Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/10/24, I parked at zone ***** and paid the parking fee via the kiosk because the passport parking app had not downloaded yet. I realized I would be longer and attempted to pay for the required amount of time via the passport parking app but it kept getting stuck on the app page after I put in my payment information. I assumed after the third attempt that it went through and also that I may have been charged more than once because I kept I was unable. It appears that refreshing the app to have it go through. I appealed the ticket immediately because I was furious and it was denied. They denied the appeal and responded "Operator Comment: The private ways on Fan Pier are privately owned, but available to the public as part of Fan Piers Chapter 91 License. Street meter ********************** is a KIOSK pay by foot to park system made available on the private streets in order to offset the expenses incurred from managing such resources." They are extremely misleading in this statement as the have a sign which was shown in the pictures on the ticket website of my citation that you can also pay by passport parking app. After researching Pilgrim Parking, it looks like it has been running a scam and has many issues amongst many of the app users and meters not working for many months now. If I had legitimately gotten a ticket for an expired meter I would've paid the ticket, however this was not the case. The ticket was for $40 and an additional fee of $15 is charged if the ticket is not paid within 7 days. Thank you and I appreciate your time and consideration.

  Business response

  12/17/2024

  The citation has been deleted. My apologies for the confusion and frustration.

  Kind regards,

  ***** ********, Pilgrim Parking

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

  Customer response

  12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came to ******* early Saturday morning (12/7/24) to grocery shop. When I returned back from the store, all the roads were blocked off for a marathon or fun run. There was no signage indicating there was a run and thus I was blocked from driving on all streets. I asked an officer if he could kindly move one of the barriers so I could depart since my groceries were perishable, he said no. My only choice was to leave the vehicle there, of which I paid a parking meter for 2 hours that was labeled "out of order" (photo attached) and then paid for an **** home and paid for another **** immediately back to my vehicle, to find a $40 ticket on my windshield when I returned. I appealed the ticket, and their response was "rejected - customer did not pay meter for any time parked on property" which is not correct. Attached is proof of payment. They closed out their response by saying you cannot appeal any more. To date, I have spent 2 hours trying to reach someone at Pilgrim parking with no luck and as of now, I'm out the cost of the meter payment, the cost for 2 **** rides and now they want me to pay them $40 for a out of order meter that I did pay. It appears this is a common issue with Pilgrim parking. It's very unprofessional to have non-functional meters and reject appeals citing inaccurate ************** desired resolution is to have this ticket cancelled/discarded/deleted. I have already paid more than enough per the aforementioned. Thanks for your assistance.

  Business response

  12/12/2024

  The citation has been deleted.  My apologies for any inconvenience.

  Kind Regards,

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

  Pilgrim Parking

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

  Customer response

  12/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business, Pilgrim Parking (***** ********), that my citation has been deleted and I will not be required to pay the $40 fine.  This response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Thank you BBB for helping me to remedy this situation.  Your assistance has been very valuable as this company (Pilgrim Parking) was not reachable.
  
  Best Regards,
  
  ****** **********

• Initial Complaint

  10/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/04/24, I parked at zone ***** and paid the parking fee via the app as the meter was out of service or not functioning properly. I attempted to pay for the required amount of time via the app, and through not fault of my own I was unable, to pay the full amount. It appears that Pilgrim Parking, has been running a scam and has many issues amongst many of the app users and meters being not function for many months now. I would of normally just paid the fine, however I read all of the complaints being filed and feel like something should be done here. I appreciate your time and consideration. In addition, an additional fee of $15 is accessed if the claimed violation is not paid within 7 days. Thank you

  Business response

  10/07/2024

  My apologies for the inconvenience.  The violation has been deleted.

  Kind regards,

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

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

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to pay for parking via the app as I parked before the hours of operation of the meters (7 AM). The app wasnt working (and doesnt allow you to prepay for parking before 8 AM when they start ticketing, even if the app was working) and by the time I made it out to my car at 8:03 AM, I had a violation. This company needs to improve its systems and processes. The only process that works is that they will give you a ticket at 8 AM on the dot without allowing you a chance to pay for your parking via their systems that dont work. They are just robbing people.

  Business response

  10/01/2024

  The citation has been deleted.  My apologies for the inconvenience.  We will look into bein bale to prepay.

  Thank you,

   

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

  Customer response

  10/01/2024

  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for looking into this matter! I appreciate it.
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a ticket from this establishment for a meter that was clearly marked as broken. On 8/12/24 we were visiting the seaport and found a metered parking spot. I inserted my credit card multiple times in order to make payment but the message across the meter was that it was broken. I also took a picture of the message. When I received the ticket I checked the cars in front and behind me and also noticed that they also received similar citations, most likely because they tried to submit payment without success (attached pictures of those vehicles). I have tried to appeal and got a message back within 2 hours (around midnight of that day) that the appeal was denied. I have searched for reviews on this place and there are numerous complaints about how they do business.

  Business response

  08/20/2024

  Hi,

  My apologies for the confusion and aggravation.  The citation has been deleted.
  

