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

  1500 Locust St Phila, PA 19102-4329

• 

  Parking Panda Corp

  1121 Marshall St Baltimore, MD 21230-4200

• 

  SpotHero, Inc.

  230 Lee Burbank Hwy Revere, MA 02151-4062

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:11/20/2024

  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.

  On June 18, 2024 I was taking a train from ********* and needed to park my car. I went online and booked a parking spot with SpotHero at *********************** for a red Chevrolet Impala, License ******, from 1pm on 6/18 to 3pm June 24 -- the charge $64.62. The afternoon of 6/17 I had not received a confirmation which I needed to display in my car. Since I thought the first reservation was not received, I went back online and reserved another parking spot: Chevrolet Impala, same license, from 1pm on 6/18 to 4pm on June 24 -- charge $65.15. I received a confirmation which I placed in vehicle on 6/18. In July my credit card statement showed two charges from SpotHero: $64.62 and $65.15. I contacted SpotHero - no reply. I then filed a dispute with credit card for return of unused/duplicate charge of $64.62. Credit card reversed charge and asked me to fill out forms which I sent in; unfortunately the forms were never received by credit card company so they reversed the reversal. I then again contacted SpotHero. They acknowledge that the $64.62 is duplicate (charged twice for same car/license/time frame) but said since credit card company denied my claim they're able to keep the $64.62. I told them the credit card only took back the reversal was because my forms were not received -- which I requested to refile. Apparently SpotHero thinks that even though they have knowledge of the extra charge which they know they are not entitled to, they can keep it. I paid a total of $129.77 for a parking spot which should have only been $65.15.

  

  Business Response

  Date: 11/26/2024

  We are very sorry you had trouble! We took a look in our system and see that our Customer Hero team has already followed up to assist you in resolving this matter, we're so glad! If you have any questions or need any further assistance, feel free to reach back out to them directly at ************* or ***********************************

• Initial Complaint

  Date:11/12/2024

  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 bought airport parking online. The information said that Spot hero would valet park my car near the airport. it had specific instructions that said it was 24/7. the instructions said to call 15 minutes before drop off and pickup so they will be waiting for you. when i dropped off my car i informed that my flight would be in after midnight and the valet confirmed that they will answer the same number 24 hours. my flight arrived before 1am. it is 3 am. i have been calling constantly, no answer. left messages with their answering service. they have my car and key. i am stranded at the airport in the middle of the night and i'm supposed to drive to work in the morning. i need my car. i need a full refund and further compensation. this is not a safe neighborhood. i'm terrified and crying my eyes out. i cant believe this happened to me. both their website and the verbal confirmation said they would answer the phone anytime. i don't know when theyre going to call me back.

  

  Business Response

  Date: 11/19/2024

  We are so sorry to hear about the issues that you experienced with our on-site operating partners. We took a look in our system based on the details provided and see that this has been escalated to a supervisor. They will review this and follow up with you directly as soon as possible.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22543805
  
  I am rejecting this response because:
  

  SpotHero customer service has not offered me an acceptable resolution yet.

  Please think about what you would expect if your daughter paid for valet airport parking and when she returned the the airport at midnight, Spothero had no one to answer the phone, had her car and car key and she was stranded alone in *************** next to the airport on a cold November night. 

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

  

  Business Response

  Date: 11/26/2024

  We are very sorry again. We do take reports like this very seriously and always reach out to our on-site operating partners to ensure that on-site issues do not continue. We will do our very best to ensure that your experience was the exception.

  As previously stated, this matter is being investigated by a supervisor, they will follow up with you directly as soon as possible. So you are aware, while SpotHero does respond to complaints submitted via the Better Business Bureau, we are unable to provide full support via this platform. If you have any questions in the meantime, you can reach out to our Customer Hero team directly at ************* or *********************************** they are available 6 a.m.-11 p.m. CT 7 days a week. 

• Initial Complaint

  Date:10/29/2024

  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.

  I reserved a parking space for $100.80 on October 16th for Oct 17, 2:00PM via SpotHero at the location of *********************************************** (********************). This guaranteed a spot ahead of time since I had a very important work event at ************************. Upon arrival the car attendants told me they had no more spots and couldn't honor my paid reservation not only making me late to my event but forcing me to have to deal with SpotHero's violation of service: they refuse to give me a full refund for services that they did not honor. Instead asking a circular question of where did I park and to send them the bill. I do not care to send them any info or bill of where I parked, but instead receive the full refund of $100.80 for services that were never provided. They roped me into a lie and then refuse to give me a refund, at this point I consider it theft.

  

  Business Response

  Date: 11/12/2024

  We're very sorry for the trouble and confusion that you experienced! You should not be turned away with a valid SpotHero reservation, and we certainly want to follow up with our on-site operating partners to ensure this does not continue. A receipt is not required to issue a refund, we request documentation when things do not go according to plan as it better enables us to follow up on issues, as well as ensure that drivers are reimbursed appropriately. We apologize if that was not clear! Regardless, we have asked a member of our Customer Hero team to review this and follow up with the email address on file for your reservation, you can expect to hear from them shortly.

