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Business Profile

Parking Facilities

SpotHero

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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SpotHero has 4 locations, listed below.

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    Customer Complaints Summary

    • 239 total complaints in the last 3 years.
    • 79 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 spothero to park in ******** this past weekend, and I paid $44.84 to park for one night,. There was no barcode provided by spothero, as it was a valet ********* showed my spothero pass to the attendant, he gave me a ticket, and I was on my way (JUST like the instructions from spot hero said it would go). I spent $20+ tipping the valet, as they were quick and helpful. But then I was told at the END that the spothero pass I presented wasn't going to work. Costing me ANOTHER $52. There were no other garages open or available, no other places it could have been. Ultimately, to park my car for ******************** over $115! This isn't the first time I've double paid. I could have saved myself a ton of headache by just NOT using spothero. I used to have faith in this app, but it seems like either the garages aren't being verified, they're not communicating with these garages, or I'm just getting royally screwed over and everyone is hoping I just keep my mouth shut.

      Business Response

      Date: 07/07/2023

      We're very sorry you weren't able to redeem your reservation! We took a look in our system and based on the details provided we do see you corresponded with our Customer Hero team, and your reservation has been canceled and fully refunded to the original method of payment, we're so glad! If you need any further assistance with this matter, don't hesitate to reach back out to the Customer Heroes directly at ********************************** or *************, they can help resolve any outstanding issues.

      Customer Answer

      Date: 07/07/2023

       
      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:06/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Spothero has been deceitfully selling parking spots at the ****************, a hotel that I am employed at as a valet. As far as my knowledge goes, parking here is not partnered with any third party vendors that ensures parking. Nevertheless, Spothero has been selling parking spots and does not pay the hotel or its contracted parking operator. Refund all parking revenue owed to the hotel or risk lawsuit.

      Business Response

      Date: 07/07/2023

      We're very sorry for any confusion! SpotHero does have relationships and contracts with all of the facilities you see listed on our platform, we apologize if that wasn't clear. If there is a discrepancy, you need any assistance or have any questions, management can reach out to their account executive, or feel free to contact *****************************************

      Customer Answer

      Date: 07/07/2023

       
      Complaint: 20254154

      I am rejecting this response because: it is not clear on your website that you hold any contracts or relationships with the parking facilities at ********************--you merely note that it is operated and regulated by Townepark. If this is in error in my understanding, please provide legitimate contracts of such relationship that would allow you to sell parking spaces. A legal complaint will be formally drafted should you not provide adequate response. I will be seeking to certify a class of other locations you sell parking spaces under false pretenses. 

      Sincerely,

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

      Business Response

      Date: 07/12/2023

      Per our legal team, SpotHero is under no obligation to provide you with any additional information and we consider this matter closed.

    • Initial Complaint

      Date:06/26/2023

      Type:Product Issues
      Status:
      Answered
      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 received multiple notifications for charges for $0.00 for this business I have never used before. I would like an explanation as to how this company would have my card information and would like this card to be removed from any future transactions.

      Business Response

      Date: 06/29/2023

      We are very sorry for any confusion! SpotHero is a parking reservation platform, in which users can pay for parking and reserve it in advance. SpotHero does not have access to credit card or payment information unless it is entered at checkout into our free app or website, or added to a SpotHero account. The only time a SpotHero customer is charged is when they pay and reserve a spot through our platform. 
      If you are unfamiliar with SpotHero and have never used us before, we would recommend contacting your financial institution about this matter. If you have any questions, feel free to reach out to us directly at ***********************************

    • Initial Complaint

      Date:06/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date: 6/12/23 I used spothero to park a car on 6/12. When I arrived the parking instructions were unclear. The spots designated on the reservation had no parking signs on them and the one with the spothero signage was not designated. I called customer service to assist and they recommended switching my reservation which they would assist with. I asked to keep all details the same for the new lot. I moved the car to the lot they said they switched the reservation to. When I went to retrieve my car the car was towed and it was determined that spothero switched the car that was originally listed on the reservation, thus causing the tow and the additional $218 charge. Spothero declined to cover the charges for the tow due to their error.

      Business Response

      Date: 06/21/2023

      We are so sorry about the trouble that you experienced with your reservation! The last thing we ever want is for one of our customers to be towed. We took a look in our system and do see that a supervisor is currently investigating this matter. They will follow up with a resolution ASAP. If you have any questions in the meantime or need any further assistance, don't hesitate to reach out to us directly at ********************************** or *************.

      Customer Answer

      Date: 06/28/2023

       
      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:06/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Parking passes were purchased today and were not valid at the ****************.

