MobileNOW provides pay-by-phone parking solutions in several cities. We value our customers and strive to provide a valuable and comprehensive service. We are sorry to hear that complainant had a...
negative experience but contrary to her complaint, complainant was informed of the potential charges prior to completing the transaction and was issued a refund regardless of this fact. Prior to consummating a transaction all users of the MobileNOW application are provided with a confirmation screen detailing the total amount to be charged. The parking spaces in Madison, WI are controlled by the local municipality. Parking customers have the option of paying with coins or via the MobileNOW application. Users of the MobileNOW application are charged the parking rate determined by the municipality (the same one charged to traditional coin payers) plus a convenience fee, which is meant to cover the costs associated with maintenance of the MobileNOW app, customer service, and reporting to the municipality. The MobileNOW app provides users with real value by freeing them from having to carry coins; allowing them to remotely increase the length of their parking session; and reminding them when their parking session is nearing its end. Certain of MobileNOW’s parking locations require that customers establish a prepay wallet account. All such locations are listed on the MobileNOW Website. Parking in Madison, WI is one such location. Complainant contacted MobileNOW as described in her complaint and each time was given an explanation of the company’s policies and the price and billing notifications that she clicked through and confirmed in order to effect the parking transaction. Despite having received a notification reminder about the prepaid nature of the parking location and clicking through the confirmation screen, prior to purchase, that clearly identifies the total amount to be charged, the customer claimed that the $20 prepayment was an error, and was taken from her account without her permission. Nevertheless, as an active and valuable customer of the company, MobileNOW issued a refund in the amount of $15.37 to the customer’s original payment source. A refund fee of $1, in accordance with our current terms and conditions, was retained to handle processing fees and other associated costs. We also explained that we do not issue full refunds under the circumstances. Our refund policy is clearly stated in our terms and conditions, with a notification included in the MobileNOW app and on our website. Nevertheless, we continually monitor the MobileNOW application, practices, and customer service to ensure that all customers have a seamless and positive experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I did not receive prior notification of the charges and policies. I was not issued a full refund despite their policy that started I could be issued a full refund. I and not happy with the resolution of this case and the fact that now, 3 months later, the business is trying to close the case says quite a bit about their business. If they were concerned they should have responded more promptly. Please see all of my previous information.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
MobileNOW provides pay-by-phone parking solutions in several cities. We value our customers and strive to provide a valuable and comprehensive service. We are sorry to hear that complainant had a negative experience but contrary to her complaint, complainant was informed of the potential charges...
prior to completing the transaction and was issued a refund regardless of this fact. Prior to consummating a transaction all users of the MobileNOW application are provided with a confirmation screen detailing the total amount to be charged. The parking spaces at location [redacted] are controlled by the local municipality. Parking customers have the option of paying with coins or via the MobileNOW application. Users of the MobileNOW app are charged the parking rate determined by the municipality (the same one charged to traditional coin payers) plus a convenience fee, which is meant to cover the costs associated with maintenance of the MobileNOW app, customer service, and reporting to the municipality. The MobileNOW app provides users with real value by freeing them from having to carry coins, allowing them to remotely increase the length of their parking session, and reminding them when their parking session is nearing its end. Certain of MobileNOW’s parking locations require that customers establish a prepay wallet account. All such locations are listed on the MobileNOW Website. Parking location [redacted] is one such location. Complainant sent us her first email on August [redacted] and asked for a refund, stating that she was not informed of the $20 prepayment requirement. We replied on August [redacted] by explaining MobileNOW’s prepaid wallet and refund policies. We also sent her a screenshot of the prepaid wallet notification. The customer replied that the screenshot was not from her device and that she was not informed that this location in particular was using mobile wallet. We explained that the screenshot was from an Android phone that had the same version of the MobileNOW app as the customer’s, and therefore the app and its notifications looked the same. We also described our policies a bit further and informed the customer that the full list of our locations together with location types (prepaid, pay as you go) is available on our web page. Despite having received a notification reminder about the prepaid nature of the parking location and clicking through the confirmation screen, prior to purchase, that clearly identifies the total amount to be charged, the customer claimed that the $20 prepayment was an error, and was taken from her account without her permission. Nevertheless, as an active and valuable customer of the company, MobileNOW issued a refund in the amount of $15.94 to the customer’s original payment source. A refund fee of $1, in accordance with our current terms and conditions, was retained to handle processing fees and other associated costs. The customer was informed of the refund and the $1 fee by email on August [redacted]. We also explained that we do not issue full refunds under the circumstances. Our refund policy is clearly stated in our terms and conditions, with a notification included in the MobileNOW app and on our website. Nevertheless, we continually monitor the MobileNOW application, practices, and customer service to ensure that all customers have a [redacted] experience.
Revdex.com:
At this time, my complaint, ID [redacted] regarding MobileNOW!, LLC / Parknow has been resolved.
