Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  While we were on vacation @utahparkingauthority towed 2 of our vehicles from spots we pay for. They were registered and the specialist and informed us we were all set. We should never have been towed but are working with our property management and they discounted to $900 per vehicle. Then when we paid it they said because I am filing a complaint they removed the discount and will need an additional $850 for the other vehicle. We don’t have the finances to pay, the sheriff is aware that this shouldn’t be happening and we just want our property back.

  Business response

  10/03/2024

  The complainant does not currently hold a digital permit account and is listed as a secondary owner on one of the vehicles impounded due to failure to register or assign the vehicle to a digital parking permit. The primary permit holder, the complainant's husband, established a digital permit account on May 21, 2024, at 6:24 PM.  During the sign up process, the permit holder agreed to the following stipulations:  
  
  Permit Start and End Date: I have verified the accuracy of my permit start and end dates.  Digital Permit Requires Vehicle Assignment: I understand that the vehicle I'm parking must be assigned to my digital permit. License plate MUST MATCH VEHICLE REGISTRATION: I understand that entering an incorrect license plate number will lead to enforcement actions.  
  Furthermore, the account holder agreed to the following terms and conditions:  
  
  Vehicle Information Updates: You must maintain accurate vehicle details within your permit account. The license plate must precisely match the registered vehicle information. Failure to comply may result in booting or towing.
  
  Vehicle Assignment Requirement: Before parking on the property, every permit holder must assign the vehicle they intend to park to their permit.
  
  The property requires an active digital permit with vehicle assignment and prohibits inoperable vehicles from parking on-site.  Proper notice and disclosures of the parking rules were provided prior to the enforcement actions.  UPA retains the authority to enforce verified parking violations and levy fines in accordance with the Utah Consumer Bill of Rights Regarding Towing. Our records indicate that both vehicles have been paid for and released from impound.

  Customer response

  10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: while we paid the amounts owed we should be refunded as Bret H***** had updated the app and it showed the vehicles were registered during the effective dates 9/4/2024 - 8/31/2025 as you can see in the screenshots attached. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  predatory. Awful to deal with, they are rude. I was off one letter on my license plate when I put it on the website and was booted twice. The first time I corrected my error and on the website, it didn't load and gave me an error message. When I went to talk to them about fixing this error on their website which i assume was down. The only way they would fix it on their end was by getting my dmv registration from the state of ****. I told them I was not going to do that as its not public information, and they should require it to change one letter on the license plate registered with the website. We went back and forth. I paid for the first boot then got booted twice. The second time because the spot still had the wrong plate number. I asked them to fix it and I was told that it was my fault, I was 100 percent at fault for their website not working and updating the right plate and on top of that they refused to fix the error. Why should it matter who the car is registered under, if it's my name or my mom's name that isn't their problem. I pay my rent; I pay for the spot I was one number off and I got charged twice for it.

  Business response

  09/25/2024

  I have reviewed your file, including the extensive communication youve had with the *** *********** and the property management company. Our records show that you have received multiple notices informing you of the requirement to input the correct license plate information into the digital system. This was highlighted during the sign-up process and reiterated throughout your communications with us.  You have refused to follow simple instructions.
  
  License plate numbers are unique identifiers for vehicles and serve as your digital parking permit. Even a small error, such as a missing digit or a swapped letter, will result in a completely different vehicle being identified. The system doesn't have any additional context or reference to determine if a mistake has been made. It only knows the exact data input by the user and can't intuitively know what the user meant to input.
  
  ******************************************* compliance cameras depend on the data you supply in your digital permit account. It is the permit holder's responsibility to ensure that accurate information, including the correct license plate details, is entered into their account. This license plate information is subsequently cross-referenced with the camera database to determine whether a vehicle is parked with or without proper authorization.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On March 23rd, 2024, I was wrongfully booted when in a "Future Resident" parking space at the Concord at Geneva apartments (*** * **** **, Vineyard, UT 84059). It is a parking lot that at the front states that it is a permitted lot. In past interactions with the property I have learned they do not hand out permits when touring the facility, the "Future Resident" spot is permitless. I was booted after looking at someone's apartment at night and paid the fine to get the boot off. I then went through the long process of disputing with Utah Parking Authority online on their Google form, just to wait 8 weeks to get a generated response saying they were going to have to uphold the parking fine. Utah Parking Authority stated that the signs entering the lot were the only ones that mattered, in their words "The legally required signs are posted at each entrance to the property. Any signs that are posted within the property are courtesy signs and are posted at the property management's discretion." They sell the other signs on their website, but state that it is a courtesy sign too, *************************************************. I believe this is a predatory business practice that is unreasonable for the general user of the parking lot to understand and is unfair in its enforcement. It is unreasonable to say that it is a permitted lot, but then have allowances for times when it is okay to not have a permit in "Future Resident" and times when it is okay to not have a permit in "Future Resident" unless times are also posted informing the user when it is and is not acceptable. I am attaching the three signs that I would have seen entering and parking in the lot, including the sign in front of the spot I parked in.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had temporarily rented a vehicle. The license plate number was mistyped while uploading the information in the online system. When Utah Parking Authority came through my parking lot, my plate came up as not registered. I appealed the ruling stating what happened. That day I corrected the issue with the online system and continued to park there. I didn't receive any more boots/parking enforcements.. I just received my notice on my appeal and based on the ruling it is clear that they didn't even read the comments. The reasoning for the denial is not based on anything related to the occurrence.

