Premium Parking Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11495005, and have determined that this...

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the response made by Premium Parking.  If it was processed on June 1st, then they money should be in my account by June 7th.   I am a 24 year old that recently graduated and moved to Baltimore to start a career.  I make a minimal salary while trying to cover all my bills.  I cannont afford to be over-drafted against my will and then not reimbursed in a timely manner.  I have made multiple phone calls and emails to get this issue resolved and get more insight into when I should have the funds back in my account and no one ever as an answer.  Attached are details that go more in depth and provide what I want to resolve my complaint.
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Premium Parking Service, LLC regarding complaint ID 11716491.
Regards,
[redacted]

Please fill out the information below regarding a refund: Refund Policy Many of our parking locations are unattended and payment is collected through digital pay machines; unfortunately, these machines do not give change. If you have overpaid for parking at any of our locations, we will gladly refund you the difference if you submit a request within 15 days.   Requesting a Refund Complete this form. Note that a ticket image is required to process reimbursement for Digital Pay Machine charges, and requests submitted without a ticket image will be denied.   Receiving Your Refund After you complete the refund form and if your request is approved, you will receive a check in 7-10 business days or a credit to your card in 2-3 business days if the purchase was made through our app or website.If the amount due to you is $20.00 or less, you have the option to be reimbursed in cash by bringing your refund approval or ticket showing the over-payment to our office at 1010 Common St., Suite 2950, New Orleans, LA 70112 during business hours (Monday through Friday 8am - 5:30pm).

We want to acknowledge receipt of the correspondence from Revdex.com.  We have contacted the customer, [redacted].  A check with the full refund of $90 will be sent to her. Ms. [redacted] is satisfied with that resolution. Thank you.Premium Parking

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11397369, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The customer paid to park at a location. Parking is non-refundable for time used. the customer would have to show proof of paying at an additional location. If the customer is able to provide a receipt for the secong location that was used, we are happy to refund the original purchase. If you have...

questions, please contact your 24/7 Customer Service at ###-###-#### option 1.  Please see below information regarding the refund process:  Refund Policy Many of our parking locations are unattended and payment is collected through digital pay machines; unfortunately, these machines do not give change. If you have overpaid for parking at any of our locations, we will gladly refund you the difference if you submit a request within 15 days.   Requesting a Refund Complete this form. refunds.premiumparking.com Note that a ticket image is required to process reimbursement for Digital Pay Machine charges, and requests submitted without a ticket image will be denied.   Receiving Your Refund After you complete the refund form and if your request is approved, you will receive a check in 7-10 business days or a credit to your card in 2-3 business days if the purchase was made through our app or website.If the amount due to you is $20.00 or less, you have the option to be reimbursed in cash by bringing your refund approval or ticket showing the over-payment to our office at 1010 Common St., Suite 2950, New Orleans, LA 70112 during business hours (Monday through Friday 8am - 5:30pm).      Receiving Your Refund After you complete the refund form and if your request is approved, you will receive a check in 7-10 business days or a credit to your card in 2-3 business days if the purchase was made through our app or website.If the amount due to you is $20.00 or less, you have the option to be reimbursed in cash by bringing your refund approval or ticket showing the over-payment to our office at 1010 Common St., Suite 2950, New Orleans, LA 70112 during business hours (Monday through Friday 8am - 5:30pm).

Review: On January 6, 2015 I parked in the parking lot P1148 in San Diego, CA. I received a ticket while I did pay for the spot, but messed up with the license plate. I have the receipt and am trying to reverse the violation. I left messages at the phone number indicated on the ticket, which is a feedback line, at the number on the banner at the lot, which goes to unidentified VM and at the main line in New Orleans, LA. I also mailed the dispute with copies of everything, emailed the feedback line (all I have) and submitted the request on the company site....To this day I got no response.Desired Settlement: All I want is for someone to review and clear my parking violation dispute.

Business

Response:

I am sorry

to hear about this issue, our representative will be calling you shortly to

settle this issue.

