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

  100 Block S Baylen St Pensacola, FL 32502

• 

  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:08/31/2023

  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 went to the movies on 7/31/2023 I parked on the p2530 (downtown *****) lot belonging to enforcement-web.premiumparking.com. My son paid but forgot to change the vehicle tag. I submitted all the documents to the company Glideparks through their web site above and they never responded. Again, I asked them to check that my sons car was not in the lot but mine was, it was an honest mistake, but they did not even dignified me with an answer. I paid since today waste last day$90. This is definitely a scam for good people. I want someone to call me back or write mebac ad refund the money. I did pay, showed the movie ticket and the text that we paid, only for the wrong car, thank you very much. He citation is ******* (attached).

• Initial Complaint

  Date:08/29/2023

  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 received ar parking ticket last Friday, August 18, in the mail. The ticket was for August 1o, in *********, **. We were uncertain whether this was a legitimate ticket or not, so on Monday, August 21, we visited the local police department, the ****************************, and after some research they concluded that your PremiumParking did control this lot as a "private lot". We were under the misunderstanding that that this was a city lot, which we have a permit for. You can also see in the photo on the ticket that we had this permit in our front driver's side dash. Had we been aware of the change we would not have parked unpaid.we sent an appeal to this ticket on the PremiumParking website on August 21st. We received an email confirming they received our appeal and would contact us within 72 hours of their decision. No information has been conveyed to date. Below is a copy of our appeal:We received your parking ticket last Friday, August 18, in the mail. We were uncertain whether this was a legitimate ticket or not, so today, Monday, August 21, we visited the local police department, the ****************************, and after some research they concluded that your firm did control this lot as a "private lot". We were under the misunderstanding that yours was a city lot, which we have a permit for (see image). You can also see in your photo that we had this permit in our front driver's side dash. Has we been aware of the change we would not have parked unpaid. Please accept our apologies, and we believe there will be two other violations for August 10th and August 17th. We will use the same appeal upon receiving those tickets as well. Respectfully, *************************

  

  Business Response

  Date: 08/30/2023

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

  The local management sent you a response via email regarding your complaint.  They received and responded to your appeal.  Email was sent 08/29/2023 @ 1:51pm.  They reduced both of your citations to the hourly rate + applicable fees.  They also sent you a direct copy of the signage.  Email was sent to *************************************

  We apologize for the inconvenience this may have caused you and are wishing you the best. 

  Customer Answer

  Date: 08/31/2023

  [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. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/23/2023

  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 parked in a Premium Parking garage where no attendants were working and I could not get my questions answered on how to pay. The signage regarding paying for parking was not clear at all. I did not even encounter any payment stations when I entered or exited the garage. They sent me a violation in the mail for an additional $105 ticket + the parking amount ($16) which I feel is an excessive fee for 2 hours of parking (Total: $121). When i reached out to them for appeal, I stated that I would be happy to pay the $16 parking fee, but a "ticket" of $105 is predatory pricing and completely unreasonable. They denied my request. I will happily pay the $16 parking amount, but the ticket amount is not fair. Additionally, their online payment system isn't even working.

  Customer Answer

  Date: 08/23/2023

  The ticket number is 9338504.  My license plate is ******.  I attached a copy of the parking notice.

  

  Business Response

  Date: 08/23/2023

  **************,

  We appreciate your feedback, but we do believe there is ample signage available for customers to use on B1, where the pay machine is located, and on every floor of the parking garage. We have sidewalk signs at all entrances/exits. We have wall signage and 4 instructional signs on each parking level.  We also have signage at all elevators and stairwells. In addition to the pay machine option, we have Textpay, QR code, parking app, and website all for options for payment and lastly, you can call customer **********************. 

  However,we will work with you and reduce this citation to $40. This is an $81 difference and is very generous of us considering the various amounts of signage and payment options available at this location. Again, we appreciate your feedback and will consider additional signage changes. However, there is more than enough signage at this location, and we hope on your next visit you reach out to our customer ********************** team for help ************. The customer ********************** team can help you with making a payment.  

  The citation is reduced now.  Thank you for your feedback. 

• Initial Complaint

  Date:08/21/2023

  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 parked in a ***** parking lot on the upper floor, where parking is free when shopping in Whole Foods. My son was with me, and he went back later that week. He didn't realize that I had parked on an upper floor where parking was free. He parked for a little over 2 hours, and left the parking lot. He is a teenager who made a mistake, and he would like to pay for the mistake. However, we received an astronomical bill of $90 for this mistake. I tried calling the 844 number, but there is no person who answers. We want to pay for the 2 hours of parking, however this outrageous bill is not fair.

