Complaints

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

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  Premium Parking Service, LLC

  601 Poydras St Ste 1500 New Orleans, LA 70130

  
• 

  Premium Parking Service, LLC

  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:03/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a ticket which I believe was incorrect. I received and email and responded and never received a reply. When I checked Premium parking charged me an additional $25. I believe at a minimum the $25 should be. removed. Taking a picture when you enter does not mean that is when you were finally able to make a payment on their system which took several attempts to pay after scanning their QR code.

  Customer Answer

  Date: 03/13/2024

  I have attached the ticket and the email chain.
  

  

  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 want to make this right for you and change your experience. All fines/fees are approved by the city, but we have obtained approval for your partial refund you had requested.  We noted your $25.00 request and it has been sent for processing.  Thank you for your understanding and patience as we work on this refund for you. 

• Initial Complaint

  Date:03/12/2024

  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.

  I am a client of a provider that offers free parking in a lot next to the building. I had an appointment on 12/26 with provider. A month later I received an invoice in the mail for $54 indicating that I received a parking violation. I immediately appealed this violation/fine. I never heard back from premium parking so I followed up with an email on 1/22 at 12:41pm asking status since their website said that Id get a response within 72 hours and a week had gone by. Their email reply: ?Thank you for contacting Premium Parking. At the moment, a decision has not been made. We have escalated the appeal for additional support. Please allow additional processing time. Your ticket has been placed on hold. You will not incur additional fees during this process. Premium Parking never got back to me. Yesterday, I got another invoice from them with a late penalty fee bringing the to total to $91. This is very inappropriate since they advised me - in writing- that I would not incur additional fees. They never responded when they said they would. I sent them the photo of the new violation invoice yesterday & asked for the appeal status. This morning I receive an email from Admiral ******************** advising me that they are denying my appeal but are willing to split a balance with me? The invoice is valid as Premium Parking did not receive payment or validation for your parking session. Premium Parking must pay a fee for all invoice void requests. Because this was not an oversight on Premium Parking's end, we are unable to void your parking invoice and we must balance accountability with ****** However, we are willing to split the invoice fee with you. Therefore, the best we can do is reduce the invoice to $17.00. When you call the phone number Admiral ******************** gave in the email, it is a menu for Premium Parking. Arent they the same company? Why are they acting like separate entities? I plan to check SOS for that info. I request that my violation be voided 100% $0

  

  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 also disregard any appeal decision you may receive, as the Director of Customer Support, I am overriding any possible decision and voiding this for you. 

• Initial Complaint

  Date:03/12/2024

  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.

  I had some business at Duval county court house this day..the back parking lot was closed for construction. Me, along with 2 others, approached the kiosk to pay for parking. Kiosk was broken. Notification was generated 2/21/24. Due 3/16 for $85 and before 4/15/2024 amount due is 125. I appealed the ticket, explaining that I would've gladly pay to park in their lot but ***** was down. Company sent me a picture of my car entering and leaving the parking lot. I said, then you would've seen me standing at the kiosk with my debit card out. Now, I'm being threatened with a boot and tow on my car and turned into collections if I don't pay this ticket. I explained that I'm disabled from strokes and brain bleeds and on a fixed income. This company is scamming people out of their money and I don't know who I should contact regarding this dispute. I called their number, only to be hung up on after the lady was rude and uncaring. Said, appeals process was closed..the number is *************.I have a call into some local news stations here in ************ to do an investigation on this company.

  

  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 anythng 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!  If you ever have any issues with paying for parking, you have many alternatives.  You can call us to pay over the phone at the ************ option 1 or download our app (free for both iOS/Android), or you can scan the ** code, and lastly, you can always do a textpay request.  We are here to support you and our goal is to not have to enforce as it creates extra cost for us and its not a great experience for the customer.  Your feedback will make us better as we strive for excellence and continue our A+ BBB rating. 

• Initial Complaint

  Date:03/11/2024

  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.

