Complaints

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

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  SpotHero

  125 S Clark St Chicago, IL 60603-5200

  
• 

  SpotHero, Inc.

  230 Lee Burbank Hwy Revere, MA 02151-4062

• 

  SpotHero

  1500 Locust St Phila, PA 19102-4329

• 

  Parking Panda Corp

  1121 Marshall St Baltimore, MD 21230-4200

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:07/11/2025

  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.

  ************ via SpotHero, Received Incorrect Notice, Now in Collections No Resolution After Weeks. I paid for parking using SpotHero on May 16, 2025 at ***************** with the correct license plate number, time, and location. Despite this, I received a parking notice from the lot operator (Impark), which was then passed to their affiliated collections arm (TACIT Collections).I contacted SpotHero immediately after I received the notice. Their team acknowledged the issue was due to a system error on their end and said they would work to cancel the notice, which should take up to 3 weeks. Now that was seven weeks ago.Since then, I have followed up multiple times. SpotHero's responses have been generic template messages without any actual progress or resolution. I have now received a collection letter, and although private parking notices do not typically impact credit in ******, I am being subjected to unnecessary stress, time, and potential legal exposure due to their mishandling.I am requesting SpotHero to resolve this by either:1. Getting the notice canceled with the issuing agency; or 2. Paying the $98 notice on my behalf if cancellation is no longer *********** supporting materials I am attaching:SpotHero confirmation of payment;Bank transaction record;The parking notice;The collection letter;My correspondence with SpotHero support.I have provided all proof of payment and contacted them in good faith. I now seek BBBs help to prompt a resolution.

  

  Business Response

  Date: 07/22/2025

  We are so sorry for the trouble that you experienced with your SpotHero reservation! We took a look in our system and see that a supervisor has followed up with you directly to confirm the ticket has been voided. If you need further assistance, don't hesitate to reach back out to our Customer Hero team at ************* or ***********************************

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I can confirm that the issue has now been resolved and the parking notice was voided. While the resolution took longer than expected and required escalation, I appreciate that it was ultimately addressed. I consider this matter closed. 
  
  Sincerely,
  KN

• Initial Complaint

  Date:07/08/2025

  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 booked and paid for an oversized vehicle parking spot through SpotHero for our Dodge Ram truck so we could attend a major concert. When we arrived, the garage refused to accept the vehicle, telling us it wasnt their problem because SpotHero does not communicate with them directly. They had no record of our reservation and no way to accommodate us.This failure ruined our plans. We missed the concert entirely, resulting in the loss of:$650 in non-refundable concert tickets $150 spent on special outfits for the event $40 in tolls and gas I called SpotHero immediately that same night. A representative told me there were no alternative garages nearby that could take oversized vehicles but said if we found one, they would cover the cost. We spent over an hour driving around the city and still couldnt find a workable solution, and ultimately had to give up.I also emailed them the same day. After a few days, they offered me a $100 credit to use on their platformwhich is useless to us because we drive an oversized vehicle and cannot trust SpotHeros listings after this experience.I replied to decline the credit and explain why it wasnt an acceptable resolution. I received no follow-up until I said I would be filing a formal complaint. At that point, they said the issue was being escalatedbut five days passed with no further response. I am tired of chasing SpotHero for accountability and am now filing this complaint with the BBB.This was not just a bad experienceit was a complete failure in service delivery, communication, and customer care. ********************** misrepresented what they could provide and sold me a space they had not confirmed with the garage. How can any customer trust listings on their site if they dont even communicate with the garages they represent?I am requesting a full reimbursement of $840, including the ticket costs, travel, and other expenses lost as a result of SpotHeros negligence.

  

  Business Response

  Date: 07/22/2025

  We are so sorry that you were not able to park in your reserved spot and that you were not able to attend your event. We took a look in our system and do see that a supervisor has since followed up with you directly with a resolution to this matter. If you need further assistance, please reach out to our Customer Heroes at ************* or ***********************************

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising 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 paid $10.75 for a parking spot on their app. however the lot could not accept the credentials, and i had to pay $9.00 on my apple card. I have a dispute through ***** and have filed a complaint with the company with no refund issued as of yet even though I have submitted receipts.

  

  Business Response

  Date: 07/22/2025

  We are very sorry you were not able to park in your reserved spot. We were able to locate your reservation in our system and see that you have disputed the charge with your financial institution. In this case if you need further assistance with this matter you will have to contact your financial institution; when a payment is disputed the financial institution locks the funds while an investigation is carried out. As such SpotHero is not able to process a refund. If you ever find yourself unable to park, or if you have any other questions please contact our Customer Heroes directly at *************; while SpotHero does respond to complaints submitted to the Better Business Bureau, we are not able to provide full support via this platform.

