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

  Norwalk, CT 06854

• 

  Premium Parking Service, LLC

  Norwalk, CT 06854

• 

  Premium Parking Service, LLC

  Norwalk, CT 06854

• 

  Premium Parking

  185 W State St Baton Rouge, LA 70802

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:04/23/2024

  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 03/27/2024, I attended dinner with a colleague and parked at ***********************. I paid for my parking at that time. When my time began to expire I attempted to add additional time but was unable to get the website to work. I tried several more times before determining that either **** was down (has been happening lately) or the website was down. As a result, I cut my dinner short and asked the waitress for my ticket. After paying and getting back to my car, I sat there for maybe 10 minutes replying to messages and warming up prior to leaving. On 04/18/2024, I received an invoice stating that I owed $75 for my expired ticket. The invoice indicates I overstayed by 33 minutes. I sent in a dispute that same day requesting information regarding the validity of the invoice. I frequently utilize private lots and have never not paid so I wasn't sure which occasion this was (or whether or not I was the one driving!). Today, I received a "response" which stated "We recently received your booting review form. When determining a customers request for a review, we fully investigate each customers complaint. In doing so, we must always follow company policy." It did not provide any actual information related to any decision made. I then went on the website and it says my dispute is closed but does not provide any information. I'm incredibly frustrated because I paid for my parking and I attempted to add more time but was unable to do so. This is not a situation in which I parked without paying or kept a paying individual from being able to park (the lot was basically empty), rather this was a situation in which I am being penalized because the website wouldn't work. My invoice number is MPS-********. I would very much appreciate a response.

  Customer Answer

  Date: 04/25/2024

  My license plate number is 864 SBA. The invoice number is 10536392. 

  

  Business Response

  Date: 04/30/2024

  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:04/23/2024

  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 at a charging station within a building and checked in to view apartments. I gave my license to the front security desk and checked in with them only to be told that they didn't have my appointment reservation but they said the parking was complementary. I walked around the area to get a better sense of the location and then I decided to leave instead of waiting for an open cancellation to view apartments. I drive an Electric Vehicle but somehow weeks later, I got a bill for $95 parking fee. I was parked at a charging station and charging. There was NO assigned number to that charging station to pay for parking. Also the building's visitor station verified that my parking would be validated. I showed them the charging listing and they "offered" to reduce my fee to $32.Then when I tried to contact them, they referred me to the same form over and over again which was locked and I couldn't contact them through it.I am asking for any proof that the spot was going to be charged for parking while charging my vehicle to indicate there is a fee for parking also while charging.A parking ticket so I can ask building management to validate it or pay it based on my actual utilization instead of some arbitrary number that management just decides to charge. There is no fee justification.There is no resolution or follow up to this issue when I tried to contact them directly

  

  Business Response

  Date: 04/24/2024

  Thank you for submitting your claim.  I have spoken with the local management of that facility and raised your concerns.  We reviewed the signage and found an opportunity for improvement.  In hopes of earning your business again, we have decided to void this for you. Please disregard anything you may get in the mail over the next 5-7 business days, as there are reminder notices.  

• Initial Complaint

  Date:04/19/2024

  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.

  March 15th I entered the parking lot of location P249.I paid for parking for 2 hours. Upon my return 30 minutes remaining, I discovered my car was booted. I contacted their enforcement officers and pleaded with them to get my car released.Their representative saw the receipts of my payment and timestamp. She also noted that my car was incorrectly booted but said she still had to charge me $90 to release my car.She told me to contact the business and file a claim to get my money back. I quickly filed the claim the same day and it is now a month later and I have not even gotten a response from this company. They said they would have responded in 3 days. I have tried going through

  

  Business Response

  Date: 04/19/2024

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

  Thank you for sending this over and alerting us to your experience.   In hope of turning your experience around and earning your business again, we have decided to fully refund you for your immobilization.  If, you submitted an appeal, please disregard anything you may receive pertaining to it, as we are going to submit for your refund today which will overide any decision made by that local management team.   Please allow 3-5 business days for processing.  We hope you have a great day.  We appreciate your patience as we work to continue improving our customer experience. 

