Complaints

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:07/09/2025

  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.

  6/26 I parked and paid at a LAZ PARKING on ************************. **. They only allow you to pay for 2 hours and nothing more. I received a ticket in the mail for going over 16 minutes and the ticket was $102. They offered a $20 deduction ( seems to be their MO) and the woman repeatedly said there are signs posted all over that say 2 hour minimum. There are no such signs as we took photos on 7/8. There is also a 15 min grace ****** noted on the sign. Being charged $102 for 3 extra minutes!!!! I want the ticket dismissed. This is unethical.

  Business Response

  Date: 07/28/2025

  Good Afternoon,

  The following complaint was forwarded to me from our ************* and unfortunatley didn't receive this until a short time ago. I reached out (via email) to the customer and apologized for the delay in response and asked if I could receive the parking fee notice information, as I do not have access to that information, and need additional information to reach out to our 3rd party enforcement company. I apologize for any inconvenience and look forward to coming to an amicable solution to your compalnt.

   

  **update** Information was provided and the following response sent via email

  Thank you for sending this over and apologize for the misinformation you were provided. We don't have any signs indicating 2-hour limit or similar, this is certainly not correct at all.
  
  
  I will take this from here. This system unfortunately is very black or white and is really designed for those that disregard payment all together, not to punish those who went over 18 minutes. I will reach out to have this notice dismissed and will follow up once it's been completed.
  
  
  I need to reach out to PRRS and ensure that they are communicating the correct information and that if they have any questions, they should reach out to us for any clarification. 
  
  
  I apologize for any inconvenience and appreciate all the feedback as I push for continuous improvement. 
  
  
  Please be on the lookout for a follow up email with confirmation of notice being dismissed. 

   

   

  thank you,

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

  Customer Answer

  Date: 07/28/2025

  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.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:05/03/2025

  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.

  LAZ Parking in *********** is predatory and unreasonable with its fines. A restaurant in the area recommended parking in their lot and 2 hours of paid parking is $13.50. My wife left later than the paid 2 hour time and did not realize she needed to go into an app to pay for more time. A late charge of $102 was applied for less than an additional hour. This is outrageous. I expect nothing from this ripoff company but would like to add another complaint to those you have surely already received about them. They so kindly reduced the fee to $82, still completely unreasonable. They must hope that nobody leaves on time.

  Business Response

  Date: 05/27/2025

  Hi,

   

  I do understand the concern for the charge for the parking violation fee.  I want to assure you that this is a similar amount that is charged by other private parking companies and the City of *******

  City of ****** has recently increased their parking penalties from $30 and $40 to $75

  We also consider the $92 fee as an alternative to towing or booting a vehicle.

  A vehicle towed cost the ****** considerably more, $200 or even more. 

  Booting a vehicle requires an attendant to come out to remove the boot and can take up to an hour and is similar cost of $100 or more and a huge inconvenience 

  I understand that you did pay for parking and merely parked longer then paid for and I see that the ***************** has agreed to reduce the penalty to $82.  I hope this helps you to understand the fee that we charge and that it is not an excessive nor predatory

  If you have additional questions or concerns, you may email me directly aT ***************************************************************  and I would welcome the opportunity to receive any additional information that I may not be aware of in the consideration of this matter.

  Sincerely, 

  ***** Lane 

   

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 husband and I went to a birthday lunch in downtown *********** a couple weekends ago. He had to work after so we took two cars and both parked in the same lot at **************** we both paid separately on our phones and went to our lunch. Today, we both received separate notices in the mail that neither of us paid for our parking, with a $102 fee attached to each (so $204 in total). We both have the email receipts and submitted disputes to show our payments were done, but after reading other comments and reviews on other sites, Im worried that they will still try and charge us. This feels like an illegal and obscene practice and makes me worry how many others are also getting taken advantage of this practice. Ive never liked the high prices of *** but this high fee for nothing is unacceptable.

• Initial Complaint

  Date:01/06/2025

  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.

  On 10/11/24 my family and I parked at a LAZ parking lot at ************************************* and my husband thought he had paid with his phone, but we suspect it didn't go through due to some good faith issue. Paying by phone was the only option at this lot. I believe the parking fee was $10 to $15.I did get one parking bill in the mail after that, but I unfortunately misplaced it in the hustle of the season. Shortly after that, I received a collection notice from a collections attorney in ******** for $52+$5 convenience fee. It took me some digging to figure out that LAZ parking company owns this lot and I called many phone numbers from their website for locations inside and outside ***** and some of them were dead end phone trees, and some were well meaning employees who had no idea how to help me. I finally emailed a VP from the website who said there was nothing he could do.I really just want to pay what we owe plus a reasonable penalty.I wanted to raise this item bc I feel this company is taking advantage of folks visiting this area in a somewhat predatory nature by giving their customers only a slim ability to correct a good faith mistake as well as trying to hide their identity, providing a poor website and unmaintained phone trees. This leaves the only recourse paying 5x the original fee to an out of state attorney.I believe their practices are impacting more than just myself because when I called the City of New Braunfels, the lady ******** calls with whom I spoke told me numerous people have called with this same problem.I have also reported this to my city council woman.

