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.
- 122 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:04/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a parking ticket from enforcement-web.premiumparking.com for the airport in **************. I filed an appeal and have not heard one thing back. I paid the amount my phone said was due when I left the airport 3/19/2024. So how do I have a ticket?Customer Answer
Date: 04/05/2024
attached is the parking ticket I received
Business Response
Date: 04/05/2024
We apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and 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! Next time, please call us at ************ option 1 and we can ensure you are paying correctly.Initial Complaint
Date:04/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A parking ticket issued to me on 11/20/23 at the parking lot located at *****************************************************. I received notice, 3/1/24. Entered an appeal on 3/11- received confirmation and was told to wait 72 hours for a response. I followed up on 3/19 and 3/27 with no response. Upon entering the parking lot, I encountered ambiguity regarding the enforcement times, as the information was obscured due to what appeared to be tampering with the signage. Moreover, it has been my understanding that parking in this lot during the winter months has historically been free of charge. This discrepancy left me uncertain about the necessity of payment. In an attempt to clarify the situation, I endeavored to utilize the parking application on my phone, only to find that it was unavailable at the time. Subsequently, I conducted an online search for pertinent parking regulations in **********, which yielded no conclusive information. Given the lack of clarity regarding parking regulations and the inaccessibility of the designated parking app, I opted to leave the premises to avoid any potential violations. It is important to note that the information provided in the subsequent notice does not align with the circumstances of the ticket issuance, further adding to the confusion surrounding this matter. Additionally, I must express my astonishment at receiving a "final notice" without any prior communication regarding this alleged infraction. As such, I request that all associated charges beyond the initial citation be rescinded from my account. I urge for the implementation of clearer and unambiguous signage to prevent similar confusion and inconvenience for patrons in the future. Clarity in regulations and accessibility to relevant resources are essential for ensuring compliance and fairness in parking enforcement. Thank you for your attention to this matter. I anticipate a prompt resolution and removing unwarranted charges from my account.Business Response
Date: 04/05/2024
We pologize 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:04/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a monthly contract and at the time i entered this plate into the system. After the day was done I deleted the plate from the system. There is no reason why i should have gotten a ticket in the mail.Business Response
Date: 04/05/2024
We apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and 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 (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:04/01/2024
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 3-21-24 I PARKED AT LOT ***** LOCATED AT ************************************************* FOR LESS THAN 1 HR. MY CHARGE SHOULD HAVE BEEN NO MORE THAN $2. I MADE SEVERAL ATTEMPTS TO USE THE *** PROVIDED TO MAKE THE PAYMENT AND CONTINUED TO GET ERROR MESSAGES. CURRENTLY I AM TRYNG TO DISPUTE ON THEIR WEBSITE AND CONTINUE TO GET ERROR MESSAGES. THIS SHOULD NOT BE ALLOWED. I HAVE SCREEN SHOTS OF ALL OF THE ABOVE.Business Response
Date: 04/01/2024
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! This is for invoice MPS-********Initial Complaint
Date:04/01/2024
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 03/14 2024 around 7:30pm I parked in a lot at ************** for about 2 hours. I paid for 3 hours of parking using my phone as instructed by the signs posted in the parking lot. On 3/29/2024 I received an invoice noting that I owed $105 for parking in the lot to Premium Parking. Today, 03/29/2024 I contacted Premium Parking by phone on the number that was provided on the invoice. The customer ********************** representative was not helpful in providing me information or helping me resolve this issue with the invoice. I already pay for my parking, and I should not be required to pay again for whatever reason. Also, the amount that is being requested is significantly higher than the rates noted. I want this issue resolved at as soon as possible, so that I dont have to pay any additional money for parking I already paid for. Please void this invoice.Business Response
Date: 04/04/2024
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 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:04/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received bill from the Premium Parking for a vehicle I do not own. The ticket number is ********. I would like them to cancel the bill and delete any information they have on me from their company files as I have never had any dealings with the company.Business Response
Date: 04/01/2024
Hi ****************,
You will want to ensure that this vehicle is not tied to you as it displayed this information from the DMV. We can dismiss the invoice you had with us, but if this person continues to drive this car, as registered, then you *** have more situations with other companies if they continue to park or even possibly get into an accident. We are just making that recommendation to you to help save you from other situations that *** arise.
We are going to void this invoice for you. We sincerely apologize for any inconvenience this *** have caused you. This void will take approx. 5-7 business days, so please disregard any reminder mailers you *** receive as they go out early on Mondays. Thank you for letting us make this right for you.
Initial Complaint
Date:03/27/2024
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.
Downtown parking in major cities is being taken over by the *********** company, Premium Parking. The machine says it charges $5 for one hour. Once a $5 bill is inserted, a tax of 0.15 cents is added. But the machine only takes paper money. Another dollar must be added and no change is given. Also, while returning to the car for more cash, time expired without warning. Rather than return my $5, the machine gave a refund paper for an online contact which does not work. I tried to contact the company. You must provide the exact parking location (and there are many). I tried to leave a review but when I type in *********, ** and tried to determine the precise location, a map of ********** appeared. I zoomed out and located ********* on the map. But zooming back it, the map would not show the company's parking in that city, only in Mobile. I seek the first $5 that they claim will be refunded plus the 85 cents change from the $6. This may seem trivial. But I imagine that is precisely what the company counts on by making reimbursement such an ordeal. If enough people giving up, imagine the excess profits the company stands to gain if it is not held accountable.Business Response
Date: 03/28/2024
Hi *********,
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 promise you that we would not be able to maintain an A+ rating if we operated like this and this is just an opportunity for us to get even better.
