ComplaintsforE P S

• Initial Complaint

  09/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Empire Parking is a scam and you can tell simply by reading their ****** reviews. They boot people with valid parking and force them to pay $75 to have it removed. This cannot be legal. The whole operation needs to be shut down. My personal experience, I talked to the boot man before entering the retail and asked how validation worked. He told me to validate once I got to the restaurant (within 10 minutes). So I did exactly that. And came back to a boot. Had to pay $75 even though I had validated parking. Location clarification: *************** retail parking located behind smoothie king

  Business response

  09/27/2024

  To whom it may concern, this particular customer has filled out a dispute form on our website and was denied. The refund was denied because it was not registered at the time of immobilization (after grace ****** was given). In fact, the vehicle does not appear registered for that day at all. Screenshot of the system is attached. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was incorrectly booted at my apartment complex in the spot that I paid for. I have proof the vehicle was registered by the management company since it was a rental while my actual permitted car is being repaired. The company refused to come remove the boot without receiving a payment and the technician ended the call twice. Unable to get in touch with a dispatcher as the number on the sticker just rings. I filed disputes and have not gotten a response. The vehicle plates in question is CHS5754, and the job ID was QFSVQC

  Business response

  09/23/2024

  To whom it may concern, customer's vehicle was not registered. Screenshot of Parkeaz was taken at the time of immobilization and vehicle CHS5754 was not there. Screenshot is attached. Therefore, customer's dispute with the booter was rejected twice. The phone number on the sticker is booter's phone number. If the customer were to stay on the line just a little longer, they would be automatically dispatched to our call center. Customers also have an option of calling our 24/7 call center directly on this phone number (404) 605-9242. It is listed on our website.

  The boot was removed at no charge after the property has reached out to us and requested a courtesy boot removal. Per property, customer's vehicle was registered, but registration has expired. Therefore, the boot was rightfully placed. 

  Customer response

  10/01/2024

   
  Complaint: 22296570
  
  I am rejecting this response because: the booter disconnected, aka hung up, twice so there was no way to wait on the line to be reconnected as mentioned. The customer service line goes nowhere but to either paying for removal or continues ringing when trying to get to a manager. I also never received a response to the complaint filed via email per their website. This company and their staff are simply unprofessional when handling customers and providing customer service. 
  Sincerely,
  
  Jennifer Larkin

  Business response

  10/09/2024

  To whom it may concern, we have communication between a booter, and the customer logged. The conversation was going nowhere between them. Therefore, once informed that the boot will not be removed for free; employee felt compelled to hang up. Our technicians have other customers to take care of, and they cannot keep going in circles regarding disputes. Therefore, our 24/7 line is still available. As this customer mentioned, the phone "keeps ringing when trying to get to a manager". The phone keeps ringing because the customer is in queue to talk to said 24/7 center. Additionally, the boot was removed once the property has communicated to us the circumstances surrounding customer's situation. Screenshot is said communication is attached. 

  There is no email available for communication. We have a dispute tab on our website with a dispute form attached. However, the dispute form is designed for customers that have already paid as it takes 1-3 days for the team to respond. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for parking at 8:59, 2 minutes after I parked and they booted me while i was at the machine at 8:58. Refused to remove the boots without me paying $75 after showing them my valid parking receipt. Predatory behavior waiting for customers to walk from their car to the parking meter to boot them.

  Business response

  09/19/2024

  To whom it may concern, the vehicle was already booted at 8:58PM. Screenshot is attached. Per parking payment rules, customers are supposed to pay for ********************** before they leave the vehicle because ******* is a digital prepay registration system. Thus, our booter did not feel comfortable with providing free boot removal service. 

  However, this particular customer filled out our dispute form on our website on *****. On *****, the dispute team reviewed the case and has determined that the customer qualifies for a refund. The customer was refunded on the original form of payment on *****. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date 9/2/2024. ticket noticed at 3:30pm Empire Parking Services wrongly booted my guest's vehicle. Our HOA notified us that the apartment had changed vendors to manage parking. We registered the guest parking through them yet Empire still came and booted the car. The number on their tickets does not lead to any person and their techs do not contact you until you have paid. They legally had no right to boot any vehicle in our condominium. Habersham at ******** changed parking vendors to ParkEZ as of August 29th.We had to pay 75 Dollars to have a tech come and unboot my guest's vehicle, Thus are requesting a refund. 6 other residents suffered the same result.

