Complaints

This profile includes complaints for Icon Parking Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Icon Parking Systems

  PO Box 237184 New York, NY 10023-0032

• 

  Icon Parking Systems

  305 East 40th Street New York, NY 10016-2189

• 

  Icon Parking Systems

  767 Fifth Avenue New York, NY 10021

• 

  Icon Parking Systems

  35-39 East 61st Street New York, NY 10021

• 

  Icon Parking Systems

  240 East 27th Street New York, NY 10016

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:08/09/2023

  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 emailed the corporate office for help and they stated this business practice is allowed which it is not. I parked in the wrong parking lot. I showed an employee the phone app that displayed my prepaid parking when I was first entering and said can I pay with this now? He looked at it and said you can show us this later and in no way informed me I couldnt use it.I later discovered I had parked at the wrong parking site and the employee should have told me that the parking app was not acceptable instead of telling me I could pay with it later. That type of misrepresentation is fraud.I know it wasnt confusing because I have a recording when I returned. Immediately, once an attendant saw the same pre-paid parking on my phone, he said it wasnt acceptable. But this time I owed $23 vs when I first pulled in and owed nothing.

  Business Response

  Date: 08/10/2023

  Whenever a reservation confirmation is sent to the customer, it includes the entrance address on it. The entrance address is also listed on the website and will direct you to the front of the location. Please note that before our website allows you to finalize your booking, it is required that you acknowledge and accept our terms and conditions as well as the redemption instructions which states that when you return to the facility to pick up your vehicle, please present your digital or paper ticket to the cashier. You can then scan your reservation bar code on the scanner outside the cashier booth or show the attendant your Icon Parking reservation information. 

  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 my complaint has NOT been resolved because:
  

  
  

  Ref ********
  
  I’m not sure why I got a message saying I failed to respond to something.  Because I never received any message to respond to.  I’d like a copy of that supposed message forwarded to me please from the bbb
  
  The complaint was not resolved because, in the end, icon parking is claiming they don’t even own the lot I parked in. I do not believe this.
  
  If anyone reviews the correspondence, they stated multiple times that they spoke to employees to correct behavior.  Well then that’s clearly a lie.
  
  Additionally, they would have known from word one it wasn’t their lot because the address was entered in the very first message.
  
  Lastly, it clearly says online the address of the parking lot belongs to icon.  They never acknowledged this because they can’t without obviously lying.  Or at the least, they should be upset if it truly isn’t theirs, that’s fraud on somebody’s part, misrepresenting them like that without their consent.
  
  See attached screenshot 

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/17/2023

  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.

  On June 28, 2023, I parked my vehicle at Icon Parking - ************* in ***. The vehicle was in Icon Parking possession as of 9:17 AM. At approximately, 1:45 PM, I returned to the garage to drop off a package to my vehicle. I was dropping off some computer equipment. It's heavy! I nicely asked the attendant allow me to bring the equipment to my vehicle or at bring the vehicle to me to let me put the equipment in the vehicle. The attendant refused. He advised me that this isn't a valet establishment. Does it not say on Icon's website that Icon is a valet location except a few select locations. (ie. *******************************************************************************). Per the website, "With the exception of several facilities in Queens, nearly all Icon and Quik Park garages are valet locations. Once you drive up to the facility, our valet attendants will greet you and guide you through the process of leaving your car. You Find It, You Book It, and We Park It!" Upon trying to argue that fact, he tells me that if I want the vehicle to put my equipment into it, I would have to pay $160 to do so, as I would have to pay to get the vehicle as if i was leaving, then pay again to repark the vehicle. Are you f*cking kidding me? After that, I told him I want my vehicle back an I would park somewhere else. I paid the $87.50 for the parking and left. Upon leaving I was stopped by multiple customers about how horrible that parking garage treats people. This is not how you treat a customer! This is bullying and intimidation!!!!!Icon needs to fire everyone who works at that location and to start with new set of employees who know how to respect customers. BTW, I have an audio recording of part of this conversation. I started secretly recording it after he started acting like an moron.

  Business Response

  Date: 07/17/2023

  Please note that before our website allows you to finalize your booking, it is required that you acknowledge and accept our terms and conditions which states that you will not be allowed to come and go throughout the duration of your reservation. Only one entry/exit is permitted. This information is also listed on the reservation confirmation email that was sent to the customer. 

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I'm sorry but this is not acceptable!

  I did not ask to come and go as I please. I asked to drop something off at my car! You are basically telling me that my car is held hostage for the entire duration that it's parked in your parking lots! That is ridiculous! If I asked to leave the garage and come back, I would understand your point. I REPEAT! I DID NOT ASK TO LEAVE WITH THE **** I ONLY ASKED TO DROP SOMETHING OFF THAT WAS HEAVY TO MY **** At this point, this shouldn't even be a discussion. This is how you treat a frequent customer? I park all over the city at multiple different brand parking lots besides Icon and I never got treated as bad as this Icon has treated me! 