  Business Response

  Date: 01/06/2025

  Good Afternoon,

  I was forwarded an email from Mrs **** in regards to her complaint in *************. I left her a voicemail and sent her an email letting here know that I would be the best person to contact and that I'm sure we are able to come to an amicable solution. Mrs **** called me and we spoke about the process and let here know that the *** cameras that are used are black and white, with no grey area. But I can easily navigate the process and bring this to a resolution. We discussed the steps and walked her through making a payment and in return once payment was verified that I would reach out to our vendor and have parking fee notice dismissed. Payment verified and dismissal email sent to vendor. 

  Fast forward to a few hours later and I was forwarded this complaint. I just want to provide commentary that I spoke to the Mrs **** and we have put this matter to rest. I do owe here a documented email from our vendor that the notice indeed was officially dismissed. I will forward that to her once recieved from our vendor. If there is anything in addition that Mrs **** would need, she has my cell phone and email which I'll be more than happy to help.

  I do apologize that you had to go through so many hoops to finally get to me. I will look for ways to make my information more available so if anyone in the future has a need, that I can be easily reached and eliminate all the back and forth. 

  thank you,

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

  General Manager

  San Antonio

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I did receive this call from ***** today and he was very helpful. He allowed me to pay for the parking which I owed, and nothing more. This was the recourse I was looking for. The dollar amount was absolutely satisfactory to me, however the effort that I had to take to reach someone at this organization to get to this point was excessive. I voiced this to ***** but didn't get much traction. I'm disappointed because I think many more people will have this issue after me and resort to paying the exorbitant fees presented to them because they don't have the time, stamina, or discomfort to get to the same resolution I did. I will never park at another LAZ lot. 

  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:03/21/2024

  Type:Billing 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 the morning on March 3, I parked my car in an LAZ lot at ************* and ********************************************* in ***********. I went to several of the pay kiosks to try to pay for several hours of parking (I was running the half marathon held downtown in *********** that day). At each kiosk, when I went to complete the payment, the transaction would not go through. I tried this several times. Other people were experiencing the same thing at other kiosks. At that point, I felt I had tried my best to pay and was unsuccessful, so I left my car in the lot and ran in the race. I received a notice in the mail, notice number LAZSAT-******) saying I now owed $92. I don't dispute my parking in the lot, and I don't dispute the fact that I didn't pay. I am happy to pay the rate for three hours of parking on a Sunday morning, but I do dispute a $92 charge when I tried multiple times to pay and the payment kiosks were not functioning. I have attached documentation of my correspondence with Parking **************** Services, which must be a collection contractor LAZ uses.

  Business Response

  Date: 04/01/2024

  Good evening,

  I have reached out to *************** directly via email. I asked for some clarification on the incident. After receiving ****'s response, we went ahead and reached out to our vendor to void the parking fee. I then went ahead and sent **** an email letting him know we voided the fee.

  If you have any questions, please feel free to reach out to me. My email is ********************************

  Regards,

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

  Customer Answer

  Date: 04/01/2024

  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.
  
  Regards,
  
  ***************

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Parked in their Lavaca lot. Tried to use their website to pay for parking but it would not go through. Eventually was able to pay their fee to park. They are now trying to charge an additional $87 even though their rate was paid because it was not in their "grace" ******* I have sent receipts as proof and they are still trying to get additional money.

  Business Response

  Date: 03/17/2023

  Thank you for reaching out regarding our system being slow.

    I would like to review the details of how this occurred and will void the notice if payment was processed within a reasonable amount of time after parking and before exiting.

  It require additional l information to revie, and to void the notice I would need the license plate number of the vehicle cited or the notice number from the letter from PRRS.

  Again I apogize if our system was not funstion properly at the time of your visit and we will certain work to help with this issue.

   

  Thank you

   

  Customer Answer

  Date: 03/22/2023

  Complaint: 19370301
  
  I am rejecting this response because:I have included a pic that shows receipt and license number. Let me know what else you need. Thanks. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 received a mail notification that I had an unpaid parking violation. I provided the receipts and confirmation number. They reviewed it and said I can now pay half the penalty because I indicated the wrong parking lot. I PAID and provided evidence and this company is seeking more payments of either $87 and $47. Where I parked was closer to the app marker I paid for than the app marker where they say I should have paid for. Regardless, I have paid for it. Is this not the same company? They can't reappropriate funds from another lot? This is super shady, in that the parking lot is geared toward making administrative errors. The sign that indicates to download the app did not have a specific address on it. I was physically closer to the *********** lot than the ************* parking marker. Transaction was solely made on mobile application advertised on lot pole sticker. See pictures

• Initial Complaint

  Date:11/18/2022

  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.

