Complaints

This profile includes complaints for Pango USA LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pango USA LLC

  822 Guilford Ave. Baltimore, MD 21202

• 

  Pango USA LLC

  9260 Sunset Dr STE 219 Miami, FL 33173-3255

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  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 appears to be similar to an earlier complaint about Pango. I never signed up for the subscription service, but it appears that when the app updated on my phone I began getting charged $2.99 per month. 8x$2.99=$23.92 They claim that you have to request the subscription service in the app. I never requested the subscription service. They are trying to state that their terms and conditions that they do not offer refunds.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out regarding this customer complaint. At ********************, we are committed to transparency and providing clear terms regarding our services, including premium subscriptions.
  1. Subscription Activation and App Updates
  The Pango Save premium subscription is an optional service that requires manual activation by the user within the app.
  ******************** customer service representatives do not have access to activate or enroll users in premium subscriptions. This process can only be initiated through the users own account and device.
  App updates do not modify or automatically enroll users in subscriptions. If a subscription is active, it was initiated within the app by the account holder.
  2. Billing and Refund Policy (Section 5 of Pangos Terms and Conditions)
  As stated in Section 5 of our Terms and Conditions (available at ***********************************************************************:
  "All payments are nonrefundable unless expressly agreed otherwise by Pango."
  The complainant was charged $2.99 per month for eight months, indicating that the subscription remained active during this period.
  Users have full control over their subscriptions in the app and can cancel at any time.
  3. Customer Support and Resolution Process
  Our customer support team accurately informed the complainant that per our Terms and Conditions, Pango does not issue refunds for active subscriptions.
  While we regret any misunderstanding, our records confirm that the subscription was initiated through the users account.
  The user had the ability to review and cancel the subscription at any time via the app settings.
  4. Addressing Claims of Unauthorized Charges
  If the complainant believes they were enrolled without authorization, we encourage them to review their transaction history and account settings to ensure no third-party access occurred.
  Users are also encouraged to review their app settings after updates to ensure their account preferences remain as desired.
  While we understand the complainants concerns, our No Refund Policy applies universally, and we are unable to issue a refund in this case. We encourage users to regularly check their active subscriptions to prevent unwanted charges.
  If the BBB requires further documentation or clarification, we are happy to provide additional details.

• Initial Complaint

  Date:03/03/2025

  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.

  Went to an event in ********************* on 3/1/25. Parking meters list pango, got app, entered info. When I started parking app asked if I want to receive text alerts which looked to be notifications. Sawcthe word save which I thought meant I'm saving this feature in th e app. 3/3 see another charge from my bank for 2.99 in addition to the parking charge. Contacted live customer support (***** Amafe ****) , " looks like you subscribed to our premium service, "SAVE"---" . Told her there I had no idea I was subscribing to a premium service as this was not indicated, I am a senior with a low fixed income I never would have agreed to this . Request to cancel and reverse this charge. Response is that no csr at pango is canceled it has to verify done thru the app. Did that. Again request charge be reversed. I do not want ir need this service. Response was a canned statement about their "NO REFUND" policy. Request this be escalated. Again canned statement about the no refund policy. Told her this is deceptive practice and that if not reversed I would request help from BBB . I did not receive an escalation as requested or reversal of the charge. I have to wonder how many other people this happened to. I have screenshots of the entire conversation if needed. I would appreciate your assistance with this matter. Thank you

  Business Response

  Date: 03/03/2025

  Dear BBB Representative,

  Thank you for bringing this matter to our attention. At Pango, we strive to provide clear and transparent communication regarding our services, including premium subscriptions and associated fees.
  Upon reviewing the complaint, we would like to clarify the following:
  

  1. Premium Service Enrollment:
  The complainant registered for the Pango app and was presented with an option to subscribe to Pango Save, a premium service that provides additional parking-related benefits.
  The user acknowledges seeing the word "SAVE" but claims they did not realize it was for a paid subscription. However, our app provides clear details regarding the service and its associated fees before enrollment.
  The subscription process requires user interaction and confirmation before activation, ensuring that charges do not occur without consent.
  

