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.

close

Find a Location

Premium Parking Service, LLC has 520 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/22/2024

  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 parked in a parking garage that uses the premium parking parking lot app - I was in Lot #P4902. I have to scan a QR code and then fill my information in. On 07/07/2024, I utilized the parking garage at *********************************** and paid for three hours of parking for a total of $6.50. I did not take a screenshot as I did not think that I needed to. I entered at 1129 pm and left at 0224 am, so I was there a total of 2 hrs and 55 min, which is 5 min before my 3 hours expired. However, according to my ticket, my time of violation was recorded at 0202 am which is well before my three-hour time limit. My ticket number is ********. On the ticket sent to me, it shows that I paid $6.50 for "time purchased - 0" which makes no sense. How am I paying for time, but then no time is purchased? There is not any other way to pay - i can no longer pay as I leave or get a ticket upon coming in. It is only through the app. Why am I being charged for an expired meter if I purchased three hours and left 5 minutes before my time was up?

  

  Business Response

  Date: 07/26/2024

  Thank you for reaching out to us regarding the recent parking citation issue. We sincerely apologize for any inconvenience this may have caused you.
  
  Upon reviewing the details, we discovered that a system error led to the unwarranted violation. The citation images and timing indeed align with your payment duration, indicating that you were not in violation. We deeply regret any frustration or inconvenience you experienced due to this error.
  To rectify the situation, we have promptly voided the citation. Additionally, we are forwarding the specifics of this compliance ticket to our software engineers for a thorough review. Our goal is to prevent similar issues from occurring in the future and enhance our systems accuracy.
  
  Your feedback is invaluable to us, and we appreciate your patience and understanding. We consider every customer interaction as an opportunity to improve our services.Please rest assured that we take this matter seriously and are committed to ensuring a seamless experience for all Annapolis guests.
  
  Thank you for utilizing our appeal process promptly. Should you have any further concerns or questions, please feel free to reach out to our team.

• Initial Complaint

  Date:07/16/2024

  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.

  My problem happened when I used Premium Parking June 20, 2024 by downloading the app in order to park, the website says to park all day for $4.53 which they charged me including tax for the amount of $5.52. As I was taken care of my business I received a notice that I needed to pay more for parking because my time was up. I tried going back into the app to do that but it wouldn't allow me to. Anyway I received an invoice stating I owe $65.00 invoice amount plus $20.00 unpaid parking. This occurred at **************************************************************************************. This was my first time using this app so I feel this is truly an injustice for me to pay $85.00when the website says all day parking was for $4.53. I have appealed to them and received an email July 3,2024 saying my plate is not in the system yet when I went on their website today July 15,2024 it was tere and I paid the fine because I didn't need additional cost.

  

  Business Response

  Date: 07/18/2024

  We appreciate your feedback and understand your position.  We noted your 1 hour payment and your total park time of 3 hrs 17 min.There are numerous ways to pay if you were not able to add time.  You can call us at ************ and we can help you with any additional time you may need.  Unfortunately, there is a cost to enforcement and we appreicate your payment and attention to the matter.  If you ever need help again, you can always visit our website to purchase parking again, contact us via email (********************************************************* or by phone or even chat with a live agent on our website and we will help you avoid any payment challenges.   

• Initial Complaint

  Date:07/12/2024

  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.

  Dear Premium Parking Team,Hope all is well! I'm writing to formally dispute parking ticket #******** issued to me on April 10th 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 02:04 pm when I entered the garage at 01:34:53 pm. Also, having used the Premium Parking app numerous times, I am aware of the pricing structure, including the 1-hour complimentary period as well as the option to park for 12 hours for $5 on weekends, sometimes even for free. 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.

  Customer Answer

  Date: 07/16/2024

  plate number is 6FD9472

  

  Business Response

  Date: 07/18/2024

  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 will submit for a refund for you.

• Initial Complaint

  Date:07/11/2024

  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 am a resident of ********* and renewed my annual parking passes for 3 vehicles. The system charged our credit card on both the day I completed the application process on Jun 26th & the day the passes started on July 1st.For 3 vehicles this is a total of $280 and I was charged twice.Since July 1st, I have called and emailed with no resolution. I have called both the local **************** and the corporate office and every time they give a different answer of what needs to be done in order to receive a refund. They have said that they are working through many of these double charges and they'd get to them in turn. They have directed us to submit an email request to support @premiumparking.com with a copy of our duplicate charge. I called 7/10 to follow up on the emailed request and received no answer from my call to the corporate line. I left a message and did not get a call back. I called corporate again today 7/11 and spoke to someone who took all of my information again, and said it has to be sent back to the **************** for review. This is unacceptable!

