ComplaintsforE P S

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of August 6th 2024, I got a boot on my vehicle for the 4th time.I am writing to file a complaint against a parking enforcement company that has engaged in predatory practices. The company has been placing boots on vehicles, including mine, under unfair circumstances. Specifically, their practices include:Lack of Communication: There is no visible signage or other means of communication to alert drivers of potential violations before a boot is applied. This lack of transparency prevents drivers from rectifying any issues before penalties are imposed.Unmarked Vehicles: The parking attendants operate from unmarked vehicles, making it difficult for drivers to identify or address any potential issues proactively.Extortionate Practices: The attendants appear to wait around in unmarked vehicles, looking for minor infractions to exploit. Once a boot is applied, the only way to resolve the situation and get the boot removed is to pay a $75 fee upfront, which leaves no room for dispute or clarification.These practices are not only unfair but also seem designed to maximize profit at the expense of unsuspecting drivers. I am requesting that the BBB investigate these practices and take appropriate action to ensure fair and transparent enforcement.Once you pay the required $75 it takes them hours to come get the boot off of your car.

  Business response

  08/12/2024

  To whom it may concern, it seems like this vehicle parked and booted mostly at 1 particular private property (an apartment complex). They were usually booted for no payment/ registering late and parking in a "no parking zone". We have a contract with the property which outlines the booting procedure and enforcement. The rules of parking are communicated at the lot, and we believe leasing utilized email to communicate the private property parking rules to the residents as well. All of the lots we boot at have a sign that notifies vehicle owners about booting and towing activity as set by city of Atlanta ordinances. Our technicians cannot "wait around" inside their vehicles. All of them have 20+ lots to service. Thus, there is no time for them to wait for a potential violation. Additionally, it is against company policy to just sit at a lot, and management monitors closely tech's activity through GPS tracker. All of our techs' vehicles are marked with a magnetic sign. All of our technicians are licensed with APD, and they are allowed to remove the boots at no charge if the vehicle was wrongfully immobilized without an input from management. Additionally, customers are free to dispute with management on our website www.empireparkingservices.com. The dispute process was created to address any murky immobilizations, and disputes are used as a fail-safe in case our booter did not remove a bad boot. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new apartment early this week (7/28), and as I was still moving my belongings into the apartment I was booted by EPS. It is a secure gated lot, that needs a fob to open for entry. There are no markings about booting in the lot as you can't get in without a remote-control device. I twice sent the company proof that I was a resident of the apartment and that I was properly registered to park there. I also spoke with two representatives of the company. They have refused to remove the boot from my car and make it difficult to talk to anyone. And each day they keep increasing the fees and now they are threatening to tow my vehicle. This is illegal and should be considered theft by taking.

  Business response

  08/06/2024

  To whom it may concern, the vehicle was parked at a private lot which requires residents to display a pass. EPS has a contract with the lot which outlines the rules of immobilization. The contract allows us to boot any vehicle that does not display a pass at the time of immobilization which includes residents. Presence of remote-control device or post immobilization decal placement does not cancel the boot. Therefore, each technician has denied free boot removal. Also, we charge $75 per day. Thus, each day the vehicle owner remained booted we increased our service fee by $75 which complies with Atlanta's city ordinances. However, the boots were later removed as a courtesy per property's request. 

  Additionally, EPS does not tow any vehicles because we are a booting company. Possibly, our tech was warning them of consequences of non-payment or tempering with boots, but we cannot contact a towing company without property's permission. 

  Customer response

  08/06/2024

   
  Complaint: 22076336
  
  I am rejecting this response because: Please provide contractual language that allows EPS to continue to keep boots on the vehicle and charge additional fees once they have been notified that the vehicle is legally authorized to park at that location. Also, the booting is illegal as there are no signs or marking within the secure portion of the parking lot in compliance with City of Atlanta ordinances. The company is operating illegally within this secure portion of the parking lot and clearly in violation of City of Atlanta ordinances.
  