  2. Billing and Refund Policy (Section 5 of Pangos Terms and Conditions):
  As per our Terms and Conditions, Pango Save is an optional service with a clearly stated charge.
  Our No Refund Policy is explicitly outlined in Section 5, which states:
  "All payments are nonrefundable unless expressly agreed otherwise by Pango."
  The complainant successfully canceled the service through the app, ensuring no further charges will occur. However, as per our policy, refunds are not issued for prior charges.
  

  3. Customer Support and Escalation:
  Our customer support representative, ***** Amafe ****, accurately informed the complainant that cancellations must be done through the app.
  When a refund request was made, our team reiterated our No Refund Policy, which applies universally to all users.
  The complainant requested escalation; however, our policies do not permit refunds, and all users are subject to the same terms.
  

  4. Clarification on Allegations of Deception:
  Pango does not engage in deceptive practices. Our Pango Save subscription is not automatically enrolled; it requires user interaction and explicit confirmation before activation.
  The complainant's acknowledgment of clicking "SAVE" suggests an interaction with the subscription process, which includes fee disclosures.
  If additional clarification is needed, we are happy to provide system logs showing the steps taken to enroll in the service.
  While we understand the complainant's frustration, our policies are consistently applied, and we are unable to provide a refund in this instance. We encourage all users to carefully review our Terms and Conditions before opting into additional services.
  

  If the BBB requires further documentation or clarification, we are happy to provide it.
  Sincerely,
  

  **** *******

  Customer Support Manager

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23012342
  
  I am rejecting this response because:

  I disagree. It was not clearly stated that  I was subscribing to a premium service with a monthly charge. In my opinion this is deceptive. As soon as I discovered this I immediately contacted Pango customer service. Yes they did tell me I had to xsncrl it in the app which I did. I did not want or need this service. . It's poor customer service to deny the refund. Shame on Pango. 

  
  Sincerely,
  
  ****** *****

• 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.

  Pango is the sole provider of parking payment in my area. They have multiple 6 digit parking codes that are one single letter apart. I accidentally paid for a nearby zone that charged me for all day parking, instead of a short term parking. I realized immediately that I had indicated the wrong one and canceled the service after only a few seconds. I then purchased parking in the correct zone.When I contacted support they stated that the policy is no refunds, and that I had no recourse. When I asked for support in identifying another individual to contact and discuss, they would not do so. I mentioned that I was left with no other option than to file a complaint, and they stopped responding altogether.A few relevant details:- Date of Transaction: 10/11/2024 - Amount of Money paid: $10 - Resolution: Business has failed to engage in supporting in any way, including an option for a credit, and has stopped responding to me.

  Business Response

  Date: 10/22/2024

  Thank you for bringing this issue to our attention. We apologize for any inconvenience you have experienced. We understand that this situation has been frustrating, and we appreciate the opportunity to clarify how refunds are processed.
  Pango acts as a facilitator for parking payments on behalf of various parking operators, including the City of ******************************************. As such, we are unable to issue refunds directly without explicit authorization from the parking operator. In this case, we recommend reaching out to the City of ************************** to request a refund. If they approve the refund, they will inform us in writing, and we will process it accordingly.
  We understand your concern regarding the similarity of parking zone codes, and we will pass along this feedback to the parking authority to consider any potential improvements to avoid confusion in the future.
  If there is anything further we can assist you with, please do not hesitate to let us know. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:01/16/2024

  Type:Product 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.

  For the account ******* — I contacted them several times letting them know all sessions beginning May 2023 until recent were not authorized and someone hacked my account and used my card and I’m unable to recover it. They refuse to refund me for all those sessions. The complex and whoever said it’s on Pango. Please refund me for all parking sessions during such period. Thank you

  Business Response

  Date: 02/05/2024

  We are looking into your complaint. The parking sessions have been consistent since the creation of your account. Notifications have been sent to the same email address you have on file and the same license plate number has been used in each parking session. We don't see any unusual activity that would appear that your account has been hacked. Please provide additional details. 

