ComplaintsforAdvanced Parking Systems Ltd

• Initial Complaint

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 20, 2024, I received a parking violation ticket at the ****************************************************. I didn't notice at the time that the printed receipt lacked the first letter of my car license but the remaining 5 numbers/letters were correct and printed on the receipt. (Receipt read: W005W. Should have read: SW005W) As requested, I uploaded my paid receipt with Imparks' violation ticket. Impark said I would hear within 10 days. No reply from Impark until on 4 June I received a 'Final Notice'. before Collection in the mail. They are impossible to contact by phone - they just don't answer the phone - at least not in a reasonable amount of time. If they send this violation to Collection it will impact my credit rating. How do I deal with this issue?

  Business response

  17/06/2024

  Hello,
  
  Thank you for forwarding **************************'s BBB complaint. We have reviewed the parking notice and the payment receipt and have voided the notice as a courtesy. Please remind the customer to remember to always enter the correct information when paying for parking.
  
  We appreciate the customer's time and patience.
  
  Regards,
  Zith

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was registering monthly car parking from their website, each time I try to register and provided all the information including credit card info, the system would show error forcing me to sign up again, next time I would sign up, it would not take the same email address forcing me to use another email address, finally at 3rd attempt my account got created and I was happy, only to find out the following day all the three email address and sign up attempt were actually activated though no email or confirmation sent but all the 3 accounts were charged, i.e. 3 times charged for actually the same account, noticing this, I urgently call their call centres 1000 times, send them multiple emails but one month was gone, but not even an email reply not phone reply back, left voice messages, I was going out of the country so neither could visit them, now this 2nd month, same thing all the 3 accounts are charged, but no reply from their side, I have not even got any acknowledging email either, a common sense would say the same park parking slot is registered in 3 different accounts but still they are not caring, as a normal customer I am worried about my car and worried about every month my card being charged. ****** **** ** ** *** ** ***** **** ***** ****** ** ******** *** ****** *** ************* ******* ******

  Business response

  02/05/2024

  Good day BBB,            

  
  

  Thank you for bringing this to our attention.

  
  

  We are unfortunate to be unable to investigate the complaint any further.  

  
  

  May we please have ******************* provide us with any receipts, permits, and any other pertinent information regarding the monthly parking, including the website the parking was purchased from.  

  
  

  We appreciate your time on this matter.      

  
  

  Regards,                

  *****

• Initial Complaint

  18/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 6, 2024 I was in ********* and purchased 2 hour parking. The rate that was shown was $13.80, however when I went to pay the amount jumped up to $17.97 They are charging 30% tax on the displayed rate The rate for 2 hours would have GST included in that as it is a service, therefore the subtotal should be $13.15 + GST .65 = Total $13.80... They are continuing to do this as I had to go back to purchase more time for additional 1.5 hours which was displayed as $10.35 but when the next window to pay came up as $13.48!!!! I live in ********, ** and if the parking fee options show the set price for the set hours, it is never taxed after. How is this allowed and needs to be explained why there they are taxing 30% on top of the rate displayed.

  Business response

  18/03/2024

  Hello *******,

  Thank you for your inquiry. Parking in the lower mainland is taxed differently than what you would experience in ********. We are subject to a Translink levy of 24% on the base rate for parking. As that tax is above 11%, according to the **** that makes GST compounded on the base plus translink levy. In effect, the total tax is 30.2%. You can find out more information about the parking taxes on Translink's webpage under "taxes and charges"

  We have purposefully excluded the tax from the parking rate so that you, as the general public, can see what taxes you pay for parking. I hope this is a satisfactory explanation for the way pricing is managed at our parking locations.

  Best regards,

  Advanced Parking 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last December, I formally requested the cancellation of my monthly parking subscription with Advanced Parking, providing all required evidence for my cancellation.Despite this clear communication, Advanced Parking continued to charge me for subsequent months, blatantly ignoring my request.It was only after a recent call to your customer service that I was informed of my service's cancellation a gross mishandling of my initial request from months ago.Alarmingly, I have received zero written confirmations or updates from Advanced Parking on any matter concerning my service, showcasing a severe lapse in customer communication and service management.Demands:I demand an immediate, written confirmation that my parking service was canceled as per my request in December, with no further delays.I insist on a full refund for the charges levied after my cancellation request, as it's clear the service was unjustly extended without my consent.Advanced Parking must address this negligence promptly. This incident reflects poorly on your companys operational integrity and customer service quality.This is not just about rectifying a billing error but about holding Advanced Parking accountable for its inadequate service and communication. I expect a swift resolution to this matter, without further excuses or delays.