Review: I was visiting New Orleans for one night (15th -16th April, 2016) from Mobile, AL and stayed at the Queen and Crescent hotel on Camp Street. I drove into the Premium Parking lot right next to the hotel and they were pretty packed, but there were still spots available. I stopped at the Stop Sign that said "Please wait here for assistance" and the person who assisted me said that I could park in the lot overnight. He proceeded to point me in the direction of the "star parking" spots where I parked my car. He then helped me put my information into the parking meter so that I could pay the $25 overnight fee. What he did NOT tell me was that the "star" spots were $20 for 12 hours and not allowed for overnight even though I specified overnight multiple times. In the morning, my car had an "immobilization" notice and a clamp on my drivers' side wheel so that I couldn't drive it. When I asked the attendants about it they brushed me aside saying that I had to call the number that was pasted on my drivers' side window. Two gentlemen from Admiral Enforcement showed up and I showed them my parking receipt which was valid for 24 hours for which I had paid $25. They said that I was in the wrong spot and when I explained the situation they asked for $90 as a fee to remove the immobilization device. Then because they noted that my permit was still valid, they reduced the fee to $31.50. So my overnight parking ended up costing me $56.5 for the night.Desired Settlement: I would respectfully request a full refund of my $56.5 for the inconvenience cause due to no fault of my own and I ask that the attendants at the parking lot be made fully aware of the rules before someone else is inconvenienced in the same way I was.

Business

Response:

We would like to apologize for the inconvenience. It is likely that our employees were busy and just made a mistake. However, they should certainly be more mindful and the customer certainly should not have negative repercussions. Therefore, we are happy to refund the $25 for parking from Premium Parking as well as the $31.50 booting fee from Admiral Security Services. We will mail two refund checks to the address listed here within the next two weeks. Again, I apologize for the inconvenience and frustration you experienced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11397369, and find that this resolution is satisfactory to me.

Review: On July 22, I attempted to use the parking service at so called Premium Parking. After parking, I inserted my debit card into their payment machine & requested 2 hours parking at $10. The machine went through all the motions and gave the message that I had until 5:36 PM, but did not print a receipt? That bothered me so I called the Customer Service number listed. The Customer Service Agent told me that since I inserted the card, gave my tag # & was given the time that every thing was ok & I didn't need to try again even though there was no receipt. Well when I returned a little after 5 my car had been booted or immobilized. I explained everything to the person that appeared to receive $90 in order to remove the boot. I told him there should be a recording of the call with their Customer Service Agent. Also there should be a camera on the payment machine showing that I used the machine. He would not research. I paid the $90 at a separate machine. He had me swipe the card but he pressed all the buttons & took my receipt of the $90. I filed an appeal with Premium. They sent a denial email stating there had been an investigation? I know all calls are recorded so they must have the conversation with their CSA. Also I know there machine must have recorded the attempt to pay at 3:36. The booter said he never received an email from CSA which is their failure not mine. When I should have paid $10 for 2 hours of parking I was conned into paying $90. The company made no attempt to correct their error. I will never use them again. I will go back to using the parking in New Orleans where you park, receive a ticket, then pay as exiting with a parking agent.Desired Settlement: RefundAlso better business practices. This type of business will affect tourism in a negative way.

Business

Response:

We want to acknowledge receipt of the correspondence from Revdex.com. We have contacted the customer, [redacted]. A check with the full refund of $90 will be sent to her. Ms. [redacted] is satisfied with that resolution. Thank you.Premium Parking

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10763522, and find that this resolution is satisfactory to me.

Review: I paid for parking for one day on Monday, February 24, 2014 (Early Bird Special - $10.00 for 9:00 AM to 7:00 PM with my credit card. The machine did not give me a receipt to put on the dash of the car. There were several other patrons that also did not get a receipt at the same time I was there (the machine was not working correctly although I confirmed that my card was charged $10:00 at 8:50 AM). I called the number on the booth but did not get an answer and had to leave a message with my cell phone at 8:50 AM. Amazingly, while I could not get an answer on the phone or return phone call, my vehicle was booted at 9:20 AM. I was forced to pay $90.00 at 12:09 PM to get the boot off. I filed an Immobilization Appeal which was confirmed on February 25, 2014. The company was suppose to respond by March 4, 2014. After numerous calls the company finally responded on March 21, 2014 that they were going to refund $74.70 (I don't know how they came up with that number). I believe I am entitled to the full $90.00 refund and as of today, April 10, 2014, after numerous subsequent calls I have not received any refund at all. From my experience, this is unacceptable and I believe the company is taking advantage of the public and should have a class action lawsuit filed against them.Desired Settlement: I want the $90.00 I paid to have the boot removed refunded since I did in fact pay for parking, I did not get a receipt to display due to the company's error and I did not get a response to my phone call or phone message before the car was booted. The company knew or should have known after numerous calls from myself and others that the machine was not working properly

Business

Response:

This customer was refunded through our normal appeals process.

