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:04/07/2025

  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.

  My family went to Chattanooga on 4/1/2025. We went to Aquarium and Bright Base was the company to pay for the parking lot. We scanned our credit card and paid for space. After that we went to the **** *** store down the road. Again, we parked at the Bright Base lot next to it. It did not have a place to put your credit card so I had to text and click on a link, which I did. When I hit submit payment it took me back to main screen. I assumed it had taken my payment. We were there less than an hour as the store was closing (going out of business). When we went back to our car, there was a sticker on it saying Notice of Parking Violation. The car beside us also had a violation sticker and I had watched him put in his information the same time I had put mine in. I do not feel that I should have to pay $40.00 (or even $30.00 they offered for this mistake). You can see we had just left from the Aquarium less than an hour earlier. I have my ticket from parking at this location showing the time we parked and it had a place to scan my card and it gave you a receipt. I feel that this is way too much to ask for someone to pay. If the lot had a scan for your card we would not be here. I clicked the link, I put in my credit card information and there is no reason it should not have taken it. I understand I owe, but not $30-40.00 dollars. I have kept the text on my phone to show I had gotten the link. I did not even think about it after I hit submit and it took my back to main screen.

  Business Response

  Date: 04/22/2025

  The proof of payment you provided in this complaint shows where you made a payment at the location on the corner of ******** *** and ******** **. Payments are non-transferable between parking lots managed by BrightBase or any other parking company. On all the locations that are managed by Brightbase there are a parking policies, terms, and conditions sign. On this sign item 11 states: Each payment is for one vehicle and one lot only - non-transferable to other vehicles and lots. The lot you received the parking notice on, does have a machine on it that accepts cash and credit cards, and there is also the ability to pay through ********* from your phone. There is not an active parking session in the system for the lot you recieved the parking notice on. If you can provide proof where a parking session was active, when the parking notice was issued, the parking notice will be voided. When you pay through *********, it will give you confirmation that your payment was successful to confirm that the parking session is started.  

• Initial Complaint

  Date:10/03/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  see attached
  
  We are attaching our check #**** for $42.50 - a parking fee + penalty that is a complete and total rip off & rachet.
  
  We frequent your city (or we did) & spend money there. On August 18 we parked @ ******* * ******* venue for a concert. My husband put the correct money in the kiosk (the only one we saw) in good faith. Apparently there are 2 lots - not different rates in any way and he put the money in "the wrong one." and now you send us a fine & threatening letter. Thank you very much. We will not return to your city (we will spend our money elsewhere) & will be sure to tell all our friends about the fine fine way we have been treated. I will be sending a copy of the letter to your local chamber of commerce & BBB & anyone else that may have a stake in this problem. I'm sure we are not the only ones who have experienced this poor business model.

  Customer Answer

  Date: 01/16/2025

  see attached

  Brightbase has turned us over to a collection agency over a $10 parking fee that we paid. Hard to believe. But now I request that you do look into this company as they are driving visitors away. 

  Business Response

  Date: 01/20/2025

  What is your plate number or notice ID? This way I can investigate your notice ID

  Customer Answer

  Date: 02/05/2025

  Our license plate number is *******.

  The notice number is *********.

  Business Response

  Date: 02/11/2025

  BrightBase does manage two lots that are connected to each other by the Memorial Auditorium. BrightBase had fence installed a fence between the two lots that provides a clear division separating the two different lots.  There are also signs on the fence that inform everyone to not make a payment on the other side for the other parking lot. For all the lots that are in the same area BrightBase has the same pricing for the lots. It would not be good business or be fair to the owner of the lots if the prices were different for lots that are close to each other. If someone feels that a parking notice was issued in error, any customer has the ability to file an appeal or can call the appeals department. I could not find an appeal in the system by searching by your name. What is your license plate number or notice ID, and I can search that way.
  

• Initial Complaint

  Date:08/06/2024

  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.

  see attached
  
  I called them on 7-15-24 & left them 2 messages. I told them I did not have a way to scan the ticket & needed to find out the amount of the ticket. The ticket did not have any info about the price, date, or vehicle tag number that it was meant for. I did not receive a call back. I called again that next day 7-16-23 same message. No reply from them.
  In the meantime I sent them a check for the 32.50 with all the info from the ticket with it, on the 16th This is not Aug 1st.

