Complaints

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

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  LAZ Parking

  333 W 39th Street, Suite 602 New York, NY 10018-1377

• 

  LAZ Parking

  247 W 46th St New York, NY 10036-1439

• 

  LAZ Parking

  PO Box 400 Croton On Hudson, NY 10521-0400

• 

  LAZ Parking

  133-59 Roosevelt Avenue Flushing, NY 11354

• 

  LAZ Parking

  2 Overhill Road Scarsdale, NY 10583

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:01/31/2025

  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 recently parked at this garage and their shuttle service is not reliable. Upon return I texted them and was not picked up and was ignored after providing them my luggage terminal and people.. I believe I deserve some type of refund for the horrible service I received, I know I'm not the only one because I've read many complaints about this.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out to us at LAZ Parking, we are sorry to hear about your experience. Can you please provide which location this was at, as well as a picture of the receipt/ticket so we can identify the transaction that this is regarding. 

  Customer Answer

  Date: 02/05/2025

  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]

   

   Attached is the original confirmation with the business address located in ******. This is not a complaint about the service the service was but however the shuttle was unreliable both to and from the airport. If you advertise shuttle it should be reliable 

   

   

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

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

  Business Response

  Date: 02/10/2025

  Hello, 

  My apologies for the experience you recently had using the shuttle. Unfortunately, our company does not operate the shuttle. I can see if it's possible to refund you one night of parking for the inconvenience. Can you please reach out to me at ************. 

  Thank you, 

• Initial Complaint

  Date:12/26/2024

  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.

  On 12/21 we entered the ******************* parking garage at 1.41pm. We then exited at 12/22 at *****pm. We were charged a fee of 43$, which was way over the posted rates. We find that theres a discrepancy in pricing and would want to move to resolve that. Our ticket number was ********

  Business Response

  Date: 12/31/2024

  See below Explanation reference to ticket #********:

  The ****** came in on 12-21-2024 at 1:41pm and exit on 12-22-2024 at 10:09pm a total of 32 Hours and 28 Minutes (please see attached ticket information back up in attachment 1,2 and 3). see below charge breakdown:

  - For the first 24 Hours = $23 (see attachment #4).

  - For the next 8 Hours and 28 Minutes reminder of the stay which it full under the up to 12 Hours rate do to the faced it is over the 4Hours and below the 24 Hours cost for the 8 Hours and 28 minutes = $19 (see attachment #4).

  The total of the Entire stay as per the explanation above for the 32 hours and 28 Minutes= $42 (see attachment #4).

   

  Thank you. 

   

• Initial Complaint

  Date:09/26/2024

  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.

  I booked a parking spot at *************** **************** garage from Sept 28th - October 5th and was charged to my card more than double the upfront price I was shown on the screen when I clicked the pay button.I called the LAZ parking contact us, spoke with *******, and she verified the rates align with what I was originally shown and instructed me to request my refund for the difference in costs to the specific location email. I have done this and gotten no response. This is practically fraud? Its like if you signed to pay $90 at a restaurant and then they just charged you $197 with absolutely no mention!I am simply seeking a refund of the price difference from what I agreed to transact and what I was charged.

  Business Response

  Date: 09/26/2024

  Hi, a refund request was submitted, and the customer will be refunded.

  Customer Answer

  Date: 10/09/2024

  I waited to see if the resolution was successful till I picked up my car. The business did NOT properly resolve my issue. While they did issue me the required partial refund like they mentioned in the reply, in the process of doing so they entirely cancelled my reservation/deleted the ** code from which to exit the garage. When I tried to drop the car off, I had some difficulty as the drop off ** code had been cancelled prompting me to send this email to LAZ:  
  
  
  "Hi, 
  I have just dropped the car off at the garage. I was not sure whether an attendant would be working during the weekend so I street parked during the weekend and entered the garage today morning. 
  
  
  I was issued a partial refund for an overcharge yet my entire reservation and ** code was accidentally marked as cancelled so I had to explain in detail the situation to the attendant to be let in.  
  
  
  Due to this I am outlining the situation to make sure everything is communicated clearly - 
  I had only requested and was issued a partial refund, thus I have already paid LAZ parking the displayed rate on the app in exchange for a spot in the garage. 
  
  
  I will depart the garage sometime on Saturday October 5th and I do understand that my rate does not include any in and out privileges prior to that. 
  Best, 
  " 
  
  
  I got this response from LAZ. 
  
  
  
  "Good afternoon,
  
  
  Thank you for clarifying the situation for me. We apologize because are experiencing a technical glitch in our system where the price displayed is not the correct one for the time parameter however at this point the financial aspect has been taken care of for this reservation. During the day of departure, you will be permitted to exit with no issues. I feel this is important for future use in case the glitch pops up again. The final charged price is the correct one for the dates selected. Our marketing team is aware of the glitch and they are working to correct the issue. As far as the in and out privileges, in order to have that you need to reserve a 30 day pass or longer for your reservation. Please reach out if you have any additional questions."
  