Review: This parking company has two different price structures posted in the parking area of the Lot #101 on Poydras Street. Online it differs was well. Thirdly, the customer service representative offered a different price. We searched online to find the best rate for our trip to New Orleans, and found this place. The rate said $20 for 24 hours, which is posted on the sign right above the payment station as well as many places online. We got in to park, gathered our belongings then went to the pay station to receive a ticket. it is an unmanned station. The price on the screen said $30 for 24 hours. No explanation. Another sign nearby said $25/24 hours. When we called the customer service number listed above the payment kiosk, she said it should be $25 a night. I asked her to speak to a manager, who said it was $30 a night because of the Predators game at the Superdome. However, there was no signage anywhere on the street that indicated this, we were brought in by a bait and switch in which we already parked and then were informed the price was being gouged. The parking lot was nowhere near the Superdome (trust me, we had to drive through the traffic), and it would not make sense to gouge prices for the 24 hour spots if the increase was truly due to a game. There was not even the option of shorter term parking options, which you would expect if this was actually about the game. Simply stated, it is unacceptable to raise the prices if you do not have a sign outside that clearly states them, or have an attendant manning the station who lets people know the event. There was no one else even parking at this lot when we got there, and the game had already started, so there was really no way this price gouging and false advertising was on account of the game.Desired Settlement: We researched ahead of time and found, as the signs in this lot clearly list, that it would be $20 for 24 hours. We selected this as a value alternative to our hotel's valet service. We paid $30, but after the time I have had to spend with the unhelpful customer service representative (who by the way, hung up on me - so whoever was working at around 6:30 pm on Friday, December 26 should be reprimanded), and no response from the company's email address about this, I request a full refund.

Business

Response:

Dear [redacted],I am sorry to hear about the issue. Our rates are always subject to change, but we will process the refund of $10 since you were informed that 24 hours rate was $20. Thanks for parking with Premium and our representative will contact you to process your refund shortly. thanks,Premium Parking

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10373426, and find that this resolution is satisfactory to me.

Review: We visited New Orleans recently. Instead of paying the parking fee at our hotel, we decided to park on the Premium Parking lot at 300 N Peters St, New Orleans because they had a sign that read $27/24 hours. We read the sign carefully since we would be there for a few days. (We saw NOTHING posted about event parking or prices increases etc.) We assumed when we left we would be charged the price that was posted when we pulled in the lot. ($27/day). We pulled in the lot around 11am on Thursday 27Feb. When we pulled out Saturday afternoon - they charged us $135! They said that the price had gone up! I emailed the company and they responded by saying that they were sorry - but that prices went up and were posted. I assure you they just put up a new sign and changed the prices. There was NOTHING posted. I'm so aggravated that I didn't think to take a photo of the sign upon our arrival. This is nothing short of ripping off visitors by hiking up prices once customers are already on the lot. There should be HUGE signs saying "BEWARE". I am sickened by the unethical behavior of this company. I am contacting the City leaders as well as the Chambe of Commerce in hopes that someone can stop visitors to your city by being ripped off. Feel free to contact me for any further information. The company admits that it WAS $27/day when we pulled in, but they changed prices to "EVENT" pricing. It was NOT posted. When did this "EVENT" start anyway? There were parades going on when we pulled in - the big event is actually TUESDAY - today! What a rip. So very mad and disappointed.Desired Settlement: I would like for this company to credit us for the amount they charged us over the posted price of $27/day. I have my receipt showing location/time and price charged.

Business

Response:

I spoke with the customer. They were correct that they pulled into our parking lot before the event rate was posted. We apologized for the inconvenience and refunded her the amount of money due. She was happy with the resolution and appreciated the follow up.