  Business Response

  Date: 08/08/2024

  Our records indicate that our appeals department did call you back on 7/15, again on 7/16 and left a message. You sent the appeals department an email on 8/ and 7:12 AM, and the appeals department responded to your email on 8/1 at 8:42 AM asking for your notice ID or license plate number so they could look into your citation. The appeals department never received a call back from the voicemail that was left, nor a reply to the email asking for your notice ID or plate number. BrightBase received check number ***** for the #32.50, applied the payment to your notice, and deposited the check already. 

   

  BrightBase's parking notices are different than other parking companies' tickets. With BrightBase's notices, the vehicle information, lot, and amount are not printed on the notice. Instead, there is a QR code that you can scan, and once you do there is a lot more information that is given to the person that received the notice. Once you scan the QR code, you can see all the information about the vehicle, the violation amount, and all six of the pictures that were taken when the notice was issued. We try to give as much information as possible to the individual that received the notice.

  Customer Answer

  Date: 08/19/2024

  see attached

  The only truth to their response is I did send them an email. No, they did not send back asking for more info. They did have on there that that ticket has been paid - no further action required. That was after my nine calls to them with no reply. They did not call me,

  I'm not complaining about receiving the parking ticket. I'm complaining about the company itself. I don't required anything further from you.

  But what are the chances that many people are on the internet with the same story as this company not returning their calls and claiming they do?

  Liars 

  They finally ran my check through after 22 days. And these people don't know each other that are complaining. I guess it's not a crime to lie. But I think they CEO of that company needs to know the kind of people running his company. I'll send him a letter. 

   

• Initial Complaint

  Date:07/11/2024

  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.

  Bright Base continues to place ticket violations on my car claiming i do not have a tag of permission in my car but I do have one and it's visible in the photos. I already sent two emails seperate emails about this and the first one they denied. The 2nd they ignored and I didn't bother sending a third complaint. I believe they are harassing me on purpose because I complained.

  Business Response

  Date: 07/18/2024

  You have received three parking notices from BrightBase for failure to comply with the parking terms, policies, and conditions. The ***** Lofts residents were clearly informed by the leasing office of where their tenant's visitors are allowed to park, and that they must have the visitor parking pass clearly displayed at all times on the dash while parked on the lot. If visitors fail to park in the correct location, or do not have the parking pass clearly displayed they will receive a violation.  You referenced picture 20240709_15262 for notice ID **********. Where you moved the citation and placed it on your door, and circled where the visitor pass was. Two pictures that were taken when this notice was issued have been attached. If you scan the QR code on your notice you will see the same two pictures. In the pictures we attached you will see the citation was placed on your window, not your door, and you can't see the visitor pass. The second picture clearly shows there was not a visitor pass on the dash. The visitor pass is supposed to be placed on the dash or hanging on the review mirror.  BrightBase was instructed that if the visitor pass is not clearly displayed on the dash or hanging on the review mirror, BrightBase is to issue a parking notice. The BrightBase parking enforcement team will not look through a vehicle to see if there is a visitor pass is somewhere in a vehicle. If a BrightBase employee was seen looking through a vehicle for a pass, someone may think that it looks like they are trying to see what is in the car and trying to break in. You did not display the visitor pass and that it why you received a parking violation, and why your appeal was denied. 

  The other two notices that were issued to you. Were for when you parked inside the gated area of ***** Lofts. The gated area is for residents to park in only, and visitors are not allowed to park in there. The residents only parking area only has enough spaces for the residents to park in and are very strictly reserved for the paying residents of ***** Lofts. If a nonresident parks in that area, they will receive a parking violation, that will not be voided.  A picture has been attached for notice ID ********** and for notice ID **********. Both pictures clearly show that you are parked inside the gated residents only parking area. 

   

  It is the responsibility of the ***** Loft tenant, to inform their guest where to park, and how to properly display the visitor pass. The BrightBase appeals team did stop responding to your emails because you kept arguing, after it was clearly explained why your appeal was denied. You also stated in one of your responses that pass was that the BrightBase employee would have to be at the correct angle to see the pass next to the console. Again, the BrightBase enforcement staff will not look throughout a vehicle to see if a pass is paying somewhere in the vehicle. 

   

  Customer Answer

  Date: 07/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Their arguemtn holds not merit. and lacks evidence. I filed a complaint against Brightbase's business license. Please see my complaint to Tennessee Business Licensing and Regulations and to Tenessee Real-estate Commission Agency.

