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Premium Parking

3 W Garden St Suite 517, Pensacola, Florida, United States, 32502-5641

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We arrived about 15 minutes prior to our event, and parked at this site. We saw the sign that said "text this number to pay" which we did. It replied with a link to "download their ap for fastest payment option (implying there are more than 1 ways of paying). We attempted to download their ap, which was EXTREMELY slow, so when it hit 70% complete, and we were running out of time to get to our event, we looked around for another way to pay, and thought we found one. There was a kiosk that appeared to be on their property, facing their property, and you have to stand on their property to opperate it. We saw another customer attempt to use it, and it said "free parking on Sundays". To make sure, we also attempted to pay at their kiosk, and our payment was also rejected, since parking was free on Sundays. 2 hours later, we returned to the spot, and our car, the lady that also tried to pay's car, and about 6 other customers that had attempted to pay at "their" kiosk all had boots attached to our cars, and had to pay an additonal $75 to have them removed. There are "signs everywhere" like their website advertises, but their ap was nearly imposible to download at that site, and the kiosk that apparently pertains to the city's roadside parking, is landscaped into this companies property to make it look like it's actually their Kiosk. This business practice is EXTREMELY misleading, and in my opinion, borders on EXTORTION, since you must pay a rediculous fee to get your car back, because of their misleading business practices. When I called them to tell them that I was contesting this charge with my credit card company, I was transfered to 6 different extensions, and finally got an answering machine, but nobody has yet to return my call. The next time I called, they gave me a website to "appeal my complaint" but there was nothing but a "contact us" tab, and still no one has contacted me. This company, in my opinion, uses trickery to extort $75 from their customer, especially out of town customers like me.
Product_Or_Service: 2 hours parking

Desired Outcome

Refund Eventhough the $25 for 2 hours parking is outragous, and had this rate been posted somewhere that I could seen in advance (there's no parking rates posted anyway) I wouldn't have parked there in the first place, I'm willing to pay the $25 as an expensive lesson on my part. I am not; however, willing to pay the $75 "boot fee" that I feel myself, and 6 other customers were tricked into paying, and want the $75 refunded to my credit card

Premium Parking Response • Mar 02, 2020

On this particular parking lot there are approximately 10 instructional signs, which is one for every other space, each of which state very clearly to "Text P2815 to XXX-XXX". There are also additional warning signs sating the consequences of not properly paying to park. Customer apparently became impatient and assumed that a nearby municipal parking pay kiosk belonged to the parking lot. The customer claims the kiosk is on the same property as the parking lot which is inaccurate. The kiosk is on city property. We have collaborated with the city in effort to reduce this confusion but in the end, this customer ignored the instructions on the sign, assumed an alternative payment method and unfortunately faced the consequences of our policy enforcement team.

Customer Response • Mar 05, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
As the business admits, this kiosk is boardline between their property, and the city's property, and is easily, and frequently mistaken as being part of their "scam" to extort money from out of town patrons. As they admit, it's commonly mistaken as an implement of their parking lot. Eventhough it would be simple for this business to place a sign in the proximity of this kiosk explaining that "eventhough it appears to be part of their parking lot, it is not. The business, however, does have no problem reaping the proceeds their inaction, and in my opinion is extremely negligent in not exerting any effort to eliminate the confusion. All it would take for this business to stop the problem, would be to place a sign near the kiosk stating that it is not part of the parking lot, and the problem would cease. Instead, they contribute to the problem by making easy access from their property to the kiosk, and then extort $75 from each and every one of their patrons that fall into their scam. This type of fraudulent business practice will ultimately end up as a class action suit, of which I will gladly join. "If they didn't know, they should have known, and now it's documented"

Premium Parking Response • Mar 12, 2020

There is no fraudulent business practice here nor a plan to extort money from anyone. Signage clearly states instructions to pay as well as consequences. There are proper processes for customers to appeal their case or request refunds which are also stated very clearly in all documentation received through the enforcement process. Also, the suggested plan to reduce confusion by the customer is in the process of being implemented but does not negate the fact that our signage is already very clear and the customer assumed other payment processes were acceptable. Customer is welcome to reach us through those channels to initiate a full investigation into their case.

Customer Response • Mar 18, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Eventhough it's slightly refreshing to hear this business admit that the placement of the Kiosk has resulted in a great deal of confusion, and copious amounts of ill gotten profits, I recently drove past this lot, and as of 03/14/2020, they still haven't placed any signage near this kiosk to indicate that it does not pertain to this lot. Instead, they continue to mislead patrons (especially out of town guests like myself), and extort $75 from them, plus force them to endure the humiliation of having to wait on one of their employees to arrive and remove a boot off my vehicle. It's refreshing to hear them admit their guilt thru inactivity, but their stated "appeal process" is more than a joke, it's a lie. I tried 4 different times to contact them in regards to this travesty. Once, I was told to call back the next day and speak to "Appeals". When I called back, I was transferred to 7 different people, and finally was told to call back the next and speak to "Mr. I called back the next day, and left a message with Mr. voice mail, which said "I would be contacted the next day". When I hadn't heard from him in 3 days, I went on line and filled out an appeal form, and was again told I would be contacted the next day. I've never heard back from anyone. The business practices of this company aren't just flawed, they should be considered illegal, their business license should be revoked, and they should not be allowed to operate in a town where tourism in encouraged. I've left this company my email address, my home phone number, my cell phone number, and my address, and I still have not heard from them. My concern is not for the $75 they extorted from me, my concerns are for them to do the right thing, and stop the extortion of future patrons that happen upon their lot. I stand by my previous statement, this company should not be allowed to do business in this fashion, in any town

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Address: 3 W Garden St Suite 517, Pensacola, Florida, United States, 32502-5641

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