(By clicking "OK", your complaint will be closed as...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
They have refunded all but $1 to my credit card, however unlike their response claims, I was never informed that my credit card was to be charged $20 or I would not have accepted the charges. When my confirmation request came across my mobile phone it provided a detailed statement that I would be charged the amount for the 3 hours of parking and a $.45 service fee. It was this that I accepted. I was not aware that they charged my card $20 until I reviewed my credit account online that evening. No where on the app did it state that Madison, WI was a prepaid wallet location or that they were going to charge me $20 for use of their service at that location. I should have only been charged $2.73 for parking and two 0.45 service fees for a total of 3.63. They still owe me $1.00 because I still believe I should not have to pay them an extra $1.00 for them to refund the money they illegally took from me without my permission.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
MobileNOW provides pay-by-phone parking solutions in several cities. We value our customers and strive to provide a valuable and comprehensive service. We are sorry to hear that complainant had a...
negative experience but contrary to her complaint, complainant was informed of the potential charges prior to completing the transaction and was issued a refund regardless of this fact. Prior to consummating a transaction all users of the MobileNOW application are provided with a confirmation screen detailing the total amount to be charged. The parking spaces in Madison, WI are controlled by the local municipality. Parking customers have the option of paying with coins or via the MobileNOW application. Users of the MobileNOW application are charged the parking rate determined by the municipality (the same one charged to traditional coin payers) plus a convenience fee, which is meant to cover the costs associated with maintenance of the MobileNOW app, customer service, and reporting to the municipality. The MobileNOW app provides users with real value by freeing them from having to carry coins; allowing them to remotely increase the length of their parking session; and reminding them when their parking session is nearing its end. Certain of MobileNOW’s parking locations require that customers establish a prepay wallet account. All such locations are listed on the MobileNOW Website. Parking in Madison, WI is one such location. Complainant contacted MobileNOW as described in her complaint and each time was given an explanation of the company’s policies and the price and billing notifications that she clicked through and confirmed in order to effect the parking transaction. Despite having received a notification reminder about the prepaid nature of the parking location and clicking through the confirmation screen, prior to purchase, that clearly identifies the total amount to be charged, the customer claimed that the $20 prepayment was an error, and was taken from her account without her permission. Nevertheless, as an active and valuable customer of the company, MobileNOW issued a refund in the amount of $15.37 to the customer’s original payment source. A refund fee of $1, in accordance with our current terms and conditions, was retained to handle processing fees and other associated costs. We also explained that we do not issue full refunds under the circumstances. Our refund policy is clearly stated in our terms and conditions, with a notification included in the MobileNOW app and on our website. Nevertheless, we continually monitor the MobileNOW application, practices, and customer service to ensure that all customers have a seamless and positive experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I did not receive prior notification of the charges and policies. I was not issued a full refund despite their policy that started I could be issued a full refund. I and not happy with the resolution of this case and the fact that now, 3 months later, the business is trying to close the case says quite a bit about their business. If they were concerned they should have responded more promptly. Please see all of my previous information.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
MobileNOW provides pay-by-phone parking solutions in several cities. We value our customers and strive to provide a valuable and comprehensive service. We are sorry to hear that complainant had a negative experience but contrary to her complaint, complainant was informed of the potential charges...
prior to completing the transaction and was issued a refund regardless of this fact. Prior to consummating a transaction all users of the MobileNOW application are provided with a confirmation screen detailing the total amount to be charged. The parking spaces at location [redacted] are controlled by the local municipality. Parking customers have the option of paying with coins or via the MobileNOW application. Users of the MobileNOW app are charged the parking rate determined by the municipality (the same one charged to traditional coin payers) plus a convenience fee, which is meant to cover the costs associated with maintenance of the MobileNOW app, customer service, and reporting to the municipality. The MobileNOW app provides users with real value by freeing them from having to carry coins, allowing them to remotely increase the length of their parking session, and reminding them when their parking session is nearing its end. Certain of MobileNOW’s parking locations require that customers establish a prepay wallet account. All such locations are listed on the MobileNOW Website. Parking location [redacted] is one such location. Complainant sent us her first email on August [redacted] and asked for a refund, stating that she was not informed of the $20 prepayment requirement. We replied on August [redacted] by explaining MobileNOW’s prepaid wallet and refund policies. We also sent her a screenshot of the prepaid wallet notification. The customer replied that the screenshot was not from her device and that she was not informed that this location in particular was using mobile wallet. We explained that the screenshot was from an Android phone that had the same version of the MobileNOW app as the customer’s, and therefore the app and its notifications looked the same. We also described our policies a bit further and informed the customer that the full list of our locations together with location types (prepaid, pay as you go) is available on our web page. Despite having received a notification reminder about the prepaid nature of the parking location and clicking through the confirmation screen, prior to purchase, that clearly identifies the total amount to be charged, the customer claimed that the $20 prepayment was an error, and was taken from her account without her permission. Nevertheless, as an active and valuable customer of the company, MobileNOW issued a refund in the amount of $15.94 to the customer’s original payment source. A refund fee of $1, in accordance with our current terms and conditions, was retained to handle processing fees and other associated costs. The customer was informed of the refund and the $1 fee by email on August [redacted]. We also explained that we do not issue full refunds under the circumstances. Our refund policy is clearly stated in our terms and conditions, with a notification included in the MobileNOW app and on our website. Nevertheless, we continually monitor the MobileNOW application, practices, and customer service to ensure that all customers have a [redacted] experience.
Revdex.com:
At this time, my complaint, ID [redacted] regarding MobileNOW!, LLC / Parknow has been resolved.
(By clicking "OK", your complaint will be closed as...
Resolved.)
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
They have refunded all but $1 to my credit card, however unlike their response claims, I was never informed that my credit card was to be charged $20 or I would not have accepted the charges. When my confirmation request came across my mobile phone it provided a detailed statement that I would be charged the amount for the 3 hours of parking and a $.45 service fee. It was this that I accepted. I was not aware that they charged my card $20 until I reviewed my credit account online that evening. No where on the app did it state that Madison, WI was a prepaid wallet location or that they were going to charge me $20 for use of their service at that location. I should have only been charged $2.73 for parking and two 0.45 service fees for a total of 3.63. They still owe me $1.00 because I still believe I should not have to pay them an extra $1.00 for them to refund the money they illegally took from me without my permission.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]