  Sincerely,
  
  ***************************

  Business response

  08/13/2024

  To whom it may concern, unfortunately, EPS is not going to share an official contract with a customer. But we assure you, these are the property rules. The resident could confirm with the leasing/ property management  that we are allowed to boot anyone at the property if their pass not displayed at the time of immobilization. The "fob gate" is not secure. The Dagny has a problem with unauthorized vehicles sneaking past the gate (hence the enforcement procedure). The boot was not in violation of the ordinances. The EPS is responsible for "booting activity" notice signs. These are the only signs (their absence) that affect our operation at a private property. These signs are present at every lot we service as it is in compliance with Atlanta city ordinances. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I work as an office cleaning contractor at the ******************* located in the **************** complex. Empire Parking Services has booted my card on 4 other occasions knowing Im a daily worker 7 days per week. After the 5th boot they eventually removed 4 but this time outright admitted that they are not coming to remove my boot unless I pay first although they claim a technician was already dispatched to remove the boot.I am a diabetic and missed taking my insulin because I had to sleep in my car overnight at the complex. Ive been here for 8hrs. And they keep telling me someone is coming regardless if I pay or dont (because I work here) This is very confusing why they are outright extorting **** called ******************* to make a report

  Business response

  08/02/2024

  To whom it may concern, we sympathize with the customer. ******************** never wants anyone to be in danger due to our activity with a rightful or a wrongful boot. The customer was booted by our new technician who is unfamiliar with the vehicle.

  At ****************, vehicles are required to display a valid decal, or they need to be placed on the list by management to avoid immobilization. This vehicle did not have a decal displayed nor were they placed on the list. Considering the fact that they are not immobilized every day while being a 7 days per week worker, most likely our night technicians already know them, and choose not to boot the vehicle owner. 

  As we have mentioned before, they were booted by our new technician. Our technicians are allowed to skip dispatcher's request if the customer refuses to pay for a rightful boot. Due to this rule, it took a while for a technician to show up. EPS went ahead and placed the vehicle on the list to avoid any future immobilization. 

  Customer response

  08/04/2024

   
  Complaint: 22070190
  
  Im relieved I wont be getting booted anymore (after 4 boots in the exact same employee's parking space, 2 of which I caved and paid)  but I am rejecting part of this response because: My vehicle is in fact on your do not boot list from the ************************* via email.  They tried inform the tech to remove the boot and the tech first refused and then tried to leave me there AGAIN!! even ******* PD was on site over 2 shifts because I WAS LEFT SITTING OUTSIDE ON THE CURB  FROM 11PM till 11AM the next day, which because of this I missed a doctors appointment. SO "IT DID NOT Just TAKE A WHILE", YOUR COMPANY LIED TO ME, THE MANAGEMENT COMPANY AND TO ************** THAT A TECH WAS ON THE WAY. 
  
  Sincerely,
  
  ***********************

  Business response

  08/08/2024

  To whom it may concern, unfortunately the vehicle was not on the list at the time of immobilization (hence all of the previous immobilizations). Thus, there was not a way for our new technician to know that this vehicle is free to park at the property. 

  Our technicians are only allowed to accept "free boot removal" requests from our management. There are some cases where experienced technicians take in-person requests from property, however, those are authorized people which are personally acquainted with each other. Thus, tech's refusal is understandable. Anyone can claim to be anyone, and there was no way for our technician to know he was in the wrong.  

  The long wait was caused by our technician refusing to arrive for a "free removal" because there was not an official request. The customer reached our call center. The call center dispatched a tech for a paid collection. However, the customer refused to pay which led to long wait times. 

  Regardless of circumstances, the vehicle should not have been booted. The miscommunication led to a very difficult situation. We sincerely apologize for this misunderstanding. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time this has happened. My partners car was wrongfully booted even though a parking pass was made for the car and was valid at the time of the booting. Again, this caused him to be late for work and have to spend money on an ****. EPS refuses to do anything expect say sorry, and wont offer any compensation. Its unfair how if we accidentally forget to make a parking pass and get booted, we cant just say oops sorry but if they go around booting cars wrongfully, they can just say oops sorry. Simply taking the boot off (for free of course) does not make the situation right, as it obviously shouldve never been put on in the first place.