Review: On June 20, 2014, I was visiting San Diego, and Used a parking lot #[redacted]. The machine did not have instructions for use posted, and it looked like it took cash, as well as credit cards. The display was not lit, and it could barely be seen during the evening hours (purchase was made at 7:32 PM). I put in $20.00, to pay for the $15.00 overnight parking charge - expecting change and a ticket to post on my car. The ticket came, but no change.I called the number on my ticket, (it had a number and email address to give feedback), and received another number to call for refund. I called that number several times and no one was there - I was given opportunity to leave a message, which I did.I went on line and checked the refund process, and learned that I can either bring my ticket to their office for a refund, (God knows where that is - nowhere at this parking lot), or I can fax my receipt and they will send me my refund and I will pay them $2.50 for this privilege. I also leaned that 'not all their machines give refunds when you pay for parking'. (It would be nice if this was posted on some sign, at their machines.)Taking someone's money is most places is called theft. This company is allowed to operate in San Diego, (and probably in other locations), not post any clearly visible instructions about how to make payment - and that they do not make refunds, and than tell customers to 'come to their office to get their money' or keep another $2.50 for the privilege of wasting our time and getting part of our refund? Is this right?We were there for one day only, and left to return to North Carolina the next day. Feel robbed in San Diego by a Parking Machine.....(Parked on lot #[redacted], in San Diego, CA., on June 20, 7:32 PM - payment cash.Desired Settlement: I would like to get a full $5.00 refund, and this company to be required to post clear instructions on each machine - in San Diego, as well as in every place they operate. There are enough frustrations in today's world, without having 'legalized automated theft' by parking machines that lack clear instruction for use and proper lighting for visability. These machines that do not dispense change should have clear warning posted: 'Use exact payment ammount - machine does not give change.'

Business

Response:

Mr. [redacted],

Review: On 1/24/15 I parked at the premium parking lot on Decatur st. In the French quarter . I paid $25:00 dollars to park for 4 hrs.. Upon returning around 45minutes late on the 4 hrs. I paid for , going to my truck to leave I noticed there was a parking enforcement Boot on my front wheel .Not believing what I am looking at and wondering what to do, I noticed a parking attendant booting another car . I got his attention and asked why was my truck booted he said I was over my paid hrs. And would have to pay $ $90:00 to have it removed .now I'm furious feeling like this is a scam and have been taken for a fool with no way out except to pay the $90:00 so I can leave . At this time the parking lot was around 50% occupied so it's not like I was not allowing someone else the ability to park in this lot. How can a parking lot have the power to hold someone at bay by immobilizing you vehicle for pay. The city of N.O. Only boots folks with outstanding parking violations on city streets . The Premium parking rates are $30 for 8 hrs . The cost of overtime parking is 3 times that amount , this is no doubt consumer abuse with no way out but to pay into this SCAM . I wonder how many folks had to pay this $ 90 just on this 1 day . I will never park here again or use any Premium parking facility , and tell anyone I know that's going to town my story and keep as much business away from this company as I can. I parked in this same lot many times and never had this happen before , it's clearly consumer abuse and something needs to be done to put a stop to this unfair business practice !! They should only charge the rates per hour that a person is over maybe 2hr. Minimum which is $15:00 at their rate $ 90:00 REALLY!!!Desired Settlement: Refund at fair amour at Premium parkings normal hourly rates

Business

Response:

Dear [redacted]I am sorry to hear about your issue. Premium gives customer a grace period to return to your vehicle, also we offer mobile app options or call service to extend your time at our locations. As you mentioned you got there 45 minutes later then the ticket mentioned and unfortunately, we did not receive any requests to extend your time. Please go to our website www.premiumparking to learn more about our rules and regulations. At this time we are unable to refund, for booting appeals please visit www.premiumparking/enforcement. Thanks for parking with us.Premium Parking