  Hello,
  
  
  I am filing a complaint against BrightBase LLC's business license # ***** for unfair practices. BrightBase LLC is located in Chattanooga, TN. (Please see screenshot of business information).
  
  
  June 27th, 2024, 10:57 AM I filed a complaint in writing to BrightBase via email. My guest received a ticket on their car despite the fact that the parking pass was displayed inside of the car next to the console. I thought BrightBase must have made a mistake and asked for the ticket to be dismissed and sent them photos of the parking pass with the ticket inside of the car. BrightBase denied the ticket dismissal stating the ticket needs to be displayed on the rearview mirror. I took photos of the parking lot's signage and screenshots of their rules while checking their QR code from one "pay to park" sign and didn't see any rules in writing about a parking pass needing to be displayed on the rearview mirror. BrightBase continued to deny the ticket dismissal.
  
  
  July 1st, 2024, 5:54 PM I received a ticket on my friend's car I was borrowing while parked inside of the gate to my apartment. I had the guest tag displayed on the car seat as seen in the photo I attached.  I cannot display the parking pass tag on the rearview mirror because the rearview mirror's handle is too large for the pass's handle to hang. Therefore, I displayed it on the car seat. I sent in another complaint in writing and received no response. It is their responsibility to respond to each dispute and they failed to respond.
  
  
  
  July 9th, 2024, 3:36 PM I received another parking ticket while parked inside of the gate and this time I had the parking pass displayed on the dashboard that is clearly visible with the ticket and parking pass in the photos. Please see attached photos. After this I filed a complaint with the BBB because I believe Brightbase is harassing me and making up rules as they go along to how they see fit. I don't think BrightBase has a clear outline of their rules as they seem to be making it up as they go along.
  
  
  BrightBase's argument holds no merit as they claim I received parking tickets because "Guests" aren't allowed to park inside of the gate and it's only for residents. There are no signs stating this and I am the resident. I do not have a car and my landlord gave me a guest parking pass and I was only borrowing the car temporarily.  They even have a wild claim that I moved one of the tickets from my friend's car. BrightBase states I received a third ticket but I have no evidence to support a third ticket. 
  
  
  I am asking for BrightBase to take responsibility by dismissing all three tickets and for them to clearly display signage of what is acceptable and not acceptable and of their rules for individuals who utilize their parking space at the parking spaces.
  
  
  Thank you for your time.

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

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used this parking lot since COVID and never an issue. I tried a new app that said it was this parking lot, paid the amount and went to my business meeting at 8:00AM. I returned with time to spare on my app but there was the sticky ticket on my window. I typically use the QR code inthe lot but the app showed me in the parking lot so why question it.
  Chattanooga should not allow a $4.00 typical charge to be run up like this to $42.50 that is ridiculous. Also the lot was almost empty when I got there and left, I waited to speak to the roving attendant but they would not come back to the lot.
  
  I tried to contact them via phone and you can not speak to anyone. Also if you file against the ticket NO RESPONSE at all is given. But hey if I don't pay in time they will hit you for an additional $20+. This gives Chattanooga a bad image and this is unacceptable. So a reasonable charge could have been made or discussed at least but this is again a rip off.
  
  So you are telling me that this is not a rip off or scam 90 min is what I paid for and did not use.
  THAT IS $.42 per min where in th world is this acceptable.

  Business Response

  Date: 05/22/2024

  When you file an appeal, the appeal is answered within 5-7 business days. If you call the appeal line, ************, you call will be answered, but if you leave a voicemail, your call will be returned in the next business day. Tell us your notice ID, and we will look into your appeal. If an active parking session was made and kept when the citation was issued, the citation will be voided. If the parking session had expired, then the citation maybe reduced. The ********** enforcement staff do not handle appeals. They will inform you how to file an appeal, and that is the only way to dispute a citation. An active parking session is required to be made and kept at all times while you are parked on the lot. It does not matter if your vehicle is the only vehicle on the lot, or if the parking lot is full. On every lot, there is a blue sign titled parking policies, terms, and conditions. This sign informs everyone that an active parking session at all times. This sign informs everyone how to file an appeal, it also has the help line number, and the appeal number on it. 

• Initial Complaint

  Date:03/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company had their parking reset timer set for 3am. No one is up at 3am. When 3am hit they went and charged me $42. I paid for 1 day if parking, but at 3am the timer reset. This company has setup this scheme to sale parking passes that expire at 3am so they can price gouge and charge more fees. They need to change their sneaky practice and have parking expire at a normal time when people are awake. I would lie a refund for the $42.

