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:12/13/2023

  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 was charged a total of $167 for parking even though I paid for parking for a couple of hours in this garage. I paid the fine to **** for this rental car, the proceeded to try to straighten it out with the parking company. When I called, the rep was helpful and said that I'd punched in one wrong digit on the parking payment app/website when I entered the license plate number of the rental car. It sounded like this was a common mistake. I was told do submit documentation and they would take care of it. That sounded great.I called the company today (12/13/23) since I never heard back from them after speaking with them 90 days ago on 9/13/23. I even had an email from 9/13 confirming the submission of my appeal. Today I was told that they looked into it and I did indeed have 1 digit mistyped on my entry to their app/website. However, they told me that on the website I paid for "1 hour" but parked in the garage for 2 hours and 35 minutes. I guess my meeting went late. I did not receive any prompt that day to pay money. And I would have considered it fair to charge me for the extra 1 hour and 25 minutes since I stayed longer.I'm not satified with being charged $137 (violation) plus $30 (processing by ****?) for parking in a parking garage spot in *********, ******** -- especially when I did the right thing and paid.

  

  Business Response

  Date: 12/15/2023

  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.  This will take a couple of days for processing, but we are requesting this today for you.

• Initial Complaint

  Date:12/11/2023

  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.

  There was no place that asked for information, no place to take ticket to park at the restaurant 20 feet away, and they are trying to shake my down down for $120.00, $2 dollars a minute. No notice and even claiming $20.00 for unpaid fee, I never knew about a fee to pay it. Its a total shake down.

  

  Business Response

  Date: 12/12/2023

  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, this is the first complaint for this location.  All you have to do next time, is when you go into the restaurant ask them about the validation kiosk.  You will just enter your plate # there.  This is officially voided for you.

• Initial Complaint

  Date:12/08/2023

  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 November 24, 2023, my vehicle was parked in an unattended owned by Premium Parking lot that stated "pay by tag". The amount to had been charged was $20. We arrived at 4:33:45pm and and exited at 5:31:59pm for a total of 58 minutes and 14 seconds. We received a parking ticket in the mail for $97. We have absolutely no idea where this figure came from, as Ticket Amount of $65 and Parking fee of $32...does not equate to $20. It is ticket #********. We are seeking full admonishment of the $97 unwarranted ticket, as well as all documentation that explicitly expresses these amounts as they are not published publicly at the location, besides the $20.

  Customer Answer

  Date: 12/08/2023

  As required.  Apologies for not attaching it earlier.

  

  Business Response

  Date: 12/12/2023

  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, if you submitted an appeal, we are going to override any decision made by that local management and void this.  You can disregard any appeal decisions because this one is voided.

• Initial Complaint

  Date:12/08/2023

  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.

  Ticket # *******  I parked in a lot for the convention center on 9/16/23. There was no person there for us to pay for the spot or to help us. When coming back to my car, I see a parking ticket for over $100. I appealed it and didn’t hear back. I sent an email to the appeal team and they said they never received my appeal. I appealed again and they said they would escalate it. This was in September. Haven’t heard anything, no email or phone calls. Then this past week, in December, I receive mail with a bill that says “Parking Ticket Late Notice” I never received a first notice!! I owe $60 plus a “service fee” of $10, which is a late fee, so the bill was $70 total. No where on the letter shows if my appeal was approved and why I have to pay a $10 late fee, when I didn’t even get a first bill in the mail after appeal!! I think I deserve a refund of at least the $10 as I was blindsided. I didn’t even know how much parking was until I got this ticket because there wasn’t an actual human being there running the lot!

  

  Business Response

  Date: 12/12/2023

  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 noted
  you submitted an appeal.  We are going to
  override any decision made by that local management and void this.  You can disregard any appeal decisions
  because this one is voided.

  Customer Answer

  Date: 12/13/2023

  [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 20977682, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ******* ********

• Initial Complaint

  Date:12/07/2023

  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 use premium parking on broad street I paid for the parking. A few weeks later I got a ticket in the mail for not paying for parking. I found my receipt and send it to premium parking along with a dispute.They denied the dispute stating I paid for the parking after I exit the parking lot.I parked my car car, scan the ** code while walking to my appointment I paid. I didnt know that was prohibited and there is no sign stating other wise.Now they telling me I have a 125$ I have to pay. I asked what happened to the $14 I paid and was told i cant get that back and there is nothing they can do about this. And my dispute was denied and cannot be reopened.

