ComplaintsforE P S

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Empire Parking Services wrongfully booted our car, and when I tried to contact them about it there was no response. The phone number leads to an automated voice that tells you to file a dispute or contact them through the website and then automatically hangs up. I tried to contact them via email about the wrongful booting and no one reached out so I after several hours I filed a dispute. No one has reached out, but the cost continues to increase of the boot. We also registered the car the next night on guest parking the website (as the website was working this time) to be authorized to remain overnight, but the company still increase the fee. We even wrote a note and placed it on the car to see if someone from the parking company could contact us since no one was responding to our dispute. We requested a ********** to come take off the boot when the cost was $150, because we could not afford to continue to pay if the dispute was ignored and the car was towed. After one ********** said they were on their way, I had to wait two hours and they never showed up. I sent in a request again, and by the time the company sent a second ********** out, the company increased the cost of having the boot removed to $225. We felt pressured into paying the cost after the ********** said they could not adjust the cost because we were scared that the fee would increase another $150 while the company was closed for the weekend.

  Business response

  11/01/2024

  To whom it may concern, we would like to apologize for dispute's team delay. It looks like they have accidentally missed the initial inquiry. Please be advised that the dispute team is designed to review refunds, rather than active boots because disputes are not monitored 24/7. Our technicians are qualified and allowed to remove any wrongful boots at no charge. Thus, any immediate dispute can be directed to them. Nevertheless, the dispute would be denied because the vehicle was not registered at the time of immobilization. Additionally, there were no reports of system errors. 

  Customer response

  11/01/2024

   
  Complaint: 22476162
  
  I am rejecting this response because I believe we are still owed at least a partial refund. The complaint and dispute was filed within 24 hours and nowhere on your website does it clarify that the disputes are not checked regularly, nor does it clarify what falls under dispute guidelines. As a business it is your responsibility to clarify these guidelines with clients upfront. Further more, your phone lines do not allow anyone to get in touch directly with a representative to clarify this either and instead leads to an automated message that states you would be in touch within 72 hours which you were not. In addition, we requested to have the boot removed while the fee was still at $150. It is your responsibility to have a technician out within a timely manner to remove the boot instead of allowing enough time to pass that we ended up charged further. Please review the previous complaint and supporting materials. You allowed us to be charged an additional $150 from the initial time of complaint to profit off of us in an unjust manner instead of resolving the issue in a timely and professional manner. I believe we should receive a refund for as the lack of response and resolution falls on your end. Thank you. 
  
  Sincerely,
  
  ***** ****

  Business response

  11/11/2024

  To whom it may concern, the "automated 72 hour" message that customer refers to does inform about dispute process and the timeline. The message plays while the customer waits in line for our 24/7 call center to answer. Additionally, both sticker on the window and the call center puts you in touch with a representative who are able to inform about the dispute process. As it states on customer's immobilization notice sticker, fee of $75 per 24 hours is set and it is customer's responsibility to take care of the fine before it goes over 24 hours. Unfortunately, we would not be able to grant a partial refund in this case. 

  Customer response

  11/11/2024

   
  Complaint: 22476162
  
  Unfortunately, that is simply not true. There is no 24/7 call center that the line connects to. As I have previously mentioned the call will automatically disconnect and this happened to the technician as well when they tried to help us connect someone while removing the boot. We did everything by the book as per your automated message and website and the fault lies on you as you did not respond. All supporting materials have been uploaded in the previous messages. Please reread the messages and look at the attachments and provide a refund. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was booted by the company on 9/24/2024. I was required to pay $75, in exchange the boot would be removed. I was contacted by the company, and they told me payment did not go through. So I paid again. I waited, and they arrived and removed the boot. On 9/26/2024, I was charged twice, as both payments hit my account. That is pictured below. I emailed the company, and no response. On their website they say a manager will reach out within 72 hours, but it's now 10/21/24. I have called twice now. The first time the **************** agent said they would contact a manager on my behalf. The 2nd time they said that was something they are not able to do. I have been charged $150, while I should only have been charged $75. However this company makes it particularly difficult if not impossible to get into contact with them.