Review: At 6:59 pm on Thursday 12/18/14, me and a group of friends parked at the 402 lot located at 300 S.Peters. While there, I walk over to machine and print my ticket and then leave the ticket in the front window of my car. When we arrive back from dinner, at 8:47 there was about on the car with a two notices. One of which on the windshield and the other on the driver side window. The immobilizing notices both stated that reason for immobilizing was No ticket and a checked box on the front windshield notice for No ticket/expired. We were then confused because there was time still remaining on the ticket and the immobilizing notice was done at 7:30. Our ticket didn't expired until 8:59 pm because we paid for two hours. When we asked the person working in the lot at the time why the car was booted and he was pretty much rude basically saying he "I'm the supervisor of this lot" when we asked can we speak to one. He gave us every reason why we should just paid $90 and kept disregarding everything that happened. He also said that the reason the car was booted was because the license plate number wasn't typed on the ticket and that it was just one letter. We told him we attempted to type it on the ticket and he ruled out every possibility that it could be a malfunction. Also there, if this is company policy it isn't stated anywhere. The only disclaimer in the lot basically says "Remember your license plate number". The reason I was supposedly being booted did not correspond to the two immobilizing notices on my car which again stated I had "No ticket" which was not true and also they booted the car an hour and a half earlier than expiration time. After numerous attempts to speak with management, the m.o.d. then answered the phone saying "I heard there was an issue and that she heard I said that I refuse to pay" which her booter at the time told her instead of them trying to resolve the problem. If the staff is a reflection of this company does business then I hope you seriously consider some reevaluations.Desired Settlement: $90 Cash

Business

Response:

I am sorry to hear about your issue. In order to process a refund you have to go to our website and file an appeal www.premiumparking.com/enforcement. After we receive the appeal, Premium will be able to review and process the refund. Please, let me know if I can be any more help with this matter. thanks,Premium Parking

Review: My car was stolen over the Bayou Classic weekend. I reported it stolen to NOPD on the morning of 11/28/15 from Gravier Street near its corner with O'Keefe. They came and did a report. About 24 hours later I discovered it parked in the Premium Parking lot at O'Keefe between Union and Gravier and it was booted (and ransacked and vandalized). I again called NOPD and they returned to fingerprint and document the theft recovery. Despite my request and the confirmation of a true theft by NOPD by telephone with Mr. "Sterling" at Premium Parking, they refused to remove the boot until I paid the boot fee. They were made fully aware by NOPD that this was in fact a stolen vehicle abandoned in the lot by the thieves and not parked there by me. Premium Parking still refused to remove the boot until I paid them; and they threatened to tow my car if I didn't pay them. When I finally threatened to report them to the local news channel for holding stolen property and for profiting off of local crime, they generously reduced the boot fee from $90 to $15 but still threatened to tow the car if I did not pay at least the $15 overnight rate.Desired Settlement: I would like a refund and an apology. If I don't get both, I'll strongly consider filing a civil suit for damages, attorneys fees and costs. Obviously I know it's more work than the $15 bucks is worth, but Premium Parking should not profit off of local crime, especially when it's a crime to knowingly keep stolen property for ransom.

Business

Response:

Premium Parking does apologize for this incident. We are contacting the customer to issue an apology and a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10976243, and find that this resolution is satisfactory to me. If I do not receive the refund within 30 days, I will renew my complaint.

Regards,

Review: I paid for 3 days parking upon arrival to the city. At the time I paid I was never advised I would only have in and out privileges if I used the mobile app instead of the kiosk. I left to tour some of the city and when I returned the lot was full. I parked in what I thought was a good space and when I came back to my car to find it booted. I can't understand how it could be legal for a company to accept money for parking for multiple days then punish you for the manner in which you chose to pay. This is a complete scam, I'm never returning to this town. I've traveled all over the US and Canada and have never been treated like I have been here. The icing on the cake was overhearing the employees bragging about how much they enjoy screwing tourists as they laughed at my family. The location employee number was 5122 lot 151 supervisor name RyanDesired Settlement: Refund the 90.00 boot fee

Business

Response:

