Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 28th I bought a 1 month parking pass and apparently it did not start until September 1st however it was my first day of class and I had to have a parking pass within those 3 days the parking pass was not active I was ticketed 5 times in total and they wanted to charge $65 per ticket I still did not know the parking pass was not active yet I complained to them and they took some of the fines off but said they couldnt take them all off because technically i did not have a pass but I as the student am a broke college student and could not afford a semester parking pass so I bought the 1 month one and just not being able to park for 3 days I see as highly unethical and the way the pass was bought made it look like they were trying to trick me into buying it and not knowing it was not active so they could purposely ticket me for 3 days and try to get as much money out of me as they can I am not the only person being unethically ticketed by them as well I know many other people who have been treated badly by this company

  Business response

  10/03/2024

  Hello *****

  Thank you for reaching out to ParkUToledo.

  As you were informed by our customer service team when you called the office last month, all vehicles must have a valid parking permit or park to park on campus at The University of Toledo. There are signs at each entrance to UToledo’s main campus indicating that “all vehicles including visitors must register to park” and all parking lot entrance signs feature the words “permit or pay.”

  When you purchased your September monthly parking permit, the permit you selected stated “C Monthly Permit - September 2024 (Price: $59.85)” - I’ve attached a screenshot example of how the October monthly permit appears when beginning the purchasing process.

  After entering your license plate information, you again, must confirm your purchase. On the confirmation screen, the top line states the permit you are purchasing. In your case, it said “C Monthly Permit - September 2024 (Price: $59.85)” - I’ve attached a screenshot example of how the October monthly permit appears on the confirmation screen. During this step, you must also agree to ParkUToledo’s Rules and Regulations.
  

  You were cited for parking on campus without a proper parking permit or payment on 8/16/24, 8/27/24, 8/28/24, 8/30/24 and 8/31/24. 
  

  Due to the fact that your information was not in our system, we had to send your license plate to the **** ***. Because of this, you were not notified until late August. Due to the notification timing, we waived your tickets from 8/16/24, 8/27/24, 8/28/24 and 8/30/24 as a courtesy and only required you to pay the citation from 8/31/24. The courtesy waives brought your total from $325 down to $65 (not including credit card fees).
  

  Because you did not pay your citation within the designated 10 day period (by 9/10/24), a one-time $10 late fee was added to your citation from 8/31/24. When you called our office on 10/1/24, we waived the $10 late fee as a courtesy.
  

  You may view/update your parking permits in your parking portal at any time. Please note, your October “C” monthly permit expires on 10/31/24 at 11:59:59pm.
  

  Kind regards,
  ParkUToledo
  

  
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an initial parking citation from a company notorious for unethical behavior. Before I had a chance to look at said citation, I was repeatedly cited for the same issue. I appealed the citations. I am disallowed from registering my vehicle while there is an outstanding balance and thus could not register my vehicle while i was escalating the problem (see emails), so I was repeatedly cited for the issue that they would not allow me to fix- giving me more reason to appeal. I followed channels with a request to register my vehicle to cease further citations and attempted to pay the initial citation fee, both of which were disallowed- yet i am cotinualy cited. It has caused undue stress. They are threatening to boot/tow my car. My attempts have resulted in flippant responses.

  Business response

  01/30/2024

  Hello,
  Thank you for reaching out to ParkUToledo.
  As both our office manager and director informed **************, all of the citations issued to **************** vehicle were valid.
  All vehicles must have a parking permit or pay via meters/ParkMobile to park on ************** of ******* Campuses (both Main Campus and Health Science Campus). Guests (unless visiting **** as a patient or visiting a patient at ****) are also required to obtain a parking permit or pay to park via meters or the ParkMobile App while on campus.
  Signs are posted at the entrances to campus, the entrance to each parking lot and on light post signs inform all entities on campus that parking permits are required. Also of note, given her status with the University, ************** is eligible for a subsidized parking permit that is free of charge to her - in order to obtain the permit, her account must have a zero balance.
  On 9/11/23, ************** received a failure to register citation to which ************** replied: Thank you so much. This will not be being paid. Im a guest lecturer in the department of physical therapy. Appreciate the heads up, but this is a one time invited session.
  In response, our office manager replied:
  Good Afternoon *****,
  
  
  All vehicles parking on campus are required to be registered to a valid parking permit. You can purchase permits through your parking portal. We also offer short term parking in metered spaces or by use of the ParkMobile app but we do not offer free parking on campus.
  