  Business response

  11/03/2024

  Hello The Better Business Bureau,
  
  My name is ****** from the Monthly Parking Team at Impark.
  
  We have reviewed ****************** Monthly Parking Account and documents provided to the Monthly Parking Team.
  
  The declared cancellation request was not fully completed for cancellation on our self-serve website.
  
  As per the evidence presented by ***** ****, in bold, our cancellation instructions states:
  IMPORTANT You must click on the "Cancel Parking" button at the bottom of this page to complete your cancellation
  
  Due to the cancellation being incomplete, the requested refund will be declined. A credit on the account has been processed for a refund.
  
  We appreciate The Better Business Bureau for bringing this to our attention.
  
  Regards,
  
  ******

  Customer response

  12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like to emphasize that I had already canceled the service, and I am attaching a screenshot as evidence of the cancellation. *** ******* ******* ***** ** **** ******* ******* ** ******* *** * ****** ************ ** ** ******* Please take immediate action to rectify this issue to avoid further inconvenience and harm to both parties.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  20/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to and spoke with Advanced Parking several times since August 2023. They have over charged me, and charged me for months in which they didn't even have our space reserved for us. I have spoken with three separate representatives, each time promising a call back with a resolution within **** business days. Each time no one calls or emails in any capacity, yet they keep charging me more money every month this continues on. Every time I follow up they say there are no notes or comments about my concerns and issues on the account. They only respond when people reach out to the BBB.

  Business response

  05/12/2023

  Hello ****** ******************************** name is Zith with the Monthly Parking team at Advanced Parking.
  

  Thank you for reaching out to us and we apologize for the delayed response.
  
  We have reviewed Advanced monthly parking account ****** for ******** ******* Services and got an approval to reverse the charges below.
  
  Sept 30 Monthly Parking Charge - $8.75
  Permit Fee - $32.55
  Signage Charge - 157.50
  Oct **** Monthly Parking Charge - $169.35
  __________________________
  Total - $368.15
  
  The reference numbers are: P2-6379 and P3-11950.
  

  
  We greatly appreciate your time and patience.

  
  
  Regards,
  Zith

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am happy with the amount listed in the above summary however there is only a credit on our account for a total of $25.90. Nowhere near the $368.15.

  
  Sincerely,
  
  ****** *******

  Business response

  19/12/2023

  Hello ****** ********************* you for your patience.
  
  The reversals were applied on 05-Dec-2023, reflected on Invoice #: ***********, Date: 13-Dec-2023.
  
  Regards,
  Zith

  Customer response

  20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are also charging us late fees and interest without coming to a resolution on this problem. We have been trying to solve this for months and they are trying to squeeze any money they can from us without communicating as such. All we wanted was to be charged as per the agreement, and they are still adding more costs on. We shouldn't be charged late fees ********************* for them to come up with a solution on their end for what they wanted. Had they come to us in a timely manner and correct their invoices that are now months old, we would have paid immediately. Why are we being charged for their untimely response. We have had this stall since September and have not been able to use it once. This is a complete waste of money, and not an honest company. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  29/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid and canceled for parking at the beginning of September. Returned access card and requested to close and cancel the account. Didn't recieve refund for anything and I'm still getting charged for a service that I haven't used even once. Company trying to charge me extra for parking after I already cancelled which is clearly a violation of the terms and condtions of the ageeement. ********* ******** *** **** ******** 

  Business response

  24/10/2023

  Hello,

  
  

  My name is ****** from the Monthly Parking Department at Advanced Parking.

  
  

  We have reviewed ******************************* account.

  
  

  Investigating the proof provided, the cancellation date chosen was Decemebr 31, 2023, and is the reason for the re-occuring charges.

  
  

  We will continue to honor our Cancellation Terms and Conditions. We have changed the cancellation date to October 31, 2023, to avoid future transactions.

  
  

  A request to reverse the additional charges past September 30, 2023, has been submitted to bring the balance to zero. These requests take 3 to 5 business days.

  
  

  We thank the Better Business Bureau for bringing this to our attention.