  Business Response

  Date: 04/04/2024

  The parking day starts at 4:00 AM each day. The all-day rates on the parking lots do expire at 3:59 AM. The reason the parking day starts that early is because anyone that comes on the lot early in the morning can receive parking for all day. If the parking day started at 8: 00 AM, and a construction worker parked on the lot at 7:00 AM paid the all-day rate when they parked, their time would expire at 8:00 AM. They would pay the all-day rate and only receive a parking session that is valid for one hour.  The expiration time is clearly printed in bold writing on all receipts to inform everyone what time the parking session expires. If payment is made through either ********* or through ********** the expiration time is displayed prior to you purchasing the parking session, and you receive a text message 15 minutes prior to the time expiring.  We do not automatically issue a citation to anyone at 4:00 AM when the time expires. The notice was issued to you after 7:00 AM. We have a sign titled parking policies, terms, and conditions on each lot. This sign informs everyone that you must have a valid parking session at all times. Failure to have a valid parking session, may result in receiving a citation. 

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife & I drove to Chattanooga on 2/21/24 to visit & have lunch at ****** ******* ***. We parked at a pay lot right next to the restaurant. There was a QR Code posted for payment & I accessed the BrightBase payment program. I was able to put in all my info but just as I was about to put my CC info, the site crashed. I thought that I could try again after we ate. But when we came back out less than 30 minutes later, there was already a "Notice of Parking Violation" with a reference code of **********.
  
  I called the number on the citation & was told that they couldn't handle my request to simply pay the parking fee without penalty. I was given an email address to which I could submit such a request. I did so on 2/22/24.
  
  The response was that they don't take any explanations whatsoever, even their own site crashing) & demanded that I pay (even though no payment amount was given) or the penalty would increase after 14 days. It took them 4 days to respond. That only leaves me 8 days to settle this.
  
  This is a terrible business model. I stood ready to pay the $10 parking fee on the 21st. Their system failed & BrightBase wants me to pay for it. I will be happy to send a check for $10 to their Chattanooga office, but I refuse to pay penalties for their incompetence.

  Business Response

  Date: 03/01/2024

  The customer service phone number is on the ********* website, and it is also on the parking policies, terms, and conditions sign that is on every lot. When the website crashed for you, if you would have called the customer service number then they could have informed you to try again, or they would have documented your call and the problem you experienced. On the parking policies, terms, and conditions sign, it informs everyone that if a payment is not made for any reason do not leave your vehicle. An active parking session must be made and kept at all times to avoid receiving a citation. Your original appeal was denied because there was no proof that you did try to pay.

  As a one-time courtesy the citation will be reduced to $10.00. Payment for your citation can be made by scanning your QR code or you may send a check or money order to *** ******** ******* ***** *** ************ ** *****. Please be sure to include your license plate number or citation number on your check or money order.
  
  

  Customer Answer

  Date: 03/04/2024

  Dear BBB,

  
  

  Thank you for resolving this dispute. I have sent BrightBase Management the $10 they requested to the address they gave.

  
  

  I must note that I doubt BM (an appropriate abbreviation for their company & their attitude toward customers) has learned anything about their own customer service as a result of your efforts. They state if their response the "if I had called" their customer service, then the situation could have been resolved on the spot. The fact is that I did call their CS line & requested to pay the $10 on the spot, but was told I could not. I either had to pay the penalty & then dispute it or go ahead & dispute it. I obviously chose the latter option. 

  
  

  Please inform BM that I accept their reluctant solution & have already mailed my check.

  
  

  Thank you again for what you do for consumers.

  
  

  Blessings,

  
  

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

• Initial Complaint

  Date:01/26/2024

  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 am a 100% disabled Veteran, I got the chance to take my family to the Tennesse Aquarium and parked in front in the Handicap parking with my handycap placard and tag showing. I thought I would go ahead and pay the parking booth machine even though the city honors disabled veterans with free paying on all streets and parking spots. I paid for three hours and tried my best once I seen that the aquarium was bigger than 3 hours of viewing to rush my family out but with so many people their and my family isnt small to say the least. Two of which are still in diapers. Need less to say, when we got back to the car there was already a ticket there on my cars paint. I tried to dispute the ticket only to receive a reply saying something to the tune of at least its only $22.00 and not $40.00 if you dont pay. I found tgis to be very rude and upsetting that the city of Chattanooga is allowing such rude companies to operate here with little to no costumer support or public relations. After talking to other locals I realize this is certainly an issue of a very rude company that is out of control. Their fines are over twice the amount than if I had paid for the entire day.