  Business response

  07/31/2024

  To whom it may concern, customer was booted at *******. They registered their vehicle at 12:44AM. This means that vehicle was not registered at the time of immobilization. This put them in violation. Violators are booted or towed at owner's expense. They were released at no charge as a courtesy. Screenshot of ******* is attached and was taken at the time of immobilization. Vehicle GPID36 is not there.

  Customer response

  07/31/2024

   
  Complaint: 22048186
  
  I am rejecting this response because:
  You are wrong. The vehicle did indeed have an active pass at the time of booting. The first pass was active from July 25 at 11:12pm until July 26 at 1:12am, during which time the car was booted, according to your records. Another pass was made on July 26 at 12:44am until 8:44am, which would overlap the first pass. So yes, the car had an active pass at the time of booting, EPS just chose to disregard it. 

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

  Business response

  08/01/2024

  To whom it may concern, as we have mentioned before, EPS does not own or control Parkeaz. We are simply given access to their system to see license plates that are currently registered. We have attached a screenshot that was taken at the time of immobilization and the vehicle GPID36 is not there (the list is alphabetized). There is nothing that we can do about the parking app as the enforcement company. 

  Customer response

  08/01/2024

   
  Complaint: 22048186
  
  I am rejecting this response because:
  Your screenshot says 10:09 PM on July 25. Obviously GPID36 is not there because according to YOU, the vehicle was booted at 12:28 AM on July 26. As provided in MY screenshots, a guest pass was made at 11:12 PM on July 25th. The vehicle was not there at 10:09 PM. You use Parkeaz to boot vehicles who dont register through Parkeaz, and if someone gets booted you want to claim there was no pass IN *******. But as soon as there is a pass and you just made a mistake, you suddenly ************. If there is a pass in *******, and ******* is the system YOU USE to determine whether a car gets booted or not, it should still be the same system you refer to to realize there was indeed a mistake on EPSs end and that you wrongfully booted a car that had an active pass in Parkeaz (the system EPS refers to). 
  Sincerely,
  
  *************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident: 07/14/2024 Location: Parking lot by *******************, Little 5 Points We had parked our car at 2:57 PM - paid $10.00 for a 2 hour parking. We went into the ****** Grille, watched the game, paid the check and left the bar at 4:56 PM. By the time we walked to the parking lot, it was just about to become 4:57 PM, the 2 hour parking limit. As we reached the car, we saw the Empire Parking Services (EPS) employee putting the boot on the car. We rushed towards him to tell him we already reached there, so he can remove the boot, but he refused. He then proceeded to finish up booting even as we protested, and walked away when we were asking why he booted our car when the 2 hours were just wrapping up. He then included the time he spent to put the boot on and said "You were 2 minutes late". We were actually on time, but he spent about 5 minutes putting the boot on, which means he started putting the boot well before our parking time had expired. This clearly shows that EPS is a scam and they just rip-off people whose parking time hasn't expired. We were then given no option but to pay $75.00 either by card or cash, and he proceeded to remove the boot. We are claiming a refund from EPS for illegally booting our parked car, for which we had paid already.

  Business response

  07/26/2024

  To whom it may concern, we have diced to refund the customer as a courtesy. The vehicle was immobilized after their registration expired. However, the timing was very close. 

  Please be advised that our technicians have a lot of properties to service. Thus, they never "wait" for someone's registration to expire. It just so happens sometimes they check customer's registration, and registration is expired 2 minutes ago. Additionally, they do not have time to argue with customers for the same reasons. Thus, if customer refuses to pay the fee (and the boot was justified), they are allowed to leave the lot to service other properties. 

