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

  21 E Garden St Pensacola, FL 32502

• 

  Premium Parking

  100 Block S Baylen St Pensacola, FL 32502

• 

  Premium Parking Service, LLC

  101 E Government St Pensacola, FL 32501

• 

  Premium Parking

  12 W Cedar St Pensacola, FL 32501

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:03/05/2024

  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!  

• 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 March 1st 2024, I was looking for parking and came across a parking lot on 818 N 1st St in Phoenix, AZ. I am a disabled veteran and a disabled placard holder, and I was seeking a parking spot. I drove into the lot on the above mentioned address operated by Premium Parking. A cone was obstructing the spot so I moved to park. There was no sign stating no parking just a cone saying Westgate. I parked and paid for parking at location ***** and do have a confirmation number for the payment. At the end of the night, I was looking for my car and the food vendor told me it was towed. I called the police and tow company which they stated my car was towed for unpaid parking. The account manager for the area stated my refund was processed but refused to answer as to why, simply stated the spot was reserved. The spot was reserve and occupied by a food vendor, which goes against AZ state law, as they were occupying a handicap parking spot. The account manager was unprofessional and refused to answer questions, I asked to speak to a manger, she refused to provide me with any information.

  

  Business Response

  Date: 03/06/2024

  ** *******

  We have sent your complaint to the local market.  We would like to speak with you.  The supervisor over that Account Manager you spoke to wants to speak to you about your experience with her and resolution for this issue.  Ben R. will be contacting you. Thanks for raising this concern and the opportunity to speak to you about this. 

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21384791, and find that this resolution is satisfactory to me. 
  
  They refunded me for my parking and towing. Additionally, they will be providing me with parking credit and training for the account manager.

  
  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 Feb 19, 2024 I parked in a parking lot managed by Premium Parking Service, LLC and paid the $10 parking fee using their app at 6:21PM. Today I received an parking fine notice from them. Looking over the fine the date of the fine is Feb 19, 2024 the time for my parking within the parking lot is listed ad 6:18:05pm until 7:18:59pm. When entering the parking lot number I inadvertently typed the number slightly incorrectly (the correct number was P3048 and I typed P3045). I sent in an appeal for the fine since I have a receipt showing parking and the time for that receipt matches with entry into this parking lot. Despite the receipt, the confirmation number of the receipt and the time matching their time stamped photo records I was denied my appeal due to what was called "company policy" regarding their signage. They allow no consideration for people making mistakes even as simple of a mistake as typing a 5 instead of an 8. This is not a good policy and makes the company suspect. I am at the mercy of this company since they have the power to have my car booted should I fail to pay the fine of $80. Plus the original $10 (plus $1.64 card processing fee) that a paid in good faith.

  

  Business Response

  Date: 03/05/2024

  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:03/04/2024

  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.

  **** ALERT!! I parked in the parking garage at Canal Place on December 30,2023 at 3:53pm, I went over to the machine and paid $27 for 3 hours. Got my receipt, which I still have, and exited at 6:36pm, less than the 3hrs. that paid for. On Saturday January 13th I received a ticket in the mail from *********************** at Premium Parking stating that my license plate number was not put in the system when I paid, so I now owed them $85 MORE! I appealed it and sent them a copy of my paid receipt. On January 16th I received an email stating *********** I am able to get this fee reduced to $20. I hope that helps!" The machine NEVER asked for my License Plate # BUT took my money and gave me a receipt, THIS IS WHERE THE **** LIES, BEWARE!! I DID NOT and WILL NOT pay any more money to this company! Today Feb.29th I received another letter stating that I must pay $85 by January 29th (1 month ago) and if it's not paid by February 28th (yesterday) It will be turned over to collections and is subject to booting /towing. Well good luck with that you ****MERS! You'll never see a nickel out of me and I will never park in another one of your lots again!

  

  Business Response

  Date: 03/05/2024

  Dear *****,
             I am sorry to hear that you are unsatisfied with our resolution to your appeal and price reduction for the citation issued. However, the receipt you provided shows a parking session purchased for license plate number 4444, which is not the license plate number of your vehicle *******.
  
  Per our Terms of Purchase- 
  
  All parking must be paid in advance. Your license plate number is the credential that makes your payment valid. Enforcement is provided by a third-party vendor which checks the license plates on the location. Vehicles parked or paid for inappropriately will be immobilized, cited,  or towed.Make sure to complete separate transactions for each occupied space. In addition, even if you can park multiple vehicles in a space (smart car or motorcycle), each must be paid at the full parking rate. Daily parking sessions purchased through the Premium Parking digital machine, website, or mobile app are nonrefundable after the start time has begun, regardless of your use or non-use of the Session. 
  
