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Business Profile

Parking Attendant

Passport Labs, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Attendant.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint 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:03/24/2025

    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.
    This parking facility ticketed me over 200 dollars after paying 50 dollars for parking because they claimed I parked in the wrong area, even though the other area was 500 dollars. After I appealed, they insisted that my ticket was due even though the app was unclear in the location. The customer service team was very unprofessional and even though I tried to settle the claim, they denied my appeal.

    Business Response

    Date: 04/15/2025

    Good Morning,

     

    Passport is a technology company that collaborates with cities and parking facilities on their enforcement needs. We do not issue violations; therefore, this matter needs to be addressed with the city or parking facility that issued the violation to this offender.

     

    Sincerely,

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

    Customer Answer

    Date: 04/17/2025

     
    I am rejecting this response because:

    You own or control the ticketing issuing entity, so you cannot disclaim responsibility over their fraudulent conduct. 


  • Initial Complaint

    Date:10/25/2024

    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.
    On Friday, October 25, at 10:50, I used the app to pay for parking from 10:50 to 12:07. At 11:28, I realized I might need to add more time. I opened the app and a pop-up said my payment did not go through. I checked my email and did not get a receipt. I completed the form on the app again, for a new time from 11:28 to 12:30. The payment seemed to go through. But at 12:11 I got a receipt for the first parking payment, at at 12:35, I got a receipt for the second payment. I requested a refund for the duplicated time, and they said I have to request a refund within 30 minutes, so I was denied. This is not the first time that a popup has stated my payment was declined when it was not. This feels like a scam.

    Business Response

    Date: 11/15/2024

    Hello,

     

    This customer started two parking sessions on 10/25/24. The first session was from 10:50 AM to 12:07 PM for $2.85 (*********.) The second session was from 11:28 AM to 12:30 PM for $2.35 (*********.) I can issue a refund for the second session since the time overlaps, but they would still be required to pay for their initial parking session. 

     

    I have gone ahead and issued the refund for transaction *********.

     

    Sincerely,

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

  • Initial Complaint

    Date:04/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 April 2, 2024, I used the Passport Parking app at the ************* in ********, ******** to pay for parking. On the surface, everything seemed okay. I processed my request and got on the train. When I returned in the evening, I found a parking citation for $30. I was surprised. I thought the app worked and was reliable. I sent Passport Parking a letter explaining the situation and requested a refund for the citation since their app failed. They wrote back and said they were sorry for the app not working properly and that I should follow up with the **************** So I called them and they told me my only option was to attend a court hearing. I chose not to because I would miss work (and wages) and the parking citation fees escalate the further you wait to pay. I believe PassportParking should reimburse me for the parking citation since their app failed and they offered me no other remedy than an apology. There are signs posted all over the Lockport Metra station encouraging people to use the app to pay with their phone. I believe this is misleading since there is no remedy should the app fail. The user is simply penalized with a parking citation and the app business just shrugs.

  • Initial Complaint

    Date:07/20/2023

    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.
    Today I parked in an area and was provided a citation even though I followed all procedures and posted signage. I parked and was unable to pay the meter as the meter was broken. I was unable to pay at the website as the website for payment was not functional. The website for appeals printed on the citation no longer works. The companys website do not have contact forms. As such, Im unable to file the appeal nor contact the company for support. I would like the company to remove the citation given their equipment is broken and non-operational which is their responsibility for operating within ******.

    Business Response

    Date: 08/04/2023

    Thank you for reaching out. I'm sorry to hear that this happened. I'll be happy to assist.

    Please get in touch with your local parking operator at ************** or *********************************************** and they will be happy to assist you.

    You may also visit ******************* for more information related to citations.

    If you have any other questions or issues, please let us know. I appreciate your patience and I hope you have a nice day, T'Keyah.

    ****

  • Initial Complaint

    Date:06/27/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Passport Labs, Inc. is negligent. I was charged twice for parking using this companies app.

  • Initial Complaint

    Date:12/05/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    The application does not work and consumers are being forced to pay due to their negligence. If you read their reviews on the app store, there are hundreds of people within the last month whose cards wont go through. Their customer service team will try pinning it on the individuals bank, but it has nothing to do with the bank, just the tech itself. They should not have rolled this out across the country if they do not have the capabilities to process payments correctly. All I asked is that they can send me documents showing I tried processing payment 10 times, and they told me to contact my bank. My cards worked perfectly fine everywhere else that day. I want a $25 refund for my parking ticket.

Passport Labs, Inc. is NOT a BBB Accredited Business.

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