Complaints

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

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  ParkOn.com

  6000 Indian Creek Dr Apt 901 Miami, FL 33140

• 

  ParkOn.com

  78 SW 7th St Fl 5 Miami, FL 33130

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:01/19/2025

  Type:Order 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 October 15th I made a parking reservation at ************** with ParkOn.com, for the 15th to the 29th. I paid them $113. When I got to the airport, the parking garage did not exist. I double checked the address, and I was at the ************ sent me to. Because I was catching an international flight, and time was running short, I parked at the airport garage. When I got home, I had to pay $1050 for parking. I asked ****** for $937, which would let them keep their original $113. However, they reimbursed me only the original $113, and stopped communicating with me. I feel that I had a contract with them, and they failed to fulfill their part of it, and should therefore be responsible for the extra money I had to pay.

  Business Response

  Date: 02/18/2025

  Dear BBB Representative,

  
  Thank you for reaching out regarding the complaint filed by Mr. ****** *****. We take customer concerns seriously and would like to provide clarity regarding the situation.
  On October 15th, Mr. ***** made a parking reservation through ParkOn.com for parking from October 15th to 29th at **************. The reservation was for $113.28. Upon arrival, Mr. ***** found that the parking garage did not exist at the provided address. He was unable to park at the location and, due to time constraints, had to secure alternative parking at the airport for $1,050.
  Mr. ***** requested that we reimburse the difference between the original parking fee and the cost of the alternative parking, which was $936.72. However, we refunded the original amount of $113.28, as that was the payment made for the reservation that was processed through our service. Unfortunately, per our policy, we are unable to provide reimbursements for costs beyond the amount paid for the original reservation.
  We acknowledge the inconvenience this caused Mr. ****** but it is important to note that our refund policy only covers the amount initially paid for the reservation. We encourage our customers to reach out to the parking lot provider directly for additional assistance when such issues arise at the lot itself.
  In conclusion, while we understand Mr. ******* frustration and regret the inconvenience, we believe we have fulfilled our part of the agreement by processing the refund for the original $113.28.
  Please let us know if further information or clarification is needed.

  
  Sincerely,
  ParkOn.com

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22831648
  
  I am rejecting this response because: Two reasons. First, Parkon.com suggests that I should pursue further action with the parking facility. But the whole point of my complaint is that the parking facility does not exist. They sold me a product that is non-existent, so it would be impossible for me to contact them. If the person answering my complaint actually thought about it, instead of writing a generic answer, they would have realized that their response made no sense. Second, ****** says they care about their customers, but that is obviously not true. If they did, they would make their customer, me, happy. It is very short sighted of them to not only lose my business, but to lose all the people I might have recommended them to, and avoid the negative review of their company. I park at the airport 6 or 7 times a year, every year, almost always for a week or two, and that business is lost to them. In my company, it is our policy to make the customer happy, and if we have done something that has caused the customer a problem, we reimburse them for all of what they spent, not just what they paid us. This keeps them coming back over the long haul, even if we made a mistake which might cause them to switch to another company. And the good will that doing the right thing creates is priceless. *********'s department store became an industry leading business by bending over backward to accommodate their customers, and everyone knows their name.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/05/2025

  Hello,

  
  Thank you for reaching out again regarding this complaint. We appreciate the opportunity to provide further clarification.

  
  We regret that Mr. ***** had an issue with his reservation. As previously mentioned, we refunded the full amount he paid for his reservation ($113.28) since the parking facility was not available upon his arrival. Our policy allows for refunds in cases where a reservation cannot be honored.

  
  However, we are unable to reimburse the additional $936.72 he incurred for airport parking. ParkOn.com is a third-party booking platform that connects customers with independently owned parking facilities. While we facilitate reservations, we do not own or operate these parking lots. Unfortunately, we cannot be held liable for expenses beyond the original reservation amount.

  
  Regarding Mr. ****** concern that the parking facility did not exist, we have escalated this matter to our vendor team to investigate the lot's operational status at the time of his reservation. If it is determined that an error occurred in our system, we will take appropriate measures to prevent such issues in the future.

  
  While we understand Mr. ****** frustration, our position remains that we have fulfilled our contractual obligation by refunding his reservation cost. We strive to provide excellent customer ********************** and regret that we could not meet his expectations in this case.

  
  Please let us know if additional information is required.

  Sincerely,

  ParkOn.com team

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair 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.