  Please be advised that EPS has a dispute system on our website at www.empireparkingservices.com. This particular customer did not utilize our dispute system.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The parking was good until 9:46. I arrived at 9:42 at the front of the garage and could see my car was booted. The second car, which arrived at the same time, was not booted.

  Business response

  07/18/2024

  To whom it may concern, this particular customer did not provide any vehicle information in their BBB complaint and did not submit a dispute on our website. We do not know which vehicle or garage they are referring to. We can address the issue if we can have their vehicle information and a receipt for parking payment. 

  Customer response

  07/18/2024

   
  Complaint: 22006481
  
  I am rejecting this response because: Imy car, license ******* was booted at a ********************** garage near *********************** atl. I was there on time and the car was booted early. I even called them 2 minutes after the deadline. No way to get 2 boots on and leave in two minutes. I waited until this after noon 7/18 because I had to be at work at 3 am for an all day inventory. The incident happened last night on 7/17. 
  
  Sincerely,
  
  *************************

  Business response

  07/22/2024

  To whom it may concern, we have investigated the immobilization of vehicle RAX9153 and decided to refund the customer as a courtesy. It looks like they registered an incorrect license plate number ******** instead of ********. Therefore, their registration did not show up during an audit. A word document with original screenshot and BBB investigation is attached. 

  We advise this customer to register their license plate correctly next time to avoid immobilization.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for parking in the Ayla Aprtment deck in the amount of 7$ for an hour. I returned to my vehicle to find I'd been booted by Empire Parking Services. I still had 9 minutes left on my parking meter. I was refused when I requested the boot be removed until I paid. I attempted to contact management for Empire to no response and was left with the option to either pay or not be able to I use my vehicle and drive home for three days until the Empire dispute process was resolved. This is not right.

  Business response

  07/09/2024

  To whom it may concern, vehicle was spotted at 12:54PM. Our technician tried to give the customer a ********* grace ******* but the vehicle was not registered by 1:10PM, therefore, it was in violation and immobilized. We have attached a screenshot of Parkmobile that was taken at the time of immobilization, and a photo of the vehicle taken at 12:54PM. The customer failed to register their vehicle on time at the prepay lot which puts them in violation. Violators are booted or towed at owner's expense. 

  Customer response

  07/09/2024

   
  Complaint: 21957093
  
  I am rejecting this response because:
  

  I understand the technician performed his duties based on the info he had. But now I am presenting new information, and I'm asking for leniency, for a break, kindly. I did pay as soon as the business informed me that they did not validate. Please understand I didn't as a person want to pay 7$ to park (in an empty deck at that) if I didn't need to. Alas, they didn't validate so I paid for the parking. Please reconsider refunding me the 75$. I essentially paid 82$ to park yesterday, and that just isn't right.  

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

  Business response

  07/15/2024

  To whom it may concern, unfortunately, we cannot ***** a refund in this particular situation. The customer was late to make a payment for **********************. This puts their vehicle in violation. Violators are booted or towed at owner's expense.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7th, Sunday, at around 4:50p our vehicle arrives at *************, in search for a store that is located INSIDE the plaza. We park and spend the next ten minutes walking within the parking lot in search for this store. After being unsuccessful and deciding it wasnt in the plaza of stores we return to find our car booted. We called in question because we hadnt left the property yet the caller said we did. She was incredibly rude, demanded we pay the fee and not leave property next time. Confused we pay and the caller arrives to remove the boot. I ask her how to dispute this because I couldnt find an email on the website. She ignores me and sings as she walks away. This company is vile and your employees are disrespectful beyond recognition.

  Business response

  07/09/2024

  To whom it may concern, we require license plate number of the vehicle in violation to evaluate any complaint. 