  If you park on our unattended lot and retain your car keys, no contract of deposit is created but only one of hiring or letting out of space.We are not responsible for losses resulting from theft, vandalism, or property damage to your vehicle or its contents. 
  
  PARKING IS NOT TRANSFERABLE. You cannot transfer parking to other vehicles or other locations.
  

  Customer Answer

  Date: 03/05/2024

  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 company stated, the charges are applied by tag numbers but as I previously stated, the machine DID NOT ask for my license plate number but did charge my card for the 3 hours.  I did pay, as my receipt shows, but it would not show my tag number because it was NEVER ASKED FOR.. I see no reason why I should have to pay them any more than my paid (3) hours. This seems to be a fault in their machine.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
   

  
  

  

  Business Response

  Date: 03/13/2024

  We noted your rejection and we want to turn your experience around.  We verified that "4444" was entered into the pay machine.  We verified this information with the manufactorer of the pay machine.

  Regardless of the plate number that was entered, we are going to void this citation for you.  Please allow 3-5 business days and disregard anything you may get in the mail regarding this particular citation, as ******** notices are sent out each week. 

  We sincerely apologize for the friction this may have caused you and we will continue to montior the situation to ensure there are no other affected customers.  

• Initial Complaint

  Date:02/29/2024

  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 parked at the ********* sports complex for a weekend tournament on 1/14/2024. Their parking garage is run by premium parking. When I parked, I scanned the app QR code and paid for the parking. I have proof in my ***** fargo bank account that they charged me for this parking event. Yet I got a notice with my license stating I did not pay. I opened a support ticket, sending them by bank statement with proof that i paid them (highlighting the date of when I visited and paid). They responded and said I didn't pay and closed my ticket. Now I'm getting late notices and the amount is going up. This company is crooked, simply look at all the negative reviews. Now I'm in a place where I either have to pay an extremely inflated bill or my credit gets dinged. When the entire time I actually paid for the parking. Clearing their system is flawed. Had they simply reached out to me to work through the situation, I may have even been willing to pay them the extra 7 dollars or whatever it was they are saying I owe. Even though I have proof on my ***** fargo account that they charged me already. My resolution, I simply want this erroneous bill waived.

  

  Business Response

  Date: 02/29/2024

  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.  This particular location is actually managed by the ************************.  We spoke with the local management and they immediately voided the citation for you. Please disregard any notices you may receive in the mail, as reminder notices get mailed out.  We appreciate your time and allowing us to make this right for you. 

• Initial Complaint

  Date:02/26/2024

  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.

  First time user of this app & was open to adopt a new service. Instead --Premium Parking has fined me for $110. being delayed by over 20 minutes even after their app wouldn't allow me to pay for extension.Here's the kicker! Invoice Date is Dec 9th & the "Fee schedule" is January 9th BUT THE NOTIFCIATION was generation FEBRUARY 14th Meaning I got the letter A MONTH later saying "hey you were given a ticket from this private company + fine + delay + we notified you a month later so now you also owe us MORE for our delay."So a normal parking event and a simple fine was escalated by Premium Parking to $110.00 FOR THEIR OWN NOTIFICATION DELAY. I want this fee reduced to $15 or removed entirely or I will report to *************. LOT #P2530 INVOICE NUMBER #********

  Customer Answer

  Date: 02/29/2024

  Check photo for real evidence of timestamps + license plate #

  

  Business Response

  Date: 02/29/2024

  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 agreed to honor your request to have this reduced to $15.00.  This adjustment has been completed.  We appreciate your time and understanding. 

• Initial Complaint

  Date:02/14/2024

  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 12/30/23 we parked in a parking lot at ******************************************************* that was open, with no attendant, no ticket booth (automated or manned) no signs or clear indication informing us of parking fees, rates, etc or informing us that we would be fined, towed, or billed if we parked there. ON 2/14/24 we received a 2nd notice in the mail (never received a first one) from Premium Parking.com PO Box ***** ***********, ** ***** indicating we owed $100 by 2/28/24. The bill indicated that it would have been &60 if paid in January. Thus was impossible since we never received anything but even so this is an outrageous scam. If we were going to be charged 60 or 100 for parking we should have been informed this. It is the duty of the business to put up signs clearly indicating this to inform people. The letter has no telephone number to speak with a real person. Tried to appeal online and the site froze up/crashed both times.This is dishonest criminal extortion at its finest. Sending this to collections and threatening to tow/boot cars is criminal harassment a minimum without due process. If this is legit we want a phone call from the parking business that explains this.