  Business Response

  Date: 02/06/2024

  You are correct, the City of Chattanooga does offer free parking to anyone with a handicap plate or placard displayed at any municipal owned location. In Chattanooga, the only municipal owned location is the on-street meters. The parking lots and garages are privately owned and managed by different parking companies. If anyone with a handicap plate or placard parks in a paid parking lot or garage they must pay for parking. BrightBase tries to inform everyone that parks in a handicap space, with a handicap plate or placard that they must pay to park. In the handicap spaces. BrightBase has a sign under each handicap sign informing they must pay. On every lot and garage BrightBase has posted the parking policies, terms, and conditions. Number 1 on that sign states: Payment for parking is required for all vehicles all the time, 24/7/365, including at handicap spaces. Number 13 states: pay for enough time to last until you return to your vehicle. Number 4 informs everyone that the lot is checked periodically for violations and explains the range of the parking violation fees. There are multiple payment signs posted on every lot, and on the lots where there is a payment machine. There is a kiosk over it that say PAY HERE on all four sides. There are multiple signs posted to try and prevent someone from not seeing a sign and having the opportunity to pay for their parking session. 

  On all of the lots that BrightBase manages payment can be made by ********* and/or **********. If you pay through one of the pay by phone options, you will receive an alert 15 minutes before your time expires to give you the opportunity to add more time. If you pay through the machine, then you must either return to the machine, or you can still make a payment through ********** or ********* to keep an active parking session. If your time is expired, then there is a chance you will receive an expired time violation. In your appeal it was explained to you why you received that $20.00 expired time violation. It was not stated as "at least its only $22.00 and not $40." We explained that we have a different violation for expired time vs non-payment. 

   

  Customer service is very important to BrightBase and we try to inform everyone to pay and how to pay. IF there are any questions before, during, or after the payment process, we have the customer service phone number or the appeals phone number. For customer support, we have a 24/7/365 call center that answers all of our customer service calls. The number is posted on all of the machines, ********* website under the help button that appears on each screen, and on **********. The call center is trained on each property and each payment option to help a customer with any question. If there is a question about an appeal or how to appeal a citation, we have that number posted on the citation and on the appeal website. If you call the customer service line, they can give you the correct number to call for an appeal and/or have the appeals department call you back. The appeals number is answered Monday through Friday 8:30 AM to 5:00 PM. If you leave a voicemail, your call will be retuned ASAP during business hours. 

   

   

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company is lieing. They dont even answer their costumer service. I have not been able to talk to anyone. They say they have all lots and garages posted with payment info. Including handicap, They do not. They said they did not say in the appeal email that I got from them that I was to pay 22 for late violation instead of 40 for non payment. I have the email...it does say 20 instead of 22. But when I payed it charged me 22.  And they obviously said that about 40 for non payment as a scare tactic. That is their costumer service....not one care that they are dealing with a disabled veteran. Their only care and response for costumer service is PAY or Be Charged Double!
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 02/16/2024

  You claim BrightBase does not answer the customer service number. What is the phone number that you are calling? If you call ************, that is our appeals department and if they do not answer they will call you back. I have attached pictures of every single handicap sign on the lot you received the citation on, and it shows proof that under each of the handicap sign there is the payment is required sign. I have also included a picture of the parking policies, terms, and conditions sigh that is posted on the kiosk closest to the handicap spaces on the lot.  I said in the appeal response email we explained why it was $20 violation for expired time instead of a $40 violation for non-payment, and that it was not said they way you said it was. It was not used at all as a scare tactic, it was just an explanation. On the parking policies, terms, and conditions sign number states that payment for parking is required for all vehicles all the time, 24/7/365, including handicap spaces. Number 13 states pay for enough time to last until you return to your vehicle. Number 4 state. This lot is checked periodically for violation. Individual fees can range, or escalate, from $20 to $75. A one-time $25 late fee will be applied if not paid within 21 days of original violation. BrightBase is as open and honest about what someone is to do when they park, if they need to pay or not, and what will happen if you do not have an active parking session the entire time. When you make a citation payment online or pay for parking online there is a processing fee you are correct. Anytime you make any purchase online with any company there is a processing fee. 