  Kind regards,

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

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

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Attempted to pay for parking on 8/6/2024 at 7:15PM and the meter was out of order, which I recorded with a photograph. The company issued me a parking ticket with the option to appeal. I appealed the ticket citing the unoperational meter with the photograph as evidence and the appeal was denied under the pretense that I still should have paid through other means such as their mobile app (the meter and signage have no indication of these options). Based on previously filed complaints this appears to be a common issue with this business, so it could be concluded that the business is intentionally keeping its parking kiosks disabled for the purpose of issuing tickets to make more money. This would widely be considered a predatory business practice.

  Business response

  08/08/2024

  The violation has been deleted from the system.  My apologies for and confusion or inconvenience.

  Thank you,

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

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

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I parked my car in ******* on ************* on 7/1/24. I went straight to the meter machine and inserted the valid card to pay for parking. The display showed that the machine was out of order. I showed and had every intention to pay for parking and took a picture of the machine with the display showing that the machine wasn't working with my card inserted. I got back to my car in half an hour and it was a ticket for unpaid meter. I appealed the ticket the next day and my appeal was rejected based on the company's opinion that I didn't try every avenue to pay for parking such as using other machines or online app. Here I can see the company's tactics as blaming the customer for not paying and not running around the block searching for working stations and, in the meanwhile, having their equipment in a non-working condition. I understand that the machine may be broken but the response from the reputable company (that respects itself and its customers and adheres to fair business practices) would be to resolve the issue by accepting its fault and allowing the appeal.

  Business response

  07/08/2024

  The citation has been deleted.  My apologies for the confusion and inconvenience.

  Kind Regards,

  *****

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

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/6/2024, I parked on ************* and paid the parking fee via the app as the meter was out of service or not functioning properly. That said, I unloaded my vehicle and my two young children (2.5 yr old and a 2 week old) and proceeded to my destination. 15 minutes before my parking was set to expire at 4:07 PM, I attempted to increase the amount of time and was denied. I began packing up my children as fast as I possibly could and began to return to my vehicle. I arrived at 4:08 PM and found my vehicle ticketed by citation #********. Absolutely ridiculous that I did all the right things, paid the fee, attempted to increase the time via the app, and through not fault of my own I was unable, and made it back 60 seconds too late and was ticketed $40. After researching Pilgrim Parking, it appears this is a wide spread issue amongst many of the app users. I attempted to call the telephone number and was connected to some telemarketing call center. I ask that management do the right thing here and void the citation. And if there is any question as to the validity of what I have written above, I encourage a review of the camera footage of the area. Absolute garbage that this is the practice of pilgrim parking.

  Business response

  06/07/2024

  My apologies for the inconvenience and aggravation.  The citation has been deleted form the system.

  Thank you,

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

  Regional Vice ********** *************************************************************

  Customer response

  06/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. ***** from Pilgrim Parking was a gentleman, thank you sir. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked in the Seaport on 5/23 in Zone ***** and paid via Passport app as instructed on the broken meter. Upon returning to my car (within the 2 hour window Id paid for), there was a citation (#********) from Pilgrim Parking saying the meter was unpaid, which is not true. I immediately disputed via the appeal instructions, and it was quickly denied. There is no option to call. There is no reason to issue violations for paid meters with proof of said payment.

  Business response

  05/28/2024

  My apologies for the inconvenience.  The citation has been deleted from the system.

  Thank you,

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

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

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Boston based company, Pilgrim Parking (*********************************), has the private parking contract for Fan Pier streets in the ******* area of ******, **. I've been experiencing an issue parking here for over a year - specifically on Bond Street. The signs posted state that parking is enforced 24x7 and there are two ways to pay - either using the street meter *****S or using the Passport Parking application.The main issue is that the *****S are consistently broken, when using a valid credit card you'll receive a message saying "invalid card" when trying to pay. The second issue is that if you try to use the Passport app (which you now have to do since the ***** is broken), it doesn't allow you to start a session until 8am, so if you're parking any earlier than that you have to watch the clock and start a session at exactly 8am. This exact scenario happened this week 5/7/24, I arrived on ******** prior to 8am, tried using the *****, and got the "invalid credit card" error. At 8am I started a 1-hour session using the Passport app. I went to leave before the session expired and had a $40 ticket stating "unpaid meter". I appealed the ticket and sent a screenshot of my Passport Parking session showing a valid parking session from 8-9am. Appeal was denied by Pilgrim Parking saying they "need to see the actual receipt in order to approve the appeal". How and where am I supposed to provide an "actual" receipt and what does "actual" mean - the only proof of receipt is within the Passport Parking app which I provided.They don't allow any means of contact or communication for further appeal.As stated this basic situation of broken *****s has been happening to me on this street for about a year.Additionally I have spoken with meter attendants who work on Bond St. who acknowledge the *****S are consistently broken.I've attached proof of the valid Passport Parking application session.

  Business response

  05/14/2024

  Removed parking citation from the system.  Spoke to customer to resolve issue and to hopefully make her experience less inconvenient and aggravating in the future.

  Thank you,

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

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

  Mobile: **************

  Customer response

  05/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

*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. ↩