  Customer Answer

  Date: 07/11/2024

  This charge is not for a violation.  It is for annual parking permits that we purchase as residents.  We have 3 cars and we purchase 3 permits.  The first car is $55.  The second car is $75.  The third car is $150.  As you can see in the screen shot of our credit card bill that I submitted with my original complaint, we were charged all three amounts twice.

  

  Business Response

  Date: 07/19/2024

  I am writing on behalf of Premium Parking in response to your complaint submitted to the Better Business Bureau. First and foremost, please accept our sincerest apologies for any inconvenience caused by the double charge you experienced. We understand how frustrating such issues can be and are committed to ensuring they are resolved promptly.
  
  Upon reviewing your case, we discovered that there was indeed a system error which led to you being charged twice. Our team acted swiftly upon identifying this error and initiated automatic refunds for all affected accounts. Unfortunately, due to your spouse having an account under a different email address in our system,your charge and refund was not processed as part of this initial batch.
  
  We want you to know that we have since corrected this oversight and issued the refund directly. Additionally, we are making every effort to reach out personally not only to confirm receipt of these funds but also to extend our apologies directly for both the error itself and any delay in communication.
  
  We have also taken steps to address and resolve the system error so that there are no future issues.
  
  If there is anything further we can do or if you would like direct assistance from one of our customer ********************** representatives, please do not hesitate contacting us.
  
  Thank you once again for bringing this matter forwardit helps us serve you better moving forward.

• Initial Complaint

  Date:07/08/2024

  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 am filing a formal complaint regarding an unresolved parking citation and lack of response from Premium Parking. This issue has caused significant frustration and inconvenience, and I hope your intervention can help resolve it.On May 12, 2024, my family and I dined at ********* ************************* for Mothers Day, located at ****************************************************. We opted for valet parking and paid the $15 fee as instructed by the valet attendant via a provided link. At the end of our meal, we showed the valet attendant the confirmation of our paid transaction, and our vehicle was returned to us without any issue. Therefore, it is clear that the parking fee was duly paid at the time of service. Despite this, I received a parking citation in the mail for $90, alleging unpaid parking.On June 12, 2024, I filed an appeal against this citation and received confirmation that a response would be provided within 72 hours. I sent two follow up emails on June 20 and June 29. However, almost a month has passed, and I have yet to receive any response. I have followed up multiple times, but there has been no acknowledgment or resolution from Premium Parking.It has come to my attention that this is not an isolated incident and that many others have faced similar issues. This widespread problem suggests a systemic issue that needs immediate attention.I am seeking the assistance through the Better Business Bureau to address this matter and ensure that my appeal is addressed, and the erroneous citation is reversed. Additionally, I urge an investigation into the practices of Premium Parking to prevent such issues from recurring and affecting other consumers.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.

  

  Business Response

  Date: 07/17/2024

  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:07/08/2024

  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 June 6, I paid for parking at the Premium Parking Garage in *********, **. The parking was valid until 8:27 pm. I was visiting the city for a boat cruise. It was delayed due to a storm and I did not get back to my vehicle and exit until 9:24 pm. I tried calling as well as using the app to extend my time but it did not work. There was no other way to pay for the additional time upon exit. I also took a screenshot of the app issue and submitted it with my appeal.I received a ticket in the mail on 6/15 stating that did NOT pay for parking at all and that said I owed a $50 fine and the fine would increase by $10 if not paid in 15 days and then increase again by $15 if not paid in 23 days. I filed an appeal and received a notice back on 6/18 that said I'd hear back in 72 hours. However, I did not hear back at all. I sent TWO follow up emails to the address that I received the appeal confirmation from ******************************************** After still not hearing back, I looked up Premium Parking on line and found another email address to write to *********************************************************** They said that since I did not extend my parking, my appeal was denied. I tried to explain again about the issues trying to extend the time, but they ignored my message so I paid the $50 to avoid additional fees. I first tried to pay online and it said I owed $60 and it would take four days to remove any extra fees in cases of an appeal, so I mailed the check in and took a picture of it. The check was to be sent to Municipal Parking Services, which is yet another name from Premium Parking Services.I do not think that it is fair that I had to pay a $50 fine for being less than one hour late on my parking meter. There should have been another way for me to pay the difference. At the very least, my amount paid of $11.75 should have been refunded since the ticket offense stated that I did not pay at all. These fees are exorbitant and unjust.

  

  Business Response

  Date: 07/17/2024

  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. I have personally sent this to the Market President for their review.  We will get you a response very soon. Please allow the next 3-5 business days for an official resolution for you. 

