Complaints

This profile includes complaints for Premium Parking Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premium Parking Service, LLC

  601 Poydras St Ste 1500 New Orleans, LA 70130

  
• 

  Premium Parking Service, LLC

  21 E Garden St Pensacola, FL 32502

• 

  Premium Parking Service, LLC

  101 E Government St Pensacola, FL 32501

• 

  Premium Parking

  12 W Cedar St Pensacola, FL 32501

• 

  Premium Parking

  143 E Government St Pensacola, FL 32502

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:08/28/2024

  Type:Billing 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 apparently parked in what appeared to be a public parking lot early (6 a.m) on a Saturday morning for a triathalon in ******************, **. I say apparently, because at no time was I aware that there was a charge for parking there. I could see no indication of a charge being due nor anything informing me that I would be fined for parking there. There were plenty of people parked there so I had no indication that anything was wrong... until I received a late notice in the mail. This notice arrived 15 days AFTER the payment deadline so there was already a fee tacked on to the original.The first indication I had that there was any issue with my parking was when I received a late notice 15 days after the supposed payment deadline. This notice not only informed me that there was a fee but also that I was now responsible for an additional late charge. As a result, what could have been a $22 payment has now escalated to $127, with no prior warning or opportunity to rectify the situation.I immediately went through the appeal process, explained this, and got a form denial response. There was nothing in the response that was specific to my case, nor the concerns that I brought up. I doubt very seriously that anyone even looked at my appeal.This situation is not only frustrating but also feels like a predatory practice. Had I been properly informed of the fee, I would have either parked somewhere else or paid the $22 on the spot. Instead, I am now facing an outrageous charge for something I was unaware of with no way to appeal in a meaningful way I will be sure to keep an eye out for these parking lots so I can avoid them at all costs and will be filing a complaint to the city of ****************** about this as well.

  Customer Answer

  Date: 08/28/2024

  Added a picture of the ticket I got in the mail yesterday. 

  

  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 have decided to honor your request and have lowered your invoice to the $22.00. We appreciate your understanding and if you ever have any questions or concerns around parking, please call us at ************

• Initial Complaint

  Date:08/27/2024

  Type:Billing 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.

  Dear Premium Parking Team, Hope all is well! I'm writing to formally dispute parking ticket #******** issued to me on June 20th at your P2302 location, ****************************************************** According to the rules outlined by the Premium Parking app, which clearly states a complimentary 1 hour parking limit, the time of violation should not be at 09:32 pm when I entered the garage at 09:02:34 pm. Also, having used the Premium Parking app numerous times, I am aware of the pricing structure, including the 1-hour complimentary period. Therefore, I strongly believe that $24 of unpaid parking fees plus a $65 fee is rather unjustified. Although the full amount has been paid, I'm kindly requesting a refund. My plate number is 6FD947. Many of my friends have experienced the same issue, and I'm kindly asking Premium Parking to review this matter seriously. I appreciate your time and look forward to your response.

  

  Business Response

  Date: 08/27/2024

  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 appreciate the opportunity to address your concerns and make things right. Thank you for taking the time to share your experience. Your feedback is invaluable to us as we strive to continuously improve our services. We will make this right for you!  We are going to honor your request for that refund.  This will take some time, but we are requesting this today for you.

• Initial Complaint

  Date:08/26/2024

  Type:Billing 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.

  Yesterday 8-23-2024 we had tickets to the ***** rally at ******************** in ******** **. The doors opened at 11 am. I.m a teacher so left the school at 1 pm and made it to the location just before 2 pm. The area was busy and the first parking lot I entered was for the ***********. We noticed signs you must pay. Without checking the details were scanned to pay and the payment went through for $30.99. I had only gone a few steps and some other people returned from the building where the rally took place and told me they were not letting people in, the entire area is closed. My husband still was in the car. When I got the news I went to the lady in charge of parking very close to where I parked her name is ****** and she tried to call for me to get the refund. We were told I needed to make a request on their site for the refund. I did right from my car. I wanted to make sure I did this immediately so it shows I had only about 15 minutes between the time I had parked and the time I filed for a refund due to the circumstances. I got an email with the directions to request a refund. I was denied. I was in that parking lot few minutes and noticed many people got scammed the same way I did. ******, the parking coordinator, never tried to inform people they were not letting people into the event after I told her. I saw cars keep entering the parking lot and pay the fee and after a few minutes leaving the place. This is a pure scam. I need my refund.

