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

  PO Box 507 Annapolis, MD 21404

• 

  Premium Parking Service, LLC

  20 Via de Luna Dr Pensacola Beach, FL 32561-2004

• 

  Premium Parking

  122 Church St Pensacola, FL 32501

• 

  Premium Parking Service, LLC

  125 E Intendencia St Pensacola, FL 32502

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:02/12/2024

  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 pay a monthly premium (currently $157 per month) to park in a specific lot for work. On 2/6/2024 I was unable to get a spot in that lot during business hours. As has often been the case the past couple of months. If I am paying a monthly premium - I should have a spot. I chose to park in a close by lot owned by the same company - with the same price for parking. This was allowed by the previous owner of the lots and I was unaware that the process had changed. I received an invoice with the notice plate not in the system. Asking for a payment of an additional $40 ($15 for parking and $25 fee). The process for filing a dispute was difficult as the website and links provided did not work. I reached out via email and was told I should have called to find an available spot and I should file a dispute. Again the website and link provided in the email did not work. I sent another email and found a website that *** have been the correct one to file my dispute. I was told I would receive a reply within 72 hours. I have not received a reply as of 2/10/2024. I would note that my plate and car were in the system at a comparable lot with the same pricing. And I had already paid for parking. I would also note that since I pay a monthly premium and had I called would have been provided alternative parking in a comparable lot; I would have/could have ended up in the same spot/lot where I was ticketed. I attached the copies of my invoice and my most recent monthly subscription below in my email. I will be cancelling my monthly subscription and moving to a daily payment to avoid this in the future. The Company will be receiving less $ from me, but calling almost everyday to find alternate parking when I arrive at work will not be practical (especially since I really already paid for parking and will not be receiving the service I paid for - This is my biggest complaint). I would like this invoice invalidated/voided.

  

  Business Response

  Date: 02/12/2024

  We sincerely apologize for the inconvenience and frustration you experienced at our parking facility. We understand your concerns and we take such matters very seriously. We value your feedback and are actively working to address the issues you raised. We are committed to providing a positive parking experience for all our customers. We appreciate the opportunity to address your concerns and make things right. Thank you for taking the time to share your experience. Your feedback is invaluable to us as we strive to continuously improve our services. We will make this right for you!  We are going to honor your request for that refund.  In addition to the refund, the local management have decided to void your citation. 

• Initial Complaint

  Date:02/08/2024

  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.

  This company clearly uses predatory practices taking advantage of customers. I stayed at a Marriot property and they have signs at the entrance to their garage that they are parking for said Marriot. Upon leaving Marriot I went to the desk and asked to pay for my parking in their garage. They informed me that they are not affiliated with the garage in any way and that many guests get tickets not having known about the pay by phone in advance model this company uses. Sure enough, after trying to pay the way I always would I get to my car to find a ticket with $40 fee. There was signage on a nearby post but my spot was directly next to the elevator into the hotel and I never walked past any signage nor did the hotel know anything about it. After reading 17 pages of complaint it is clear they deliberately set this model up to scam users. They can clearly pay a parking enforcement person to walk around ticketing cars all day but not a gate attendant. That tells you everything you need to know.

  

  Business Response

  Date: 02/12/2024

  We apologize for the inconvenience this has caused you.  In order to properly escalate your situation, please follow the instructions on your parking invoice to file an appeal.  This will route to the local management of that facility. The appeal process is very easy and will take very little time to complete.  Please look for a response within 72 business hours. 

• Initial Complaint

  Date:02/07/2024

  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 have provided proof of payment to this business related to a parking citation and they have denied my appeal stating my plate wasn't paid for. I have given them a screen grab of the payment on the date of the citation proving that I was at the garage and my spot was in fact paid for. I've received a parking citation for this and feel this is in error due to my payment for parking.

  

  Business Response

  Date: 02/12/2024

  Thank you for explaining the situation and for your feedback.  We want to make this right for you.  We did not see any reference to the actual citation number.  We found a payment under your phone number for plate listed as HHHHHH.  Please send an email to support@premiumparking and reference your BBB complaint ID number.  If we can veriify the payment, then we can void the citation.  