  

  Business Response

  Date: 12/07/2023

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

  Thank you for sending this over.  I was able to determine exactly what went wrong.  Our entire system is dependent on customers putting in their license plate number.  The cameras read the plates of incoming/exiting vehicles.  I found your payment and I want to make this right for you.  Please email our Director, ******************************  *********************************************************.   He will ensure your citation is voided for you.  We will make this right so we can maintain our A+ rating.  We do sincerely apologize for the inconvenience and we are determined to make this right for you.

• Initial Complaint

  Date:12/07/2023

  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 live in ***** *******. Over Thanksgiving holiday, I dropped my dog at my friend's condominium bldg. ** told me to park on the first level where the public could park. Dates I visited were 11-21-2023 drop off, 11-25-2023 pick up. Each time I stayed under an hour. I saw signs that the building provided resident and paid public parking, but there was no further explanation. Specifically, I couldn't tell (1) which spots were pay to park, (2) there was no signage on rates to park, (3) but most importantly, THERE WAS NO EXPLANATION POSTED ON HOW TO PAY. No - "Take a ticket." No - "Download this app for your iphone to pay." Nothing. I parked in a spot for visitors and went in.Yesterday, 12-6-2023, I received two "invoices" from a company called Premium Parking, whose name I did not see on any signage when I parked (I have photos to submit of all signs on premises as backup). Each invoice said I owed $75.00 for a total of $150.00 for failure to pay on Nov 21 and Nov 25. They had a license plate reader to confirm it was my car. So much attention and $ was utilized to capture and contact and penalize me, and next to no effort was made upfront to make clear HOW I could comply.In short, Premium Parking operates a PREDATORY business designed to obfuscate how a person may willingly pay for a short term parking stay. Rather, they are motivated to instead send an invoice with an exorbitant penalty to collect extra money. It's a shakedown. Moreover, they only gave me two weeks to pay (until 12-21-2023) or the fine would increase. Finally, they said invoices not paid after 60 days will be referred to "COLLECTIONS." This feels like STRONG ARMING, akin to loan sharking, and definitely is not the practice of a business acting in good faith.Sending you photos of all on-site signage from Premium Parking. To differentiate, I'm also sending example of a different company in *****, Pay by Phone, whose signage makes clear to customers how to pay.Note $150 was reduced to $110.

  

  Business Response

  Date: 12/07/2023

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

  We appreciate you raising these concerns.  We have alerted the market's leadership team to ensure there is adequate signage.  They are looking now to see what additional signs can be added.  We truly appreciate you sending this over, as we have not received any feedback like this for that facility.  We are always looking to improve our services.  We appreciate your time and effort you took in explaining the situation. 

  Customer Answer

  Date: 12/08/2023

  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.
  
  Response from Premium Parking was a small step in the right direction, but not much more. For starters, they know who I am. I don't know if was ************************************* who responded or the janitor who is not in position to make any changes in policy. Whoever authored their response did not identify themself. Second, the response is effectively, "Thank you. We'll look into it." I won't be satisfied until I learn of concrete steps to change signage at that facility and other parking venues operated by Premium Property in the Miami area. Finally, the answer avoids acknowledging the inappropriate tenor of the "invoice" sent to me and others who got sucker punched by their "We know you can't pay, but we're still going to fine you" garages. I had no warning I was parked inappropriately in the garage, then I get a letter that says pay up, or we'll increase the fine in the next two weeks and then send collectors after you. The whole game operated by Premium Parking to fleece unknowing visitors to the Artem left a bad taste in my mouth. I won't be satisfied until I see clear cut evidence that they have changed how they alert visitors to their facilities of the steps they can take to pay, and then how they communicate with visitors when they send the goons out to collect.

  
  Regards,
  
  ************************* (The disclosed name of one party to this discussion)
  
   

  
  

  

  Business Response

  Date: 12/12/2023

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

  We noted your rejection.  We are going to have the manager of that location give you a call to explain further. 

