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:06/28/2024
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.
Technicians were issuing legally parked in ala moana parking lot (Oahu) parking tickets for $60. The parking lot belong to ala moana and i was shopping there that day. They are scammers handing out tickets to everyone in hopes that someone doesnt fight it.
Business Response
Date: 06/28/2024
Thank you for raising your concerns. Spoke to the local management of that facility: If the ****** can provide proof of purchase from the mall we will void it immediately. In instances like these we let the complainant know we have had a contract with ********* for 3 years, and have had news campaigns with KHON and other local new outlets to make the public aware of paid parking, and that the mall specifically asks us to patrol that area using the security cameras and enforcement staff around the parking lot since guests of *************** and the ***************** all take up the valuable mall patron parking. If you look at your image of their signage, you will also see Premium's signage in the background. Please email your proof of purchase for that date/time to ********************************************************.Customer Answer
Date: 06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response did NOT address any solution. I provided the receipts (both to BBB and for PremimParking, LLC's responder to review) however, based on their response they clearly did NOT even review the case. Their only real feedback was to send an email? What's the purpose of the person corresponding with BBB if they cannot review the case and make a managerial decision? I PROVIDED PROOF - did you even look at the attachments? I am escalating this as much as possible since the individuals placed a ticket on MULTIPLE vehicles without any PROOF that they were illegally parked! There are numerous similar complaints and I hope I raise enough awareness towards this wrongful practice and fire whoever is responsible for this unlawful act to charge someone for free parking. It seems like both the employees and the higher-*** don't bother to do their due diligence and verify information before making careless/wrongful decisions.
Regards,
*****************************
Business Response
Date: 07/02/2024
Hi ******,
Your third attachment has been verified. We are going to void this invoice for you. We just needed time to verify your purchase. We apologize for the inconvenience.
Initial Complaint
Date:06/27/2024
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.
Dear BBB, I was issued a parking ticket by Premium Parking, *****************************************************. My issue is that I paid the parking fee for the use of their parking space that night, May 24, 2024. They claimed that I did not enter my full license plate number on their app and this generated a parking ticket of $77.00. I appealed to Premium Parking about the error and they reduced my ticket to *****. I called Premium Parking several times, stayed on hold for long periods of time, and was assured that a supervisor or manager would return my calls. A supervisor never bothered to call me. I feel as though this company is unethically charging me for an error that I did not make.Business Response
Date: 06/28/2024
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. You followed the process and filed a dispute which was partially honored to ***** and you successfully paid it. We appreciate your understanding and this is now resolved.Initial Complaint
Date:06/25/2024
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.
Premium Parking mail a invoice for unpaid parking fees for $90 in whole foods supermarket. I have been shopping in this location for the last 5 years and the parking is free of charge, I call the manager today and confirmed that the parking is free of charge for customers.Customer Answer
Date: 06/25/2024
As you requested, attached is the original parking ticket imageBusiness Response
Date: 06/28/2024
Hi *******,
We sincerely appreciate you bringing this to our attention. We apologize for the inconvenience. The parking at Whole Foods is managed by Premium Parking and the store has agreed to allow their customers 2 free complimentary hours of **********************. You went over by only 4min which generated the invoice. No worries, as we are going to void this for you. Please allow 3-5 business days for the void to take place. Disregard anything you get in the mail as reminders are mailed out weekly. Please call us at ************ if you plan on shopping for more than 2 hours.