  BrightBase does care that you are a disabled veteran and thank you for your service. We treat everyone equally. If an exception is made for one, then it has to made for everyone. 

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company claims are not true.  They think that charging parking violations ranging from 25 to 75 dollars is an honest practice. This company has been acknowledged by the residents in and around Chattanooga as being very unfair and aggressively dishonest. Several companies are now fighting back by offering to cover patrons parking even if the patron is visiting a different business or event within walking distance. I for one will use the city metered spots from now on since they are free for handicapped, where the city of Chattanooga does a much better job at reconizing the need of disabled citizens/patrons/patriots, unlike this company that has disabled parking spots for no real reason. A place that doesnt see a reason to help the disabled. Claiming that if you help one then you need to help everyone, yet help none. Thank goodness this company isnt in charge of more than praking lots. Imagine a world where there is no help for those less fortunate than others. A world without any type of disabled assistance to ease the life long suffering of pain from physical, mental and financial frustrations. A company like this should feel a grave sense of shame and unworthiness. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/20/2023

  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.

  On December 1, 2023 at 4:44 PM I arrived at a parking lot in downtown Chattanooga to go to our reservations at ****** ****. We parked in front of a sign with the QR code to pay for parking. I scanned the QR code and entered my ***** *** to pay for the parking until 3:48 AM. The price was $12.50. At 4:48 PM I received a text message saying to view your parking session click here. I did and it said that my parking was good until 3:48 AM. We went to our reservation came out and there was a parking violation on my car. I immediately disputed it. I emailed the screen shots of the text messages that I received. I don't mind paying to park, but it is deceptive and fraudulent to send a confirmation text and then ticket somebody. I disputed and it has been 18 days and no word. So it will cost me an additional $42 on top of what I already paid. This is so wrong!

  Business Response

  Date: 01/09/2024

  BrightBase received your original appeal on Friday December 1 at 6:34 PM and we responded to that appeal on Monday December 11 at 10:18 AM. We do try to respond to all appeals within three to five business days. We were not able to find a payment on any of the surrounding lots for the plate number that received the citation. We asked for you to provide proof of payment from your parking session. You did not provide proof, and because of that your appeal was denied. The only picture that kept getting sent in was one that says to vie your parking session click here. It does not have the PARK number that could be used to confirm the lot or a date that it was purchased on. Attached is a picture of the proof that was sent in. The proof that is needed is a receipt for the parking transaction that shows date, time, and location that parking session was for.  Payment for parking is non-transferable between parking lots, and that is informed to everyone on the parking rules and regulations signs posted on every lot that is managed by BrightBase. 

• Initial Complaint

  Date:11/08/2023

  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 attended an event to raise awareness around green spaces in our community. I volunteered as an Educator & was told both by the organization putting on the event as well as the owner of the business hosting the event that since we were volunteering at the event & the owner owned the lot, we need not pay. I have been to this business several times & never had to pay for parking. After the event we returned to our car & i was surprised to find a parking ticket. I emailed BrightBade with the aforementioned information & offered to even send a letter from the business owner. They refused, asked me to pay $20 for the 2 hours we were volunteering at the event. I asked to speak to a manager but was refused. I asked to file a complaint & submit another appeal to again be told no. This company is steeping to low standards to go against an organization and business owner who gave permission for their parking lot to be used for a VOLUNTEER event. Shane on you.

  Business Response

  Date: 12/12/2023

  The section of the parking lot you parked in is not part of the ******* ****** * ****** parking area. I have attached a picture showing the parking lot. The space you parked in I have circled in red which is about four or five spaces down from the pay machine. The pay machine also has pay here around all four sides of the kiosk to inform everyone where to pay. Also, in the first picture I attached, I have circled in blue the yellow line that separates the part of the parking lot that we manage, and the part of the parking lot that is only for ******* ****** * ******'s customers to park. Anytime you park on the lot and are going to ******* ****** * ******'s, the only way to get free parking is to park in their section of the lot. Anytime you park on the ***** Street side of the yellow line, you have to pay to park or run the risk of receiving a citation. ******* ****** * ****** has done a great job of helping inform everyone which spaces are for them by placing their own pay to park signs in their spaces.

   

  The owner of ******* ****** * ****** reached out and as a one-time courtesy for him we have voided your citation.