  Customer Answer

  Date: 11/17/2024

   
  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:10/25/2024

  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.

  On 9/15 I reserved a parking spot at Trilogy garage for 9/17. This included a processing fee of $5.25. The company states that you will not be charged until your reservation is processed, which occurred 9/16. I paid $80.25 through *******On 9/17 I arrived at the garage; it was full, & they had sold my reserved spot to someone else. The parking attendants told us that Spot hero never forwarded the information about spots they had presold to them. They sent us to another nearby garage under the same ownership; it was also full.All the garages within walking distance of *********** were full. My friend is blind & was afraid to park farther than walking distance from the event. We were unable to attend the event. I am only looking for a refund of $80.25 prepaid for parking spot.I tried twice to request a refund through my reservation & received no response. I then tried to get a refund through ****** but missed the(unreasonable 20 day!!) deadline to file a claim. I then requested a refund through website message portal. I got a prompt response that because I have contacted financial institution, they will not consider a refund. I requested a refund again, explaining that I cant get a refund through ****** because I missed the claim deadline. I received the same response again.I prepaid $80.25 & received nothing. Im not complaining about a $4 charge. I need an $80.25 refund!

  

  Business Response

  Date: 11/05/2024

  We are so sorry for the trouble that you experienced! You should not be turned away with a valid SpotHero reservation, and we will be sure to follow up with our on-site partners to ensure this does not continue. We took a look at your reservation and do see that you have filed a dispute with your financial institution. So you are aware moving forward, any time a charge dispute is filed, the funds are locked by the financial institution while the investigation is carried out. As such we are unable to process a refund until the dispute is lifted. We apologize if that wasn't clear. If the dispute has been lifted, please feel free to reach out to ********************************** with a letter from your financial institution stating the dispute has been withdrawn, we will process a refund as soon as possible. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22472554
  
  I am rejecting this response because: it is simply not true.

  Those funds left my account & were transferred to Spot Hero 9/16, 7 weeks ago!

  No funds are currently locked, & nothing prevents you from giving me a refund.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 11/12/2024

  We are very sorry again. We took a look in our system and see that this matter has been resolved. If you have questions feel free to reach out to us directly at ********************************** or *************, as SpotHero is unable to provide assistance via this platform.

  Customer Answer

  Date: 11/13/2024

   
  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 because I received a full refund. Thank you 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/09/2024

  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.

  Charged extra fee due to hotel ignorance.On 10/6/24, I arrived on time to pick up my car, but the hotel clerk knew nothing about SpotHero. After talking with her for several minutes, she left to look for a manager. More than five minutes (I checked my watch), she returned telling me I needed to present a QR code. (Does SpotHero use a QR code that is not included on its printout?) My SpotHero receipt did not have a QR code, so I checked in my luggage. That took some time, but I could not find a QR with other SpotHero information.Clerk said I would need to exit and pay the hotel fee, even though I had previously paid SpotHero for parking.After picking up my car and my wife, I went to the exit and checked the machine for a SpotHero feature. There was none, so I paid the more expensive hotel rate (in addition to the fee I had already paid SpotHero)The next day I contacted SpotHero customer service. The agent refunded my ********************** fee, but not the extra I paid to the hotel. I'm out the extra money even though I followed SpotHero instructions to a T. I was 20 minutes late due to poor communication between SpotHero and the *********************** seems wrong for me to pay the extra funds due to poor communications between SpotHero and Hilton

  

  Business Response

  Date: 10/22/2024

  We're very sorry for the trouble and confusion that you experienced trying to redeem your SpotHero reservation! 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 in the meantime feel free to reach back out to ********************************** or *************.

• Initial Complaint

  Date:10/06/2024

  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.

  was booking parking for a concert and literally had filtered the date to 10/5 was able to purchase a ticket right at the venue and when i looked once it was confirmed it had given me the day of 10/6.. i ended up wasting $26 when it was not my fault and specifically put that date. i tried to go back and change it but it would not allow me and now its just charged

  

  Business Response

  Date: 10/15/2024

  We're very sorry for the trouble you experienced! We have asked our Customer Heroes to follow up with the email address on file for that reservation, you can expect to hear from them shortly. In the future if you need assistance you can reach out to them directly at ********************************** or *************.

• Initial Complaint

  Date:09/30/2024

  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.

  On Sunday Sept ******* I used Spot Hero to make a parking reservation. When my husband arrived shortly after the reservation window had started, the lot attendant told him that SpotHero had oversold the number of parking spots allotted to them. They refused to honor the prepaid reservation and instead directed him to an overflow lot that was CASH only. Presses for time he paid (again) $40 cash. He was not provided a receipt, which is not uncommon for parking lots. I called Spot Hero as soon as I was made aware and was told to respond to an email with a receipt if available. I have advised them that I do not have one and provided a screen shot of the charge to my bank account as they also asked. I again was asked for a copy of a receipt. I dont have one and this is a total SCAM. I want my money refunded.