Initial Complaint
Date:06/25/2024
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 June 11, 2024, I parked in a garage#P501 located at ******************************************************. I arrived at the garage around 1:46 pm. It took me about ********************* that scary garage to find a spot. I paid $22.77 for 3 hours. The garage that claims to have a two way driving area but it's very narrow. It was similar to mountain roads with steep inclines and not much room to turn etc. After I finally found a spot I walked down to the conference because I couldn't find an elevator to use. I later found out there was none ( I needed more help going up). When I got notice my time was running out, I attempted to get more time. I couldn't get the text app to work so I headed back to the garage. I had to walk up all those stairs because I searched around and could not find an elevator. There is an elevator like machine inside but only for the employees. When I finally got upstairs, I thought I had met the requirement. There was as nothing saying I needed to rush out. I thought I could at least catch my breathe etc and prepare to go down the narrow, scary road in the parking garage. It could easily give anyone anxiety. It certainly worried me. June 24th, I received a notice charging me $12 for being over the grace ****** and a $65 ticket for a total of $77. I believe this company uses deceptive practices: charging upon entry before you get a spot, not ADA ********* and help folks like me who do have some difficulties going up stairs which can waste time, and outrageously high fees. Premium Parking's bill that looks like it's from a local govt...scam like. I am not opposed to pay for additional time. But the company was not clear and charged even when I was not occupying a space. On top of that, the road is not actually two way you have to wait for other folks to ease their way around this very dangerous looking garage. You have to back your car up on inclines etc to let other people go. It's a timely thing. Plus, I still don't know what the grace ****** is.Business Response
Date: 06/25/2024
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. 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:06/18/2024
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 June 10th, 2024, my family and I parked our vehicle (************ #ZPG-3267) in a public parking area (P2108-********) in the ****, **, area. My vehicle was parked in an angle spot against the curb. I had vehicles to both the left and right of me. (Note. the painted divider line on the passenger side of my vehicle was mostly worn off making it difficult to see that side of the space.) I immediately followed the instructions on a posted sign which required me to text a particular number in order to pay for our parking. The amount I paid was $3.60 for one hour. The text transaction was successful and $3.60 was deducted from my bank account on that same date. Upon returning to my vehicle, I found a Parking Invoice (#*******) under the drivers side windshield wiper. The invoice indicated that I was "Double Parked" and indicated that I owed a fee of $60.00. My one hour that I had paid for was not expired and I certainly was not double parked. I was a law enforcement officer for over 37 years and am very familiar with the term "double parked." To be double parked you have to park your vehicle parallel (next to) another vehicle that is already parked parallel to the curb. This parking area only had angle parking spaces that were at the curb.On that same date I filed an appeal to this citation with Glidesparcs stating the aforementioned facts. On June 12, 2024, I received the following disposition for my appeal. "Based on our audit review process, we have determined that the appropriate parking fee was in fact paid." The review continued to advise that I was not in compliance with their policy which required the "permits/tickets" to be displayed on the dashboard. As a result my appeal was denied.First, their policy of displaying a ticket was not posted anywhere so how was I to know this? Secondly, the transaction was performed over a cell phone and unfortunately it does not print out tickets. Apparently having out of state plates made me a target.Customer Answer
Date: 06/18/2024
PARKING INVOICE
GLIDEPARCS Enforcement
*************************************************************************************************> ***** *************)
INVOICE#
2395708
REASON: DOUBLE PARKED
Date Time Location
06/10/2024
02:36 PM
P2108 - K AVENUE 2 - HOUR
MAX *******
License Plate State
************
******* PA
Make Color Type
Dodge
Black Truck
Compliance Agent Fee
Unpaid Parking SUBTOTAL
DMO $40.00 $20.00*
$60.00**
??Unpaid parking fees subject to change based on additional time on property (for UNPAID FEES)
?* Tax Not Included (for SUBTOTAL)
Pay by Phone
Scan with your phone's camera
Not working?
Or Text the Invoice# to ****************
To pay, please visit
***********************************************************************
To dispute, please visit
compliance - web.premiumparking.com/disputes/searchBusiness Response
Date: 06/25/2024
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. In hopes of changing this experience, we have decided to void this citation 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:06/12/2024
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 used the ParkMobile app to pay to park based on the signage of the parking lot. I accidentally chose the wrong license plate. It was obvious that the license plate I chose was not in the ********************** lot. ******************************************* gave me a ticket. It was for over $80 citing administrative fees. I wrote them an email to dispute the parking ticket and they said they would accept my mistake for a voidable fee of $20. This company is negligent in their signage, their policies, and their greed is sickening. Their email states that I am to follow premium parkings terms of service but I am obligated to pay through the park mobile app. Adding screen shots of the email and proof that I paid for parking and that the ticket was given before my parking time expired.Business Response
Date: 06/19/2024
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 your honesty in admitting you had the wrong plate. There is simply a cost to enforcement and the $20.00 is that exact price we have to pay for user errors such as these. We did not profit from this situation. If there is anything else we can help you with, please contact us at ********************************************************.Initial Complaint
Date:06/11/2024
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 parked on 5/30/24. I paid for 3 hours, $11. I ran over by 45 min. I tried to pay for the extended time prior to leaving but there was no way to pay through the kiosk or a number to call.I received a $95 "parking ticket" with no indication that I had paid for the initial 3 hours. This is the second time this has happened in as many times. I feel their practices are deceptive and they should not be allowed to operate.Customer Answer
Date: 06/11/2024
See attached filesBusiness Response
Date: 06/19/2024
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 spoke with the local management and they have decided to refund $10.00 of your ***** payment. Thanks for your patience and your approach.Customer Answer
Date: 06/19/2024
[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 ********. I find that this resolution is satisfactory, however I believe changes should be made to their system to allow customers to easily extend their ********************** time either on-line or through the kiosk with out receiving a fine. The current system is an abuse to unknowing customers, and the fine documents are designed with the allusion this is a government represented agency.
