Complaints

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

• Initial Complaint

  Date:02/24/2025

  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 company uses hidden fees and will straight up lie to your face about things just to get you to sign the fine print and they willcharge you extra. This includes advertising on third-party websites, but not accepting the reservations through those websites, even though they knowingly decided to use Those applications as a way to get more business and to scam people.

  Business Response

  Date: 03/11/2025

  Thank you for sharing your concerns with us. We strive to provide clear and honest service to all of our customers, and Im truly sorry to hear about your recent experience.
  Regarding your feedback on reservations made through third-party websites, I can confirm that one of the reservations has been refunded. It appears that two other reservations were successfully placed, but wed like to better understand the situation to address your concerns thoroughly.
  Could you please provide more details about the fees youre referring to? Any additional context will help us investigate this matter further and resolve it promptly.
  We genuinely value your feedback, as it helps us improve our services and ensure transparency moving forward. Thank you for bringing this to our attention, and we look forward to resolving this issue for you.

• Initial Complaint

  Date:09/06/2024

  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.

  I utilized *** Smart Long Term Parking as the supplier of paid parking near the *** airport from August 28 thru Sept 3rd 2024. I obtained this parking via ************************************************. My agreed upon rate was $62.13 which I prepaid. Upon arrival I was told by the attendant I had to pay an additional fee of $32.00 because I had an "SUV". My vehicle is a ******* Palisade. I have previously used many pay for parking businesses, and never have I been charged an "oversize" vehicle penalty. When asked to see his business policy regarding this, he was unable to produce any. My reservation confirmation # ******. I request this business refund me $32.00 on the credit card I used for that $32 transaction.

  Business Response

  Date: 09/12/2024

  Hello,

  We understand your concerns regarding the additional fee charged for parking your ******* Palisade. Please note that some of our partners, including BWI Smart Long Term Parking, do implement an oversize vehicle fee. This information is stated in the description for the location on ************************************************, mentioning extra charges for SUVs, minivans, and trucks. Unfortunately, we are unable to issue a refund for this fee as it aligns with the stated policies. We apologize for any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22244075
  
  I am rejecting this response because:

  No where in any correspondence that I received, did it provide a detailed explanation of what determines an "oversized" vehicle. I submitted my request for parking, and was provided a determined price, which I paid in advance. To be told I have to pay additional fees, at the time of service, because I have an "SUV", is LUDICROUS and an unfair practice. I have parked my Palisade at numerous parking facilities, both private and public, and I have never had to pay an "SUV" fee. Please advise this business to make this alleged practice forthright so others don't suffer this scam business practice.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/07/2024

  Mr. ****,

  This complaint was directed to us in error by the Better Business Bureau.  We are not affiliated with the business you had an issue with.

  We are the ******************************** (MAA) - the agency that operates BWI ******** Airport.  The only parking lots owned by the *** and operated for us by our parking contractor SP+ are the Hourly Garage, Daily Garage, Express Parking Lot, Long Term A, and Long Term B.  Information on all of our parking options is available on our web site ***************************.

  
  Again we are not affiliated with the small private parking lot located at *********************************************************** Long Term Airport Parking", nor do we book our parking lots through the ************************************************** site that you reference. The only contact information we have for that lot is what is posted on their signage.  Their email is *********************************** and their phone number is ************/************.

  Thank you,
  

  ****** ******
  Manager, *******************************
  ********************************
  ************
  ***************************************************************

  Business Response

  Date: 10/15/2024

  Dear *****,

  
  Thank you for taking my call today. I understand your frustration regarding the unexpected "SUV" fee and apologize for any inconvenience this has caused. It's important to us that our pricing policies are clear and fair, and your feedback highlights a need for better communication on what constitutes an "oversized" vehicle. I will ensure that your concerns are forwarded to the management team so that this issue can be addressed and to prevent future misunderstandings. Additionally, I will gather the information regarding the specific parking lot and their definition of an oversized vehicle to ensure transparency moving forward.
  
  

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hello!My 2004 ***** Element was parked in this valet parking lot near BWI airport from 8 pm Thursday 7/25/2024 to 9 am Monday 7/29/2024. The car had never been in a front end collision before and was running perfectly fine, undamaged, before parking in this lot. On Monday, very shortly after picking up the car, shortly into the drive home, the car began to gush billowing smoke from under the hood. The car had to be towed to our mechanic, who told us that the car had been hit or had hit something very hard and the damage was significant. That damage occurred while it was in the care and custody of this parking lot. It is undrivable and needs at least $1200 in work to repair it (this is the current estimate). I have filed a police report with **** ************************** incident # ***********. Corporal *******, Badge 2350, took the report. I have tried calling and emailing the parking lot business, but no one has returned my messages. I have photos of the damage.