  Business response

  10/28/2024

  To whom it may concern, customer was accidentally double charged for their vehicle immobilization. We are unsure as to who informed the customer that we are unable to refund the double charge. Nevertheless, customer has filled out a dispute form on our website on ***** and was refunded by the dispute team on *****. The refund should reflect in their account by now. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company wrongfully booted my car in my complex I am a resident at and paid for parking at and then when contact by email by the leasing office several times in one working day they never replied or took the boot off of my car. I missed work over this the car is a rental Im out the rental money and also I am forced to pay because if I wait another day the price to remove the boot will increase from 75 to ***************************************************************************************************************************************************** options you choose you are only redirected to pay the removal fee . There is no actual customer service which is why my leasing office at my apartment which the car is registered to can not even contact these people themselves . They shouldnt be allowed to continue to operate their business in this way

  Business response

  10/22/2024

  To whom it may concern, the vehicle owner failed to register their vehicle CNI8616. Therefore, they were immobilized. Screenshot of the parking registration was taken at the time of immobilization and is attached. 

  Unfortunately, there was some miscommunication between us and the leasing office at the time of the request. Leasing has reached out to us and asked for a courtesy boot removal because the vehicle was in violation. However, they reached out to an individual manager instead of the management team. Said manager did not have access to their email until the following day. Thus, by the time we started to address the issue, vehicle has already paid. We were asked to issue a courtesy refund, and it was done the same day. 

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This parking endorsement company has signs stating that no payment within a 10 minute window will result in penalty. I was booted within 5 minute in an area where a charity had signs up parking validation with purchase. By the time I walked up to inquire about parking validation, leaving my trucks hazards on, the company booted me. Again, under 10 minutes. They do not have any sort of customer service line, any person you can speak to, with the only option of contact being payment to the company. After booting in <10 mins, they wait hours to come unboot your car and will REBOOT if you are not there immediately to move it. After doing some research, I found many, many other Atlanta citizens raising their concerns on *********** reviews and even others booted under same conditions as me. When the employee came and it was explained including the 10 minute time frame sign, he said they dont care nor pay attention to that. Its directly contradicting their signage and ability for patrons to have their parking situation lawfully squared away. Empire Parking is scamming Atlanta residents and not allowing for proper, fair disputes.

  Business response

  10/18/2024

  To whom it may concern, vehicle was not registered at the time of the audit, and therefore it was immobilized. There is not grace period at the location where the customer parked. Vehicle owners are supposed to register before they leave their vehicle. 

  Customer response

  10/18/2024

   
  Complaint: 22417577
  
  I am rejecting this response because: there is very clear signage that is contradictory to the statement the business said. The signage is permanent and visible for all residents and visitors to see. There cannot be a grace ****** listed of 10 minutes on the signage if it will not be honored. Many attempts have been made at contacting this business but they refuse to speak to me and keep sending no-reply emails. I stand by the fact that this whole scenario seems like a scam to Atlanta residents and has been reported as such by many residents on google. 
  
  Sincerely,
  
  ****** Kubricka

  Business response

  10/28/2024

  To whom it may concern, we are glad customer brought this sign to our attention and will address it with the team ****. In the meantime, we have looked up registration for vehicle GJL992 (validated or otherwise) and could not find anything on *****. If customer would like to attach a receipt for parking (either through BBB or our dispute on the website) we will be happy to provide a refund. 

  Customer response

  10/31/2024

   
  Complaint: 22417577
  
  I am rejecting this response because:

  My car was on with its hazards on. I was stopped to figure out parking for a charity pumpkin patch from which I was loading up pumpkins into my truck. The hazards were on, I was away from my vehicle for less than 5 minutes. The posted signs say you have 10 minutes to get your parking situated, AFTER 10 minutes you are subject to ticket, tow, etc. I have sent in the photos as attachments of all of this and repeated the situation several times. I have attempted to contact the company several times. They only respond through the BBB. 