We do allow in and out privileges no matter which method of payment a customer chooses. If you have prepaid for multiple days and return to find the lot full, customers can call our customer service agents and we will direct them to the nearest lot with available space. We will then add the customers information into the system at no additional cost. If a customer parks anywhere on the lot that is not a designated parking space our enforcement team is instructed to boot the vehicle due to safety concerns. However, a customer can submit an Immobilization Enforcement Appeal and our agents will review and decide whether or not to issue a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10971968, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs can be seen from the email I received before contacting the Revdex.com the response is a direct contradiction of the stated business response. As can also be seen from their email they are already planning on denying the dispute no matter what happens. The fact this email shows an outright lie by this business is unmistakable proof of how they operate. This is a scam fleecing tourists to what is otherwise a great city to visit. Ms Syerra Foster clearly states everything works differently from the mobile app. They do not clearly post any of this information anywhere because of greed. An honest person paying for a service should be respected and given all the necessary information to make an informed decision. This is all about them making more profit by taking advantage of customers who have not had dealings with them before. As can be seen in the attached pic the vehicle was in a spot that had marked lines

Regards,

Business

Response:

It is certainly not Premium Parking's intention to lie or cheat our customers. The email received from Syerra was her best determination based on the situation. However, the email that was sent through Revdex.com is our stated policy. Any receipt printed from the kiosk lists our in/out policy on the back. Also, it is not our intention to dispute the booting fee, no matter what. We, simply, would like more information as to the circumstances. Please understand that our customer service agents try to answer all inquiries to the best of their knowledge. However, they are not involved in the booting process or refund process whatsoever. Please take my email through Revdex.com as our policy and disregard the previous email from our agent. Feel free to contact me directly at ###-###-####.

Review: I have been a monthly contract parker with Premium Parking for approx. 2 years. On 4/16/14, I sent them a email asking them if I could switch parking lots within their company. I was informed that I could do this, but that must I cancel my existing account and open a new account for the new lot on their website. I did as they asked. Both actions requested that I provide them with applicable dates that I would stop parking in the old lot and start parking in the new. On 5/2/14, the company took 3 different charges out to my bank account. The first one was payment for my old, closed account, the second for my new account and the third represented 2 weeks of pro rated parking in my new lot, despite the fact that I had provided applicable dates and none overlapped. I called their attention to this and was unapologetically promised reimbursement within 7-10 BUSINESS DAYS. In their defense, they DID rush payment when I told them I had pending checks that may bounce. On 6/3/14, the company once again took the same 3 charges out to my bank account. They must have realized their mistake and quickly "reversed" them, but in that time period, the charge from the account I had closed 6 weeks earlier "bounced", resulting in a returned check fee from my bank. I emailed the manager and told her I would be canceling my account and would like to be reimbursed for my unused parking, including the NSF fee from my bank. She questioned the NSF fee, implying that it could not have happened because they credited my account the same day. I forwarded her a copy of my bank statement, proving that the credits did not show up until the next day (which is the case with most banks and credit card companies). I did not receive a reply, nor have I ever received an apology. Today, I saw on their website that I have been issued a refund, but only for a fraction of the funds they have removed from my account and not for the NSF fee. Again it is promised within 7-10 BUSINESS DAYS and I have an automatic tuition charge pending.Desired Settlement: Unused parking ($97.50), plus NSF fee ($29.00) for charge that already bounced. Will probably have more once my automatic tuition charge bounces on Monday! Like most families, we live paycheck to paycheck and cannot afford to have a company taking random charges out of my account.

Business

Response:

Premium Parking has received this complaint and will be issuing Mrs. Westerman a $29.00 refund for the NSF fee which occurred on her account. The parking fee was already reverse back into her account the same day it was auto drafted.

Thank you,

[redacted] Barras

Monthly Parking/ Operations Admin.

D: [redacted] Premium Parking Service, [redacted]

Review: I was booted less than 5-10 minutes after parking, before I had a chance to pay for the parking. Upon arriving, we noticed the man booting vehicles. I showed my friend the way to the home we were staying in, allowed him to carry both our bags and returned to my vehicle upon realizing from the kiosk that I needed my license plate number to pay for the parking. At this point, my vehicle was being booted by the man whom we saw booting vehicles when we arrived a few minutes earlier. He refused to remove the boot...and I was late to an event as I had to make phone calls to the manager on duty who also refused to make the man remove the boot.

This manager on duty told me he would not remove the boot but that I was entitled to an appeal. I don't remember his name, but it was the manager on duty at the time. I would like to note that he actually laughed at me when I told him this ordeal was making us late to an event. I didn't find any humor in this situation whatsoever.