  
  Fast forward to when I try to exit the garage Saturday afternoon. 
  
  
  When I (a young professional with the entire email thread I have had with LAZ corporate) went to the garage, the garage attendant would not bring my vehicle to me (to exit the garage) without me showing him the ** code (cancelled) or some ticket (which I was never given when I dropped off the car due to the cancelled ** code situation). He was insistent that I was trying to rob a car and proceeded to ignore me and just walk away while I was talking to him if I could not provide him with the ** code. 
  
  
  
  The LAZ attendant stated that I could be a stranger trying to steal someone's car at least 5 times. The assertion was frankly ridiculous because I could tell him my license plate, provide him an inventory of every single thing in the car, my registration/insurance in the car would have matched the ** I was showing him, and also if he just bothered to look up my confirmation code from my initial booking with LAZ instead of ignoring me, he would have been able to see that I had paid and it was in fact my vehicle. 
  
  
  After ~30 minutes with no success talking to the attendant, the issue was only resolved after I was like, "well I will have to call the cops now, because at this point, LAZ has my key, my vehicle (I could see it in the garage), has taken my payment, and will not return my car to my possession so if anything, it seems like you guys have stolen my car!".  Finally the attendant brought my vehicle and I was permitted to exit the garage. 
  
  
  All of this after LAZ corporate emailed me saying "During the day of departure, you will be permitted to exit with no issues."
  
  
  This was literally ridiculous. Not satisfied with the resolution. Wasted so much of my time.
  
  Best, 

  Business Response

  Date: 10/24/2024

  Manager **** ***** spoke directly with customer to resolve issue. We discussed the incident in detail and a full refund for the transaction was offered to and accepted by customer ****** *******. A check for the remaining amount was sent to customers address given in the attached email photo. ****** agreed to confirm receipt of the check once it arrives.

• Initial Complaint

  Date:08/05/2024

  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'm looking to file a second complaint against NYCHA LAZ parking. I've been trying to get in touch with a representative for almost a month, but my calls are ignored, and emails go unanswered. It's incredibly frustrating trying to resolve an issue that's been pending for so long. Their voicemail says they'll contact you by the next business day, but that's just not happening. NYCHA pays this company to handle tenant parking requests, and it's becoming a real hassle to reach them. I'm escalating this to higher-*** now.

  Business Response

  Date: 08/22/2024

  Tell us why here...Good afternoon,
  
  We would like to apologies for all the delays during the process, I have sent to your email a temp permit for you to print and start parking in the space, you will receive the original permit on the mail within the next couple of days.
  
  Once again apologies and thanks for your patience and support

• Initial Complaint

  Date:07/31/2024

  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 have attached a note with a detailed description of the problem. IN a nutshell LAZ Parking which administers parking for the **************** has assigned my reserved parking spot to another person under false pretexts. LAZ PArking is not neither answering my calls nor returning messages or responding to my emails.

  Business Response

  Date: 08/01/2024

  Good afternoon,

  As per NYCHA rules and regulations NYCHA reserved the right to make changes in their ground, unfortunately and due to a necessary roof replacement project, that would affect the parkers safety, we had to reuse the parking space to accommodate the parkers accordingly.

  Customer Answer

  Date: 08/04/2024

  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:

  [It is very apparent that LAZ parking has neither read my note nor seen the attached photographs. There is no repair work being done in the parking lot. How has my parking spot been given to someone else to use on a temporary basis? Why am I not being able to park while someone else has been given the spot on temporary basis.  If there is apparent danger for me to park why does this not apply to the car that has been given temporary parking rights in my spot]

   

   

   

   

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

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

  Customer Answer

  Date: 08/08/2024

  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:

  There is nothing in the ***** rules which allows you to give my parking spot to anyone else even if it is on a temporary basis.  I have read them before I started this process.  Regarding your claim that the resident who you have allocated my spot to is handicap that is not the case.  See the photo o the windshield which is attached to this response. Also, why did you not allocate any of the empty spots to this person.  There are 2 spots which are never used in this lot.  And why are you issuing a refund after the fact.  Why are you not issuing the prorated refund upfront.  I want my spot back

   

   

   

   

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

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

  Business Response

  Date: 08/23/2024

  Good afternoon,

   

  NYCHA reserved the right to make any necessary changes in their grounds, unfortunately due to the need to accomodate a resident with a higher category than yours it was decided to make the changes upon project completion you will receive a prorated refund for the time the lot was not used.

  thanks for reaching out to us

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair 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.

  I rented a parking space at LAZ Parking ****************. ******** NY ***** for the months of May and June 2024. Recently a glitch happened in their systems and I no longer am able to text the garage attendant to bring my car to me. This service is included in the cost of parking and not having it available has been very inconvenient.My complaint is that it is impossible to reach anyone at LAZ who can help me with this problem. The garage attendant directed me to main office and said he cant do anything to fix problem . I have called numerous times and left many voicemails and nobody returned my calls. I tried to email them from their web page and that doesnt work either. There is absolutely no way to reach them.I paid them $900 for parking for the month of June and their system for texting the garage is inoperable. They refuse to correct the problem.This has made me late for many appointments.This company is very large and it has branches all over the country. And yet they have absolutely no way to contact customer service. I would like a refund.