• Initial Complaint

  Date:12/04/2023

  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 prepaid for parking at this location w/ event ticket purchases on ticketmaser. Apparently there was an issue w/ the park whiz app that wasnt showing the barcode scanner, but had the address, the order number, a picture of the structure, the date/times for parking that was paid for. When I arrived the gate attendant called over the supervisor for help. The supervisor looked over the information showing on the app, then claimed they couldnt let me in without the barcode to scan then proceeded to tell me I was at the wrong location. When I addressed the address shown at the top of my parking purchase and authorization showing the supervisor then threatened to call the cops if I didnt leave just because I was showing her I was at the right location and the purchase information/authorization. She provided 0 help, just a threat to call the cops. This is not customer ********************** and being a Military Veteran that is being threatened with Police over a valid purchase is insulting. I went to the other entry way to this garage and low and and behold she was standing there. As soon as she saw me in line she approached the gate attendant and mentioned something. Luckily my app fixed itself and showed the barcode (I believe the app had updated) and had no further issues. That supervisor (my wife thinks the name was ********, overweight black female) needs education in customer **********************, demoted or needs to be fired.This whole ordeal with her made me late to the concert I was attending and kept me from enjoying the first hour of it as I was so stressed over her rudeness and gall to threaten me with the Police with proof of purchased parking at that location.

  

  Business Response

  Date: 12/07/2023

  Hi customer,

  We want to thank you for sending this over.  We take these complaints very seriously and will ensure we follow up with her leader.  We are truly sorry you had negative experience.  This will not happen again.  We pride ourselves on our A+ rating and will take all steps to get this fixed.  Thank you for your time and patience. 

  Customer Answer

  Date: 12/09/2023

  [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. If it happens again, the next complaint resolution wont be accepted as easily.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/28/2023

  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 paid for the parking and exited within the time frame that the web site allowed us to enter. We did realize that we needed more time, but the website would not allow us to extend the time. We tried several times without success. I dont believe we should be penalized for the poor user interface of their web site. I offered their customer ********************** to pay for the extra 48 minutes. But Im not prepared to pay any penalties. They refused to withdraw their fine and I am not prepared to accept this decision. The bad user design of their website should not be my problem. If you look at online reviews of Premium Parking, you will see that mine is not a unique occurrence. I suspect they know this fact.

  

  Business Response

  Date: 11/29/2023

  Hello sir,

  First, we want to apologize for your experience, and we are determined to make this right for you.

  I have spoken to the local management of that facility and they have agreed to honor this request and void this ticket.

  Please disregard any correspondence regarding this, as mailers are sent out weekly.

  Violation: ******* will officially be voided in 3-5 business days.  I have seen voids process quicker. 

• Initial Complaint

  Date:11/22/2023

  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 received the attached parking ticket requesting parking fees. 1. I was nowhere near that garage. 2. That is not my vehicle or license plate. 3. Please refrain from future mail communication for money. 4. Possible SCAM!!??

  

  Business Response

  Date: 11/24/2023

  Thank you for submitting this complaint.  Our system is tied directly to the **** so we will investigate to see why this plate was associated with you.  We will go ahead and void this for you.  Please allow 5-7 business days to reflect this void.  Please disregard anything you get in the mail, as reminders are mailed out weekly.   We sincerely apologize for any inconvenience this may have caused and we are going to ensure this is taken care of. 

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18/23, I paid $18.28 for 5 hours of parking. Upon returning to my car, there was a boot on my car. I called the customer ********************** line and was informed that I incorrectly parked in a 'premium' parking spot. When I initially paid on the website, I inputed my 'parking spot number' and was given 2 options for payment. I chose the first option, thinking that I was correctly making my payment. The company should have had a 'fail safe', so that only 1 price is listed. This payment process is at best, confusing and misleading, and at worst, abusive in nature. I was forced to pay an extra $30.00 to have the boot removed.

  Customer Answer

  Date: 11/20/2023

  Dear ***********************,

  In regards to complaint #********, I would like to file a complaint instead of a review.  Please let me know if you have any further questions.

  Thanks,

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

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

  Customer Answer

  Date: 11/20/2023

  I've attached my payment receipt to Admiral *************************** I believe that Admiral ******************** and Premium Parking are either the same company or are working together.  Listed on the receipt are my LA license plate number of #****** and the immobilization number of #*******.  Please let me know if you need any more information.

   

  Thanks,

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

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

   

  

  Business Response

  Date: 11/20/2023

  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 will submit for a refund for you.