I was then forced to pay $90 to have the boot removed, wait for this to be completed and then pay the addiitonal $15 for parking. I believe BOTH of these charges should be refunded for all of my trouble.

Additionally, I was told after filing my Immobilization appeal on December 16th that I would receive a response by December 23rd. It has been almost two weeks, and I haven't received a response. I made a phone call to the office today, but was transferred to a line of someone named Maria who was out of the office. I called back and was told they would take my name and number but the agent refused to give me a time frame on when I would receive a call back.

This is absolutely, 100% unacceptable business practices.Desired Settlement: Full 100% refund for the boot and parking fees for that day.

Explanation for how Premium Parking monitors how long cars have been parked in their lots before booting [My guess from my experience is that they do not have any standard in place...which is unacceptable.]

Apology and specific changes to be implemented to ensure this does not happen to anyone in the future.

Business

Response:

The customer's vehicle was booted because the field supervisor saw them leaving the location without paying. There was no way for him to know at the time that the customer would return shortly to pay. I do apologize for any rudeness from our employees. It is certainly not our business practice to treat our customers poorly. I have looked up the booting appeal in our system and it has already been approved. The customer will receive a check in the mail refunding the $90 booting fee. However, we cannot refund the $15 because the vehicle did remain parked in our location. In this instance, our field supervisor followed the correct procedure in having the customer fill out an appeal form. It did take our office longer than usual to respond because many of our key employees involved in the process have been out of town. Again, I apologize for any trouble.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11014638, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:I will not be satisfied until the refund is received and the check is cleared. Additionally, the claim from the field supervisor that I was seen leaving the location is completely false. There is no way he could have seen me leaving the scene, as he was booting vehicles on the opposite side of the parking lot...with a field of view blocked by vehicles. Additionally, I did not leave the scene.Additionally, Premium Parking has failed to indicate what procedures are in place to ensure vehicles are not booted from the time they have parked to the time a customer has a chance to pay for parking and return with the window tag. There is clearly no proper procedure in place to ensure this doesn't happen, which is unacceptable and brings undue burden on customers that affected by this short-sighted lack of policy.

Regards,

Business

Response:

The booting appeal has been approved and the accounting department is reconciling records today and mailing out all refund checks tomorrow. Due to the short amount of time it takes to walk to the digital machine to pay for parking and return to a vehicle to place the ticket on your dash, this is not a common issue. The procedure is if a field supervisor is aware of a vehicle that has been on the lot without paying for 10 minutes, they are to boot the vehicle. They are then instructed to have the customer fill out a refund form, if they feel it was unfair. Our field supervisors have to use their best judgement in these situations. As any person, sometimes they are wrong ,which is why we offer an appeal procedure. In this circumstance, our procedure was followed and the customer's appeal was approved for refund before the complaint was filed. Usually, enforcement appeal refund checks are mailed out within two weeks. However, with the holidays and end of the year accounting practices, it was delayed this month. For that, we apologize. We also offer payment through our mobile app or advance reservations which further reduces the probability of getting a boot when walking to the kiosk. We do apologize for any inconvenience.

Review: I traveled for Memorial Weekend to NOLA. I had the terrible idea to park on this premises. I place the ticket inside my car, I did not realize that fell from the dashboard. Anyway, when I return to get into my car and drive away, I was surprised that a lock was placed on my front tire driver's side. I immediately call the phone number on the parking ticket, explained the situation and they told me that if I need the lock remove I will need to pay them an extra 50.00, on the top of the rate I can demonstrate that had paid for the parking time expended. They refuse to get any other info, nor offer another solution, they demanded money if I wanted to drive away. This is not only ridiculous, but illegal, they robbed me on plain sight. Please help me to get reimbursed and to eliminate practices like this one that scare and make tourist to reconsider expend money and time in NOLA because we are afraid that anyone is entitled to steal from us with this practices. I have the name, and car tag od the individual that demand the money and by the way introduce himself as the owner/manager. If additional info or pictures are needed please contact me back.Desired Settlement: I just want to get back the supposedly penalty, that after an argument with the guy, agreed to let me paid $31.50, not 50.00 as originally demanded.