  Customer response

  07/10/2024

   
  Complaint: 21953365
  
  I am rejecting this response because: you did not respond. There was no response from the EPS. Where is the response? What is being done to ensure residents near ************* are not being scammed $75? Where is the response?
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  To whom it may concern, the customer did not provide a license plate to their vehicle. We cannot evaluate any complaint without that information. This customer has not filled out a dispute form on our website, and they did not provide a license plate number for the ******************** complaint. We cannot comment or alleged "scam" or rudeness of our technician because without the license plate number we cannot find the vehicle in the system. We cannot see what happened on our end, and we certainty do not know which technician was responsible for immobilization of their vehicle.

  Due to lack of information, we encourage this customer to fill out a dispute on our website www.empireparkingservices.com in section "disputes". Our dispute team will be happy to evaluate their complaint and approve/ deny a refund. Additionally, this will help us to evaluate the complaint against our technician. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for parking the day I parked. Parking app says no need to display anything, physical pass sent in 2 weeks. I'm all set to go..This morning (day after) there's a boot on the car."Not registered in the app, no hang tag, nothing on display." Was the response I got from the EPS technician before he told me that instead of correcting a system error he wants $75 to remove it.I followed the rules, it's not my fault they jumped the gun and illegally booted me.

  Business response

  07/01/2024

  To whom it may concern, we were able to locate the vehicle through on online transaction ************** made. He owns vehicle with license plate number *******. The vehicle was booted on ***** 8:20PM because the vehicle was not registered. ************** is correct; vehicles do not have to display a pass. Their passes can be confirmed through an online Parkeaz system. We have attached a screenshot that was taken at the time of immobilization. The vehicle is not there. We have contacted ******* for insight and attached a screenshot provided. It looks like their permit became available on *****, but the permit was purchased on ***** 10:36PM. Screenshot it attached. Permits that are not yet purchased are invalid. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May car was booted unlawfully. The company knowingly and boldly scammed me and violated my consumer rights. EPS operates do not comply with Atlanta Code of Ordinances, Art. ********** Which outlines very specific signage that has to be visible to every parking space. Not only was there no signage at all where my car was parked there was also no way to speak to a professional. The scammer will boldly answer the phone refuse his name and inform you that he does not care about the Atlanta ordinance. Although I am still in disbelief, I have recorded the entire incident and all phone calls to support what I have stated above. Atlanta locals should beware of this company and be encouraged to file police reports if there is no visible signage that matches whats outlined Atlanta Code of Ordinances, Art. **********. Furthermore Private business owners do not reserve the right to boot cars parked on their property, according to a new ruling from the Georgia Supreme Court dating back from 2018. I am in the process of cooperating with authoritys and seeking a class action in order to protect the city of ******* from such illegal vultures.

  Business response

  07/01/2024

  To whom it may concern, we cannot locate this vehicle in the system. Please provide your license plate number and/ or the make/ model of the vehicle. This particular customer did not fill out our dispute form on our website empireparkingservices.com, and this impedes our reply to the complaint. 

  Customer response

  07/02/2024

  Please see the attached as I have provided a picture of the license plate of the car that was unlawfully booted. Also, Please see below for a public link where I have attached the following. 
  
  Public link 1: ************************************************************************
  1) Proof of the ordinance thats in place for ******* that requires signage
  2) Proof of Chip the *** speaking to public safety against the new ordinance 
  3) Audio of the *** blatantly admitting to me that he does not care about required signage or pending lawsuits
  4) Example of required signage 
  5) *** refusing to identify himself to me
  6) 3 pictures proving that no signage was visible to this parking space 
  Furthermore, I think its also important to address not only the volume of scamming that is coming from this company, but I think its important to expose this company as one of the biggest criminal enterprises Atlanta has ever seen. 
  
