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:10/29/2024

  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 paid hours to the parking but left with 3 minutes late, they were charing $40 parking fee PLUS $170 for violation for both tickets. That's not over, they did not reach out to my number or email that i registered for parking, nor my rental company, NOT UNTIL 6 months later. They look like holding on the tickets until it added up. I have the right to know the violation in time, not after 6 months then i have to pay almost $400! They definitely need to adjust on the billing due to their own nelection on notifying the customer. I request they adjust the ticket, I can pay for parking fee and violation, besids that's not causing by me.

  Customer Answer

  Date: 11/01/2024

  Thank you. I have attached both tickets here. 

  

  Business Response

  Date: 11/06/2024

  We understand your frustration regarding the recent parking incident. We apologize for any inconvenience this may have caused.
  To ensure a fair resolution, we encourage you to follow the dispute process outlined on your invoice. This will allow our local management team to review your specific situation and address your concerns directly.
  We value your feedback and appreciate the opportunity to improve our services. Please don't hesitate to contact us if you have any further questions or require additional assistance.

• Initial Complaint

  Date:10/25/2024

  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 visited *****'s on 9/5/24 for dinner with friends. I parked in the parking deck on 1407 eva street (Premium Parking). *****'s actively advertises this on their website as their preferred parking and they say they validate for 2 hours. This is a scam. I validated my parking as soon as I entered the restaurant because I was afraid I would forget. Surprise to me when I get a parking ticket for $100 from Premium Parking saying I never validated. Oh, did I mention its $100 because I got a $25 late fee? That's right, if I didn't pay my $75 parking ticket by 10/5 I would incur a $25 late fee. That's funny because I received the invoice yesterday on 10/23 so unless you have a time machine that's impossible. You can literally see in their document, "notification generated" on 10/12. So how was I supposed to pay this on 10/5??So not only is it a scam because they completely ignore the fact that you actually validated your parking, they also send you the invoice AFTER the late fee is already applied. Wow, great business you have here.

  Customer Answer

  Date: 10/27/2024

  Uploading my original ticket that shows the plate info

  

  Business Response

  Date: 10/29/2024

  Thank you for submitting your comments/concerns.  This error was identified and immediately voided.  Please disregard anything you get in the mail over the next couple of days.  We sincerely apologize for the error in the software communicating your validation.  We have since fixed the issue. 

• Initial Complaint

  Date:10/23/2024

  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 downloaded their app to purchase parking (in advance) for an event I was attending in ***********. The purpose was to pre-purchase the parking so that we would have a spot when arriving.Upon arrival, the lot was full and it was indicated that there were no other lots within any reasonable distance. They said I should keep trying or seek other parking.I had to pay for parking somewhere else (on top of the issue of now having to find it last minute).While I had remorse for the issues, I simply submitted for a refund and thought nothing more about it.However, the refund was refused as it was after the start time: Daily parking sessions purchased through the Premium Parking digital machine and website are non refundable after the start time has begun, regardless of your use or non-use of the Session and regardless of any circumstance surrounding the use or non-use of a Session (i.e., early departure, weather conditions, or cancellation of a related event). . They even went so far as to claim that video showed the car parked AND STILL THERE. Ive been back home in a different city for almost 24 hours now.This is a blatant attempt to keep $$$ for services not provided.

  

  Business Response

  Date: 10/29/2024

  Thank you for submitting your comments.  We strive to keep customer ********************** our top priority.  We have honored your request.  We noted you filed a dispute with our payment processor and your bank.  This delays the process, but we have notified our processor to accept your disputed payment.  

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute a parking ticket I received after parking in the Ryder Colonnade Garage. I was surprised to find that I had incurred a significant charge without prior notification of exceeding the parking duration.The ticket included an unexpected administrative fee of $50, despite the additional parking cost being only $24. I attempted to resolve this through your online portal, but my appeal resulted in a reduced fee of $50, which I still find to be unjust.I believe it is unreasonable to charge an administrative fee without prior warning or notification. This situation seems questionable, and I would appreciate your assistance in resolving it fairly.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 10/22/2024

  Thank you for sending over your concerns.  We are always looking for ways to improve our services and have decided to lower your invoice to the minimum which is just $15.00.  The invoice has been adjusted for you.  If you ever need any assistance, please call us at ************ option 1 and we will be glad to serve you.  Thank you for your time and patience in this matter. 