• Initial Complaint

  Date:02/06/2024

  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.

  I received a ticket in the mail from enforcement-web.premiumparking.com Stating that I didn't pay for parking on 2023-12-21. Ticket number ********. I was not in posession of my car and told them so but they only rejected that claim and then increased a 9 dollar charge first to 59 now to 99 dollars. My car was at a repair shop so I asked them if they used the car and stated they did while test driving and paid the parking fee. They even showed me a charge on their card for the payment!I am being threatened with fines and my car being booted and towed if I don't pay this. It was not my fine and the parking fee was paid by the driver at the the time.

  Customer Answer

  Date: 02/07/2024

  Ticket number 10117750

  Plate 1FGG41

   

  

  Business Response

  Date: 02/09/2024

  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 understand that your situation was unique. 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 5-7 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:02/06/2024

  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 Premium Parking at the *********** in ******, ************* three times at Christmas. Each time, I spent 30 minutes trying to put my car into their app. And each time, there were 2 other people attempting the same thing and having the same issue. Each person was confused and confounded with the fact that they could not get the app to work. We all assumed that maybe it was not working b/c they were not charging during Christmas, since there was no other explanation.Since then, I have received 3 violations that include the $9 for the original parking fee which is fine. But then they charge an additional $50 fee for the violation. However, the fee has not been increased to $99 dollars for each of those "violations." Despite it being their vault that their app was not working, I would have gladly paid them the $9 fee and maybe even a "violation fee" of $10. But frankly, it outrageous that they charge $90 for a garage parking issue. I've seen similar complaints about this company as it appears that they're doing their best to cheat people out of money and to ***** people by not having their app work. It's an excuse to get significantly more money then the $9 it costs to park there. In fact, they charge less for a town or speeding violation then this company charges for a parking issue. It's outrageous that they can get gouging people by not having their app work and then calling it a "parking violation."

  

  Business Response

  Date: 02/12/2024

  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 turning around your experience, we worked with the local management of that facility and have decided to lower all of the citations to the minimum which is $15.00/ each.  These are all now lowered.  Please call us at customer suppport if you ever need any help paying for parking.  ************ option 1.

• Initial Complaint

  Date:02/05/2024

  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.

  Premium Parking owns the parking lot at ****************************************************************. They are mailing out fake parking tickets in an attempt to scam patrons out of additional money. They are committing fraud and falsifying documents. I paid for 1 hour of parking for $25. They are attempting to claim an additional $80 from me for extending my stay by 20 minutes and are threatening to send it to collections. I will be contacting local authorities as well.

  

  Business Response

  Date: 02/09/2024

  Hi ********,

  We understand your frustration and the inconvenience this has caused you.  We spoke with the local management of the facility.  We reviewed the camera footage as well.  It was noted you went over by 34min.   We have decided to lower your citation to the minimum amount of just $15.00.  The citation has been adjusted for you.  Thank you for your understanding and your patience. If you ever need any help with your parking purchase, please call us at customer support ************ or email us at ********************************************************

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service 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 one of their parking lots to see if I could park there. There was no attendants or credit card machine. There was a sign with a website link. I checked the website to see how to pay and how much the rate was, and then decided not to park. Left the lot. Never was I parked in any of the spots in the lot. Few weeks later I get a bill in the mail asking me to pay $70. It had pictures of my car and license plate driving into and out of the lot, but no picture of my car parked in the lot. They billed me for 27 minutes: $70 that increased to $110 with late fee. This is ridiculous. There was no phone number on the ticket where I can contact someone to dispute. I would like to get this ticket voided since I never parked in their lot. Ticket # ********

  

  Business Response

  Date: 02/05/2024

  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 addition to the website, we have the following ways to pay:  Call Customer Service at ###-###-####, textpay, camerapay, and via the free parking app.  There are also instructions on the ticket to appeal it.  To change things around for you, we decided to lower your ticket to the minimum which is just $15.   The ticket has been reduced for you. 