  
  If you choose not to pay the citation please be aware it will be sent to collections after 90 days.
  
  
  Thank you,
  _______ (Office Manager)
  
  
  The conversation continued and our office manager reiterated that a permit is needed to park on campus.
  
  
  ************** then received ten additional citations for Failure to Register from 9/12/23 up until the most recent citation received on 1/29/24.
  
  
  Between 9/11/23 and 1/16/24 the ParkUToledo office did not receive any email or phone correspondence from ***************
  
  
  On 1/16/24, ************** emailed:
  I can't register my vehicle with outstanding citations and am appealing the appeals. 
  Perhaps the next step is to inform my supervisor that i can't attend work as scheduled 2/2 inability to park.
  
  
  The ParkUToledo office manager replied:
  Hi *****,
  
  
  You currently have no open or pending appeals with our office. All appeal decisions are final. You may not appeal the appeal decisions.
  
  
  We have reduced quite a few of your citations and at this time I will remove all late fees. That is the most we are able to do for you. The citation you received today and any potential future citations are not eligible for any reductions. Please ensure you pay your balance, purchase a permit, and follow the rules and regulations of parking on campus to avoid and future citations. If you do not pay your balance and purchase a permit you will need to pay for parking using the ParkMobile app.
  
  
  All vehicles must be registered to park on campus and you must always park with your license plate facing the drive aisle. 
  
  
  Please also note that due to your outstanding balance your vehicle is subject to immobilization any time it is found on campus.
  
  
  Kind regards,
  ______ (Office Manager)
  
  
  As addressed in our office managers response and as stated on the first page of the permit purchasing process: Please remember, if you have any outstanding balances on your account, you will NOT be permitted to purchase a new permit until your balance is paid in full. Short term parking permits can be purchased through the ParkMobile App.
  
  
  On 1/29/24, ************** paid the majority of her citations and ************************ elected to pay one of her citations. As of 1/30/24, ************** has a zero balance on her account and has obtained a valid parking permit. 
  
  
  Kind regards,
  
  
  ParkUToledo
  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 7 my son attended an event at Toledo University Bands of America. Being 16 years old he did not see the small signes posted on the sign poles. The company took a picture of our car for the violation that happened around 9:30am. He found out while attending the event he needed to pay for parking and did so online at 10:30am. When I called and stated he paid for parking they said it was not within their graced period of 15 minutes. I then asked them to refund his parking fee he paid due to him being fined and they refused. I feel this is dishonest and predatory and possibly criminal in nature. If they are going to not refund his money they should accept his payment and remove the fine. They said he paid for the rest of the day. However I asked does that mean he would have gotten more fines if he didn't do that and they said no. So not only did he pay $6.46 for parking we now have to pay an additonal $61 + fees on top of that 7. A fine of 871.43% over the price of parking also feels excessive. If I don't get either the fine removed or his $7 refunded I am going to talk to some lawyers about a class action lawsuit. If you do any simple search online you find tons of people who get hit by this company. In total I will have paid $69.94 to this company and want to have either the $61 +fees fine refunded or the $6.46 for parking refunded since it is morally wrong to charge someone twice for the same thing. I have pics of the receipts on my phone and the Citation If Can submit this and then pull it up on my phone I will add them to the images.

  Business response

  10/20/2023

  Dear ****,

  
  Thank you for reaching out to ParkUToledo.

  
  As you were informed by our customer service team when you called in, the citation will not be reduced.

  
  Per ParkUToledo’s Rules and Regulations, all vehicles must have a valid parking permit or park to park on campus at The University of Toledo.
  There are signs at each entrance to UToledo’s main campus indicating that “all vehicles including visitors must register to park” and all parking lot entrance signs feature the words “permit or pay.”

  
  For the Bands of America event on October 7, 2023 all band directors were given the appropriate parking information and were instructed to disseminate that information to their band members and attendees. There was also parking information listed for the event on the Bands of America website.

  
  As we discussed on the phone, the failure to register citation was issued at 9:30am and the permit was not purchased until 10:31am (well after the 15-minute grace period for purchasing a parking permit via the ParkMobile App). 

  
  Since the vehicle in question did not have a valid permit (or payment via meters or ParkMobile) at the time of the infraction, we are unable to waive or reduce the citation.