• Initial Complaint

  Date:06/19/2025

  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 used the SpotHero app to reserve a parking garage with an arrival time of 10:30am. When i arrived 15 minutes, the app required me to adjust my arrival time. When i adjusted the arrival time, my reservation cost changed from $29 to $60 for ONE night. I had cars behind me and i was unable to back out of the garage. I had to proceed with the new charge.

  

  Business Response

  Date: 07/01/2025

  We're sorry for any inconvenience you experienced booking and adjusting your SpotHero reservation. We were able to locate your reservation in our system and see that our Customer Heroes have followed up to assist you further. It appears that the payment for your reservation has been disputed with your financial institution, so if you need further assistance with this matter please contact your financial institution directly. If you have any questions about SpotHero, feel free to reach back out to our Customer Hero team at ************* or ***********************************

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23494391
  
  I am rejecting this response because:  i had to open a dispute with my credit card company because SpotHero only provided me with a $5 credit on my next reservation.  This was a bait and switch tactic - i had to adjust my reservation by 15 minutes and the app doubled my fee.  I had no choice but to proceed because there were cars behind me entering the parking garage.  I would have paid less money using valet at the Hotel.  SpotHero can verify that the ** code to enter/exit the garage was less than 24 hours.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/08/2025

  Were sorry again for any trouble or confusion you experienced updating your SpotHero reservation. So you are aware moving forward, SpotHero reservations be shortened, up to the current time, and if any price difference applies, it will be refunded automatically to your payment method. We apologize if that wasnt clear. If you ever need assistance updating a reservation you can give our Customer Heroes a call in the moment and they can take a look.

  Once a payment is in dispute status we cannot make any adjustments until the dispute has been settled, as the financial institution locks the funds while an investigation is carried out. As such, we do not have the capability of processing any sort of refund at this time and you will have to contact your financial institution directly for refund or payment adjustment assistance. If you do have any other questions please contact us directly at ************* or ************************************************************; while SpotHero does respond to complaints submitted to the Better Business Bureau, we are not able to provide full support via this platform.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23494391
  
  I am rejecting this response because: SpotHero has still not settled the dispute with my credit card company.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/22/2025

  Were sorry again. As previously stated once a credit card payment is in dispute status we cannot make any adjustments until the dispute has been settled, as the financial institution locks the funds while an investigation is carried out. As such, we do not have the capability of processing any sort of refund at this time and you will have to contact your financial institution directly for refund or payment adjustment assistance. If you have questions please contact SpotHero directly at ************* or *********************************** we are not able to provide further assistance with this matter via this platform.

• Initial Complaint

  Date:06/17/2025

  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 purchased the parking ticket theough spot hero and their navigation lead me to a totally different parking lot which accepted their qr code to enter hut then asked me to pay for parking full price upon leaving. The parking lot attendant was aware that thats what theyve been doing to many more people. I reached out to spot hero and they only gave me half money worths credit BECAUSE it was the other parking lot while they clearly directed me to the wrong one.

  

  Business Response

  Date: 07/01/2025

  We are so sorry to hear about the trouble that you experienced with your SpotHero reservation! We were able to locate your reservation in our system and see that our Customer Heroes have followed up with a resolution to this matter. If you need further assistance, you can contact them directly at ************* or ***********************************

• Initial Complaint

  Date:06/12/2025

  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.

  My daughter's car was towed while being parked inside of a valid SpotHero reservation window. SpotHero was immediately notified and I followed their reimbursement process as instructed. After months of correspondences, bouncing around from one person to another, I was finally told that I wouldn't be reimbursed. They claim that my daughter was parked prior to her reservation, which is a very blatant falsehood. With video and verbal evidence to support my claim, they still refuse the reimburse. I'm very disheartened by the whole ordeal and highly suggest folks seek parking accommodations from other vendors.

  

  Business Response

  Date: 06/24/2025

  We are so sorry for the trouble that your daughter experienced and any delay in resolving this matter. We were able to locate the reservation details in our system, and see that a supervisor has followed up with additional details. If you have any questions or additional comments, or if you need further assistance with this matter, feel free to reach back out to our Customer Hero team at *************.

• Initial Complaint

  Date:06/09/2025

  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 reserved a parking spot through SpotHero in *******. Despite having both of my vehicles saved in the app's database, the system did not clearly prompt me to select the correct license plate at the time of reservation. As a result, my car was towed, costing me over [insert amount] in fees.The license plate mismatch was due to a lack of clear UI prompts and poor integration of user data. I had trusted that **********************, a company whose primary service is coordinating parking logistics, would use the license plate data I had already uploaded to prevent exactly this type of situation. Instead, they shifted blame onto me for not manually confirming a setting buried in the parking pass instructions, rather than taking responsibility for poor interface design.SpotHero refused to reimburse the towing fee, only refunding the cost of the reservation and providing app credit I no longer wish to use. Their unwillingness to take responsibility for a failure of platform designcombined with dismissive customer supportdemonstrates a troubling lack of ***************** filing this complaint to document this incident and to warn other users that SpotHero may not stand behind their product when something goes wrong. I am seeking full reimbursement for the towing charge of $250, as it was incurred due to SpotHeros design flaw and lack of adequate prompt or safeguard in the reservation process.