  Business response

  09/07/2024

  To whom it may concern, EPS has not been formally notified about the changes in the parking enforcement rules. Therefore, our booters were guiding themselves with outdated property details on 09/02/24. Everyone was immediately refunded the next day, after the property has informed us about new Parkeaz registration. The property details were adjusted on our end, and it should not happen again. 

• Initial Complaint

  09/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company illegally booted my vehicle . There has been several complaints against this company . When I showed the attendant my phone of when I paid for the parking spot , he said I still had to pay. They are scamming people .

  Business response

  09/07/2024

  To whom it may concern, this customer has previously filled out a dispute form, and we were able to find their vehicle information for their case review. 

  Customer parked their vehicle in "wework" area at the *****. The customer has presented evidence for ********************** payment to the booter and the dispute team. However, they paid for the "Chabad Intown" location. ****** is a completely separate lot and is not associated with the Dagny. Therefore, the private property which provided parking for the customer did not receive payment for their services.

  Unregistered vehicles are considered in violation and are subjects to booting or towing.  The boot was placed rightfully because the vehicle was considered unregistered. Hence, the booter has denied free boot removal, and the refund cannot be granted.  

   

   

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is predatory and preying on individuals to make money. Parked for less than 10mins a boot was placed on the car. We were trying to validate the parking at the restaurant we were going to.Why offer parking validation if you dont give the individual a chance to even validate the parking?! Makes no sense at all.. this is a money grab, and you have to pay to take the boot off before the boot is removed and some how, no one is available to do so. But they are available to put on the boot right away. Great business you are doing! Your agents are rude and hostile.

  Business response

  09/06/2024

  To whom it may concern, we cannot evaluate this dispute because the customer has failed to provide any information regarding the vehicle. We require at least a license plate or a screenshot of their receipt for validated parking. 

  Please be advised that we have our own dispute process on our website www.empireparkingservices.com. Customers can fill out a dispute form and have their case reviewed in about 1-3 days.  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday August 23, 2024 My date paid for 2 hour parking at Brew Dog at the public parking lot (*************************************) managed by Empire Parking Services. I set a timer to make sure I was under the paid limit. I came back only an hour later to find my car booted along with 3 other people who also were under their paid time. I called them to get it resolved but they said a manager wouldn't be able to review it for 72 hours! It was 11pm and I needed to get home so I had to pay it it which I'm sure is exactly what they wanted. Predatory company. Should not be in business.

  Business response

  08/29/2024

  To whom it may concern, we require customer's license plate number to address their particular immobilization. 

  Our company does not require a "72-hour wait" to speak with a manager. There is always an operations manager on duty. However, they can be busy with other customers and tasks. Thus, we have a 24/7 customer service call center available at **************. Customers can ask for their case to be reviewed there. Additionally, our technicians are qualified to remove any boot without charge if said boot is truly wrongful. The "72-hour wait" refers to our dispute process. The dispute process is designed to evaluate refund requests. Our dispute team takes about 1-3 days to respond. 

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company lies about the time that your parking meter is up. They show you a time thats not even yours in order to scam you of $75. They hide in parking lots and the minutes that your time is up they boot your car.

  Business response

  08/29/2024

  To whom it may concern, this vehicle was parked in a prepay lot. This means, a customer cannot walk away from the lot without payment or arrive late to their vehicle. We cannot lie about the time the parking meter is up. Customers receive an email confirmation and receipts that show the time their parking is up. After their registration process is complete, the vehicle is logged into the parking app. We utilize said parking app to verify registrations. EPS does not own any parking lots or registration systems. We are simply given permission to look at the registration list by parking companies. 

  Customer's vehicle was immobilized at around 3:07PM. Their registration expired at 2:54PM. Screenshots are attached. We understand customer's frustration and suspicion due to timing, but our technicians cannot "hide" or "hangout" at any lots. Each of them has anywhere ***** properties to service within an 8-hour shift. The management also monitors tech's activity by using GPS tracking devices. Thus, the timing is unlucky, but we cannot offer a refund because as we mentioned before it is a prepay lot. It is customer's responsibility to purchase enough hours or extend their parking to avoid immobilization. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company SCREAMS scam they do not look legit and they are literally STALKERS. I left my car for maybe about ***** minutes to browse WF, Go to ******, and look at other stores nearby came back to a boot on my car.. I waved down the lady taking off the boot and let her know I was shopping in the shopping center.. she said she booted me bc I went across the street to the shops (which isnt true; Im not from the area and was using GPS bc Im literally not from here.. however I noticed the signs that said not to walk away from the car so I turned around. I immediately saw a gray vehicle drive up by my car from a distance (upon walking back) but I didnt think anything of it.. youd think theyd have stickers and signs big enough to see on their cars! Its not right that they dont have to identify themselves.. they move discreetly and watch from afar.. VERY predatory and I WILL be disputing the charge!! Its not fair that even if you are wrongfully booted the only way out of it is to pay the $75 fee. Not to mention, I had to put in my card info SEVERAL times so now I have to watch my statements to make sure none of those charges posted; apparently none of them went through and had to use another card bc the merchant (their company) was rejecting the payment, which ALSO screams scam!! Then they argue with you and catch an attitude when you express concern about the situation?? This is not how I wanted to begin my trip in a new state! Yall are DEAD wrong!!