   

  ParkUToledo

  
  

  Customer response

  10/20/2023

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

  You refuse to atleast refund the parking that he bought for that day.  It is easy to see why you wait multiple days to issue a citation.  He paid the parking fee within an hour and had no idea he had already been ticketed.  Waiting 5 days after the parking violation happened to issue a ticket when he paid within an hour is extremely dishonest and deceptive.  This practice is deceitful because if he had know he got a ticket he could have saved the money since you would not have issued another ticket.  Some policies are put in place on purpose that help the company and not the customer. You are fully capable as a company to refund this 16 year old his $6.46.  Based off what I have heard from other people who were at the event and the complaints against your practices on the internet you have plenty of money that a simple refund to him would not break the bank.  I will also be reaching out to Bands of America telling them to avoid working with your university again.  Every other university event I have been to has people outside taking money which means everyone knows you have to pay to park and no one gets fines.  To me it feels like you don't do that because it is far more lucrative to let people park and of they miss the signs that are on the post you get to hit them up for $61 and fees.  Plus if you get lucky they find out at the event and pay thinking that they were able to do so without getting a ticket. 

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

  Business response

  10/20/2023

  Dear ****,

  
  The notification delay was due to the fact that ParkUToledo did not have the registered owner information of the vehicle that was cited. The license plate was sent to the BMV to track down the registered owner’s address. As soon as we received the street address, we sent the registered owner the citation notification.
  
  
  Since the vehicle in question did not have a valid permit (or payment via meters or ParkMobile) at the time of the infraction (within the allotted grace period), we are unable to waive or reduce the citation.
  
  
  Regards,
  ParkUToledo
  

  
  

  Customer response

  10/23/2023

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

  I am not asking for the citation to be reduced or refunded.  I am asking for you to refund the $6.46 that my son paid.  While to many this is a small amount for a high school student working part time job it is not.  The practice of allow people to pay after they are cited and still keep the money and issue the citation may be legal but I question the ethics behind it.  I was already told had he not paid there would have been no extra citation for the day.  I will continue to reject responses until he is refunded the money he paid in vain.  I also suggest you update your system to be able to know that a license plate had already been scanned.  The technology is there to know if they haven't paid to park so you should have no problem adding that feature in.  At that point it should just charge the fine and then the person is good for the day.  Refunding his money would atleast not make this feel like a money grab.

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

  Business response

  10/23/2023

  Dear ****,
  ParkMobile is a third-party affiliate of ours. You’re welcome to reach out to ParkMobile directly to request a refund.
  Regards,
  ParkUToledo
  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is terrible and predatory! They have sudents driving around enforcing ridiculous and confusing rules. Even sending parking tickets to people who never even left their vehicle. They are literally stealing money from the students. The entire university of Toledos parents fb page is full of parents complaining and trying to figure out their ridiculous rules.

  Business response

  08/31/2023

  ParkUToledo is a non-profit entity tasked with managing the day-to-day operations, maintenance and improvements of The University of Toledo's parking system.
  Ahead of the start of the school year, we have a booth at every new student fair and present at each information fair to inform new students and their guests the need for a parking permit and some of our rules and regulations.

  We also sent out parking information to all enrolled students (to their university emails) prior to the start of the fall semester informing them of the need for a permit and linking our rules and regulations. 

  Permit holders are required to read our Rule & Regulations and check a box indicating they have reviewed and agree to the Rules and Regulations in order to purchase a permit. A link to our Rules & Regulations are then emailed to each permit holder along with a receipt when they purchase their permit. Our Rules & Regulations can also be viewed on our website, www.parkutoledo.com. There is a link to our Rules & Regulations at the top center of our homepage.

  
  We would love to address/answer any questions Ms.****** has. According to our records, she does not have a permit and has not contacted our office via email or phone. 
  If she would like to provide a license plate number, rocket number or customer name, we'd happily look up the account and address her specific concerns. Our office is open Mon-Fri from 8:30am-5pm. Our email is *********************

