response into October; the fee schedule listed on the invoice, however, demands that I pay prior to 9/29/24, or the cost will increase to $108. How can anyone be reasonably expected to pay before they've likely even heard back from your company regarding the state of a dispute?License plate# of GA *******. Ticket Invoice #********Business Response
Date: 09/24/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you. Please allow 3-5 business days to reflect the void. Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out. We appreciate you and we will make this right!Initial Complaint
Date:09/10/2024
Type: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 8/28/24 I received a parking ticket on the windshield of my car for 68.00. Iwas parked behind the Lockspot cafe and we went into the cafe to have lunch. This ticket placed on my windshield at 11:19 am that is 19 minutes after I parked in a legal parking spot that wasn’t marked with paid parking, no parking number, pay box or parking attendant or meter or sign. I was with my daughter and husband and we all verified that it was not a parking to pay. The Lockspot cafe address **** ** ***** *** ******* *** I am very upset about this ticket. I’ve never received a parking ticket in my life. I lived in Wa state most of my life and I know what to do and look for when parking. I feel this is a fraud absolutely and this company just waiting for someone to park on this street along the railroad tracks. These spots look to be on a street and not private property. I since have read other complaints on internet that this company pulls these stunts. I am not wanting to pay this ticket and want this company on notice.Business Response
Date: 09/11/2024
We apologize for
the inconvenience and frustration you experienced at our parking facility. We
understand your concerns and we take such matters very seriously. We value your
feedback and we are researching the issues you raised. We are
committed to providing a positive parking experience for all our customers. In
hopes of changing this experience, we have decided to void this invoice for
you. Please note that this is a one time exception. Please see the signage picture attached. If you need any help paying for parking in the future please contact us at ###-###-####.Customer Answer
Date: 09/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22267038, and find that this resolution is satisfactory to me.
Regards,
***** *******Initial Complaint
Date:09/09/2024
Type: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 received a "citation" in the mail from what looks like the enforcement department of the city of ********* on 9/6/24. Upon further inspection and research, it is from a private company called Premium Parking Services, with an official-looking seal that reads "Enforcement Department, Municipal Parking Services." The citation is asking for $70 for an unpaid parking ticket. It also included a fee schedule that says I will pay $50 if I pay the ticket before 8/13/24, and $70 if I pay before 9/12/24. This is the first time I received the citation, so I don't know how I could have paid before 8/13. As per the citation, I parked on Lot P2345 in ********* on a Sunday, July 14, 1:28pm and exited without paying. Ticket number ********. I do recall parking in the lot, and also being confused as there were no attendants, no meters and no gates for me to pay a parking fee to. If there were signs posted, I didn't notice them. I am not local to ********* and rarely visit, and in my county in ******** (**********), such parking garages are free on the weekends. I assumed the same was true of this lot as there were no visible ways for me to pay. This was also my first time to park in this garage. I was hoping to appeal this "citation" so I can pay for the actual parking fee minus the late fees, but the site I was directed to was asking me for a ridiculous amount of personally identifiable information such as my address, email and phone number. No privacy policy was posted on that page either. There was also no number to call. How a private company is able to obtain my mailing address without my consent, and then be allowed to collect more personal information on their site, is dubious. I am happy to pay the parking fee for the hours I spent in the garage (1 hour 50 mins by the "citation"), without the fees. An individual should not have to provide all these personal information just to pay a parking ticket from a private company posing to look like an official government entity.Customer Answer
Date: 09/09/2024
Please find attached the citation with my plate number. Thanks.Business Response
Date: 09/10/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you. Please allow 3-5 business days to reflect the void. Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out. We appreciate you and we will make this right!Initial Complaint
Date:09/05/2024
Type: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 19th, 2024 I parked at garage #P3054 ********************************************. I paid for parking but accidentally entered the wrong plate number, so I received a ticket for $60. When I reached out to address the issue and explain what happened, they denied my appeal, not because of payment, but because I had parked 38 extra minutes on top of my 2 hour payment, which I extended through the app. Even if I hadnt extended my time, being charged $60 for 38 minutes is egregious. Now they say the decision is final and I cant appeal again.Customer Answer
Date: 09/05/2024
Attached are the original parking ticket and email response denying my appeal.Customer Answer
Date: 09/05/2024
Attached (I'm pretty sure) are two pictures - one of the original ticket I received and the other of the response from the business denying my claim.Business Response
Date: 09/06/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you. Please allow 3-5 business days to reflect the void. Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out. We appreciate you and we will make this right!Initial Complaint
Date:09/04/2024
Type: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.
Company is using extortion practices to get more money than should be paid.Customer Answer
Date: 09/04/2024
Please see attached that I contestBusiness Response
Date: 09/06/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of changing this experience, we have decided to void this invoice for you. Please allow 3-5 business days to reflect the void. Please disregard anything you get in the mail over the next 3-5 business days, as reminder notices are sent out. We appreciate you and we will make this right!Initial Complaint
Date:08/30/2024
Type: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 received a ticket in the mail on Aug 27, 2024 for $98. (1st time ever receiving this) Saying we got a violation on 5/8/2024 @ ************************************* The violation is $58 if you pay before 6/7/2024 and $98 if you pay after 6/7/2024. You can't mail a ticket 3 MONTHS later and expect to collect late fees. How am I supposed to pay to pay a ticket if I NEVER received it. You need to readjust the price or void this ticket completely. That is not right, that is not how business should be conducted. It is also threating to be referred to collections if not paid in 90 days. You mailed it to me 90+ days later!!!!Customer Answer
Date: 08/30/2024
HELLO, OUR LICENSE PLATE #******Business Response
Date: 09/04/2024
We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. In hopes of earning your business again we lowered your invoice to the minimum fee of $15.00. Thank you for your understanding and patience.
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