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  My car and phone was stolen actually. I can provide a police report if needed. Here. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:12/01/2023

  Type:Product 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 app is predatory. Forces the user to spend $15 in order to park for $1 worth of parking.

  Business Response

  Date: 12/15/2023

  Our refund processing fee is listed in our terms and conditions.

  Customer Answer

  Date: 12/19/2023

  They promised a refund and did not give a refund. I do not see the refund policy anywhere and it is flooded with fake reviews. Please take a look at the reviews in the app store. I was in desperate need of parking to visit my dad in the hospital and they take advantage of that. 

• Initial Complaint

  Date:11/29/2023

  Type:Product 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 November 24th I was charged $22 for parking in York Maine which I was not in I was in Alexandria Virginia. I called to ask for a refund of my $22 and tell them I was parked at the parking lot of Alexandria Virginia at an apartment complex building. I put in the space number that my vehicle was parked in also showed proof of my license plate The application said zone number or space that you are in space number that you were in. So I put in the space number checking the map location of my vehicle. I thought I would have put in the correct information which is asked of me. I called multiple times and they stated. I cannot get a refund because I can't show proof that's where I was looking at the time zone of the map. I Uploaded looking at the time frame of when I started the parking time for Alexandria. Virginia and the parking time for york maine shows proof that I was not in york Me The Uploaded map shows proof of where my vehicle is. If this is what your app does that is proof I was not in York Maine. I was in Alexander Virginia. I just want my money back. I was charged a $12 fee then I was charged $4 for duration of parking. My first time doing this. I have called multiple times and they ignored me. They transfer me to different apartments Each time I called one representative said that they will do an investigation of the amount of the Money the other person said the manager will call you back. Manage call me at 3 o'clock. After being told, a manager would call me at 10:30 and 1230. No one called so I had to keep calling. I called back again and I said the meter chargedme 22 dollars for a Parking space of a state that I was not in.. parking space in the map that shows where my vehicle IS proof that I was not in York me so he said to me. I can't prove it I said if your app is to acknowledge where a person is parked at and what state it is proof so I took a picture of the map stating I was in Washington DC area, which is near Alexandria, Virginia and that there is no way impossible that I could have been in York Maine. This app, I told him is due to just rip-off people if you don't want to refund their money correct he said I cannot prove it. I said where my vehicle is parked shows proof I just want my $22 back. I want the $12 back because if you get charged one time $12 fee and once you cut off your meter and a duration of my parking fee was only $4 and I should have only been charged $4 for parking. I've been to charge a total of $38 for parking for 1 day.I was rip off and pango needs to correct this mistake you can't take someone money like that it's wrong so I will keep all pictures and keep pushing until I win my money back I even called York Maine police department. The police department said that I have to call the park in the authority so I was transferred multiple times by 10 different people I will also show pictures of my call log I've called and I've called and I've called pango. You are just ripping people off

  Business Response

  Date: 12/15/2023

  After reviewing the system it seems the customer accidentally select the wrong zone when parking. Unfortunately, we are unable to process a refund because upon selection the zone to parking in the customer also confirmed all their parking details in the following parking confirmation screen prior to starting their parking session. 

• Initial Complaint

  Date:07/17/2023

  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.

  07/17/2023 $6.96 was supposed to be charged for parking but instead $27.84 was charged. I have uploaded the amount I was supposed to be charged from the app and uploaded the amount my bank shows they charged me instead. I am wanting a complete refund.

  Business Response

  Date: 07/24/2023

  The charge was a preauthorization. The amount will be for the amount you parked. This information is also provided in the app prior to starting your parking session. 