  This is complete customer abuse!

  If you don't want to acknowledge your horrible service, then you are just hurting yourselves in the long run! Word of mouth goes a long way! 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/20/2023

  Accessing your vehicle while is parked is not an option. This information is provided in our FAQs. You will have to speak to the attendant on duty before the vehicle is parked, so that they can determine if your vehicle can be accommodated in a space that is easily accessible. Please note, this is not always possible nor guaranteed. 

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  That's very interesting considering you don't always know that a situation like this (wanting to drop something off to my car) will happen. If this was a constant situation that happens frequently from myself, I would understand your point. But, we are talking about something that happened one time. Your lack of any understanding or even any empathy, is disgusting! Moving forward, I will no longer park at an icon or any of your affiliates parking lots. You don't deserve my business! 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/20/2023

  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.

  On May 2, 2023, we entered into a 12-month parking agreement with Icon Parking Systems via their website. The contract was for 12 months at their 808 Columbus garage at $593.01 per month, and included all particulars as to the vehicle that would be parked ******* Pathfinder), including the make, model, license plate, etc. After several weeks of parking, Icon insisted that they needed to charge us an extra $200 per month. The purported reason is that our vehicle is oversized. We reiterated that the vehicle make and model were specified in the agreement, and that we should therefore be charged only the contract price until the 12 month period expired. They then asserted that Newer cars are not yet updated on our system and may not properly be tagged on our website and that giving us the contract at that price for our vehicle was an oversight on their part. They now refuse to honor the contract. They will agree to cancel the additional charge for one month only, but insist on either charging us the $200 for the remaining 11 months, or voiding the contract altogether.

  Business Response

  Date: 06/28/2023

  Most newer SUV models or previously smaller models do not automatically populate as "oversized" when keyed in on the website, even though they are oversized. Unfortunately, the 2023 ****** Pathfinder should be on the oversized list. The customer can choose to cancel their account if they do not wish to pay the additional $200.00 surcharge.  

  A $200.00 oversize vehicle surcharge may apply depending on the make, model, and year of your vehicle. The general rule that determines if a vehicle is oversize requires the vehicle to be181inches in length or longer, or, 65inches in height or higher.

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The businesss response is disingenuous.   The contract (and the list of oversized vehicles) makes no reference to the year of the vehicle.  So this is NOT due to it being a newer vehicle.  Regardless, the language that Icon included in its response (A $200.00 oversize vehicle surcharge may apply depending on the make, model, and year of your vehicle. The general rule that determines if a vehicle is oversize requires the vehicle to be181inches in length or longer, or, 65inches in height or higher) appears NOWHERE in our contract, nor in the Terms of Service. They are simply trying to add this unilaterally after the fact.  We DO NOT want to cancel our parking contract.  We want the original terms of the contract honored.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The *** that the business references does not form and has never formed part of our parking agreement or terms of service.  Moreover, the *** states that consumers should refer to the rates for the actual location to determine the applicable rate for their vehicle.  Our parking agreement reflects the applicable promotional rate for our specific vehicle and specific parking location.  That parking agreement and its applicable terms of service reflect the promotional rate offer that was made by Icon, accepted by us, and memorialized in our parking agreement. Icon cannot now renege on that offer by referring to general ***s.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/12/2023

  Almost all Icon and Quik Park facilities charge a surcharge for oversized vehicles as long as the facility can accommodate that vehicle size. The general rule that determines if a vehicle is oversize requires the vehicle to be 181 inches in length and/or 65 in height or higher.

• Initial Complaint

  Date:06/02/2023

  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 my car. I told the icon parking I would be 30 minutes. I arrived to the window before the 30 minutes to pick up my car but one man was ignoring me and the other was talking to another customer. I stood there for a while until someone finally decided to acknowledge me. When I went to pay I was expecting to pay $18.95 however I was charged $42 which is their (8 hour of parking fee) I tried to dispute with manager and he said I went over the 30 minutes. (Yes because he decided to ignore me for 10 minutes)

  Business Response

  Date: 06/15/2023

  Our system show that the customer parked on June 1st from 3:54 PM - 4:30 PM. The system automatically switch to the next rate once you pass your ***** As a one time courtesy, I honored the up to 30 minute rate for $16 and issued a $26 refund back to the customers credit card. They will receive their refund within 3-5 business days. 

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  After three instances of neglect to our vehicle resulting from Rat damage which occurred on site at the garage at ************************************************* and over 20 years at that garage, the garage refused to refund us for the month we moved to a different garage.

  Business Response

  Date: 03/01/2023

  Icon Parking has absolutely no record of this customer in our system. There is no record that an account was ever created under this name and the claims department doesn't have any claims submitted for damage. 