      Business Response

      Date: 06/14/2023

      We are very sorry to hear about this! You should not be turned away with a valid SpotHero reservation. We have asked a member of our Customer Hero team to follow up with you directly via email, you can expect to hear from them shortly. In the future if you ever need assistance with a reservation, don't hesitate to reach out to our Customer Heroes directly in the moment at *************, or *********************************** they would be happy to help!

    • Initial Complaint

      Date:06/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Reserved a parking spot through spot hero on May 23rd for **** 9th-june 11th 2023 near Wrigley Fielld in *******,**. My PayPal account was billed for the spot. Received an email May 26th saying my spot was cancelled. That same day checked spot hero and the spot I reserved was listed for double the price. Received a $20 credit from spot hero and reserved another spot on May 30th my pay pal account was once again billed. Received an email on **** 6th saying this spot was now cancelled. I have a concert for Friday and Saturday night to attend and now I have nowhere to park and remaining spots are double the price. This seems to be fraud to me please investigate

      Business Response

      Date: 06/14/2023

      We are very sorry for any trouble or inconvenience that this caused. We were able to locate your reservation based on the details provided, and we do see the reservation was cancelled after the spot owner contacted us to inform us that your reserved spot would not be available during your requested times. We are very sorry if that was not clear. We do see that your original reservation has been fully refunded back to your paypal account, and that you spoke with a member of our Customer Hero team, who was able to help you reserve a nearby spot and honor the original rate that you paid, we're so glad! If you have any questions or need any further assistance, don't hesitate to reach out to us directly at ***********************************

    • Initial Complaint

      Date:06/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 spot within the spothero parking lot and when I arrived between my time slot, all the parking spots were full and spothero clearing oversold the lot. The surrounding lots were charging 1/3 of the price and I pulled right in thankfully. I will never use spothero again. It is not rocket science to count the number of lots in the parking lot you own and the parking lot you put stripes on and sell that exact amount of parking spots. Youre clearly just trying to make an extra $64 and hope that one car doesnt show up. Ridiculous.

      Business Response

      Date: 06/14/2023

      We are very sorry to hear about this! We took a look in our system and do see that you spoke with a member of our Customer Hero team about this matter, and due to an error in our system the refund was not initially processed. We do apologize for the mistake. Your refund to the original method of payment has been processed, and you can expect to receive it within 7 business days, you will receive a separate email confirming this.

      While we do not directly manage facility inventory, it is important that we know when issues such as this one arise, as it allows us to follow up with the facility operators and ensure that problems do not continue. If you have any questions or need any further assistance, don't hesitate to reach out to us directly at **********************************.

    • Initial Complaint

      Date:06/02/2023

      Type:Product Issues
      Status:
      Answered
      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 over $100 for a parking spot near *********** and was denied entry when I arrived. The attendant said they were full and walked away after I told him I had a reservation. He then blocked off the entrance and left. I have reached out to this company multiple time to try and give me my money back and they are just ignoring me. I have never complained about something before but this is just ridiculous. I have resulted to making a claim through my bank and I hope it goes somewhere because I cannot afford this.

      Business Response

      Date: 06/14/2023

      We are so sorry for the trouble that you experienced with your SpotHero reservation! We took a look and we do see that your reservation has been fully refunded back to the original method of payment, we're so glad! If you need any further assistance, don't hesitate to reach out to us directly at ***********************************

    • Initial Complaint

      Date:06/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 pre-booked and PAID $47.48 for a parking space in Manhattan through Spot Hero near our son's graduation. When we arrived, the garage said it was full and spot hero must have over booked. They were nasty about it as if it happened often and it was not there problem. We had to search and find another garage several blocks away causing ** to be late for our son's graduation. Incredibly, Spot Hero still charged ** the $47.48!!!!!!! No apology, nothing - just took our $.

      Business Response

      Date: 06/14/2023

      We are so incredibly sorry that you were not able to park in your reserved spot! We took a look in our system and we do see that your reservation has been fully refunded to the original method of payment, we're so glad! If you have any questions or need any further assistance, don't hesitate to reach out to us directly at ***********************************

    • Initial Complaint

      Date:05/26/2023

      Type:Product Issues
      Status:
      Resolved
      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 a spothero spot for 5/21. The roads were closed and did not allow me to park in my reservation. I cancelled my reservation and parked nearby at a location that cost 3x my original charge. I am seeking that spothero refund my credit card, NOT give me company credit. My spot was not available. I have been twice emailed and told that they would credit me for my next parking. I would like my credit card refunded. My case#********.

      Business Response

      Date: 05/31/2023

      We're very sorry you weren't able to park in your reserved spot! We took a look in our system and see that you already resolved this matter with the Customer Hero team, we're so glad! If you have any questions or need further assistance, feel free to reach out to us directly at ***********************************

      Customer Answer

      Date: 06/02/2023

       
      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,

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

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