  Im writing a letter as a concerned customer. I have concerns with ********************************************************* garage at **********************************************************. I want to file a formal complaint regarding some of my concerns with their parking ticket. First, the Excess Charge Notice (ECN), of $105. The duration of parking on the parking ticket is 1hour and 5 minutes on Feb. 15, 2024. Hourly parking rate is $12 at this garage per **** at Premium Parking. The parking ticket states unpaid parking fee $40.00, ticket amount $65.00 and amount due $105.00. So for a $12 hourly rate parking fee there is a $93 upcharge. This is the reason why I say its excess charges. These fees are more than the local government authority in ************** *********** of ******* *****************). Second, on the parking ticket it states, tickets not paid after 60 days will be referred to collections. Violators vehicles are subject to booting/towing and if not paid in one month you owe $145.00. This verbiage is very threatening. Third, I dont see **************************** on the parking ticket. The ticket symbol Enforcement ********** Municipal Parking Services, its a symbol similar to ********* City. This is not a local authority but the symbol is very similar to ********** of ******* *****************. **************** of Freedom Act, I see where on the ticket they have a picture of my license tag but they have not identified who the driver of the vehicle that incurred the parking charge. The Protection of Act bans private sector authority with no lawful authority. For example, booting and towing. I have tried to reach out to Premium Parking with an appeal to resolve this situation but was unsuccessful for an solution and was told their citation decision is final. Im requesting only to pay the actual parking fee of $12 for the 1 hour parking fee. Ticket number ********.

  

  Business Response

  Date: 03/13/2024

  Hi Ms. **************** sincerly appreicate your feedback and we want to make this right for you.  In hopes of turning things around for you, we have decided to honor your request.  Your invoice is now adjusted to $12.00.  We will bring your concerns to the local management of the facility.  Thank you for your patience and feedback.  We truly apologize for the friction this has caused you. 

• Initial Complaint

  Date:03/11/2024

  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.

  They are stating my car was parked somewhere... I'm not even sure where and that I owe them now 60 dollars... no evidence but a letter was provided to me.

  

  Business Response

  Date: 03/13/2024

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

  The violation was from 11/28/2023.  See attached for the proof of parking.  The location was ******* Avenue On-street parking at P2242.  The violation occured at 1:41pm.  There are additional images if you would like to see them of the agent putting the citation on the windshield.  

  In hopes of turning your situation around, we are going to void this citation for you.  Please disregard anything you get in the mail regarding this violation as reminder notices are mailed out.  

   

• Initial Complaint

  Date:03/11/2024

  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.

  My elderly father ****** in a garage this company "enforces" for an event on March 1. He attempted to use onsite payment methods, but they did not work properly (there were other, significantly younger individuals having the same difficulty as him, so this tells me it was not user error, but an issue with the onsite systems). He returned to a "ticket" on his vehicle, stating he had parked in a fire lane/blocking fire hydrant/bus zone, and trying to ***** him for a total of $64.00 - $14 for the actual parking, and a $50 "convenience fee."We are not disputing the fact that he owes for parking, and we are more than willing to pay, but trying to fleece customers for $50 on top of parking is incomprehensible, especially an elderly individual. Accusing someone who has been driving for 60+ years of parking in a no parking zone is unfounded - there were no signs next to where my father parked indicating that he shouldn't park there (for events, there are usually employees of the garage onsite telling people where to park - why would they tell someone to park in a no parking zone to begin with?!)I too have parked in this facility and had issues with onsite payment systems working - this is not an isolated incident. The only acceptable resolution is an adjustment of the "ticket" (that left a sticky film all over his windshield, which is also unacceptable) to reflect ONLY THE *** FOR PARKING ($14.00). We are more than happy to pay that amount, but refuse to pay $50 that we do not owe, as it is not the consumer's fault onsite payment systems do not function as intended.I did immediately dispute with the company, and via their website, was told we would receive a response in 72 business hours. As that time frame has passed, I am now taking further action.