  

  Business Response

  Date: 07/19/2024

  Thank you for reaching out to us regarding your recent experience at our Premium Parking Garage in *********, MD. We sincerely apologize for any inconvenience you encountered due to the malfunctioning of our third-party parking platform.

   

  We understand that technical issues can be frustrating, especially when they result in unexpected citation fees. Your efforts to comply with parking regulations by making a payment at the meter demonstrate your best intentions, and we appreciate your patience throughout this process. We fully agree with you that there was no option to extend the stay due to being only offered the parking meter as a payment method.

   

  As part of our commitment to customer satisfaction, we have taken the following actions:

   

  Refund: We have issued a full refund for the citation amount you paid.

  Validation: Additionally, we would like to offer you validation for one future visit as a gesture of goodwill.

   

  We value your feedback as an opportunity to improve our services. Rest assured that we are actively working to enhance our systems and prevent similar situations in the future.

   

  Please feel free to contact us directly if you have any further questions or require additional assistance.

   

  Thank you for allowing us to address this matter, and we hope to serve you better in the future.

   

   

  ***************************** Director of Customer Support M:************ O:************ premiumparking.com

  
  

• Initial Complaint

  Date:07/05/2024

  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 6/19/24 I used the parking garage to eat at McAlisters in *********** in *********, **. I entered my license plate number on the IPad in the store for validation and it was approved. I also entered my friends license plate and it was approved. I then received in the mall a parking ticket for $60. I disputed the ticket and showed that I had eaten at the restaurant. They then said they would lower it to $15, but that hasnt happened. I dont think I should have to pay anything at all since I proved I was a valid customer and did everything I was supposed to do. These are predatory practices from this company.

  Customer Answer

  Date: 07/05/2024

  Ticket attached

  

  Business Response

  Date: 07/17/2024

  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:07/03/2024

  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.

  6-15-24 went to ********** to aquarium stopped at ********************* on way back. Parked and no sign where I parked, ate and left. Found 60 dollar ticket for not paying to park which would have been glad to pay if they had been a sign where I parked on street. Sent complaints to company and only answer we got back was ***** people pay to park every year. Nobody to talk to and I feel like they stole 60 dollars from me. Only sign I saw was on pavement that said compact car which I was driving. How many people dont see a sign like I did is what I want to know. Total rip off on honest people.

  

  Business Response

  Date: 07/12/2024

  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. Please reach out to our customer ********************** team at ********************************************************* and we will be happy to assist you further.? To properly escalate this for you, we simply ask that you can put BBB response in the subject line of your email and include your citation #. 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! 

• Initial Complaint

  Date:07/03/2024

  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,I hope this message finds you well. I am writing to formally dispute parking ticket #******** issued to me on 19 June at your P2302 location, *********************************************************** parking at 9:17:52 pm, I adhered to the rules outlined by the Premium Parking app, which clearly states a complimentary 1-hour limit. I exited the lot at 10:18:39 pm, resulting in a total parking duration of 01:00:47. The ticket alleges a violation at 9:47 pm, merely half an hour after my initial parking, and demands $24 in unpaid parking fees plus a $65 fee, totaling $89.Having used the Premium Parking app numerous times, I am aware of the pricing structure, including the 1-hour complimentary period and the option to park for three hours for $5. Therefore, I strongly believe this ticket is unjustified.I kindly request Premium Parking to review this matter and void ticket #********. My plate is 4GC1993. I appreciate your prompt attention to this issue and look forward to your response.Best regards,

  

  Business Response

  Date: 07/11/2024

  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.  

  For future reference, complimentary parking in our lots/garages will require our parkers to register their vehicle's license plate number before leaving it. Simply login to your account via the ******************************************* website/app, select the complimentary parking, and you will be redirected to the checkout page. From here, enter the license plate number, complete the process, and once you receive a confirmation via text or email, and you're good to go. Should you need further assistance, please do not hesitate to reach out to us by calling **************. We appreciate you and we will make this right! 

• Initial Complaint

  Date:07/02/2024

  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.

  Admiral ********************** and premium parking wrongfully booted my car. And made me pay 160 on top of the 13 I paid previously. I paid for the parking spot back in May. They claimed I booked it for 6/27/24. I booked it for 6/28/24. Their system changed the date. Also, the wrote this "ticket" for plates in MI and I am tagged in **. This makes it invalid. They are refusing to provide the documentation also.

  

  Business Response

  Date: 07/02/2024

  We sincerely apologize for the inconvenience and issues you raised in your complaint.  We escalated this to the local management.  They reviewed your dispute you submitted and have sent you a response.  ************** have decided to refund you $96.00 for this user error.  The refund may take up to 5-7 business days to reflect.  Thank you for your patience and understanding.