  

  Business Response

  Date: 08/27/2024

  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 are going to overturn the refund decision and grant you a full refund.  Thank you for your business and understanding. 

• Initial Complaint

  Date:08/20/2024

  Type:Billing 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'm a 27-year customer leasing a boat slip in the *** of ********************************* located at *****************************************************************************************. They recently turned over the enforcement of their parking lot to premium parking. As long as I've had the boat *** is allowed us to use the loading zone when unloading or offloading our boat for long trips. I received a parking invoice ******** saying that I had entered the lot and left a lot without paying. We were in the lot in the loading zone making numerous trips back and forth to our car. Premium parking got a picture of my car going into the lot and out of a lot without paying and now they sayt I have to pay $73. Besides being exorbitant amount with 1 hours parking being about $10 I have not been able to appeal or contact them. The invoice has a section on it where I can appeal the charge at enforcement-web.premiumparking.com. I've logged on to this website several times put in all the correct information including the invoice number,the license number on the car and the state and it does not recognize the invoice number and continues to come back invalid. As proof I've taken a screenshot of the websites refusal. They suggest if I don't pay it'll go up to $113 in one month and or they'll turn it over to collection. There should never been a charge or at least a way that I could refute the charge.

  Customer Answer

  Date: 08/20/2024

  Picture of original parking violation notice

  

  Business Response

  Date: 08/23/2024

  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 note going foward payment is required.  If you need help in the future our CS **** can be reached at ************ option 1 or you can email support at ********************************************************.  We can help you with payments, questions, or disputing an invoice.  Have a wonderful weekend and thank you for your submission. 

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Much like other complaints, I received a parking ticket from Premium Parking, LLC from 06/08/2024. I have proof of paying this parking fee of $27.54 through my bank account and completely recall paying this fee at the time of service. In fact, I left early and overpaid from the time I arrived. This company is claiming I entered the wrong parking info, which is false. If you review parking cameras, I parked right next to a sign that read P406. The parking ticket claims I entered P405. The address where this occurred is ***************** As you can see, this scam is happening fairly often by these complaints; I've read a few that match mine to a T. I would like this resolved ASAP. Thank you.

  Customer Answer

  Date: 08/13/2024

  Thank you.

  

  Business Response

  Date: 08/14/2024

  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:08/12/2024

  Type:Billing 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 7/13/24 at 10:48 we paid $50 to park at lot P408. At 10:57 we were booted, even though the attendant in her truck saw us paying. The problem seems that when we entered the license no. we entered LA before the numbers (to indicate the state). We called & had it corrected but still had to pay $118.11 to remove the boot. I sent in the receipt showing we paid $50. to park & showed it to the booting *** I sent in a request for a refund for the booting removal fee but was denied. Im starting to suspect a scam on innocent travelers as the person who booted us saw us paying & came back 9 min later to boot us. I understand the license no. was on a computer but common sense shows it was our number and we PAID. I appreciate you looking into this matter. We werent the only ones booted, there were several motorists trying to settle this when we were there. Thank you

  

  Business Response

  Date: 08/23/2024

  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 want to make this right for you and change your experience.  We have verified your payment info and understand how the letters were added in error. We are going to give you a refund for the amount requested.  We want to earn your business again and make this right. Please allow 5-7 business days for processing. 

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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 received a parking ticket from Premium Parking for parking at an airport while I picked up family that was flying in. They have 1 hour free parking so I thought it was odd that I received a ticket because I was pretty sure I wasnt there for nearly that long. So I go back and look at my trip logs on Life360 because my family and I use it all the time and I knew I could see my location history with timestamps. I was only at the airport for 31 minutes. No where near the 1 hour parking limit. The entry time on the ticket is showing that I arrived at 10:18pm but their flight was scheduled to land at 11 and I was running late. This coincides with Life360s report of me arriving at the airport at 11:01. The leaving time on the ticket states I left at 11:32 and this checks out exactly with the departure time on the ticket I received. I feel as though they are trying to hustle me out of $85 when Ive done nothing wrong by shifting times around thinking Ill just blindly pay. Lot #****. Ticket # ********

  Customer Answer

  Date: 08/07/2024

  Heres the requested information

  

  Business Response

  Date: 08/08/2024

  Thank you for submitting your complaint.  The camera images are very clear and cant be altered for the entrance and exit times, but we will extend this one time courtesy to void this invoice.  In the future if you are unsure or if you have any questions, please call us at ************ and we would be happy to help you.  Please disregard anything you may get in the mail over the next 5-7 business days as reminder notices are mailed out.  Thanks for your business and we hope you have a great day.  