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by LAZ Parking regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:06/13/2024

  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.

  On May 28th at around 10:00am, I left my vehicle at the parking garage LAZ for approximately a 1,5 hours. Upon returning my vehicle I noticed a damage to a front bumper area seemed to be from yellow curb and damage to a fender. I was unable to locate the manager and he is not answering the phone calls.

  Business Response

  Date: 06/19/2024

  Hello, we need additional information in order to assist this customer.  Please provide the location you were parking in and we can connect you to the correct manager and escalate.

• Initial Complaint

  Date:06/13/2024

  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.

  Laz has an agreement with NYCHA and offers a customer service line that is currently non-functional or inaccessible to residents. The support line routes calls directly to voicemail, and messages are left unreturned. I am seeking clarification on the rationale behind providing a customer service line without staff to address inquiries or concerns.

  Business Response

  Date: 06/27/2024

  customer have bene contacted and explained about the procedures to following according to her situation, we were able to switch her to another development ****** needs to provide the registration as well as the difference in payment between the different development categories ****** more to be able to accept the changes.

• Initial Complaint

  Date:04/24/2024

  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.

  My ***** complex has had it's parking lots administered by LAZ parking for a few years now, and every year is a struggle to renew my parking permit, but this year takes the cake so far. My household received emails mid March indicating renewal season, but while my husband was able to fill out his application online, my application had to be done by mail as has been the case for a few years, because the online portal never works for me. I included the application, supporting documents, and the money order with the indicated amount of $272 that it said in the application, and mailed it in on March 26th. A few days ago, I got a new application in the mail, as if I hadn't already sent in and paid for my renewal almost a month before. Not only that, but the new application is forcibly relocating me to a parking lot far away from my building, even farther than the parking lot I had been relocated to since a few years ago when they closed the lot next to my building to construct a new building. LAZ never picks up calls, so I inquired over email, and what I received was a response saying that my previous application and documents had been sent back. However, I have not received neither my application, nor documents, nor money order in the week since they said they have sent it back. I have contacted my ***** management office, but they say all they can do is reach out to LAZ for me, since they are not in charge of parking lots since relinquishing control, although they did review my rent history, copies of all the paperwork sent to LAZ and my previous permits, and said I did everything right. Furthermore, multiple other tenants have come with similar issues since this company was given control of the parking lots. Additionaly, in an email I received earlier, they state they did not receive an application nor a money order, but the ***** management office and my receipts can attest I sent it. Permits expire on the 30th, and I fear I will be left without parking by then.

  Business Response

  Date: 05/16/2024

  customer has been contacted and we were able to switch her back to her old parking space as she had requested because is closer to her home and more convenient to her.

   

• Initial Complaint

  Date:04/23/2024

  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.

  Arrived to my car on April 18th at approx 6:25pm and there was water and rust damage to my car. Reported it to the attendant on 4/18 and 4/21 and was informed to contact the *********************** at *************************** and its a land line that no one is answering. Called 311 on 4/22 at 10:55am for structure damage, water, rush, dirt, dust to the underground parking garage. 311-********. There is water and rush damage to my BMWI440 grand coupe and I'm looking for my car to be repaired by Laz Parking. Address: *******************************************************************. Vehicle Damage ticket was opened with **** ************ 4/2224 at 10:55am. **************** The owner and manager have been unresponsive in resolving getting my car repaired.

  Business Response

  Date: 04/24/2024

  We have reached out to the customer and submitted a claim for the alleged damage.  The remainder of the process is handled by a 3rd party independent company to resolve the situation with the customer.  

  Customer Answer

  Date: 04/30/2024

  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:
  

  ***** from Laz Parking reached out after calling him multiple times. He took my information and informed me the third party Lost capture will be in contact within 24 hours. That was April 23rd. I text ***** to follow up and he has yet to respond to my message and his third vendor Lost Capture has yet to reach out or contact me directly, regarding the damages to my car.  

   

   

   

   

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

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

  Business Response

  Date: 06/03/2024

  After reviewing this case, it seems that a message was sent to the customer from Loss Capture the 3rd party reviewer of the information we sent to the customer in regard to this claim.  This correspondence occurred on 4/29/24.

  The email sent to the customer (at the email address we were provided when entering the claim) also provides a phone number, and email address that they can be reached at for any further assistance.  

  Once we submit the claim to a 3rd party future correspondence and questions should be directed directly through them.  They can be reached at ************ with reference to claim number ****** as the email indicated. They can also be reached via email at ***************************** which is also indicated on the email that was sent after loss capture conducted their assessment.