  
  Sincerely,
  
  ****** Kubricka

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went shopping at the shopping center and went to The ********** and *****************. When i came back to my care they had booted it. There was another car as well and they came from the *********. We both had to pay for the *****. The lady was sitting right there under a tree and couldn't have seen everywhere we went in the center and yet she booted my car and as soon as we paid it she walked over to another car next to me and did the same thing. I am sure she didn't even see where they went. I had to pay to get my car back and i want a refund. I will see if they will give a refund and if not in 2-3 days i will be disputing my charges.

  Business response

  10/18/2024

  To whom it may concern, customer parked at a lot that is reserved for CURRENT patrons of the plaza. This customer was caught on a surveillance camera crossing the street. This put their vehicle in violation. Violators are booted or towed at owner's expense. 

  Customer response

  10/19/2024

   
  Complaint: 22415904
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  Business response

  10/24/2024

  To whom it may concern, customer did not provide an explanation to their rejection. There is nothing else we can respond to. 

  Customer response

  10/24/2024

   
  Complaint: 22415904
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  i did shop on the center and I also walked across the street. If they say I didnt then they are wrong.  I was not the only on who they pulled this on. The other care next to me was saying the same thing. Do they have a picture of me crossing the street and not shopping in the center where I parked my car?

• Initial Complaint

  10/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been booted at this complex several times in the two years that I've been a resident here. This morning my personal vehicle that is registered under my account was booted. The property manager asked that the boots be removed due to this being an error and the company refused to do so for 5 hours. I just had a rental vehicle booted last week why my main vehicle that I have always had at the complex was being worked on. This is the 3rd or 4th time the car I drive and have registered has been booted.

  Business response

  10/11/2024

  To whom it may concern, because the customer did not provide any information regarding their vehicle we cannot provide an explanation. Additionally, they did not fill out a dispute form on our website. Thus, there is no way for us to find the in our system. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 9/29/24 All cars in a parking lot were booted. The sign said, "Retail Only No Overnight Parking". I parked there for 3 hours during the daytime and it was not there overnight.I had to pay $75 for them to remove the boots.I filed a dispute on their website on 9/30/24 and they have not contacted me, nor do they answer their phone as it just goes to voicemail.

  Business response

  10/10/2024

  To whom it may concern, this customer parked in the retail area of the parking lot. The parking lot has multiple signs provided and posted by Parkeaz that notifies customers about necessary payment. However, they still did not register to park.

  Customer response

  10/11/2024

   
  Complaint: 22379573
  
  I am rejecting this response because:
  EPS said, “The parking lot has multiple signs provided and posted by Parkeaz that notifies customers about necessary payment. However, they still did not register to park.”

  That is false. There are no signs on how to register to park, pay for parking, or parking rates. Make EPS show a picture of the signs. I parked there for retail purposes which is not a violation of the posted sign that I included a photo of in my first response.

  
  Sincerely,
  
  David Weger

  Business response

  10/16/2024

  To whom it may concern, we spoke with the technician responsible for the immobilization and the boot removal. Technician informed the customer that payment was necessary, and the payment sign was posted on the wall right next to the vehicle owner. 

  Customer response

  10/18/2024

   
  Complaint: 22379573
  
  I am rejecting this response because: I've already sent my response on October 11, 2024.
  
  Sincerely,
  
  David Weger

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfairly booted. I work in the federal building across the street and I parked for all of 20 mins because our office was closed I went in at 2:08pm and cam out at 2:28pm and already had a boot for parking in the one hour parking. However, you didnt even give anyone a chance to realize this was incorrect parking and go and scan the code again or move before I was booted and charged $75 on 10/3/24. This is extortion and as a federal employee it was wrong to be charged when your signs are misleading. Especially when I have recommended co-workers to use your garage. And the boot removal person pulled up in a nice new Grey Suv ******, thats 10 easy boots a day to pay for. Someone is really using peoples money very well.