  
  

  Regards,

  
  

  ******

  
  

  Customer response

  24/10/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  15/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for monthly parking and did not renew it as of June 2022 as I moved from BC to *******. Advanced Parking stopped billing me, and my account was zero balance owing. Then they started billing me again on October 2022. I have called Advanced Parking at least 5 times since then, spoken with at least 2 different staff, and was given a reference number for my case. I have been advised that they will fix it as it is an error on their part. However they still end up billing me again each time on the following month! The last email I received was in June 2023 from a supervisor, ****** **** * **** ***** ***** *** ** ********** *** *** ************** ****** ** ** ** ***** **** ***** *********** who assured me that this will be fixed. Guess what? They billed me yet again, and now they are charging late fees. I am worried that this may be affecting my credit score. It has been 10 months and they still havent fixed whatever issue it is on their end that keeps charging me every month, when I havent been registered for parking since June 2022. Very disappointing and frustrating, this has been stressful, and a waste of my time having to call them multiple times now trying to get this resolved.

  Business response

  25/08/2023

  Good day,     
  
  My name is ***** from Monthly Parking at Impark. We have reviewed *****'s account. We can confirm that the outstanding balance of $249.87 that was on *****'s account has been reversed and there is a balance on her account of $0.00.
  
  ***** can log into her online account on the customer portal, to view this on her invoice. 
  
  We appreciate your time on this matter.   
  
  Regards,   
  *****

  Customer response

  23/11/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  30/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Advanced parking lot near ******* ** **** ****** ******. I purchased monthly parking in January 2023 for one month. On February 06,2023 it expired and I called them to cancel my parking. I left them online messages through the website but nobody contacted me back. After a month I received mail that i have need to pay for the parking for march2023. I tried calling and contacting them again but no response. Now they made $1000 bill for no reason. Not even contacting. All i needed was talk to them to clear out stuff. But they never called just sent mail of bill. I did cancel my parking from my end. And left them a message to contact me either by call or email. None of that happened. I have no count how many times i called and they voice message system put me on hold and no answer then. Am attaching my bank statement that showed everytime i used that parking after February 06,2023 i paid for it. All the pictures of messages i sent to them. I work in *************** building and after February i got a parking ticket too from ***************** that i paid. Why would park in different spot and get a parking ticket.All this is miscommunication from their end. They did not contact me at all. Also somehow i found there email id last month and sent them an email on April 18,2023 and didnt get a reply till today.

• Initial Complaint

  28/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased monthly parking on April 6 to start April 12. ** ******* * ** ******. 21 days later and I still have no device and have not been able to park as you need the device to enter the lot. I am very frustrated. I called the MP support at ** ***** ********* on April 14 twice. The first time I was given a phone # to contact to get my device and when I called the # was not in service. Minutes later, I called MP to explain that the # was not in service. This time I was told she would put in a priority request for my device and to pay for daily parking while I wait and this will be reimbursed. I do not want to do this as I am paying for a safe gated parking lot not an open lot. She said the device would be shipped right away. I called again on April 25 and was told to pick up the device at ******* ** ******* ** *** *** ****). On April 26, I went to find it is not accessible to the public. There were #s listed on the door, so I called the MP # (*** ********). I explained that yesterday they told me to pick up the device and i am not able to enter. The person did not acknowledge this and said he would request the device. I said that this is what I was told the previous time and I still have not received anything. I asked if I could pick up the device and he informed me this is not possible. I continued to ask if I can contact anyone else or speak to a manager about this and he said to just call the # back in 5-6 days and not to worry because they have my calls logged. He also told me I will not be reimbursed for the missed parking. I asked for proof that he had requested the device again but he said no. I then called the Vancouver office # and left a message and emailed with no response. I am so frustrated. Now it’s April 27, and I still haven’t gotten the device and I am currently paying for parking I cant use. Everyone I talk to says different things. If the company is not going to provide me with the device I want to cancel my parking and be refunded.

  Business response

  09/05/2023

  We have reached out to the customer to advise them we will reverse all costs for their current assignment. We have reissued parking for them at a different rate, reset the start date to coincide with them receiving the device. An email sent to customer with map of entrance location. We have been able to resolve the issue. We consider the matter closed. 

  Customer response

  10/05/2023

  
  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.
  
  Sincerely,
  
  ****** ** *****

• Initial Complaint

  23/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********** accusation of parking on their premises when I was not even in the area. I was on Vancouver island, where I live!!!! And at work!!! to add to this whole ****. *********** collection action against me now

  Business response

  24/03/2023

  Hello *******

  We want to apologize for the inconvenience we have caused. The vehicle that was parked on our parking lot at this time was ****** while your license plate is ******. It was a human error that caused this issue. We have terminated the notice this week for you. Should you happen to receive a secondary notice in the mail (it is an automated process based on time), please disregard it. 
  

  Once again, my apologies. 
  

  
  Best regards,

  Shawn C******

*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. ↩