  Business response

  05/07/2024

  Parking enforcement compliance cameras depend on the data you supply in your digital permit account.  This license plate information is subsequently cross-referenced with the camera database to determine whether a vehicle is parked with or without proper authorization.  It is imperative for motorists to ensure the accuracy of all personal and vehicle information submitted to their digital permit account. This includes maintaining a valid and correct license plate number for the vehicle parking in the restricted lot. The responsibility for entering and updating information accurately rests solely with the individual motorist.  The cameras and software cannot guess what the correct digits on your vehicle registration should be.  Please feel free to reach out to our help center if you have any further questions.

  Customer response

  05/07/2024

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

  I was parked in my designated spot. You fined me even though no one called to have my car booted or towed. You have an appeal process built in to dispute matters but blindly reject everything. The company refuses to use any logic that would inhibit their predatory towing nature
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: March 18, 2024 Complaint about Illegal Towing. I am a resident of this complex and I pay to park here. I have a valid parking pass that I have been using to park in the designated spots. However, last night there were no spots available where I normally park, so I parked in a spot where there were no signs or pavement markings anywhere. I was towed anyways and am filing a complaint against them. I don’t think it’s fair to be penalized for parking in a spot that had no warning signs or giving any information as to the specifications needed to park in that spot. The towing company does not offer phone support, so I have been texting them all morning and they are not acknowledging the fact that there should have been a sign. They weren’t budging so I called property management who wouldn’t take responsibility and said it was between me, the landlord, and the towing company. Called my landlord and asking him to call the towing company. He called the towing company and they told him to talk to management, and management told him to talk to the towing company.

  Business response

  05/08/2024

  Dear *****,
  
  Upon thorough review of the case, including examination of parking signs, evidence videos of the parking violations, contracts, and communications with our help center, it has come to our attention that this is the second instance this year where this Honda Civic was towed for parking in the reserved stalls of the townhomes with an orange condominiums resident parking permit.  This violation was explained to you in great detail several times by our help center representatives, as well as upheld by the Utah Department of Transportation in response to your official complaint.   Accessing the townhomes' private lots requires passing two large reflective signs and several smaller courtesy signs that clearly state a purple parking permit is required from 11 AM to 8 AM. The Honda Civic in question was towed at 11:52 PM for parking without the authorized permit.  The homeowner's association requests that vehicles displaying a resident permit for the condominiums be parked exclusively in condominium permit stalls. Townhomes stalls are strictly reserved for townhome residents and explicitly prohibit parking by condominium residents and their visitors.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  Utah Parking Authority

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 28, **** Predatory towing practices for after hours in unmarked lot in **** **** near top golf

  Business response

  01/26/2024

  ****************, your vehicle was towed from a restricted permit parking only lot.  The bright red parking signs at each entrance to this private Physician's Plaza parking lot state, "CURRENT CUSTOMER ********************** ONLY.  AUTHORIZED EDGEWATER AFTER HOURS PARKING PERMIT VALID 7PM-7AM.  VIOLATORS WILL BE TOWED.  I have reviewed the evidence video of the parking violation prior to towing and have confirmed that **** Maverick was parked after hours without an authorized parking permit. 

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clear bait and switch tactics when no other options are available. Automated system promises a fee ridiculously cheaper than what they slap you with

  Business response

  07/06/2023

  We were contacted on May 20th by a customer claiming to be ********************* regarding a **** ********** that was towed from University Park Apartments.  It was origninally booted for 24 hours prior to the tow for failure to display an authorized parking permit.  Our help center texted the full document titled **** Consumer Bill of Rights Regarding Towing prior to payment of the impounded vehicle that outlines the full state regulated towing fees in detail. 

  
  

  
  

  We also gave a courtesy notice stating the daily storage fees associated with a booted and towed vehicle.  "Please Note: Daily storage fees apply to vehicles in impound. Tow - $40/day. Boot - $25/day. Booted vehicles are subject to towing at any time. We appreciate your prompt attention to this matter."

  
  

  Due to this courtesy notice, the customer's understanding was that they would only be required to pay $40 as the total fees associated with the booted and towed vehicle, rather than this being a daily storage notice for leaving the vehicle in impound.  It was explained to several times that the customer misunderstood the notice to which they responded, "Then the system should say something about extra cost of release, clear bait and switch. I understand you guys aren't gonna budge but BBB will agree with the consumer here."