• Initial Complaint

  Date:05/09/2023

  Type:Product 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 April 10th, 2023 I downloaded the app and tried to pay for parking but the app required that I make a deposit in the in-app wallet to make sure that I have money in case my parking runs out. I purchased a permit for 3 days which I paid for with my bank card. So I never used the funds from the in-app wallet. I requested a refund for the funds in the in-app wallet on the same day. I was told that it was their policy to process refunds within 20 days. I reached out again 2 weeks later to check on the refund and was told I had to count 20 business days. Last Friday, May 5th made the 20th business day. I reached out on Saturday and was asked for the account number as if I was not replying in the same message thread. I sent out the details they requested on Monday and asked for an update later that day, but nothing. Now I am being ignored. I really think this business has unappealing practices; as if they are counting on me to forget about the money I deposited. I don't know of anyone who needs 20 days to refund your money, especially when you have not needed it. I just want my money back. I am not even interested in using the app again. Just my money back.

  Business Response

  Date: 05/21/2023

  Transaction has been refunded 

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service 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.

  One week ago (1/17), I used the Pango Mobile Parking iPhone app to park at a nearby apartment complex. In the Pango app, I use a wallet connected to my ***** account to pay for parking sessions. I started a parking session around 7:15 PM, received the notification that pops up every time I start a session regardless of wallet balance ("Your wallet balance is running low"), then headed inside. Around 12 AM (1/18), I received email notification from my county that I'd been issued a $50 parking ticket. My Pango parking session had ended at 8:20 PM (1/17) without notification or warning.
  
  When I called Pango customer service to explain the situation, I was told that notifications are solely a feature of the premium application. The representative claimed that I had been texted and emailed low wallet balance warnings on 1/17, but my only email notification from "[email protected]" says:
  Dear Pango User,
  This is a notification on Parking session Activity.
  Parking activation, Plate: (license#), Date: 01/17/2023 08:15 PM, Zone: (zone & address)
  Thank you for using Pango!
  For more info please contact us at 1-877-697-2646 or [email protected]!
  Follow and like us on: (socials)
  
  In my eyes, the parking ticket I received was completely avoidable and the result of a lack of ample notification from Pango. Talking to a representative, I became upset after the representative repeatedly claimed that many notifications had been delivered, which I do not believe is true. The representative went on to use patronizing and mocking language, at which point I ended the call.

  Business Response

  Date: 02/02/2023

  We wanted to follow up on your recent complaint about your parking session ending prematurely. After conducting an investigation, we found that both a text message and email were sent to inform you of the low balance and advise you to top up before the session ended. Our team did not encounter any malfunctions with the system.
  

  Please refer to the attached screenshots for more details.
  

  Best regards,

  
  
  
  
  

• Initial Complaint

  Date:01/10/2023

  Type:Product 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.

  PANGO app keeps spinning and does not allow you to turn it off. So you call PANGO and you are on hold forever and unable to turn off the parking session. So we call the next day because overnight fee is charged to my account and I realize I am getting the same response I have always gotten EVERY Time I call Pango. Your issue will be researched and we will get back to you within 5 days so I go back to my email and see how many times I have gotten a response or refund in 3 years: 0 times. This is robbery. You have to provide your credit card number and consent to 24 hour charges when you begin your parking session so they basically take your money from the beginning. I asked why is it based on 24 hours bc my guest do not sleep over and they said my apartment complex chose that system. I reach out to my building and they refer me back to PANGO. Seriously this company needs to be investigated. Are refunds ever processed? Are customers feedback ever really researched? And is it legal not to respond after you have taken money improperly?

  Business Response

  Date: 03/06/2023

  In light of the absence of a specific date on the customer's BBB statement, we have meticulously reviewed the customer's chat history to investigate their prior issue. Our investigation revealed that the customer has previously filed several complaints about being charged for a full day's parking despite attempting to end the session. It appears that the customer's parking session may have remained active for 24 hours due to insufficient connectivity, as the transaction was unable to be completed. As evidence of the customer's initial complaint, we have included a screenshot of their first email on this matter. Furthermore, we received a subsequent email from the customer in January with the same concern, as their parking session was not terminated once again.