  LAZ Parking operates its business under questionable and unethical business practices. During a busy downtown event I utilized one of their parking services/parking lots. During that event I paid $30.00 to ********* weeks post downtown *********** event I received a parking notice from LAZ billing me for an additional $87.00 for the utilization of the parking space for which I had already paid $30.00 for a period of two hours and ***************************************************************************************************** payment. I was able to confirm that payment for the day in question had successfully processed. I initiated contact with the Parking ************************** *** in order to dispute the additional bill/ charge of $87.00 but was told that giving the date / time stamp from the time I entered the parking lot to the time that a payment was cycled and registered at their kiosks that more then 20 minutes had lapsed. I stated to the parking recovery representative that the Parking was congested and that parking /payment was not immediately made on account of the congested lot and lines for payment T the kiosks. The representative indicated that given the 20 minutes time lapse rule despite my processed payment for $30.00 which was the fee in that day. That they could still bill you additional fees. I could understand if no payment was made for the use of their lot however, a scam like rule which doesnt take into consideration or accounts for factors that affect the time a person enters the property, parks, situates themself and lines up behind long lines for payment particularly during busy events. This type of business practice is unethical and in poor taste.

  Business Response

  Date: 11/18/2022

  Hi,

   

  I will be happy to review the details of your dispute.  I was not able to open the documents that you provided.  Would it be possible to forward in another format?

  You may also contact me directly so we can resolve this as quickly as possible.

  it is important to us to evaluate the conditions when a notice is issued and there is a dispute. It is important so that we can adjust accordingly.

  The basic information i need to review and void the notice is the license plate number of the vehicle, the notice number included on the letter

  I am available via email at ***********************************

   

   

  Thank you

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

  Area Manager 

  LAZ Parking 

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

   

• Initial Complaint

  Date:10/04/2022

  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 9/23/2022 at 4:37PM I entered the LAZ parking located at ************************************************************. I parked next to the hut to avoid walking because of recent back surgery. I went to pay, put my credit card in the machine, entered my vehicle license plate, selected the $12 charge for the amount of time I thought I might be there. I even overestimated the time so that I would not go over. I got the receipt and placed it on my dashboard. Today, 10/4/2022 I received a collection notice *********** for $87 dollars. I called my bank and there was no charge for the parking fee, and I did not think I would ever save a parking receipt. I would like an audit performed on the machine to ensure there are charges for each receipt issued. I called the lot phone number, and all extension voicemails are full. This feels like a scam to me.Also, I am floored that LAZ is allowed to charge $57 dollars over what the city charges. Not good practice for a tourist destination.I would be happy to pay the $12 to match the receipt I had received but subsequently threw away. I will even pay the 57 cents postage the collection company used to send the notice.

  Business Response

  Date: 10/06/2022

  The parking Notice is legitimate. It is issued by our parking enforcement company.

  For us to verify your payment we would need additional information. We can find your transaction using the license plate number of the vehicle parked or the last 4 digits of the card used for payment. 

  If we find that the parking notice was issued in error or there is additional information that *** be germane, we can void/cancel the $87 penalty.  

  Customer Answer

  Date: 10/07/2022

  Complaint: 18167379
  
  I am rejecting this response because: LAZ did not respond addressing the issue. I inserted my credit card into the pay system, entered my license plate number, selected the time frame for a total of $12 and received a receipt that I placed on my dashboard. Apparently, the system did not charge my card so I have no proof and cannot provide what they are asking. I would like an audit performed on their system. Why would I have received a receipt if the card reader did not work. I feel like it's a scam. I tried to look up a relationship between LAZ and the collection agency.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/07/2022

  The collection entity is associated with our enforcement partners Parking Revenue Recovery Service.  The letter you received should be from ************************ Attorney at Law.  It is a legitimate communication in an attempt to collect a debt. 

  The parking pay station would not issue a receipt without processing a payment. 

  If you received a receipt from the machine, it must have been there from a previous ****** who failed to remove it when they paid.  Because you removed a receipt from the machine this would have led you to believe that your transaction had been completed and accept but it had not.  Therefore, you had not paid for parking and therefore you received a parking notice for non-payment.

  As a one-time courtesy we would like to offer to cancel this parking notice.  

  It would require additional information so we, LAZ Parking *****, can request PRRS to cancel the notice.  
  

  Customer Answer

  Date: 10/07/2022

  Complaint: 18167379
  
  I am rejecting this response because: of their excuse that it was a valid violation and that I took someone else's receipt. Last night I found that the $12 charge (attached) finally hit my account. How can they say it's a valid charge? SCAMMERS!!!

   

  My debit was paid, and I want a refund on the 57 cents for postage to send proof. Their system needs to be audited. I will never park in a LAZ parking lot, and I have posted my experience on all my social media warning people not to park in their lots.  Feel sorry for our tourists.

  
  Regards,
  
  ***************************