  Thank you,

  ParkUToledo

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I go to the University of Toledo and take classes online. I was having issues with school loans and HAD to stop at the university to submit a form. I was in the building for maybe 10 minutes, and I had to put my car in the parking lot. I have been going to UT since 2011 off and on. This is my second semester fully online. I do not need a permit, but I was given a ticket for going into the building for 15 minutes tops. When I appealed I was told to pay a full $58 with fees going up to $2. I am an unemployed broke college student, who was only there to go turn in paperwork to be able to afford school. When I talked to someone they told me I should have bought a day pass. I asked if I could have my fee reduced to the price of the $5 day pass. They told me no. It is ridiculous to charge me $60 for being in a space for 15 minutes. I could maybe even understand the fine being $10, but this 1160% mark up is not okay. The spot I parked in too I thought was free parking because of the businesses within walking distance. This is absolutely ridiculous and predatory to college students who need to access the financial aid offices. I could barely afford to pay the ticket and now have to go without food for the week. Let's hope that I can get into some food banks Parked: September 21st about 3:44 -? Citation issued: September 21st 5pm I was not made aware of the day pass. I was told there are signs but I did not see any anywhere.

  Business response

  10/04/2022

  Parking services at The University of Toledo are provided by ParkUToledo, which is a separate legal entity from The University of Toledo.  ParkUToledo can be reached at ******************** or by calling ************.  This information is also available on the University’s website.

  Customer response

  10/05/2022

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

  I did not send this to the University of Toledo and was forwarded there. There is not a Park UToledo that I have been able to submit the complaint to.
  
  Sincerely,
  
  ****** *********

  Business response

  10/17/2022

  [BBB Transcription via Email]

  As of 10/14/22, the customer that filed complaint #******** does not have an active permit to park on any UToledo campus.
  
  
  The customer did have valid permits in Fall of 2020, Spring of 2021 and Fall of 2021.
  
  In order to purchase a parking permit, customers are required to agree & acknowledge our rules and regulations (please see attached “Rules and Regulations”).
  
  See Section A(1)a: “Every individual who parks or expects to park a motor vehicle (whether privately owned, leased or borrowed) on University property, at any time, must register that vehicle with the valid license plate. (i) Registration can be done through ParkUToledo.com, the ParkMobileApp or at parking meters (Enforced 24/7). (ii) The registered license plate becomes an electronic parking permit.
  
  Once a permit is purchased, an email receipt is sent to the email address the customer provided outlining permissions for the purchased permit.
  
  
  Over the three semesters the customer had a valid parking permit, she received a “Failure to Register” citation on 1/25/21. That citation was waived on 1/26/21 as a warning.
  
  
  On 8/30/2021 a physical warning was placed on the front windshield of the customer’s vehicle to remind her to register her vehicle to park on campus. The handout warning informed the customer that any future “Failure to Register” citations would not be waived.
  
  
  On Friday December 10, 2021, customer received “Your permit is about to expire” email which clearly states “If you will be parking on campus for any reason, please visit the parking portal to re-apply for your parking permit. You may also utilize the ParkMobile app in most areas on campus to purchase short term or full day parking.” 
  
  It also links to our rules and regulations and reminds all vehicles are required to have a valid parking permit.
  
  
  In regards to the customer’s current complaint – she received a citation for “Failure to Register Vehicle” at 3:44PM on 9/21/22 for parking in Area 25 on UToledo’s Main Campus without a valid parking permit. A citation was issued to the customer at 5pm on 9/21/22. In our system, we wait a minimum of one hour between when a vehicle is scanned and identified as in violation of our rules and regulations and when the citation is issued to the customer in an effort to give people ample time to purchase a parking permit after they park on campus without getting a ticket.
  
  
  The ParkUToledo office, along with The University of Toledo has worked diligently to inform all parties of campus of the requirements to park at UToledo.
  
  
  Communications to Customer that filed complaint #******** in 2022:
  
  
  We emailed the customer’s University email on Friday, August 12, 2022. The email was sent to all enrolled students at UToledo and informed all recipients of the different parking options available to all parties. It also contained important information for any vehicle operator that elects to park on campus - including: “Please remember all vehicles on campus must be registered with a permit purchased online in advance or by utilizing the ParkMobile App or a parking meter when visiting campus.”
  
  We’ve attached a pdf of the email. Please see attachment labeled “Email Sent to ******.*********@******************* on Aug 12 2022”
  
  
  On Friday, August 5, 2022, we posted an article on ParkUToledo.com containing information for all students at UToledo.
  
  ***********************************************************************************************************************
  
  
  The University of Toledo also emailed the customer via their UTNews mass email on Thursday, August, 11, 2022.
  
  ********************************************************************************************
  
  
  The University of Toledo emailed the customer via their UTNews mass email on Friday, August, 26, 2022, reminding customer that Parking Permits are required to park on campus.
  
