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:04/13/2025

  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.

  On Tuesday, 3/4/2025, I used www.spothero,com and paid $25 to purchase all day parking at a parking lot in downtown ************. My reservation confirmation shows I paid $25 to park at ************************************************************ on Thursday 3/6/20025 between 10:00 a.m. and 11:00 p.m. The confirmation shows my license plate number and reads You may park anywhere that doesnt say Reserved. The instructions further read Simply leave when youre ready to go. The lot is owned by *******************************) and managed by *************************). The lot is monitored by ********************************* (****)****** Near the end of March, I received a letter from **** stating I had not paid to park and that I owed them $92.Their letter said I could dispute the bill by providing a copy of the payment receipt of payment. I submitted a copy of the reservation confirmation from ****************************** using the online link that the **** letter provided. On Monday, 3/31/2025, I received an email from **** that states Based on the provided information, you did pay to use the facility, however, you didnt pay for the full amount of time you were on the facility. SpotHero listed and charged a price of $25. The street sign at the facility advertised a price of $25.The letter from **** further reads We do appreciate your efforts to resolve this notice; therefore, we are offering a revised amount of $72.00 if paid within 10 days of this letter. I paid the $72 using my credit card, hoping to seek reimbursement later. I paid the advertised price of $25, the price both negotiated and charged by ****************************** and the price advertised on the sign at the entrance parking lot the day I parked. Someone **** me $72, either the owners (**************************), its managers (Indianapolis Parking) or their agents ****************************** or ********************************** I seek and insist on prompt repayment of my $72 by one of the responsible parties.

  

  Business Response

  Date: 04/21/2025

  We're very sorry to hear about the trouble that you experienced with your SpotHero reservation. We have passed these details along to our Customer Hero team and asked them to review this matter and follow up with the email address on file for the reservation. In the future if you ever need any kind of assistance with a reservation, please contact them directly at ************* or *********************************** while SpotHero does respond to complaints submitted via the Better Business Bureau, we are not able to provide full support on this platform.

• Initial Complaint

  Date:04/08/2025

  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.

  Business has a payment system that confuses customers into creating multiple accounts. Then they charge multiple accounts per month and refuse to refund the money paid for additional parking spot the customer never wanted. Its a scam.

  

  Business Response

  Date: 04/21/2025

  We're very sorry for any trouble you experienced booking a spot with SpotHero! We took a look in our system and based on the details provided it does appear you were able to get this matter resolved. If you need further assistance, please reach out to our Customer Hero team directly at *************, they would be happy to help resolve any outstanding issues.

• Initial Complaint

  Date:04/06/2025

  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 booked a spot at a parking garage that was supposed to to be .1 miles from my hotel. Then they said it would be $24 for the parking. I booked it and then it said my total was $54 and my parking was over 3 miles from where I was supposed to be parked. To me this looks like a bait and switch and all should be aware of the tactics they use.

  

  Business Response

  Date: 04/15/2025

  We're very sorry you had trouble with your SpotHero reservation! We take any reports of issues very seriously and always investigate to ensure that they do not continue. We took a look in our system and do see that your reservation has been canceled and fully refunded back to the original method of payment. If you have any additional feedback or questions, don't hesitate to reach out to ***********************************

  Customer Answer

  Date: 04/16/2025

   
  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:04/06/2025

  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.

  Booked reservation for 04/04/25 at 9pm - 04/05/25 at 4am Location: ******************************* Rental ID # ******** Vehicle was towed stating no plate # was entered Reservation shows plate # was entered Representative from SpotHero also confirmed on the phone, that the plate # was entered when called to report this issue Paid $20.09 for SpotHero reservation Had to pay $240 to get vehicle released from tow yard Had to pay $9.91 for an **** to get to the tow yard Had to stand out in freezing temperatures in the pouring rain for 40 minutes Friends necessary life-saving medical supplies were in vehicle that I was not allowed access to until I paid the tow yard SpotHero claims they will not reimburse as a plate # didnt match or was not entered SpotHero fails to provide proof of this SpotHero claims because they didnt receive compensation for this tow & because they didnt contact the towing company, they will not reimburse SpotHero does communicate with the lot owners, but not the tow companies meaning SpotHero incorrectly gave information to the lot owner & that is the reason the vehicle was towed.SpotHero fails to recognize the ********************* of the medication my friend was left without due to SpotHeros negligence SpotHero offers credit to account for the inconvenience this caused. Like I would EVER want to use their service again after this.SpotHero claims they cant refund because they received no payment from the tow. SpotHero should compensate for the mistake they made.