  Empire parking services has managed to stay under the radar by targeting people not likely to call the police young ******* ************* goers in the middle of the night. Although the demographic that they are most likely to scam, doesnt always call the police many do. Empire parking services has even been made ************ twice! Once for shooting someone they unlawfully booted. I managed to gather evidence of everything that I speak of above please click on public link number two for the following:

  
  Public link 2: ************************************************************************

  
  1)Two videos from the news one is of the shooting incident
  2) Many reviews from their yelp
  3) and a pdf of a lawsuit (class action)

  
  

  Business response

  07/08/2024

  To whom it may concern, we have decided to refund the customer as a courtesy. The vehicle was in violation. They parked in the lot which prohibits parking for non-customers and that includes the after-hours (the vehicle was booted at 2AM). There are many signs around the parking lot notifying about the rules. We have attached a photo of one of said signs that the customer saw before they turned into their parking space. Additionally, we have attached signs that can be seen at the entrance. The signs notify customers about the rules and the consequences of breaking said rules (booting). 

  Customer response

  07/08/2024

  I am writing in response to your recent communication regarding the incident where my vehicle was unlawfully booted by Empire Parking Services. 
  
  I appreciate your attempt to address the situation, but the picture you provided of a different parking lot with outdated signage does not align with the hd video footage I provided of where my vehicle was actually immobilized (in a completely different lot with zero signage). This is clearly two different parking lots. 
  
  I want to emphasize that providing misleading information will not absolve your company from the serious allegations of scamming and violating consumer rights, However I am happy that BBB gets to witness such predatory behavior first hand.
  
  You are very aware of the 2018 ordinance because you have publicly spoken out against the new laws. It is extremely concerning that despite this, your company continues to engage in unlawful practices that disregards the rights and safety of consumers and residents of ******** 
  
  EPSs unlawful violations are dangerous given an employee has already shot an innocent man that was unlawfully booted in the firsts place. 
  
  I urge your company and the BBB to take these matters seriously and address them promptly before one of the EPS employees kills someone or vice versa.
  
  It is essential to uphold the laws and regulations put in place to safeguard consumer rights and ensure fair and lawful business practices within our city.
  
  Thank you for rightfully refunding my money as I truly hope that you realize that your company ended in 2018 when the laws have changed to require very specific signage visible to every parking space and removed the rights from private owners to have cars booted. I pray that you are able to find a legal way to make money and move on from such vulture like scamming.

  Business response

  07/09/2024

  To whom it may concern, the vehicle was parked on the surveillance lot. The customer just went on the side of the building, but it is the same lot that we motioned in the previous response. The vehicle is in violation because they parked in the lot reserved for current customers of the plaza. 

  Customer response

  07/10/2024

  In regards to your last response to my claim of empire parking services unlawfully booting my vehicle. 
  
  Empire parking services was in clear violation of the law and is in fact, running a huge illegal booting ring in the city of ******** 
  
  If this is not true, I would like to request at this time proof. 
  
  Im requesting photos of the vehicle that you claim was in violation, immobilized near a visible black, white and reflective sign, visible to all parking spaces and with all required verbiage, Just as the Atlanta boarding ordinance specifically requires since 2018.
  
  For this official record, If this proof is not able to be presented I challenge the city of ************** and the BBB to begin investigating immediately. 
  
  This company is dangerous and moves as an organized crime ring, and they will not stop until the police gets involved.

  Please see below as I have provided proof that empire services was  acting outside of the Law.

  Vehicle immobilization services may only boot vehicles under the terms proscribed by City of Atlanta Code of Ordinances, Art. 5 ******* 162-268. 
  
  One required term states very specifically:
  The lettering on such signs shall be black on a white, reflective background, and shall be illuminated if out of headlight range with a very specific verbiage on the sign.

  Please click the link below for an example of the only signage that can allow a vehicle to be booted Since 2018,  the specific verbiage required since 2018 and HD footage of where my vehicle was unlawfully booted.

  ************************************************************************

  Business response

  07/18/2024

  To whom it may concern, as previously mentioned we do not require or regulate instructional signs at any lot. There are plenty of signs at this lot notifying customers that their vehicle is a subject to booting and towing if they violate parking regulations. This particular vehicle violated parking rules of a private property which makes the boot justified. 

  Customer response

  07/18/2024

   
  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 as my vehicle was never in violation.
  
  Sincerely,
  
  *********************************

*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. ↩