  Customer Answer

  Date: 03/11/2024

  Hello, attached is a copy of the citation.  **** plate # JTG8848 (Noted on citation as well).  Please advise if further information is needed. 

  

  Business Response

  Date: 03/13/2024

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

  We apprecciate the honesty and the feedback.  Your request was very reasonable and will be granted.

  We have reduced your invoice to the $14.00 as per your request.

  Thank you for your time and patience in this matter and your thorough feedback.  We strive for greatness and your comments will help us achieve this.  We are speaking with the local management of the facility to see if there are any opportunities for improved signage.  

• Initial Complaint

  Date:03/11/2024

  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 entered the garage(****) in *********** this morning (3/08/24) at approximately 8:05 It was raining and I paid for 10 hours with promo code. I work at ******************* and always park here without a problem until today! For some reason I'm not sure If it was because it was raining or a glitch on the app. I have never had a problem before this. The payment I guess did not go thru until later but did go thru! They booted my car for license not in system. Since I did pay for parking im requesting my boot fee be reimbursed please! #*******

  Customer Answer

  Date: 03/11/2024

  Replying to previous message 

  

  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 want to make this right for you and change your experience.  We are going to override that previous decision and we are going to give you a refund for the amount requested.  We want to earn your business again and make this right. Please allow 5-7 business days for processing. 

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Premium parking is operating an open parking lot with no attendees or markings stating that it is a private lot. They are attempting to collect parking ticket fees for individuals who park their vehicle said lot with out paying. This lot, and all other lots operated by this company need to be marked and gated so no one can confuse this with government operated parking lots.In addition to this, premium parking is also sending parking tickets that do not have their company name, or the driver name. They are trying to pass these off as tickets from the city. On these tickets, they are threatening to boot or impound vehicles if the erroneous fees are not paid.

  Customer Answer

  Date: 03/08/2024

  Attached is a copy of the ticket in question.  I have done some research on the subject, and I am not convinced that this company has authority to ticket in the *****************.  I am also certain that they have no affiliation with ********* city parking authority.  

  

  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! 

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asking for the late fees to be removed from the 10 different parking tickets. My son was moving from an apartment. The movers had to re-schedule because of icy conditions and snow. By the time, the invoices came they were already past due with late fees assessed. And, even now the 3rd past due fees on the bill. I am asking for the fees to be reduced so I can pay.

  

  Business Response

  Date: 03/06/2024

  Hi *******

  This is a very reasonable request.  We can absolutely honor this.  It will take a couple of days to get all of them adjusted for you.  By Friday, if possible, you can follow the payment instructions on the ticket and pay them all at once.  You just need to select each box when you get to the payment screen.  It is an easy process.

  We sincerely appreciate you as a parker/customer!  If you need anything else, please do not hesitate to reach out to us at [email protected].

  We hope you have a wonderful week and weekend.  Lastly, we appreciate your kindness and approach.  

  Customer Answer

  Date: 03/06/2024

  [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 21391288, and find that this resolution is satisfactory to me.

  
  
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:03/05/2024

  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 02/10/2024 I parked at Rivers Parks Garage, ******* ** for about 3 hours and paid for 24 hours my parking using my phone and my credit card.On 02/29/2024 I received via postal service a parking citation for $75.00. At same day I sent a picture of my credit card confirming my payment of $24.27 to Premium Parking.Today, 03/05/24, I received an e-mail confirming my payment, however Premium Parking is saying that I paid the parking for "plate 0724", not to my car's plate. Premium Parking is offering to deduct $20 of the original $75.00.I complete disagree with them. I already pay for my parking spot, and I should not be penalized for their technical glitch. I am hearing that, like me, many other drivers are experiencing issue from this company. I want this issue resolved at once.

  

  Business Response

  Date: 03/06/2024

  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 sincerely appreciate you and we will make this right!