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After attempting to resolve this issue with my credit card, I would like to reopen this claim. The company has my name and the account is under my father in law ***** *************. I will be glad to provide documentation of the claims and payments for damages done to the vehicle. 

   

  Icahn is uninformed or untruthful. I can be reached and am glad to provide any and all documents.

   

  Best,

   

  *****

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/15/2023

  We are sorry to hear of the damage to your vehicle. Our records show that our claims department issued a payment to you for the damage. As a courtesy, a refund for February 2023 invoice has been processed. Please kindly allow 3-5 business days for your refund to reflect on your credit card.

  Customer Answer

  Date: 03/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/16/2022

  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.

  I have been a customer of ********************, Parkside location, since 2019 and I can say that they have been very disappointing within this last year. On June 30th 2022 I had an incident with a parking attendant who racially profiled me, assuming I was not a monthly customer. He even hit my car with his hand and tried to block me from coming inside at 1 am! I had to call the cops because he threatened to call them on me first. I even recorded the incident and took pictures of the attendant just in case. I also was fearful that something was going to happen to my car after that. The next morning, I contacted customer service. I was emailed back stating that they were taking this seriously and someone from corporate would reach out to me. Nobody from corporate did. Instead, the manager of the location decided to speak to me on the phone when I went to get my car and said he was sorry and that the footage was hard to watch. And that he remembers me because Im always so nice and polite. I dont even know why I kept my car in this garage because this is not the same Icon parking company Im used to. It seems that they have become greedy within these last few years with the increased prices and having service that doesnt reflect. I had to cancel my monthly parking because I am without a job and I have to move because of it. I received an email about my monthly payment not going through although I cancelled the parking and then received an email from ******************* person who told me in July corporate would contact me about the racist incident) that I have to pay a termination fee. 14 days later, I receive another email that they ENABLED auto pay on my card without my authorization. If you look, they were in the news for scamming landlords and owing over $7 million in rent. Many articles state that they use fraudulent practices to duck debt, so I guess they use their customers to pay what they owe. Im heartbroken and disappointed by this treatment.

  Business Response

  Date: 01/11/2023

  ******The customer renewed ********************** subscription to lock in rate. The customer cancelled subscription early and incurred in an early termination fee as describe on their subscription agreement that they agreed to when renewing. The balance owed is an Early Termination Fee that we actually made a $1,000 credit adjustment towards the Early Termination Fee*

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Icon Parking has not responded to my complaint

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/23/2022

  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.

  Icon parking holdings is attempting to collect 2 months of parking fees from Jan 2021 and March 2021 which were paid at that time but because they created a second account for reasons unknown to me cannot 18 months later balance their books. They r also adding late fees and r making threats to not release my car to me without payment . Each month was at that time ****** dollars . I have paid them 30 months in payments and owe them nothing. I have corporate statements showing I owe nothing in those months

  Customer Answer

  Date: 12/18/2022

  At this time, I have been contacted directly by Icon Parking Systems regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  Never heard back from company  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 01/11/2023

  We have no record of two payments being made in December. The customer was asked Aug 18, 2022 to provide payment proof to the bookkeeper so that we can investigate along with proof for March payment. We haven't received anything from the customer since.

• Initial Complaint

  Date:11/10/2022

  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 ordered a month to month monthly parking space. I canceled on October 6, 2022 -- and my effective notice was more than 30 days - as I gave an effective cancel date of Nov. 30, 2022. I have already signed up and prepaid for a new lot on Dec. 1, 2022. Now Icon is refusing to release my credit card as of Nov. 30, 2022. I have prepaid for the month of November 2022. So they have no basis to keep my card and to keep charging me. Yet - they say that they can take a $1000 cancellation fee!!!! They claim that I have a longer subscription than just the month to month. This is consumer fraud. I have complained by email, and they refuse to correct.Also - they have been charging me the 18% tax - even though I am a *** resident and a submitted my information to *** as of July 2022. They owe me money for that as well.Also - I was onlyabout to contact customer service by mail, and thus, you cannot talk to a person. The email responses are nonresponsive, and they do not even come from the same person. I am attaching my cancellation form, which clearly gives more than a month's notice. Nowhere on that document does it say that I have to pay a cancellation fee of $1000!!!!!!

  Business Response

  Date: 11/10/2022

  We regret to inform you that we cannot remove the cancellation fee. Based on our records, our records show that the customer signed up for a six month subscription plan for monthly parking which is ending on 01/31/2023. If the customer cancels the monthly ********************** earlier than the end date, he or she will be subject to 50% of the remaining subscription term balance, up to $1,000, per the Terms and Conditions you agreed to upon enrollment.
   
  For more information on monthly accounts, general billing, and many more helpful topics, please visit our FAQ Page.

  Customer Answer

  Date: 12/11/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************