• Initial Complaint

  Date:04/18/2024

  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 the afternoon of Saturday, March 23rd, 2024, I chose a Premium Parking Lot in *******, ** to park for an event. I used the ** code provided in the lot to pay for parking. However, I accidentally put in the wrong license plate number. I called the company to correct it, but when I came out of the event, my car had a boot on it. I spoke with the lot attendant and showed her proof that I paid for the spot. She informed me to file a dispute and I should get my money back (totaling $100). I filed a dispute and the company denied my request for a refund.

  

  Business Response

  Date: 04/19/2024

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

  Thank you for sending your feedback and concerns.  In hope of turning around your experience, we have decided to fully refund you for your immobilization.  We apologize for the inconvenience and friction this may have caused you.  We value your business!   Please allow 3-5 business days for processing.  We hope you have a great day and thank you for your patience as we look to continue improving our customers experiences. 

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st I parked in Lot B at the ***********. I attempted to pay for the fee which the Natick Mall advertises as $6.35 for less than 4 hours, and I had parked for 3 hours and 51 minutes. After not being able to find a location to pay the parking fee besides downloading an app, I left the garage. In late February I received a demand letter with an incorrect fee of $9 and an additional $50 administration charge. Then I received a notification that that fee had increased to $90. There is no signage dictating that there would be an administrative fee, let alone a fee 10X the original cost of the parking fee. This is clearly predatory. There have been multiple BBB complaints against this company, as well as lawsuits filed in at least **********.

  Customer Answer

  Date: 04/16/2024

  Attached is an image of the invoice that I received. 

  

  Business Response

  Date: 04/16/2024

  Thank you for submitting your comments and concerns.  In the future, you can always call customer support to make payment, use the ** code, or use the TextPay link on the signage, or simply visit the website,  if you do not want to use the app.  The lowest we can go for this will be $15.00.  The violation has been adjusted for you.  We will have the local leadership review the signage for any possible improvements.  We thank you for your time and patience. 

  Customer Answer

  Date: 04/16/2024

  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.
  
  Can the company provide reasoning for reducing the fine to $15.00 instead of the $6.35 it should have been from the beginning? 
  
  Regards,
  
  ***********************
  
   
  

  

  Business Response

  Date: 04/16/2024

  There are numerous business costs that come into effect once an invoice is generated.  Ex. if you were late with a Credit Card payment there would be an extra fee.  All businesses have penalties for late invoices or lack of payments.  This is a standard business practice. 

• Initial Complaint

  Date:04/15/2024

  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.

  I parked in front of a closed business. The parking spots around the place I was going were all full. Since the restaurant was closed, I parked directly in front of their gate entrance to go grab some coffee and refreshments. I could see my car from the outdoor cafe in case I needed to move it for the restaurant. I received a parking ticket in the mail for parking in front of a closed restaurant. I do not feel I should have received a parking ticket because I was not parked where the signs were located. I believe this business operates to just take advantage of people, their signs are minimal and unclear. It is $20 to park for I day the ticket says. If someone doesn't see the signs and receives a ticket, a fair amount due would be the $20 plus maybe $10, not the $65 they try to tack on there. It is complete BS in my opinion and I will never park in one of their lots again as long as I can avoid it. Scamming people is so unfair.

  

  Business Response

  Date: 04/16/2024

  Thank you for submitting your comments/concerns.  We will alert the local market leadership team and look for any opportunities to improve the signage.  We appreciate your business.  

• Initial Complaint

  Date:04/12/2024

  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.

  We stayed at the ************ with Hilton on 02/02/2024 to 02/04/2024. We paid for the parking and the hotels Front desk and General Manager confirm that we did pay for parking. But we are receiving Parking Tickets through the parking enforcement for that garage Ticket # ********. We have called, submitted several online disputes and no one ever responds or returns any calls. The hotel says we have to go through them to clear the ticket. I do not feel like we are responsible for paying a ticket due to an employee of this company or the hotel entering our plate number wrong. As that is the only reason that the hotel could explain that this may have happened. We are getting notices that this will go to collections if not paid but we can't even get anyone to respond in any form through the channels they provide to be contacted and disputed. Please help me clear this I will gladly give our information for it to be confirmed with the hotel that parking was in fact paid for our stay. I will be eternally grateful for any help.