  Customer Answer

  Date: 02/06/2024

  [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 21233584, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ***** ****

• Initial Complaint

  Date:01/31/2024

  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.

  This is response to a Ticket (#6GA2742) we received from:enforcement-web.premiumparking.com. I parked at their location on *******. in *********--this is not even on the Ticket. I paid $16.35 to park there for two hours. I submitted this proof of payment to them as I paid using my Apple Card. We entered the garage at 11:51. We got delayed and ended up parking an extra 35 minutes. I tried to add time but it didn't work. They sent me this Ticket charging me $105.00 which includes a $65.00 parking fee and $40 for unpaid parking. Being charged $105 for a 35 minute over grace ****** from a unknown parking service is excessive and abusive. The letter also threatens to boot and tow my car if this amount isn't paid. Furthermore they stated that they are adding a penalty of an additional $30 if not paid by March 14, ****. I submitted an appeal. They immediately responded with the following: "It appears that while reviewing the evidence provided by our enforcement as well as through this appeal that the vehicle had stayed over by 32 minutes. For this reason we are unable to void this citation and can only reduce the citation to the amount of $25. Failure to pay for the entirety of ones session opens one up for the possibility of enforcement in the form of a citation, immobilization, or towing at the owners expense. See below for the terms of purchase that states this. Please allow 3 business days for the citation to be reduced. After that time, please visit the payment portal below to pay the reduced fee." While I appreciate them immediately reducing the fee to $25.00, I believe that it is still excessive. The daily parking fees posted by the parking lot are $12.00 an hour. The resolution I want is to pay the lot for the additional 32 minutes I parked is $12.00

  

  Business Response

  Date: 02/05/2024

  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. Please reach out to our customer ********************** team at ********************************************************* and we will be happy to assist you further.  We appreciate the opportunity to address your concerns and make things right. Thank you for taking the time to share your experience. Your feedback is invaluable to us as we strive to continuously improve our services. 

  Customer Answer

  Date: 02/05/2024

  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.
  
  I reached out to Premium Parking and they insisted that the lowest violation fee I could be charged was $25. I told them that $25 for 32 minutes was exceptionally high given the actual fee for the additional parking time would have been about $12. They told me they couldn't go lower. I know that isn't the case because I read through numerous complains on the BBB site where they did reduce the fee to what the actual cost should have been. I paid the $25 as I didn't want to go past the due date and have more problems with them. I will never park in one of their facilities and I believe they are not handling these types of issues in a fair and honest manner. Instead they hope people will just pay the exorbitant fines and fees they charge when you go over your time rather than accepting payment for what you used.
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 02/12/2024

  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. I will raise your concern with the local management team. 

  Customer Answer

  Date: 02/14/2024

  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.
  
  I paid the vendor $25 for 32 minute overage time in parking as I felt threatened that they were going to take some action against me. The amount I paid was more than the posted rates. I think this company threatens people with high fees for parking overages and threats of collections. They should have charged me for the time I went over, not surcharged me--and I did try to pay the increased time but I couldn't do it remotely. 
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 02/16/2024

  We apologize the the inconvenience caused to you.  If there is anything else we can help you with, please contact us at ********************************************************

  Customer Answer

  Date: 02/16/2024

  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.
  
  The business should refund the excess money to me. That amounts to $13.00. I do not anticipate that this business will do that because they would have charged me the correct amount in the first place, and they had multiple chances to make the situation right but they chose to charge me $25 for 32 minutes excess parking. 
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 02/20/2024

  We are sorry you feel that this was not resolved for you.  The cost for the enforcement was $15.00 and the additional $10.00 was for the unpaid parking.  If you park again and note your time is about to expire, please contact us at customer support and we can help you with any additional parking time purchase you may need.  Thank you for your time and patience regarding this. 

