Complaints

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Person was waiting inside personal vehicle to boot cars in lot. There are no signs posted on this lot, there is one sign further down the shopping center behind a closed gate, and not visible, that he referenced for us as the notification of illegal parking. Predatory nature of waiting for patrons to return to cars in order to collect money before releasing boot. This company has been cited numerous times for conducting business in lots like this with almost no recourse. Parking officer ***** request signature on release although the copy we received states we had to sign, likely because knowledge of suspicious business practices.

  Business response

  07/31/2024

  The BBB has nothing to do with this on the back of your receipt it tells you the steps to file a complaint with the city of ****** and according to the law we have done everything right to protect the owner of the property whos parking spot was stolen by you 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was booting cars in a parking lot they were not allowed to be in and claiming there were signs posted, when there were clearly no signs in sight. This type of business should not be allowed to operate in the first place, they basically hold you hostage until you pay them to free your car. They know the police wont show up to do anything, this needs to be stopped.

  Business response

  06/03/2024

  On the back of the receipt is information on how to file a complaint the BBB has nothing to do with this and the city comes to all of our properties to make sure signage is correct 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on may 31, 2024 my car was illegally booted by bitlock llc while i parked in a shopping center lot at **************************************. I was eating dinner in the shopping area at the **********. They charged me $100 to remove the boot. I did not violate any parking laws or private property rules. They would not give me any other way to get my car back, without leaving it, having it towed at a greater expense, and then disputing with them later. This company has been featured on local *********** KXAN as a scam and illegal.

  Business response

  05/31/2024

  The customer parked in paid parking and didnt pay for parking so they where booted they where charged for not paying for parking and this is a issue they take up with the city of ****** not the he BBB

  Customer response

  06/01/2024

  Complaint: 21785764
  
  I am rejecting this response because:

  There are falsehoods in the business response:

  1. this is not a paid parking lot. There are no signs asking for payment and there is no way or place to pay. It is literally a grocery store parking lot with a taco stand in the middle of it. See pictures of the anchor store, and a picture of the taco stand where we were eating while booted.

  2. this is not a public parking lot. It is not monitored or ticketed by Austin ***** it is a private parking lot, a grocery store and restaurants and shops.

  3. Bitlock is not contracted by Austin ***** They could not provide me an *********** parking violation because they don't work for the ***** I checked online and there is no parking citation for me. Bitlock is acting like city parking enforcement but when i asked for the citation they wouldnt give me one. They are literally rolling up to cars after dark, putting fake boots on their cars, and holding the car and driver ****** unless you give them $100 "cash or card". 

  
  Regards,
  
  *****************************

  Business response

  06/03/2024

  If it wasnt a place to park then he wouldnt have gotten booted on the back of his receipt it gives all steps on how to take it to court the BBB has nothing to do with this at all 

  Customer response

  06/04/2024

  Complaint: 21785764
  
  I am rejecting this response because i was not given any receipt. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was illegally booted..I was going to a resturant to eat breakfast and I wasn't out of my car 30 seconds and my car was booted..the person that booted my car refuse to take the boot off even though I'm eating at the resturant where u can park on that particular premise..I called the manager .he called her told me to get her name and when I went back to premise she stated she wasn't giving me the receipt unless I signed it..then she forceful took the receipt out my hand while I was sitting in my ************** needs to be done..this lady was staring at my car from the time I got out of the car until I came back to my car laughing as if this is a joke

  Business response

  03/28/2024

  On the back of her receipt theirs instructions on how to go about doing this to take us to court by ***** law we are fallowing all laws and regulations 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I parked in the ******************** parking lot. I went across the street to get my elderly father's order who was in the hospital with my mom who just had surgery. I came right back (if there were cameras they would verify this). When I came back to go into Santarita to get the food for my Dad there was a boot on my car. I explained what I did and how I was going to the restaurant but the person there didn't care. I totally understand if someone parked their car there for an hour and did not go to any of the establishments in that parking lot but that was not the case here. Not to mention and I can attach picture if there is a place for it but the sign talking about the parking lot rules is covered by a ****/tree. I had to pay $100 to get the boot off my car in a parking lot with improper signage and despite the fact I was patronizing one of the places that parking lot serves.

  Business response

  03/05/2024

  Per *********** law, it is stipulated that signage is only required at the entrance of the property. The city has conducted multiple assessments, each affirming our compliance with regulations outlined by ***** state law. The signage prominently declares that the parking lot is designated for customers while on the property.
  It's noteworthy that ******************** himself acknowledged departing from the property, a situation that would be deemed a violation of ***** law. In the event of legal proceedings, it is likely that a judge would rule in our favor. The evidence suggests that our adherence to both city regulations and ***** state law remains consistent.
  If further clarification or documentation is necessary, please feel free to reach out.

  Customer response

  03/05/2024

  Complaint: 21184544
  
  I am rejecting this response because:  If your sign is not viewable because it is obstructed from view by a **** or tree then it might as well not be there.  If no sign, I can park and walk away all I want.  Please show me in the city ordinances where it is okay if your sign is obstructed from view.  It specifically says to the contrary.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We deserve a full refund for what happened yesterday, July 2, 2023 at around 4pm. My friend and I were parked (while sitting in our cars waiting for 30 minutes). During this time, a man sitting in his car was creepily watching us and made us feel unsafe and uncomfortable. He did not introduce himself and we decided to leave the area. We came back to our cars with boots on the tires and the man finally makes his appearance and informs us he is with a business under the name Bitlocks. We both paid $100 each to have it removed and I believe that we deserve a full refund. Reasons being:1. He (***************************) did not introduce himself that he was with a private booting company and did not warn us to not park there. 2. ****** referred to signs placed by the city (not Bitlocks) which does not authorize them to boot and charge a removal fee. It is the citys responsibility to handle these matters. 3. My friend and I obviously didnt know that we couldnt park there yet that didnt prompt ****** to make his presence known and what company he is affiliated with. He had every intention to scam us. These people throw on vests that try to make them look official and they work for the city which they Do Not. They are scammers preying on people. This happened on a Sunday and even the city doesnt charge you for parking on Sunday. Request for full refund $200.