  Customer Answer

  Date: 04/12/2024

  Attached is the complaint from the company that I am trying to dispute

  

  Business Response

  Date: 04/16/2024

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

  First, I wanted to thank you for your approach.  We sincerely apologize for any friction this may have caused you.  We will notify the local management of your experience to look for any opportunities for improvement.  In hopes of turning the situation around, we have decided to void this for you.  Please disregard anything you may get in the mail over the next couple days, as reminder notices are mailed out.  I will personally submit for this void.  Thank you again for you comments/feedback.  

• Initial Complaint

  Date:04/09/2024

  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 March 24th 2023, my vehicle was parked in a premium parking garage in ******* *********. The invoice for parking was paid as the vehicle left. I received this in the mail on April 8th 2023. It lists a reason as non permit parking. The garage is not designated as permit parking only and allowed entry and exit. I believe that this is a parking scam by the company in order to collect revenue not owed. I want written confirmation from the company that this debt is no longer valid and will not show up on a credit report.

  

  Business Response

  Date: 04/11/2024

  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 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:04/09/2024

  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.

  Location: ***** Property name: Artem at Wynwood Address: ************************************************* Confirmation Number: ******** Duration: 1 day Start: 02/14/2024 11:16 PM (EST) End: 02/15/2024 11:16 PM (EST)On 2/14 at approx 8pm, I entered the Premium Parking garage. The premium parking website was not working and when I informed the front desk, they assured me everything was ok and they would check on it for me. When I returned at 11pm they let me know the website was back up at which point I paid for 24hrs worth of parking.I left the Premium garage before 9AM on 2/15. Despite having paid for more than enough time for the entire time my vehicle was there, Premium Parking still tried to issue me a ticket for the three hours their website was not working.They have camera photos of the time my vehicle entered and exited and that entire time (inclusive of the 3hr gap when their website was down) is far less than the amount of time paid.

  

  Business Response

  Date: 04/11/2024

  We appreciate you so much for sending this over.  The only way we can be the only parking company with an A+ rating is by constantly improving our services.  In hopes of turning this around for you, we are voiding this invoice you received in the mail. Please disregard anything else you get in the mail pertaining to MPS-10329925.  Please allow 3-5 business days to reflect the void.  We will take your concerns/comments to the local management of that facility to look for improvements.  We appreciate your business and the opportunity to make this right for you.  

• Initial Complaint

  Date:04/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16, 2024, I parked at ***********************************************. The form of payment was via smart phone with QR Code. Paid parking in the amount of $6.45 for 2 hours. On March 19, 2024, I received a parking citation in the amount of $50.00 stating that I parked at an expired meter. On the same day, I submitted a dispute via online to premium parking website. It says that a response will be received within 72 working hours. No response was received. On April 4, 2024, I called and spoke with **** who stated that he will send a message to ********* since that is where it occured. Few hours later, I received an email signed by ***********************, Account Manager, *********. The email stated that my dispute was denied because I exceeded 55 mins. I paid for 2 hours only, but I was there for 2 hrs and 55 minutes plus I did not enter my license plate. Upon receipt of the email response, I called immediately and spoke with *****. She stated that there is nothing she can do as she is new to the process and her manager *********************** was not around. She basically read to me what the email response was from ****************. I told her that there was no notification that I passed the 2 hours and to allow me to add more hours as needed. Additionally, it will not allow me to pay and save the info via the app without me entering my license plate. I explained to her granting I exceeded by 55 mins why am I being charged $50.00. She said that is based on the *****************. If I refuse to pay the $50.00 I can schedule to show up in court, which of course would cost me time and money. First, I provided premium parking a copy of the $6.45 charge on my **************** credit card. Proof that I paid for the parking. Secondly, I have made a lot of research on premium parking and there were tons of complaints on the exact situation that I experienced. Others even claimed this company as scammer.

  Customer Answer

  Date: 04/05/2024

  See attached provided documentation.

  Customer Answer

  Date: 04/05/2024

  See attachments.

  
  

  Sincerely,

  
  

  *************
  
  

  

  

  
  

  

  Business Response

  Date: 04/05/2024

  Thank you for sending this over.  ***** was correct and you have the right to go to court if you do not agree with the decision.  We adhere to the strict city ordinance for ********* and are not permitted to deviate.  We understand your concerns and will bring to the attention of the local management.