• Initial Complaint

  Date:01/31/2024

  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 paid to park in the Pan American Building Lot in Premium Parking P376 at 8:33 AM on 1/30/2024, in advance for 8 hours of parking, at a cost of $24.11. I parked in a parking space marked as reserved for Premium Parking. I got back to my vehicle around 12:45 PM, with nearly 4 hours left. It was booted, with an Admiral Enforcement Immobilization Notice requiring me to pay $130.00. After discussing with the Admiral representative, and left with no other choice to have the boot removed, I paid the $130.00. Admiral had no basis to boot my vehicle. I previously filed a BBB Complaint against Admiral, who agreed to refund me $50.00, as a courtesy. As part of the answer to that complaint, however, Admiral explained that "The boot was placed by the request of the parking company Premium Parking. Customer was parked in a monthly parker reserved space. ... Anything further regarding spacing and parking fee will need to be directed to Premium Parking." In view of this, I am now filing a complaint against Premium Parking for the remaining $80.00. Aside from the nearly illegible fine print, the sign in the attached exhibit reads: "Reserved 24/7. Photo Enforced 24/7. Premium Parking. Select Your Own Space Today." Nothing on the sign mentioned monthly. Only that it was reserved 24/7 for Premium Parking, and that I could select my space today. Based on the sign's language, I had no way knowing that hourly Premium Parking customers were prohibited from using this space. I still do not know where I was actually supposed to park for typical hourly parking if not there. Perhaps the Premium Parking sign was intended to mean what Admiral stated in its answer, that the space was for only monthly parkers. I am sure others have been and will continue to be hoodwinked by this sign. We should not all have to pay boot removal and unpaid parking fees because Premium Parking's sign is confusing and misleading. Candidly, I would rather the signs changed to be clearer than the $80.00 refund.

  

  Business Response

  Date: 02/05/2024

  Unfortunately, as you had stated, you parked in a reserved spot.  The immobilization was valid and is there as a deterrent to prevent transient parkers from parking in a reserved space that others pay extra money for.  By you taking their reserved spot, they were not able to park in their normal parking space.  We sincerely apologize for the inconvenience and we will raise your complaint to the local management team for that facility. 

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21227497, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The PRemium Parking response stated that "The immobilization was valid and is there as a deterrent to prevent transient parkers from parking in a reserved space that others pay extra money for."  This response clearly misunderstands what occured and the underlying issue which is concerning.  I was not a transient parker--I paid for a Premium Parking space.  See Exhibit 1.    

   The response further states that "By you taking their reserved spot, they were not able to park in their normal parking space."  The sign on the space did not mention anything about the parking space being specifically reserved for specific person or being someone's "normal parking space."  The sign simply stated that it was reserved for Premium Parking customers.  I was a Premium Parking customer.  See Exhibit 2.  There is no way for me (or anyone else) to know or believe otherwise.  This is a pure bait-and-switch.        

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

  
  

  

  Business Response

  Date: 02/05/2024

  Thank you for clarifying.  I will reach back out to the local management of that facility for you.  

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  
  in reference to complaint ID 21227497, Admiral Enforcement has reimbursed me the entirety of the $130.00 in immobilization fees and alleged unpaid parking fees that I was charged for the removal of the boot on my vehicle.  In view of this, I ask that my case be closed.  To the extent that PRemium Parking has been in communication with Admiral in prompting this, I would like to make it clear that I appreciate those efforts.  I would also like to reiterate my prior comments, though, that I think the signage in the parking garage that is intended to alert people that the Premium Parking spaces are permanently reserved is confusing.  In my case, it is illogical for me to have intentionally paid to park for eight hours in the garage, only then to also intentionally park in a space that I had good reason to know I could not and should not park in.  In other words, if I intended to park illegally, I would have never paid to do so in the first place.  

  Regardless, I appreciate the matter being resolved.  

  Regards,
  
  
  
  *******

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair 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 a parking lot in ********** and there was no place for me to pay or notice of HOW to pay. I would have paid upon entry or exit but nothing was ****ed as to how to pay. Then I received a ticket for $30 plus a $50 processing fee! This is extortion! They don't **** HOW to pay so that they can extort money from you.

  Customer Answer

  Date: 01/31/2024

  I've provided the invoice

  Customer Answer

  Date: 02/06/2024

  This business contacted me and has agreed to waive the fine.  Please let me know how I can add this comment to my complaint.  

  
  

  Best regards,

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