  

  Business Response

  Date: 02/16/2024

  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!  Lastly, we reviewed the signage and are looking for any opportunities to improve it.  Unfortunately, the BBB site does not allow for images to be uploaded or we would provide them to you here.  If you need any help paying for parking, please contact us at ************ or ********************************************************.  You can download the free premium parking app available for iOS or Android. Just put in P7501 for the location and pick which rate you would like.  

• Initial Complaint

  Date:02/14/2024

  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 December 19th, 2023, I went to SilverSpot Movie Theater. I entered Premium Parking's parking garage and had my ticket validated by the theater, which resulted in a charge of $8.35 to my bank account. On December 27th, I received a $90 parking ticket claiming my parking was never paid for. I have attached the validated ticket to this claim and the $8.35 transaction, proving my payment. When I called Premium Parking, the customer ********************** agent informed me that the ticket was a result of unpaid parking, a claim that is untrue. I looked into this company only to find hundreds of similar claims. This company consistently tries to scam consumers into paying tickets based on unfounded claims. I wish for this to be resolved by dismissing the parking ticket.

  

  Business Response

  Date: 02/16/2024

  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:02/14/2024

  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.

  This an embarrassing situation that customers need to look for some insane way to resolve. I live in *****, **, and parked my vehicle at the famous Whole Foods Market downtowns parking (I cannot believe they are supporting Premium Parking to dig customers money). The facts: I parked at the facility located at ******************* Garage #P2530 on 11/24/2023 at 2:33 PM, expiring at 4:33 PM, paying $15.35 for 2 Hrs. with my credit card transaction #*******A8001W4R0B. Then, weeks after I received invoice #******** for $90 if paid before 12/24/2023 or $110 if paid thereafter. If the parking session expired at 4:33 PM and the ticket states that the violation occurred at 4:58 PM, 25 minutes may be considered that I parked beyond the **** I was supposed to leave the lot, without any runway **** nor grace **** (website states we have a 15-minute grace).On 12/12/2023 I contacted Premium Parking (enforcement-web.premium parking.com) through the webpage and disputed the Invoice by explaining the situation and providing proof/screenshot of the screenshot of the charges in my credit card statements, then I received an email reply from ***************************************** stating that Your dispute form has been submitted. Our local management team is reviewing and you will receive a response, via email, within 72 business hours..Now, more than a month later, I received another Invoice Note reiterating that the Invoice has not been paid, and after 60 days I will be referred to collections. Please cease and desist trying to dig $110 without any justification, and threatening to bring me to collection (for sure at least an additional $700 affecting my peace of mind and credit), when I paid $15.35 for 2 Hrs. (about $7 per hrs.). Is Whole Food Market a parking facility or a scam opportunity? I respectfully request that this charge of $110, if applicable, be reduced to the parking fee for the 10 minutes of over**** limit, or better be waived as grace ****.

  

  Business Response

  Date: 02/16/2024

  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 reduce your citation as per your request.  It is now set to the minimum which is $15.  That will cover any time you went over and the cost of having to enforce. Thank you for your understanding and patience. 

• Initial Complaint

  Date:02/14/2024

  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 1/27, I used the Thames lot (*************************************************) in lot P2320. I have attached a text exchange showing that we downloaded the app and put in our information to pay for parking. We received a text to verify, then once when we submitted payment and then finally, it reminded us 15 minutes prior to our ticket expiring. We received a ticket on 2/12 with an amount due of $105.00. Thie ticket about is $65.00 and the unpaid parking fee is $40. I have also attached a bank statement showing that we paid $9.35 for parking. I'm not sure why we received this as we paid for our parking and did everything we were supposed to do. I have already sent in an appeal to dispute this, but I want to make sure that all of this is dropped and there is nothing against my name or car for this.

  

  Business Response

  Date: 02/15/2024

  Thank you for sending over your concern.  We have fully investigated the claim.  We found your car entered/exited via the cameras at: Time Parked IN - 2024-01-27 1:26:27 pm EST
  Time Exited 2024-01-27 3:03:45 pm EST.  You parked for a total of 1hr:37min.  You paid for parking, but only for one hour.  The local management decided to lower your invoice to $30.00 via your appeal.  The adjustment has been made for you.  Thank you for your time and understanding. 

  Customer Answer

  Date: 02/15/2024

  [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 ********, and find that this resolution is satisfactory to me.  Will they be mailing a new bill with the new adjusted amount of $30.00?
  
  Regards,
  
  ***************************