Regards,
*************************Initial Complaint
Date:06/10/2024
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.
On May 28th 2024 I was visiting *********** and parked my vehicle at Premium Parkings location P401. When I arrived, *** noticed the signed said Pay Here with QR code without any other instructions. Ive parked the vehicle with intention to pay for the parking at my departure. When I came back, Ive downloaded the app and tried to pay for the time Ive parked there, but come to find out, there was no option to backtrack not to speak to anyone in how to resolve the issue. Before I left I decided pay for 2 hours of parking, which didnt count for my time when I arrived. Ive left parking as soon as Ive payed $16. June 8th Ive received ticket in mail for $24 parking and $65 parking fine. I dont mind to pay for the service Ive received, but company uses unfair tactics by not stating when to pay . pay here without stating upon arrival is misleading especially for the tourist like myself. Ive pay for 2 hours of parking so the only thing I do own the company is $8 for additional hour of parking. Any additional fees are due to unclear rules, and lack of life support to discuss the issue. In my lifetime, you pay for a service after you revive the service and not before , unless clearly specified otherwise. This company uses dirty tactics to trick people and than charges them fines.Business Response
Date: 06/19/2024
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 this feedback and have decided to refund ***** dollars of your payment you made for the invoice MPS-******** in hopes of earning your trust and business again. We can also explain why this invoice happened. Please call us at ************ and we will break down what happened. We have a 98% compliance rate, so we can attest that we are not sending incorrect invoices, as we want to maintain our A+ BBB rating.Initial Complaint
Date:06/07/2024
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 parked in the *********** parking plaza from 9:19 PM to 9:47 PM on 5/18/24 while I met a friend to get ice cream at Greaters. The payment kiosks at the entrance of the parking garage were dark. They would not respond when I touched the screen. The pay by mobile app was not working. There are no attendants working in this garage. There is signage in the lot that says parking validation is offered by all restaurants/stores in ***********. I entered my license plate number in the iPad in ******** as instructed. I did not take a picture of my confirmation because I did not assume I needed to. I did everything as I was instructed to do. Additionally it was 9 PM and the lot was nearly empty. On 6/4/24 I received a $60 fine from the Municipal Parking Services Enforcement Department located in ***********. I first thought this was a scam as the company is in ***********. However, after looking online Im seeing there are many other people this has happened to. There is absolutely no reason I should be fined. The owners of the parking garage, Premium Parking, should be more transparent about their prices. If they have signage saying parking is free after getting validation from a local business then when I get validation I should not be fined. I dont want to pay the $60 fine but I will in order to avoid higher late fees. Ultimately, I want to warn others of this awful practice and force the parking garage owners to be more transparent with their customers.Business Response
Date: 06/13/2024
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 "citation", 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:06/05/2024
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 4 June, I parked at a Target parking lot located at *****************************************. I parked at 6:12pm, and I know this because I took a photo of the Target/Premium Parking sign. The sign clearly states Target Guest Parking, complimentary 2 hour limit. When I returned from shopping for raincoats and umbrellas (rainy night), there was a parking invoice from Glideparcs Enforcement. The invoice #******* was issued at 6:33pm. This is 21 minutes after I left my truck. Not 2 hours, not 1 hour, not even a half an hour. Ever been in and out of Target in less than 30 mins? Agent ******* of Glideparcs Enforcement is requesting $10.79 in unpaid parking, and a $35.00 fee. Oh, and tax is not included... I have the Premium Parking App on my phone, and have used it many times. I have not paid more than $5 or $6 dollars to park for three hours. So $10.79 for 21 minutes is ridiculous. $10.79 for 21 minutes AFTER the two hours would be ridiculous. So, Glideparcs is trying to scam a Premium Parking App member for inflated parking prices and fees, that are unwarranted as the two hour limit was not even remotely expired. I have retained the ticket, and also have the time/date-stamped photo of the sign. This, along with my two passengers who waited in the rain for me to take the picture. I would like this invoice deleted, please.Customer Answer
Date: 06/05/2024
My plate is JPL 310 from *********.Business Response
Date: 06/06/2024
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 citation 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!
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