  Business response

  10/10/2024

  To whom it may concern, customer's vehicle was immobilized because they were not registered. All vehicles are supposed to register to park at this location. Screenshot of the parking app was taken at the time of immobilization and the vehicle is not there. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint regarding an incident that occurred on September 29, 2024, involving my vehicle, a 2017 **** Mustang GT. My car was booted while parked at *******************************************************************************, despite the fact that I was present on the property.The boot technician not only improperly booted my vehicle, but they also proceeded to place four boots on it. This excessive and unnecessary action caused significant damage to my vehicle, particularly to two of the rims, resulting in an estimated $2,000 in damages.I have video evidence documenting the entire incident, which clearly shows both the placement of the boots and the resulting damage to my rims. I am seeking assistance in resolving this matter, as the actions of the booting company were not only excessive but also damaging to my property.I would appreciate your help in addressing this issue and holding the responsible parties accountable.Thank you for your attention to this matter. Please let me know if you need any further details or if I can provide the video evidence.Sincerely, ****** ******* ************

  Business response

  10/07/2024

  To whom it may concern, this particular customer was booted at a lot reserved for current patrons of the plaza. They have been spotted across the street leaving the plaza, and therefore, immobilized. 

  We have reviewed the photos from the immobilization of customer's vehicle and the boots were placed on the vehicle in a way wouldn’t cause any damage. Photos are attached. Each boot is in good condition. Our boots are made so that they don’t apply any pressure to the wheel. They lock together at the base and the part that touches the wheel simply rests on it. Think of a combination lock resting inside of a locker. The boots have rubber covers on the parts that touch any of the wheel to protect the wheel as an added precaution. Additional boots were placed at direction of management because customer was under suspicion of attempting to take off/ taking off boots illegally. 

  Customer response

  10/07/2024

   
  Complaint: 22358346
  
  I am rejecting this response because:
  
  Sincerely,
  
  Deunta Lindley

  Business response

  10/11/2024

  To whom it may concern, there is nothing provided in the rejection response. 

  Customer response

  10/12/2024

   
  Complaint: 22358346
  
  I am rejecting this response because: My vehicle was damaged by multiple boots that were placed on my vehicle causing $2000 worth of damages. I have police report and body camera video evidence of this as well. I would like this issue to be rectified by receiving payment from the business in the amount of damages caused by the four boots there were placed on my vehicle. 
  
  Sincerely,
  
  Deunta Lindley

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked my car in a lot before going to work, I have a picture of the ** code for the website to pay so I paid at 2:40 PM and I paid for 12 hours. Imagine my surprise when I park at 4 and leave work at 10 to find two boots on my vehicle. Their phone doesnt go to anyone but a third party dispatch. Its been four days since Ive filed countless disputes and sent countless emails and left a number of messages on their answering machine. On top of that their ticket had no job ID either Ive spent money on Lyfts to get to work and school and I want that reimbursed immediately and more if anything has happened to my car in the meantime.

  Business response

  09/30/2024

  To whom it may concern, customer's vehicle was booted on ***** at ****** because it was not registered. Screenshot was taken at the time of immobilization. After our investigation with the property/ their financial department, it has been determined that the screenshot provided by the customer is altered and inaccurate. The payment for parking was made at 6:40PM which is about 2 hours after immobilization. Screenshot of the system is attached. Therefore, the boot was properly placed. 

  We have a 24/7 call center available which customer did not utilize until days later. They have spoken to our technicians before, and customer was informed that the boots will not be removed free of charge. Customer has filled out a dispute form, however, it was rejected because they were found to be in violation. 

*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. ↩