  Customer Answer

  Date: 10/22/2024

  [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 from the business regarding complaint ID ******** and find the resolution satisfactory. However, I am surprised that direct communication did not lead to a resolution, prompting me to reach out for assistance. It raises concerns about their practices, as it appears they may take advantage of those who may be less proactive in addressing such issues. Thank you for your support in this matter.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:10/17/2024

  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 parking ticket and boot charge from Premium Parking on 10/11/24 in ***********. I had parked my car in the parking lot, though the sign with the ** code to pay for parking was all the way across the lot, and I had to walk over. My phone did not have the best reception, and so it took about 5 minutes for me to get to the website and begin paying. After they asked for my plate #, I had to walk back to my car to see it, at which point I noticed they booted my car. The man came over to remove the boot, and said that I had to pay the $150 to remove it, even though I wasn't given a change to pay my ticket. The immobilization # for the ticket was *******, and $150.86 was charged. I would hope they understand my situation and offer a full refund as for I was not able to pay my ticket fast enough before being booted.

  

  Business Response

  Date: 10/21/2024

  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 this situation around, we have decided to honor your request and refund you for the immobilization.  Thank you for your understanding and patience

• Initial Complaint

  Date:10/14/2024

  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.

  I paid for parking 7/6/24 around 7pm. $36.65. I included the receipt I paid on that date via Apple Pay as well as the text I got for it. I was charged for not being allowed to park there. Then I was told I would be charged only $15. And I wasn't. I was charged $55

  

  Business Response

  Date: 10/15/2024

  We apologize for the friction you experienced.  We are going to refund you for your invoice.  Thank you for your understanding and approach.  Please allow 5 business days to reflect the $55.00 refund. 

• Initial Complaint

  Date:10/14/2024

  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 9/21/24 we parked in a garage in Annapolis. We tried on 3 different cell phones to pay for parking but were having trouble with the parking app. We finally thought one of the payments went through, that we paid for 3 hours of parking. Then about 2 weeks ago we received an invoice in the mail for $50.00 stating that we did not pay for our parking in the Annapolis garage. We filed an appeal the same day we received the invoice (which has no date on it) and have followed up since with an email with no reply. Now the invoice is up to $60 because it's been over 15 days since the letter was mailed - which we wouldn't know since there's no date on the letter. We tried again to appeal, but receive a notice that an appeal has already been filed but still no response. We tried to pay only the $9.75 we owe, but their payment system only allows payment of the total invoice of $60. We feel we have done our due diligence to try and pay what we actually owe for the parking - including on 9/21 when the app said that we registered and paid that day.

  

  Business Response

  Date: 10/29/2024

  Thank you for submitting your concerns.  The local management of that location will be contacting you to discuss.  We appreciate your time and patience during this time. 

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22414437, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]  We have communicated with the business without response already by filing the appeal and never getting a reply. In the meantime, the amount of the ticket will continue to increase. We truly thought we paid for this parking on the day we were there, it wasn't until we received the ticket in the mail that we learned our payment did not go through their payment app. 
  
  
  
  Regards,
  
  
  ***** *******
  
  
  
   
  

  

  Business Response

  Date: 10/31/2024

  We understand you rejected our solution.  The local manager called you yesterday and left you a voicemail.  Please note that the city of Annapolis has very strict codes and guidelines regarding specifically these parking operations.  Please return the voicemail so the manager can go over all of the options with you.  If your dispute is rejected or not approved, the city offers court appearances for you to state your case to ensure fairness. 

  Customer Answer

  Date: 11/01/2024

  [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 spoke with the business representative today (11/01/24) in reference to complaint ID 22414437 and find that the resolution we came up with during our call is satisfactory to me. The business has waived the ticket (which is appreciated), and no money is owed on my part. Thank you for your assistance.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/11/2024

  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 park my car at mall garage and didnt have any signs or anything about pay parking.

  

  Business Response

  Date: 10/15/2024

  Thank you for submitting your complaint.  We have a 98% compliance rate at this location meaning we have signage in place and only 2% who have not paid.  We would recommend you file a dispute.  The process is very easy and will provide you with some additional insight.  The instructions can be found on your invoice.  Here is the link: ******************************************************************************;