  We needed to change our parking reservation and there is no phone number to contact anyone for assistance. I submitted the form on their website and no one ever got back to me. I finally got ahold of where we were parking and paid extra. On the way back I used their website and prepaid for the extra time but the parking place said we owed money despite having the receipt and we code they said the 3rd must not have updated overnight and tried to charge us again. This is absurdly inconvenient and stressful after already having a difficult travel day.Seeking refund of both change fees due to lack of communication between the business and customer (they never responded to the form within the time frame they said they would) and lack of communication between the business and the parking lot causing us to be delayed by almost 20 minutes just trying to leave the lot.2 days parking refund for the changes we made.

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau,

  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience experienced by Mr. ** ******** regarding their reservation.
  To clarify the situation, Mr. ******** parked for 8 days and used the reservation as planned. We were not notified by email of any issues while they were utilizing our service. Mr. ******** extended the reservation for an additional day and was charged an additional $13.19. However, it is the responsibility of the parking lot to honor the reservation extension. Unfortunately, the parking lot did not honor this extension, and we regret the inconvenience caused. As a result, we are processing a refund for the $13.19 charged for the extension.

  
  Please note that the remaining charges were for the valid reservation that Mr. ******** used, and as such, we are unable to issue a refund for that portion.

  
  We hope this clarifies the situation and sincerely appreciate your assistance in helping to resolve this matter.

  Kind regards,

  ParkOn.com

  Customer Answer

  Date: 12/16/2024

   
  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.
  
  Sincerely,
  
  ** ********

• Initial Complaint

  Date:12/03/2024

  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.

  We booked a long-term parking lot at *********** through ParkOn.com. At the time of booking we pre-paid the entire reservation. Nowhere on the web site, or in the confirmation email, does it state that there will be an additional charge for certain types of vehicles. We arrived at the lot at the time of our reservation time and they said there would be an additional charge because we were in a Jeep Wrangler. I told the gentlemen that this was not stated anywhere on the web site or the confirmation (which I had printed and showed him). He said if we wanted to park there we had to pay the fee. We had already pre-paid for ten days of parking and didn't want to miss our flight. I gave him a credit card and he asked me if I had cash. I did not. He said there would be a 13% charge for using a credit card. I did not want to risk missing our international flight, so I paid the charge. In the end we paid an additional $62.15 to park, adding 40% to what we thought we we were paying when we initially booked our reservation. Upon our return from our trip we reached out to ParkOn.com. They responded that we should take it up with the parking lot. The lot maintains that the charge exists and that ParkOn.com should state this on their web site and confirmation at the time of booking. They don't. ParkOn.com is fraudulently advertising low parking rates without disclosing all of the details.

  Business Response

  Date: 12/18/2024

  Dear BBB Representative,

  
  Thank you for notifying us about the complaint submitted by ******** *******. Below is our response to address her concerns:

  
  Additional Charges: The additional fee for larger vehicles is determined by the parking facility and is not under the control of ParkOn.com. We provide reservations based on the information provided by the parking lots, but the specific policies of each lot, such as additional charges for certain vehicles, may not always be explicitly stated on our platform.

  
  Resolution: To resolve this issue, we have processed a refund of $62.15 to the customer as a goodwill gesture. The refund was issued on 12/18/2024, and it should reflect in the customer's account within 3-5 business days, depending on her bank's processing time.

  
  We regret any inconvenience this situation has caused and remain committed to providing a transparent and customer-focused **********************.
  Sincerely,
  ParkOn.com

• Initial Complaint

  Date:11/29/2023

  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.

  I made a reservation to park my car for an October 5th trip. Confirmation number: CV159365. My plans changed, so I canceled the reservation on September 28, more than a week before the trip. According to their policy I should have received a full refund. I did not receive that refund so I contacted them on October 28. They returned my email and said, it seems like your refund didnt go through. They asked for my home address, so they could send me a check for the refund. I immediately sent my home address to them, but I still have not received a check from them for my refund. I contacted them again November 27 and asked for my refund. This time I did not receive a reply.

  Business Response

  Date: 11/29/2023

  Dear BBB Team,

  I hope this message finds you well.

  I am writing to provide an update regarding reservation CV159365 for *************************** and the efforts made to address a refund issue.

  We encountered challenges processing a refund for ************************ reservation. Despite numerous attempts, we did not receive a response after reaching out via email to acquire her mailing address necessary for sending a refund check.