  ***********************************************************************************************
  
  
  On Sunday, August 28, 2022, we posted a reminder on our social media (Instagram, Twitter & Facebook) that parking permit enforcement resumed on Monday, 8/29/22.
  
  ********************************************************************
  
  
  
  Additional Information Regarding ParkUToledo:
  
  Parking permits are required for all vehicles on campus seven days a week. Permits are enforced from 7am-10pm Monday-Friday and from 9am-5pm Saturday & Sunday.
  
  We enforce permits by utilizing a license plate recognition system (LPR). Our LPR system scans vehicles in the parking areas. That system identifies if vehicles are parked in accordance with our rules and regulations (does the vehicle have a permit, are they parked legally etc.)
  
  There’s a minimum of a one hour window between when a vehicle is scanned and when a citation is issued in an effort to give people ample time to purchase a parking permit after they park without getting a ticket.
  
  All entrances on UToledo’s main campus feature parking signs informing all parties that parking permits are required to park on campus (please see attached “Welcome Sign RHall”).
  
  All parking areas feature multiple signs with “PERMIT OR PAY” prominently displayed (Please see attached “Area 25 Sign”).
  
  All parking areas also feature signs on the light poles that say “PERMIT OR PAY” prominently displayed (please see attached “Light Pole Sign” & Light Pole Sign RHall”).
  
  
  
  Given all of the communication, signage and previous warnings, we will not be refunding the disputed amount.
  
  
  Please let us know if there is any additional action required by ParkUToledo.
  
  
  Best Regards,
  
  
  ******
  
  
  --
  ****** ***
  Communications Manager, ParkUToledo
  
  Location: Rocket Hall, Suite 1750
  For more parking information visit ParkUToledo.com

  Customer response

  10/17/2022

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

  I am an online student and do not plan to purchase a permit because I was only on campus for 5 minutes. This is in regard to the gross overcharge. I would be willing to pay for the day permit or the time, but the severe overcharge is ridiculous. 

  The cited reason was "failure to register permit" I do not plan on purchasing a permit. As for the other violations the one was wired because the website was giving me errors registering. And the other windshield flyer was durring the first week or two of the semester while I was waiting for my financial aid. 

  I would be willing to accept a partial refund becuase the current fee is outrageous for parking for 5- 10 minutes.

  There are reduced fees according to the website for parking violations, but the failure to register is a higher fee. I would like the reduced one as the violation being claimed does not apply.

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

  Business response

  10/18/2022

  All vehicles on campus Monday-Friday from 7am to 10pm and Saturday and Sunday from 9am to 5pm are required to purchase a parking permit (whether it be hourly, daily, monthly or by semester). Regardless of the duration, if a vehicle is on campus, a parking permit is required during permit enforcement hours (indicated above).
  

  Per ParkUToledo’s Concession Agreement with The University of Toledo, the citation pricing is set through 2025. This information was made available to the public and was posted on ParkUToledo.com in March of 2022.: *******************************************************************************************************************

  The article posted on ParkUToledo.com links to the Concession Agreement: ***********************************************************************************************************************************
  

  If a vehicle is parked on campus without an active parking permit (hourly, daily, monthly or semester), said vehicle is cited with a “Failure to Register Vehicle” violation. The fee for a “Failure to Register Vehicle” violation is $58 (as of 2022-23 academic year).
  

  The violation of “Failure to Register Vehicle” is the correct violation since the customer did not register her vehicle while parking on campus on 9/21/22 (the day her violation occurred).
  

  Given that the customer was informed that permits were required on campus during permit enforcement hours, we will not be refunding the disputed amount.
  
  Best Regards,
  ParkUToledo
  

  
  

  Customer response

  10/21/2022

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

  I was there to park for 5 minutes and it is a severe overcharge. I would pay permit prices, but a 600% fee is ridiculous for five minutes of parking. I had to stop by the rocket hall because I needed to turn in papers. The signage is confusing and does not clearly show how to purchase a pass. It does not make it clear that there are passes available. The pole flags are way too high to be clearly seen. 

  This is taking advantage of students who are required to be seen in the financial aid office. I was only there because I had student funds cut off. This is taking advantage of students. 

  if i got an email about requiring a temporary permit instead of a ticket an hour after I had already left this would not have been an issue. Instead of working with students in need the practices are actively predatory.

  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. ↩