  

  Business Response

  Date: 10/08/2024

  We're very sorry you had trouble! We took a look in our system and see that a member of our Customer Hero team has followed up with you directly to further assist and clarify this matter. If you have any questions feel free to reach back out to them at ************* or *********************************** they would be happy to help! 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22362207
  
  I am rejecting this response because: I have not been refunded my money.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/15/2024

  We're very sorry again. We see that in this case a refund has not been issued because a dispute was filed with your financial institution. When a dispute is filed, the financial institution locks the funds while they carry out their investigation, making the business unable to process a refund until the investigation is concluded. We apologize for any confusion this may have caused. If you have any questions don't hesitate to reach back out to our Customer Hero team at ********************************** or *************, as SpotHero is not able to provide support via the Better Business Bureau. Best wishes.

• Initial Complaint

  Date:09/24/2024

  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.

  Date of transaction: September 13, 2024 Service: paid for a parking space Where: ******************************************************************* $64 for parking spot from company SpotHero Rental ID: ******** I was charged an additional $92. Received a letter from a third party told that my parking pass "expired." Was at a concert, walked to car after concert & left. This is an outrageous fee and I should not be charged this.

  

  Business Response

  Date: 10/08/2024

  We're very sorry to hear about this. You should not receive a ticket with a valid SpotHero reservation. We have passed this along to our Customer Hero team and asked them to follow up with the email address on file for that reservation, you can expect to hear from them shortly. In the future if you need assistance with a reservation you can reach out to them at [email protected] or (844)868-0156.

• Initial Complaint

  Date:09/23/2024

  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.

  On September ******* Ive spoken to a **************** Representative Jun at Here at Spot Hero to Reserve a Parking Spot for my Vacation in ***** ******* on October ******* at 5pm he took my payment and cleared I decided to take a drive to the parking location to ask about their procedures when I come so thats wont be any issues only to find out their location has been closed for years enclosed are photos advertising they are opened then you see the location closed for business but their office didnt know the location was closed so I went to the parking location next to them which also has the same address thinking I made a mistake the manager at that location told me their customers come to his location because they thought that there parking location was affiliated with theirs only to their surprise this place has been closed for years and that Hero Spot Headquarters was not aware of the situation mind you if I dont inquire myself to go there today I would have lost my Vacation Trip because after they took my Credit Card payment they stood quiet about it now after taking my quick payment they stated I have to wait 7 to 10 days to get a full refund I dont think I should wait those days when they are operating on deception these place needs investigations regarding their work ethics

• Initial Complaint

  Date:09/19/2024

  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.

  I am submitting a formal complaint regarding my monthly parking reservation with SpotHero, Rental ID ********, for Parking Spot 8 at 4012-****************Over the past month, I have encountered numerous issues with other vehicles occupying my reserved spot. Specifically, on five separate occasions (8/24/2024, 9/7/2024, 9/12/2024, 9/16/2024, and 9/19/2024), I was unable to park in my spot because another vehicle was already parked there. Below are the details of my attempts to resolve these issues with SpotHero:8/24/2024: I called SpotHero, but no one answered, despite calling an hour before their closing time.9/7/2024 and 9/12/2024: **** times, SpotHero was closed when I attempted to park, which forced me to spend over an hour finding street parking.9/16/2024: I was supposedly issued a temporary 24-hour pass to park elsewhere. However, the pass expired only two hours after it was issued, while the unauthorized vehicle was still in my spot. This again led to over an hour of searching for street parking.9/19/2024: SpotHero finally provided a proper 24-hour parking solution.These five incidents represent every attempt I made to park in my spot during the past month. Each time, a different vehicle was parked in the spot. While I do not check the spot daily, I am concerned that unauthorized use of my space may have occurred on additional days as well.Given the frequency of these issues and the considerable inconvenience caused, I am requesting compensation for the fact that I have not been able to use my reserved spot. Ideally, I would like a full refund for the month, as I was unable to park in my spot even once.I have attached photos of the cars parked in my spot, along with timestamps, for your reference.I appreciate your attention to this matter and look forward to a resolution.

  

  Business Response

  Date: 10/01/2024

  We're very sorry for the trouble that you experienced! We took a look in our system and see that this is currently being investigated by a supervisor, they will follow up with you directly as soon as possible.If you need further assistance in the meantime, feel free to reach back out to our Customer Hero team at (844)868-0156 or [email protected].

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22311515
  
  
  
  I am rejecting this response because: the business did not give me any sort of compensation for needing to find a new parking spot on 5 different occasions over a one month period. They simply stated ", we had our account management team reach out to the operator who have confirmed they will be monitoring this location more closely and this issue should no longer be a recurring situation", which should have been the case when  the first incident occurred (which I reported instantly), not the fifth, after having to beg and constantly follow-up. I would like at least a partial refund or credit for having to waste hours of life calling and trying to find replacement parking when I pay an exorbitant amount each month already. 
  
  
  
  Sincerely,
  
  
  
  Lawrence Pettrone

  

  Business Response

  Date: 10/15/2024

  We're very sorry again. We took a look in our system and see that a member of our Customer Hero team has already followed up with a resolution to this matter. If you need further assistance you can contact them directly at (844)868-0156 or [email protected], as SpotHero is unable to provide support via the Better Business Bureau. Best wishes.

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22311515, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lawrence Pettrone