  

  Business Response

  Date: 06/24/2025

  We are very sorry for the trouble that you experienced with your SpotHero reservation. The last thing we ever want is for one of our Customers to be towed. We were able to locate your reservation in our system based on details provided here, and do see that a supervisor has followed up with you directly with a resolution to this matter. If you need further assistance or have any questions or additional feedback, don't hesitate to reach out to ********************************** or *************.

• Initial Complaint

  Date:06/08/2025

  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.

  I made a parking reservation with SpotHero to park at **************** in ******* on 5/25/25 from 5 to 11 PM on 5/25/25. The reservation cost $20 and was paid in advance (email confirmation is attached). I provided my license plate and was instructed to drive in - the garage has no gate and has license plate recognition. My reservation was from 5 PM to 11 PM. I drove in at 6:32 PM and immediately after driving in I received a welcome text message to the garage. I drove out at 11:57 PM and received another text message indicating that I drove out. I spent at least 15 minutes waiting in the parking lot to leave the garage because of backed up traffic. My two issues are: 1- The garage charged me $52.50 for 57 minutes of parking (for which at least 15 were waiting to get out). This is abusive. My reservation cost $20 for 6 hours, at prime time. How can they charge me $52.50 for 57 minutes?2- How did they have my credit card number? I only provided it to SpotHero. The entrance and exit at this garage are based on reading of the license plate. I didn't share a credit card with them, which meant that SpotHero did. This makes me extremely worried about future transactions because SpotHero is not keeping my credit card information secure. I understand being charged for the extra time, but not the amount charged! My issues are with the exorbitant amount and the lack of privacy with my data. I only entered into a business transaction with SpotHero and they shared my information, without my consent, with another company. I have tried multiple times to solve this with SpotHero and their answer is that I parked in the wrong garage, which is clearly not the case. The receipt I got on the text message from the garage (attached) lists the name and address for the garage, which are exactly the same as in the SpotHero reservation.

  

  Business Response

  Date: 06/17/2025

  We are very sorry for any trouble or confusion you experienced redeeming your reservation! We took a look in our system and see that a member of our Customer Hero team has followed up with you directly to help clarify and resolve this matter. If you need further assistance with this matter or have any questions, feel free to reach back out to them directly at *************.

  Customer Answer

  Date: 06/18/2025

   
  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:06/08/2025

  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 been a client of spot hero for multiple years, spending over $7000. Recently, their app has errored and their delayed customer service (admitted to in email) has caused me to recieve 3 tickets. I have requested spot hero review 1) their app 2) error messages on their app when trying to update my license 3) my valid payment for years 4) their customer service responding to my email 1 week later, resulting in additional tickets. Their response, was that these are valid tickets. Obviously yes they are, but do to their negligence on customer service and responding to my direct requests I have received 2 additional tickets after the 1st was received (and immediately requested support!). How does this make sense. They are now sending me to collections over $130 CAD worth of parking tickets despite being an active app user and spending thousands. I have evidence they did not respond to MY customer service inquiring and continued to ticket me. Then applogolied for not getting back to me and kept ticketing me? Backwards business.

  

  Business Response

  Date: 06/17/2025

  We are very sorry that you received tickets with your SpotHero reservations! We were able to locate your account in our system based on the details you provided, and see that a supervisor has reached out to you to assist you further with this matter. If you have any questions you can contact our Customer Hero team directly at *************; while SpotHero does respond to complaints submitted to the Better Business Bureau, we are not able to provide full support on this platform.

• Initial Complaint

  Date:06/07/2025

  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.

  So I bought a spot with Spothero at *********************************. my rental id is *********. The seller is attempting to rent out 2 spots at the end of an alley. It is not safe to fit two cars in here. If two cars were here, one car would block the exit of the other. I called Spothero customer service and they could not transfer me to a different spot. All they could do is make a note of it. Frankly I think these spaces are a car accident waiting to happen.

  

  Business Response

  Date: 06/17/2025

  Thank you for your feedback. We do apologize for any inconvenience this may have caused, but are glad that it appears you were able to park successfully. SpotHero does have relationships with all of the spot owners and operators, and will be sure to follow up with our on-site partners to ensure that everyone is able to park successfully. If you have any questions, additional comments, or need further assistance, feel free to reach back out to our Customer Hero team directly at ************* or ***********************************

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23437883
  
  I am rejecting this response because: Although I could park successfully this was only because there was no other car. Had there been another car, it would have led to an accident or my car being boxed in.  
  

  
  

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