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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 6/7/24 I parked at **********************************************************************. I am writing to formally dispute the charge associated with parking ticket MPS-********. I initially submitted an appeal and would like to continue this dispute, as I believe there has been a misunderstanding regarding the charges. On this 6/7/24, I logged onto their website and I paid $20.99 for two hours of parking. Unfortunately, I stayed an additional hour beyond my allotted time, for which I was later billed $90 in total. While I acknowledge that I lost track of time and accept responsibility for the overstay. I have attached a photo of my proof of payment, as I did not receive a receipt from the company once I paid.I initially sent an appeal to request that the $20.99 that I initially paid be deducted from the total balance. My total amount due shouldve been $69.01. I received a vague reply from the company and reached out again, with no response. I then filed another appeal and I did not receive a resolution or response. I sincerely apologized for my oversight and assure you that it was not intentional. I now request that this charge is dismissed. I have been receiving letters in the mail with the charges being raised, however I have refused to pay since I have yet to receive a response from the company after my multiple attempts.

  Customer Answer

  Date: 08/13/2024

  

  

  Business Response

  Date: 08/14/2024

  Hi ********************,

  Thank you for sending in your comments and concerns.  We appreciate your candor and honesty in this situation. We spoke to the local management and have determined to lower your invoice to the minimum cost of just $15.00.  The invoice has been reduced for you and is ready for payment.  We hope to earn your business again and look forward to serving you and your parking needs. 

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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 checked into a ******************* in **********, ************* on Sunday, July 28, 2024. The hotel requires guest to enter vehicle and payment info to Premium Parking. Upon check in I completed payment for 7 days a total of $66.00. Due to unforeseen circumstances, I was required to cut my trip short and return home. I phoned Premium Parking customer **********************, explained what happened and requested a refund for the 2 unused days of parking. I was told "no" the company does not provide refunds for parking. I was also told I could submit a request online or email my request. I emailed Premium Parking at ************************************************************* providing reason why along with a copy of the parking confirmation/receipt attached. I received a response stating I needed to use their website to apply for a refund, adding refunds are not provided but might be approved. The website requires that you become a member or have an account (forcing me to be a customer). Regretfully I created an account to request a refund. I completed the form by filling in all the information requested only to receive an error message stating "the confirmation #" is invalid. After triple checking that I was using the correct confirmation #, I am fully convinced this company is not going to refund my 2 days of unused parking. To keep a persons money when they did not use your service seems almost criminal to me. Its different if this happens and the person does not ask for a refund but in cases where a person is following up and making effort to receive monies owed for unused services it not good business to make those efforts hard or to no automatically give a refund when asked. Its like Premium Parking is making this hard or nearly impossible for me to even ask for my money back which is only completed based on their approval. They should be put out of business for unkind acts like this. Additionally, I will not be lodging at any hotel locations that use Premium Parking in the future.

  

  Business Response

  Date: 08/05/2024

  Hi customer,

  Typically, the ******* will follow our Terms of Conditions very closely.  We have spoken with the local management of the facility and they are approving this refund.  Please allow 3-5 business days to reflect.  We appreciate your business and the opportunity to make this right.  Thank you for your time and bringing this to our attention. 

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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 Aug. 1 at 6:50 PM I started the transaction for parking. At 7:09 PM I was able to finalize and payed $146. Reserved the parking spot until Aug.4 for 11 AM. My service was horrible in the garage I had to step in hotel and use wifi to finish. Apparently on the same day Aug. 1 at 6:56 PM a boot was put on my car I did not realize until the next day on Aug. 1 around 5PM. This is a SCAM! I had to pay an extra $90 to have the boot removed. I was told to file a complaint and dispute with the garage. Ridiculous!

  

  Business Response

  Date: 08/05/2024

  Thank you for sending this over.  I spoke to the local management of that facility and he has agreed to refund you.  Please allow 5-7 business days.  The payment will go back to the original source.  Thank you for your patience and understanding.