  Business response

  03/12/2024

  Thank you for taking the time to share your concerns about your recent experience with Bitlocks. We sincerely apologize for any inconvenience or discomfort you may have experienced, and we appreciate the opportunity to address your concerns.
  Regarding your request for a full refund, we would like to provide some clarification on the situation. Our employees are instructed not to engage in direct communication with customers as a safety measure. However, we understand the importance of clear communication and will take steps to improve in this area.
  In response to your specific points:
  Introduction and Warning: We acknowledge that there may have been a lack of introduction and warning from our representative, ***************************. but due to things that have happened in the past that's considered harrasment .
  City Signs Reference: We appreciate your feedback about the reference to city signs. While our goal is to assist with parking enforcement in compliance with local regulations, we understand the confusion caused by this situation.
  Lack of Awareness and Presence: We regret any misunderstanding regarding ******'s intention. We will reinforce the importance of clear communication and ensure our representatives make their presence known appropriately.
  We would like to emphasize that our intention is not to create discomfort or inconvenience for our customers. Your satisfaction is important to us, and we are committed to making improvements based on your feedback.
  As for your refund request, we kindly ask you to follow the steps outlined on the back of your receipt to initiate the refund process. We understand that the situation may have been frustrating, and we want to ensure a fair and transparent resolution.
  If you have any further concerns or would like to discuss this matter in more detail, please feel free to contact the information on the back of your receipt to take it to court 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having a wheel "boot" placed on my vehicle after leaving it for appx 5 min. I paid the requested fee of 100$ since I am on a schedule and must be back at my place of employment. I was informed by the attendant that her "colleague" was the person that place the boot on my vehicle. I asked to see his license to do so for my records, he then stated that he did not have a license. I then received the licensed attendant's information verbally and visibly. After the boot was taken off of my vehicle, I noticed that the rim of the wheel was scraped, i attempted to bring this to their attention however they were already ignoring me and my concerns. I intend to take legal action against the company in search for a fair compensation and or replacement of my vehicle's wheel. I have taken documentation of this and will be attaching them when I am able. Additionally, you can look at the link I will provide, but according to 13-7-31 B "A licensee is prohibited from employing or otherwise allowing a person to immobilize a vehicle using a boot or other vehicle immobilization equipment owned, controlled, or operated by the licensee unless the person has a valid vehicle immobilization operator's permit."

  Business response

  03/12/2024

  Thank you for bringing your recent experience to our attention. We take your concerns seriously, and we appreciate the opportunity to address them.
  First and foremost, we want to assure you that all of our employees are required to have the proper identification as mandated by the state. We hold our team to high standards to ensure that our operations comply with all relevant regulations.
  Regarding the incident with the wheel boot, we regret any inconvenience you may have faced. We are committed to investigating the matter thoroughly and addressing your concerns appropriately.
  We have noted your intention to take legal action, and that's your write the back of your receipt gives you the steps to do so 
  Furthermore, we appreciate your reference to the relevant statute (13-7-31 B), and we are committed to ensuring compliance with all applicable laws and regulations.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had parked our rental car in the lot in back of ******************************* at 7:40 PM on 2/23. When my wife came out 15 minutes later, an individual from Bitlocks had booted our car and demanded $100 to remove the boot. They told her she could go to court and complain, but that this would take days. My wife paid the $100 and the boot was removed. Today, 2/24, I called Bitlocks. Their first number listed *************) did not pick up. An individual named "*****" - he refused to give his last name - responded when I called ************. He acknowledged that his company had received the $100 from my wife on 2/23. He said she was "illegally parked" and denied my contention that she was forced to pay this fee, saying she "left the lot." He said that he would not return our $100, and that we should "take it to court," with our attorney calling his attorney.I have been driving around major cities for *************************************** experienced anything like this. It seems like extortion to us. There are several signs on the establishments around ************************* warning patrons regarding this parking issue, and directing people to the correct parking lot. As tourists, we did not see these signs in time. A patron inside the ********************************* establishment noted the operation was a "scam" and that he was well aware of it. Several other individuals in these establishments reported they were aware of Bitlocks' activity and disapproved of it.

  Business response

  03/12/2024

  Thank you for bringing your concerns to our attention. We understand that the incident has caused frustration, and we appreciate the opportunity to address the matter.
  As you mentioned, we operate within the framework of ***** law, and we strive to uphold all legal requirements. We want to ensure that our customers are informed about their rights and the procedures to follow in case of any disputes.
  On the back of the receipt provided to you, you will find detailed information outlining the steps to pursue a refund through the legal process. This includes filing the necessary documents through the courts to address the matter formally.
  We encourage you to refer to the instructions provided on the receipt to initiate the appropriate procedures. Our team is committed to cooperating with any legal processes to ensure a fair and transparent resolution.
  If you have any further questions or require additional information regarding the refund process, please feel free to reach out. We are here to assist you within the boundaries of the law.
  Thank you for your understanding and cooperation.

*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. ↩