  

  Business Response

  Date: 08/21/2023

  Hi ******,

  We understand your situation and apologize for the friction this has caused you.  You will want to file an appeal.  Instuctions are located on the invoice you received.  Just state your case in the appeal and the local management will receive your appeal and respond accordingly. 

• Initial Complaint

  Date:08/17/2023

  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 have concerns about the honesty of this business. I tried making a payment online and thought I was successful but learned recently that it did not go through upon receiving a bill from Premium Parking. They are charging me $85 plus a $40 late fee for a violation I was not aware had occurred (and thus, had no chance to dispute). I learned of the violation after my rental car company sent me a bill for paying it on my behalf (two months after the supposed violation happened). I checked with my rental car company, and they confirmed they never received any notice from Premium Parking of any violation or bills being owed until AFTER the late fee had been issued. I tried submitting a dispute to Premium Parking after learning about this, but they responded there is nothing they can do because the bill has been paid. That is untrue, as they could void the transaction and issue a refund. I would like for them to void this transaction as soon as possible.

  Customer Answer

  Date: 08/17/2023

  Hi! I never received the violation notice from Premium Parking (which is part of my complaint) but I have a copy of a bill that was sent to me by my rental car company. My plate number was LDTW33 and the violation number was *******. The initial violation was $85 and I was also charged a late fee of $40. If you need any additional information, please let me know. 

  

  Business Response

  Date: 08/22/2023

  Hi ******,

  We will need some more information.  Can you provide us with either the license plate # or the citation #?  I will send to the local management for their review. 

  Customer Answer

  Date: 08/23/2023

  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.
  

  I have already tried working with the local branch and they refused to work with me to resolve the issue. They indicate because my rental car company already paid, they cannot issue a refund (but indicated they would have worked with me if a paymant hadn't been made). I have worked with Finance before at a company, and that is false. They can void the transaction and send a check to *****************. I will need this escalated. Plate number is LDTW33 and the violation number is 9255870. 
  
  Regards,
  
  *********************
  
   

  
  

  

  Business Response

  Date: 08/23/2023

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

  We are sending this to the local management to have them call you.  

  Customer Answer

  Date: 08/23/2023

  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.
  

  I would like written confirmation through the BBB portal that the violation has been voided. Please work with the local branch of Premium Parking to resolve this matter. I already attempted to escalate this matter with them and they have not been willing to discuss the matter further. I will not accept "we will have them call you" as a response, I would prefer a solution. 
  
  Regards,
  
  *********************
  
   

  
  

  

  Business Response

  Date: 10/26/2023

  We noted your rejection and understand your situation.  If there is anything else we can assist you with, please let us know.

  Customer Answer

  Date: 10/26/2023

  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.
  
  Premium Parking has not reached out to me at all to rectify this issue, even after I followed up multiple times. I would like for the BBB to note that this business has not been responsive and I would like to close this case with an unsatisfactory resolution. 
  
  Regards,
  
  *********************
  
   
  

  

  Business Response

  Date: 10/26/2023

  We understand your situation and we have noted your feedback. Thank you. 

  Customer Answer

  Date: 10/27/2023

  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.
  
  Simply saying you have noted my feedback is not an honest attempt at seeking a resolution. I think Premium Parking purposefully participated in dishonest business practices by failing to send notice of the parking violation until a late fee had been applied to make extra money (and if anyone complains, refusing to communicate with that person in hopes they will get frustrated enough to drop it). I caution the public to avoid any parking lots owned by this company and any cities (such as the **************) to rethink partnering with this company for parking solutions. I request the BBB to please close this case, as it is clear from even the message history on this site that Premium Parking did not make a good faith effort to work with me for a resolution. 
  
  Regards,
  
  *********************
  
   
  

  

  Business Response

  Date: 10/27/2023

  Hi *****,

  We noted your rejection, but our response remains the same.  We understand your situation and apologize for any inconvenience.

• Initial Complaint

  Date:08/16/2023

  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 advised to purchase parking through this company which was located far away from my original location, I never used the parking, I never was even at their location and they refuse to refund my money. I requested the refund almost immediately after purchasing.

  

  Business Response

  Date: 08/22/2023

  Hi ****,

  I was able to determine what caused this denial.  The refund was request was denied due to time frame. 

   Created At: 08/15/2023 10:28 AM (CDT) - refund submitted date
   Purchase Date: 08/11/2023 7:11 PM (CDT) - parking purchase date

  I was able to get this refund overturned for you.  The refund has been processed.  Please allow **** business days for processing at the lastest.  You will get a refund receipt emailed to you, as well. 