• Initial Complaint

  Date:10/10/2024

  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 Saturday October 5th, after parking in an open space, I used the Premium Parking app to pay for 6 hours. Upon return, my truck was booted. I called the service at the number provided and asked why I was booted at 12:18pm when I clearly had registered in their system at 11:55am. The representative stated the lot I paid for was not the lot the truck was in. I disagreed with her by stating that the lot that showed in their app when I parked was paid for. I was told the only way to have the boot removed was to pay the $146.35 stated on the immobilization notice. I told her I had a confirmation number for a payment of $57.16 to which she said did not apply to the violation because it was not for the lot I was in. I reluctantly paid the fee and left the lot. Upon arriving home, I sent a complaint requesting a refund. An auto-response followed stating I would receive notice of their decision in 72 hours. That was Saturday October 5th and today is Thursday October 10th and I have yet to received a response. I emailed their customer ********************** and received another auto-response stating, "Hello, Thank you for your feedback. A Premium Parking representative will review your message and will be in touch shortly if action is necessary." Note the time period is no longer 72 hours but is now "shortly if action is necessary." I knew this situation would result in me getting the run around when they demanded payment to get the boot removed with the option to challenge the charges. So now, for 6 hours of parking, I am out $203.51. I'm sure I'm not the first and certainly not the last the City of *********** and Premium Parking will be running this scam on. Along with getting screwed out of the $203.51 I'm sure the ***************************** and Permits will enjoy taking another $50 from me just to allow my complaint to be heard.

  

  Business Response

  Date: 10/11/2024

  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 will issue you a refund for the immobilization.  Please allow 3-5 business days for processing.  If you have any questions on paying for parking in the future, please contact us at ************ option 1.

• Initial Complaint

  Date:10/09/2024

  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 in the ********************************************** garage in ************ on 9/6/24 and were there for 10 hours, 28 minutes, and 15 seconds. We paid a total of $34.00 to park there in two payments of $17. We made the payments over our phone through the Park Mobile app. The cost to park there for 24 hours was $23.75. Despite our paying more than was required, we received a citation for $50. This citation is handled through Premium Parking. The citation was a paper document sent to us via **** and clearly showed a "Total payment made $34.00" and "Total time parked 10:28:15". I appealed the citation and provided a copy of the citation with the "Total payment made $34.00" and "Total time parked 10:28:15" highlighted in yellow. I also provided a copy of the advertised 24 hour parking rate of $23.75. The citation was received in the mail on 9/19/24 and I filed an appeal the same day. The appeal said "Your dispute form has been submitted. Our local management team is reviewing and you will receive a response, via email, within 72 business hours." 15 days later, on 10/4/24, I still hadn't heard anything so I followed up with an email asking what the status was of my appeal. No response. On 10/8/24, called Premium Parking and was told that **** ****** was responsible for reviewing and deciding the issue. That same day I received an email denying the appeal and stating "The information printed on the ticket is from a 3rd party vendor. The amount listed as paid is not correct. The error has been ***orted to my manager. This is a known issue and my apologies for the confusion it causes." It was unclear what the error was, however, the email said that they only received one payment. This should be questioned given that their own citation was proof that we paid the $34. If they have a tech issue and can only find one payment of $17, that is not our fault. The Premium Parking *** admitted that "This is a known issue". If they continue citing people who paid the full amount, this is fraud.

  

  Business Response

  Date: 10/15/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration caused by the inaccurate reporting of your payment.
  Upon reviewing your case, we have confirmed that you paid $17.45 via Parkmobile for your provided license plate. This has been verified through both the backend of the Parkmobile system and the Parkmobile integration with Premium Parking. We have reported this inaccuracy to Parkmobile and recommend that you also report this to them. While we understand your frustration, this issue is not related to the technology or platform of Premium Parking. 
  We value your feedback as an opportunity to improve our services and ensure a better experience for all our customers. 
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and patience.

  Customer Answer

  Date: 10/16/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]. 
  

  I paid the $17 charge twice. The park mobile app said it was paid and the citation acknowledged receipt of the total amount I paid of $34. I dont doubt there is an issue with the system. However, it isnt reasonable or fair to expect me to know that youre not able to see the second payment, for whatever reason. You are the ones that have acknowledged knowing about the issue already, therefore, any issues with your receiving or seeing the second payment is on you.  A formal citation against us for violating the law is inappropriate. Charging us an additional $50 as a penalty is inappropriate. You were the only ones that had any prior knowledge that the tech has an issue, if it has an issue. Everything on my end showed that we paid $34 on that day for just over 10 hours when the cost of parking for 24 hours was $23.75. The citation confirmed this. Void the citation.
  
  Regards,
  
  ***** ******
  
   

  
  

  

  Business Response

  Date: 10/22/2024

  We received your rejection and have an update for you.  We conferred with the ************* and they have agreed to let this invoice be voided.  Please allow 3-5 business days and disregard any reminder notices you may receive in the mail. We apologize for the inconvenience and friction this has caused you.  We are determined to make this right for you.  Void request has been sent.