  

  Business Response

  Date: 04/15/2025

  We are very sorry for the trouble that you experienced with your SpotHero reservation. The last thing we want is for any of our drivers to be towed. We took a look in our system and see that a supervisor has followed up with additional information as well as a proposed resolution. If you have questions or would like to provide additional details, please reply to their email at your convenience.

• Initial Complaint

  Date:03/29/2025

  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.

  On March 20th, 2025 at 9:30am I paid $12.75 on the Spothero app for parking until 6pm in the ***** parking garage, **********************************. When I returned to my car I found a ticket written at 12:30pm by ************************ for $75 for failure to prepay. I contacted Spothero to ask them to get Diamond Parking to void the ticket, since I had prepaid. Spothero took a week to respond and when they finally did, told me that the ticket was valid and they couldn't help because the ticket was for a license plate number not registered in their app. The ticket had been handwritten, and all of the numbers and letters matched mine except for the * which kind of looks like a 2. Again, it's handwritten, so difficult to be sure. Spothero then insisted that I correct my license number in their app. The thing is, my license number is correct in their app, and I sent them a photo of my plate to prove it. Which they would have known, had they just asked me for evidence, rather than denying my claim without giving me the chance to prove it. Regarding the validity of the ticket, there are only two options: In the first case, Diamond Parking wrote a ticket for my car, which was correctly registered and paid for, and so issued an invalid ********* the second case, they wrote an invalid ticket because they wrote my license plate number incorrectly.Those are the only two options.I sent all that information to Spothero, who again took days to respond. Despite photo evidence of everything, Spothero continues to insist that I am at fault and refuses to contact Diamond Parking to get them to void the ticket, or to refund me if I pay the ticket. I am now nearing the deadline where Diamond Parking will raise the ticket cost to $115 and send it to collections. The worst part is that without consulting me, Spothero also refunded the original payment I made for the parking pass, so Diamond Parking is now claiming the charge was cancelled and therefore I never paid at all.

  

  Business Response

  Date: 04/08/2025

  We are very sorry for the trouble and inconvenience you experienced! We took a look in our system and see that this matter is currently being reviewed by a supervisor. They will follow up with you directly as soon as possible. If you have any questions, feel free to reach out to ************* or ***********************************

• Initial Complaint

  Date:03/28/2025

  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.

  SpotHero continues to list our business's private parking lot as an available parking space. Many attempts to remove the listing have been ignored, as has our cease and desist letter. Our business address is *************** The app's listing for our lot is "*****************************"This listing must be permanently removed.

  

  Business Response

  Date: 04/08/2025

  We're sorry for any trouble or confusion. SpotHero is a third-party marketplace and does not list anything on our app or website without authorization from the spot owners. Regardless, we do see that the spot address provided is not currently active on SpotHero. Best wishes.

  Customer Answer

  Date: 04/09/2025

   
  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:03/23/2025

  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 booked a parking spot through SpotHero on March 12. We entered the garage without issue and parked our car. Per the booking, we advised we would exit the parking garage before 9 am the following day. The garage is warranted as a 24 hour facility. The following morning we arrived at 7 am and had significant issues entering the parking garage. It was not accessible as a pedestrian. Ultimately, after waiting two hours in the freezing cold, we had a police officer drive his vehicle down the hill to the parking garage to open the gate. So access to the garage required a vehicle - which we obviously didn't have because we were parked in the garage. Our **** driver was not comfortable driving down the hill to trigger the garage. We called SpotHero customer service multiple times - they could not locate the customer service number for the garage operator. When they finally provided it after 1.5 hours of waiting, the garage operator never answered the phone. We waited two hours overall. We missed our son's soccer game. We had to **** him to ****************************** for his game for lack of vehicle. I had to **** to the garage from the hotel to help my husband attempt entry. Once we were able to get to our car, we had to pay $16.00 to exit the garage as we exited past the schedule 9 am time.I called SpotHero and requested (1) a refund of the price we paid for the parking spot ($12.00); (2) a reimbursement of the $16.00 we paid; (3) a reimbursement of our two **** trips, totaling $20.82 for the rides.Ultimately, SpotHero issued us a $16.00 credit for future use - this is an insufficient remedy as I do not intend on utilizing their services again.