  Business Response

  Date: 08/20/2024

  The ******************************** (***) operates BWI ******** Airport.  The only parking lots owned by the *** and operated for us by our parking contractor SP+ are the Hourly Garage, Daily, Garage, Express Parking Lot, Long Term A, and Long Term B.  Information on all of our parking options is available on our web site ***************************.
  We are not affiliated with Global Parking which appears to be a nationwide online booking service or the small private parking lot located at *********************************************************** Long Term Airport Parking.  The only contact information we have for the lot is what is posted on their signage.  Their email is *********************************** and their phone number is ************/************.

  Please reach out for any further clarification.
  
  Thank you,

  
  ****** ******
  Manager, *******************************
  ********************************

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

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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 searched for long term parking at ********************************** Airport (BWI), and found parking at Global Parking for $3.99/day, and reserved and prepaid for it for our nine day trip. The confirmation email said they could charge extra for an SUV or truck, but our vehicle is a regular sized ***** CRV. When we got there, it was a rented former mechanic's parking lot crammed with vehicles, and when I checked in I was told that they would charge $3.00 extra each day, plus a $15 charge if our return flight was delayed by more than two hours. This made me suspicious that this was simply a "bait and switch" temporary operation, that could end up costing us more than the more secure BWI Long Term lot. I told the desk clerk we would not be parking there due to their attempt to charge us much more than agreed. I asked for a refund and was denied it. We did not park there, and instead parked at the more secure BWI ********* lot. I have registered a complaint with Global Parking, which appears to simply have a marketing agreement with this parking operator, telling them that this operation gave their entire company a bad reputation, and asked for a refund, which was denied.

  Business Response

  Date: 07/02/2024

  The ******************************** (***) operates BWI ******** Airport.  The only parking lots owned by the *** and operated for us by our parking contractor SP+ are the Hourly Garage, Daily, Garage, Express Parking Lot, Long Term A, and Long Term B.  All our parking options are available on our web site ***************************.
  We are not affiliated with a company called Global Parking which appears to be a nationwide online booking service or the small private parking lot located at ****************** referring to themselves as BWI Long Term Airport Parking.  The only contact information we have for that parking facility is what is posted on their signage.  Their email is *********************************** and their phone number is ************/************.
  
  Thank you,
  ****** ******
  Manager, *******************************
  ********************************
  ************
  ***************************************************************

  Business Response

  Date: 07/02/2024

  The ******************************** (***) operates BWI ******** Airport.  The only parking lots owned by the *** and operated for us by our parking contractor SP+ are the Hourly Garage, Daily, Garage, Express Parking Lot, Long Term A, and Long Term B.  All our parking options are available on our web site ***************************.
  We are not affiliated with a company called Global Parking which appears to be a nationwide online booking service or the small private parking lot located at ****************** referring to themselves as BWI Long Term Airport Parking.  The only contact information we have for that parking facility is what is posted on their signage.  Their email is *********************************** and their phone number is ************/************.
  
  Thank you,
  ****** ******
  Manager, *******************************
  ********************************
  ************
  ***************************************************************

  Business Response

  Date: 07/25/2024

  The customer made a reservation through a third-party website by the name of ****************************************************. Mr. ****** has a *** which is categorized by *****, the manufacturer, as an SUV. As stated in the listing there will be an additional charge for such vehicles. Mr. ****** chose not to use his reservation with us as a result and parked elsewhere. Including the $3 additional per day our parking is still cheaper than Long Term Lot B, where the customer parked his vehicle.  Being that the reservation was made with **************************************************** they are the ones who received the payment and have the card details on file to initiate a refund. I have already requested for them to refund the reservation as it wasn't used. I recommend for the customer to get in contact with **************************************************** at ************ or email at **************************************************************************************************************** for further details on the refunding process.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21916941

  I appreciate the efforts of the BBB to address my complaint.
  
  I am rejecting this response because, while I welcome their instructing Global Parking to refund what I paid, I make the following points about this location's business practices:

  (1)  The website and the confirmation email do not state the amount of the extra charge for our ***** CRV, we were only told that when we arrived, and in fact we were told it could be as much as $5 per day.  Our ***** CRV does not take up any more space than a standard sedan, and the extra charge is arbitrary and part of a "bait and switch" approach that gives most customers no choice since they typically would lack the time to park elsewhere.

  (2)  Another major factor in our decision not to park there was the undisclosed (until we arrived) extra charge of $15 if one's return flight is more than two hours late, rather than simply charging for an extra day of parking, which is the practice of the official long term parking lot.

  (3) I objected to these practices, which amount to "junk fees" and a fraudulent business practice.  At the time, the official long term BWI parking was only $8 daily, with no penalty other than paying for an extra day if one's return flight is delayed.

  (4) Finally, it was worth it to us to use the official BWI parking lot because their return shuttles run much more frequently.

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

  Customer Answer

  Date: 07/26/2024

  I want this business to change its business practices, so it is not misleading potential and actual customers with "bait and switch" junk fees.  I have filed a complaint with the ***********************************  Its fees should be clearly posted on its website when a reservation is considered, both the arbitrary extra fee for an SUV and the outrageous late fee charged if a flight is delayed.