  Business response

  08/16/2024

  To whom it may concern, this customer was booted at one of our surveillance lots. The lot is reserved for current patrons of the plaza. Therefore, anyone who is seen parking at the lot and leaving said plaza are in violation. Violators are booted or towed at owner's expense. Booters are hired to observe the customers park in a public area which is not stalking. This particular customer was caught on surveillance camera across the street. 

  All of our techs' vehicles are marked in compliance with Atlanta's city ordinances. There are numerous signs around the lot that notify customers about ********************** rules. The EPS management reviewed charges on customer's card. The card was declined every time because the address customer provided did not match the address assigned to the card. Therefore, there are no additional charges to our knowledge. 

  Customer response

  08/21/2024

   
  Complaint: 22121117
  
  I am rejecting this response because there is absolutely NOTHING professional about this business nor does it feel like its in compliance with local regulations. This company is very predatory and you all do indeed stalk people; there are several videos of you all stalking customers online .. if you have video proof of me leaving the shopping center then provide it. I went into ******; the bag was literally in my front seat!! Between there and browsing WF yall randomly came around and booted the car. It wasnt right. Very shady and predatory. There was no customer service available to speak to which further solidifies my point.. a REAL business has customer service!! As far as I know, you could be a scammer!! I am not satisfied with the service and am still awaiting refund. 

  Sincerely,
  
  Valencia B

  Business response

  08/27/2024

  To whom it may concern, we do not stalk people. It is our job to observe parkers an immobilize anyone that leaves the property at any point for any reason for any amount of time. It is kind of like security that follows shoplifters by using surveillance camera which is not stalking. In the original dispute the customer claimed that they are not from the area and were using GPS to navigate. This would be a confusing detail to add considering the customer claims they did not leave the lot. Anyways, here is a photo of the customer across the street which is all that is needed to consider a vehicle in violation. We have a 24/7 customer service available at this number **************. Additionally, our technicians release any wrongfully immobilized vehicle at no charge. They do not require permission from management.

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked my car and attempted to pay for the space on my phone (as shown in the screen shots from my browsing how many time I tried to pay) in my car before I left my car, but the link wouldn't work and I didn't have the app. You can see, I'm sure from your camera that I didn't immediately leave my car when I parked because I was busy trying to pay for my space! When I got out, it was ***************************************************** cooler air as quickly as possible due to health reasons so I walked to *************** and sat down and began trying, again to pay for the space (I'm sure you can see ON your system how many failed transactions there were duing that time, THAT WAS ME!) finally I downloaded the app, which hI was trying to avoid, and paid for THREE HOURS OF PARKING, which I didn't need as I was only there for two and when I got back my car was booted! CLEARLY I WAS TRYING TO PAY! ADDITIONALLY, as there is no clearly marked "15 minute rule" posted ANYWHERE ON YOUR SIGN despite my trying, MULTIPLE TIMES to pay for my space over a long period of time, I finally made my payment exactly 16 MINUTES from the time I took the picture of the time stamp of my plate! I demand a refund for this atrosicity and failure on the part of your payment system of which I have NO control!

  Business response

  08/16/2024

  To whom it may concern, EPS does not own the lot in zone 7245. Additionally, we do not own ParkMobile. Therefore, there is no way for us to verify how many times if any this ****** tried to pay. There is no way for us to verify the lot footage. Additionally, zone 7245 is a prepay lot. This means that there does not have to be any ***** ****** given (hence why there is not 15-minute ****** notice on the signs). However, EPS gives set ***** ****** per property's request. 

  The EPS management has decided to refund the customer as a courtesy. The vehicle owner should be advised that a refund is unlikely to be granted in the future as they did violate the parking rules. Additionally, the ***** ****** could change in the future. Thus, it would be unwise to rely on it. 

*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. ↩