  

  Business Response

  Date: 04/01/2025

  We're very sorry you had trouble. We took a look in our system and see that one of our Customer Heroes has followed up with you since you reached out about this matter. If you need further assistance don't hesitate to reach back out to them at ************* or ***********************************

• Initial Complaint

  Date:03/23/2025

  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 purchased a spothero for parking for the date of 2/13, at **************** from 9-11PM.We scanned into the lot around 9:05PM, and got into the lot with no issues. Upon trying to leave the lot around 10:30PM, the gate would not open and would not process the spothero code. We called the attendant, and they told us we have to pay to get out of the lot. We then had to pay $126.88 to get out of the lot, despite purchasing a spothero. I contacted spothero about this on 2/15 and promptly received a response with follow up questions, and insuring I would be properly compensated (attached screenshot). I responded to spothero on 2/19, they responded to me asking for further details on 2/21. I responded to their further questions on 2/26. Since my email on 2/26, I had not received a response. I emailed spothero on 3/6 and 3/13, asking for any type of update. I received an email from spothero on 3/13, stating the issue has been escalated to a manager and that they would be in touch shortly. Since that email I have not heard anything from spothero. I emailed again on 3/21 asking for any type of information, and have not received an answer. This is so frustrating and unprofessional. Spothero owes me money and is now avoiding the situation at hand.

  

  Business Response

  Date: 04/02/2025

  We are very sorry for the trouble and for the delay in resolving this matter for you. We do see in our system that a supervisor is in the process of reviewing this. They will follow up with you directly with a resolution as soon as possible.

• Initial Complaint

  Date:03/19/2025

  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 am absolutely furious with Spot Hero following an appalling incident that occurred on Monday, March 10th. I reserved a parking spot through the Spot Hero app, securing a spot from 9:00 am to 9:00 pm. I arrived shortly after 9:00 am, parked my car, and left to go to work. When I returned at 3:00 pm, my car was gone. After some investigation, I discovered the lot owner had towed my car, stating that he only rents to Spot Hero for overnight parking (6:00 pm - 9:00 am). This was a clear issue with Spot Heros booking system, yet the lot owner refused to take any responsibility.I immediately contacted Spot Hero customer service, provided my reservation details, and requested reimbursement for the $240 tow fee I had to pay to retrieve my car. I was told that there was no guarantee of reimbursement, which is utterly unacceptable. To date, nine days later, I have received no follow-up, despite their stated 2-3 day response time.This experience has been beyond frustrating. Not only did I lose access to my car during a critical time, but I also had to pay a substantial fee for a service I trusted to ensure my car was parked safely. Spot Heros complete lack of communication and failure to resolve this issue is ************** a paying customer, I expect reliability, safety, and support when using your service. Instead, I have received nothing but inconvenience, frustration, and a massive financial burden. I am deeply disappointed, and given this experience, I no longer have any faith in Spot Hero.I demand immediate reimbursement and a clear explanation of how Spot Hero intends to address this unacceptable situation.

  

  Business Response

  Date: 04/01/2025

  We are very sorry to hear about the trouble that you experienced with your SpotHero reservation. The last thing we ever want is for one of our drivers to be towed. We took a look in our system 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 comments, don't hesitate to reach back out to our Customer Hero team at ************* or ************************************************************. 

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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.

  Booked a parking spot through SpotHero on a per-month basis. We are now 2 weeks into March, and I have not been able to use my spot a total of 3 days due to someone else being parked in it. When I contact support, they simply give me the runaround, claiming they will investigate and follow up (follow-up never comes; I have had to proactively reach out to customer support on each occasion). I asked for a refund for the days I was unable to use their service, and my entire reservation was cancelled instead. It would be very nice if this business had a way to ensure no one takes your spot or, at the very least, have a tow service available to call when issues like this arise. I am going to reach out to request a refund for another day I was unable to use my parking spot, but I'm less than impressed with how they handle customer care.

  

  Business Response

  Date: 03/25/2025

  We are so sorry for the trouble that you experienced redeeming your monthly spot! We took a look in our system and see that a supervisor has followed up with you directly with a resolution to this matter. We're so glad! If you need further assistance, don't hesitate to reach back out to ************* or ***********************************

  Customer Answer

  Date: 03/25/2025

   
  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. I will note that I was the one who had to reach out to a supervisor for a resolution, and not the other way around. 
  
  Sincerely,
  
  V Noble