We will get you a refund. Since you paid cash, the only option is a check, as the pay machine does not give cash back for refunds. You did right by including your images. We appreciate you and your business. Thanks for providing the address, as well. We will get this check cut and mailed to you. If the mailing address you provided is not correct, please email our Director - ***************************** at ********************************************************* and simply state "updated mailing address for BBB complaint 21494540.
thanks for allowing us to make this right.
Initial Complaint
Date:03/26/2024
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 was working, going to get pizza for a board meeting. The business Forno 301 does not have street parking. The 'lot' has a sign saying Retaila dn Visitor Parking, it DOES NOT say PAID. There was one spot left in the busy lot. The pizza was delayed and I needed to stay longer than I expected. There are signs that I saw yesterday that are not very obvious about parking. Yesterday I got a bill for the daily rate $10 which is a scam as the cameras that took pictures of my car entering and leaving shows I was there for just over 20 minutes which would have been $2 so over charging there and on top is a scam TICKET AMOUNT of $50. This is such a scam, they are not the city and if they want to collect parking money have a gate with an agent. This company is not even in the city I parked in, This is a SCAM.Customer Answer
Date: 03/26/2024
Ticket number ********, plate cea9vc, rather invasive and an invasion of privacy by a company running a scam.Customer Answer
Date: 03/26/2024
I sent it, I sent it, do you have to make this so **** difficult.Customer Answer
Date: 03/26/2024
This what you want. Make it harder why not.Business Response
Date: 03/28/2024
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. 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 sincerely appreciate you and we will make this right!Initial Complaint
Date:03/15/2024
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 pay approximately 80 dollars a month for parking in a premium parking managed lot in *****.I really wonder what management means to Premium Parking. On one occasion, they neglected to inform ******* of a snow parking ban. Despite a failure of their IT systems resulting in parking subscribers not being notified, they proceeded to still unfairly tow all cars remaining in the lot. I was forced to miss work and attempt to track down my car, having to pay 200 dollars to get the car back from the tow company. Premium parking maintained they had no responsibility to inform subscribers of when we could park in the lots until I made a bigger issue of it. Weirdly, after contacting the attorney general's office, I suddenly got an apology and refund for the tow from Premium Parking. But I will never get back the time and money I could have gotten by actually going to work that day instead of tracking down my wrongfully towed car. They also force further payment for parking on snow days. When the lot has a ban in place, rather than our monthly subscription rolling over to the lot, they force us to move to 15 minutes away and pay 5 dollars more. This can add up to 20 dollars extra in a month added on to my parking subscription considering I live in ***** where there are many snow days. It just seems scummy in my opinion. They also do not plow handicapped spaces. They actually push all snow into handicapped spots making them unusable for those with disabilities.Further, cleanliness of lots is not managed. A full dirty diaper, batteries, broken glass, drugs and more all litter the lot and are never picked up. I have had to avoid stepping on human excrement and needles in this parking lot. So management seems to only mean wrongfully towing my car based in my experience with this company. How much does *********, ***** pay this company to "manage" lots and just leave them to fester in filth?Business Response
Date: 03/15/2024
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 will ensure your comments/concerns are heard as I am personally seeing to this. This is simply not how we operate. We are the only parking company with an A+ rating and we are determined to see that we keep this grade by ensuring we listen to our parkers. Lastly, thank you, for this feedback as this will only make us better.Initial Complaint
Date:03/13/2024
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.
Its unfortunate I am having to file a complaint against Premium Parking regarding an unresolved issue with an invoice after I have received no response within the promised timeframe when attempting to resolve this matter directly with Premium Parking.On March 4th, I submitted a dispute through the designated portal (**********************************************************************************) for invoice #********. It was explicitly stated that a response would be provided within 72 business hours. However, today marks the 7th business day, and I am yet to receive any acknowledgment or resolution.My concern is compounded by the fact that similar complaints have been reported, suggesting a pattern of delayed responses, potentially leading to increased fees for customers. It appears as though Premium Parking might be intentionally delaying responses until after payment deadlines to issue inflated invoices.In my dispute, I acknowledged my mistake in exceeding the allotted parking time and expressed willingness to pay the appropriate fee for the extended duration. However, what remains unclear is why the invoice indicates an "unpaid parking" fee of $40 when I had already paid for a four-hour duration. I provided evidence of this payment by attaching a screenshot to my dispute submission.Furthermore, I am confused by the additional "invoice amount" of $50. As a comparison, the ************* imposes a $36 citation fee for unpaid parking violations. While I understand that Premium Parking operates as a private entity, the total invoice amount of $90 appears excessive and unjustified.I firmly believe that the invoice should be revised to reflect a reasonable and transparent fee structure. The lack of response and transparency in handling disputes only adds to the frustration experienced by customers.In light of these circumstances, I request Premium Parking to promptly investigate this matter and facilitate a fair resolution.Thank you for your time.Business Response
Date: 03/13/2024
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 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 sincerely appreciate you and we will make this right! Please disregard any response you get from your appeal, as the Director is going to override any other possible decision, in hopes of turning this around for you.
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