• Initial Complaint

  Date:08/15/2023

  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 was visiting ****** ***** and parked in the lot *****. The parking machine there indicated that two hour parking was $19. Which I gladly paid. We left 10 min prior to the 2 hour ***** Fast forward 3 weeks, I get a ticket in the mail for saying I was in violation for an hour. Therefore they are fining me a total of $80! I appealed explaining what happened and they immediately denied the appeal saying I had only paid for an hour not two. I specifically selected two hours at the kiosk and now I am being penalized. My citation number is MPS-*******. Here is how they responded to the appeal. we found that while you did pay for 1 hour of parking, you were parked on the lot for 1 hour and 48 minutes. While we do have a 15 minute grace ******* anything beyond that must receive a citation. Given this, we have chosen to deny this appeal.

  

  Business Response

  Date: 08/23/2023

  Hi ******,

  After consulting with the management for the facility we have confirmed that you selected the one-hour star rate. 

  Please see attached for proof of purchase.

  Unfortunately, the decision stands as a legitimate citation and your appeal has been addressed. 

  We apologize for any inconvenience this may have caused you. 

  We decided to lower your citation.  It is now reduced to $50.00.  A reduction of 30.00.  

• Initial Complaint

  Date:08/07/2023

  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.

  This company is claiming I did not pay for parking. I did in fact pay using Premium Parking's app or website. And I have an extensive history of paying them for parking on their lot. Which I provided evidence of. So it does not make sense why I would have paid all the other times and just randomly did not pay once. When I click the link, to visit the receipt for parking that they texted me. It just says: "Bad gateway." They are refusing to just appeal the ticket and let it slide this once. If I ever park there again, I will make sure to get an email receipt and screenshots before walking away. They do not automatically send email receipts. They are threatening to send this to collections. This is my initial response to them: "I did pay using either the website or the app. I have a long history of paying the fee for appointments, which I also sent in the text messages and I have never once before gotten any of these tickets for not paying. Which proves this is not a normal situation for me to be getting this ticket. I did provide a text showing I paid, I looked for emails but you all dont automatically send them out. I visited back on July 13th and I am just now getting the request for ticket. I did make sure I read and saw that receipts can be requested to be sent to the email from the text, and moving forward I will also get an email receipt just in case. I believe your site or app may have had a glitch on your end and did not record my payment. Which I sent in the Bad Gateway error screenshot as proof of the link previously existing. I am sincerely promising that I paid, and am begging this ticket could be appealed and accepted. And from now on, I will make sure I also get an email receipt. I also want to say, that I was not going into the courthouse that day. It was another place. I am willing to work with you to find the cause of this issue, and give you more info if you need it."

  

  Business Response

  Date: 08/10/2023

  Hi ******,

  We are going to make a one time exception and void this ticket for you.  We apologize for the inconvenience and appreicate your business. 

  Ticket: 9420158 will be voided.  Please disregard any notices you get in the mail over the next couple of days. 

• Initial Complaint

  Date:07/31/2023

  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.

  Parked in ********* for business meeting, paid per signs using app. Received a ticket in the mail stating fee was not paid. Reached out to Premium Parking with an appeal, gave proof that payment was made. They insisted that the Tag used was incorrect so we still owe them money. The tag they provided isn't even a tag, it is too long in characters. This seems to be a scam to get more money since now they are saying we owe $125.00. They did offer to reduce the ticket by $20. Unacceptable, if I have given proof of payment why would I then pay you more money.Date was 4/27/2023

  Customer Answer

  Date: 07/31/2023

  Copy of ticket

  Customer Answer

  Date: 08/21/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Premium Parking Service, LLC regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/25/2023

  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 7/14/2023, I was cited for non-permit parking, ticket number *******, in *********** lot #P400 at ***************************** I appealed the citation on 7/24/2023 and provided receipts for 5 hours of paid parking. On 7/25/2023, I received a vague response from Glideparcs with the fee being reduced from $85 to $15.On 7/25/2023 I contacted customer **********************. The representative, ****, informed me on a second callback that I was cited for parking in lot #P400 while paying for 5 hours of parking in lot #P406. I informed her I followed the instructions in the Premium parking app and did not choose the lot number as the app selected the lot number based on my location. She stated she would send a request for a follow up with the individual that reviewed my appeal. However, there is no guarantee for a call back, which in itself is worrisome. My contention is how are paying customers supposed to clearly differentiate app location for a high rise, multi-level lot and a nearby or adjacent lot when using the app. The lot numbers could have appeared identical even if there was proper signage, P406 and P400 are too similar and can be confused at the most nominal of distances. I have included my citation, receipt, and initial payment confirmation. I would like this citation reviewed and invalidated due to improper location assignment by the Premier Parking app. I clearly and willfully paid for parking on my visit to the city.

  Customer Answer

  Date: 08/15/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Premium Parking Service, LLC regarding complaint ID ********.
  
  Regards,
  
  ***********************