  Attached, please find all our communication attempts with ********************, wherein we requested her mailing address to expedite the refund process.

  If further information or clarification is required, please do not hesitate to contact us. Resolving this matter amicably and swiftly is our priority.

  Thank you for your attention to this issue.

  Best regards,

  ParkOn.com Team

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20931388
  
  I am rejecting this response because: I have sent you a photo of the email showing I responded with my home address for the check to be sent to me immediately after receiving the email where they acknowledged they had not processed the refund. It is not true that they made numerous attempts to get the mailing address and process the claim. Please forward my mailing address to them, since they seem to respond quickly to you. 
  

  please send the refund check for $121.16 to:

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

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

  *********, ** 34420
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/01/2023

  Dear BBB Team,

  I hope this message finds you well. I am writing to extend our gratitude for providing the requested address.

  We promptly processed the bank check and have dispatched it via **** mail to address the concerns raised by the client. We anticipate that the client should receive the check shortly.

  Thank you for your collaboration and support in facilitating this resolution process.

  Kind regards,

  ParkOn.com Team

  Customer Answer

  Date: 12/04/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled prepaid parking on October 19th for 11/4-11/11. Received an email stating $162.35 would be refunded in 3-5 business days. Never received the refund. Sent and email on 10/26 and 10/27 no response. Filled out their help form on their website 10/27 and 10/28 no response.

  Business Response

  Date: 11/28/2023

  Dear BBB Team,

  I hope this message finds you well.

  I'm writing to provide an update regarding the refund issued to ******************************** We made numerous attempts to contact the client for her mailing address to process the refund. When we finally received it we processed a refund and sent to the client a refund check.

  Attached, please find our communication history showcasing our attempts to connect with the client.

  If further information is needed, please let us know. We are committed to resolving this matter effectively.

  Thank you for your attention.

  Best regards,
  ParkOn.com Team

  Customer Answer

  Date: 11/28/2023

  hello

  I provided this company my mailing address 2x - see attached on10/30 and 11/3 and they did not contact me numerous times as stated in their response. Every other day I was filling out a complaint on their website and they would respond once for every 7 I filed. I have tried emailing them several times and they ignore all of my emails. This company is very unresponsive and they have not issued a refund. 
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20796429
  
  I am rejecting this response because:

  This company has not issued nor mailed a bank check as they stated. Attached are some of the emails that were sent to them with no response from them. These emails show the game they are playing and trying to avoid issuing a refund.

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

  Customer Answer

  Date: 12/01/2023

  Supposedly twice they mailed a bank check to me. It has been 2 weeks since the last time they stated a check has been mailed. As of today no refund check has been received.

   

  Thank you.

  Business Response

  Date: 12/01/2023

  Dear BBB Team,

  I trust you are doing well. I am writing to provide an update on the resolution process concerning the matter at hand.
  We have taken the necessary steps and sent the bank check via **** regular mail to address the refund concern raised by the client. Considering this method, we anticipate that the client should receive the check shortly.

  If you require any further information or have additional inquiries, please feel free to reach out. We are committed to ensuring a satisfactory resolution for all parties involved.

  Thank you for your attention and assistance in this matter.

  Kind regards,

  ParkOn.com Team

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20796429
  
  I am rejecting this response because: this is the 3rd time ****** stated they sent a bank check which has never been received. It is now over 6 weeks since I cancelled this reservation. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/05/2023

  Dear BBB Team,

  I hope this message finds you well.

  I am writing to inform you that the bank check has been dispatched.

  We have taken the necessary steps to address the concern raised by the client and have sent the bank check via mail to the provided address.

  Kind regards,

  ParkOn.com Team

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20796429
  
  I am rejecting this response because: I don't want to close this case until the check is indeed received and it clears. I really have no faith that the company mailed a check. This is the 3rd or 4th time in over a month they claim a check has been mailed and it never was. Upon receipt of said check and clearing through the bank, i will notify you.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/06/2023

  I'm sorry but it's sad that you closed this complaint as the company didn't do want they said they were going to which was mail a bank check multiple times which was never mailed by them. This company has stated too many times that they mailed a refund check and never did. I have seen reviews from many others who had the same issue and they never received a refund from parkon.com. How is this fair to the consumer when it's obvious the company has misinformed not only the BBB but myself as well to cover themselves? I will continue on with my complaint with the ****************-Fraud Investigations. Thank you.