  
  

  Again, we have provided you with the **** Consumer Bill of Rights Regarding Towing and the full fee breakdown.  All impound fees accrued in accordance with state and city laws.  Please let us know if you have any other questions.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughters moved into an apartment complex in Provo Ut to begin their college year. They prepaid for parking and provided their car information. They were not given a parking permit upon move-in and since the office is closed on the weekends they were told they’d get their permit the following week since there are a lot of people moving in this weekend. They woke up to a boot on their car from this company. Through text messages they refused to remove the boot until these college students paid $77.25. (Visitor parking is allowed here by the way). After providing screenshot proof that they had paid and provided proof the car was registered for parking they apologized and said it was their mistake and the lot was supposed to be on hold for the weekend due to kids moving in for the new school year. We had already paid the money, and they said it will be refunded in 5-10 business days. The owner came and removed the boot, apologized again for the “miscommunication”. My complaint is that if I hadn’t been here to fight for my kids they would have gotten away with it. When we saw one of their employees driving around the lot he said he was there to remove boots for people that had paid the fee. That means that there were other people who were booted and I am guessing they are not getting a refund like us. Two hour fight to get my daughters car boot taken off, and hopefully there will be a refund.

  Business response

  11/28/2022

  *********, again I apologize for the inconvenience that you and your children experienced.  I personally got involved and met you in the parking lot to offer a sincere apology.  There was a miscommunication between the property owner and our company about the parking enforcement on-hold date changes.  Your payment, as well as the payments from the other vehicles booted for no permit on this property that day, have been refunded.  

   

   

  Best Regards,

  
  

  Mike L*****, CEO

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was booted when I moved into a new apartment two days within me moving there I tried to pay the $75 boot release fee online through the link that they sent me. The link was not working and they informed me that I would need to pay with cash I let them know that I would pay with cash tomorrow when I got the cash out. The next morning when I woke up they had already told my car before I even had a chance to pay with cash. It’s a $300 release fee which being a single mother I did not have until I got paid and then they charge you $40 a day that your car is in storage which really made it so that I did not have the money to pull my car out seeing as that I did not get paid to the following week and then I did not have enough for my paycheck. They are literally stealing and thieving from people threatening your livelihood how you provide for your children. And their fees are so ridiculous that I won’t even have enough money when I get paid again to get my car out . Their employees are rude inconsiderate unapologetic and very unhelpful

  Business response

  08/12/2022

  I have reviewed your file and spoken with all 6 employees that have been helping you over the past 11 days.  Please review your screenshots and messages from our 24hr dispatch center.  Our records don’t match up with what you are alleging here in your complaint.  
  
  
  You were given sufficient legal notice before you were booted, towed, and before storage charges began.  We have immediately responded to any of your questions and requests over the past 11 days.  Please make prompt arrangements to release your vehicle from impound.

  Customer response

  08/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was not giving a chance to pay the $75 cash fee before they came and collected my vehicle without any notice about them towing it. The pill went from $75 to $249 dollars which I had to wait to get paid to be able to get my car out, by time I had gotten paid I have gotten a couple of $40 storage fee and as a single mother I had to decide between buying diapers and food for my daughter. You company doesn’t offer any other solutions or programs to help struggling people and with the $40 fee everyday I’ll never have enough to be able to get my car out. 
  
  Sincerely,
  ******** ****
  

  Business response

  11/28/2022

  I have reviewed your parking file, the parking enforcement contracts, evidence videos, and the extensive release conversations for multiple parking infractions at various properties.  

   

  Our records indicate that this particular incident you’re referring to, your vehicle was booted for No Permit in a restricted lot. You contacted UPE for a boot release, and the last communication with you about this incident was to notify you that your payment failed due to insufficient funds.  On Tuesday, August 2, 2022 at 7:20pm and 10:29pm, we sent you a detailed warning that your vehicle was subject to towing and immediate payment was necessary to avoid additional fees.  We didn’t hear back from you again that night.

   

  According to our parking contract and company policy, the vehicle was towed after 24 hours.  We received a text from you the next day that you plan to make a payment as soon as you can, however at that time you were informed that your vehicle was already impounded.  Over the next few weeks, we made several arrangements with you to retrieve items from your vehicle, answer all of your questions in great detail, and even deeply discounted your fees to allow you to retrieve your vehicle when you got paid.  Please let us know if you have any other questions.

   

   

  Best Regards,

  
  

  Mike L*****, CEO

• Initial Complaint

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I walked into a restaurant to deliver for Uber for 5 minutes and I got a boot put on my car.

  Business response

  11/28/2022

  I have reviewed your parking file and the accompanying parking enforcement contracts, evidence and surveillance videos, and release conversations.  The property owner has contracted for parking enforcement services due to years of parking abuse by employees and customers of Chick-fil-A and surrounding businesses.  This was explained to you in detail after you contacted UPE to release the parking enforcement device.  

   

  You were captured on surveillance video parking on the property and walking across the street to Chick-fil-A.  The legal warning signs at the entrances to the property strictly prohibit non-customers and Chick-fil-A employees and guests from parking on the property.  Our records indicate that you were provided a link to appeal the fine on July 30, 2022 at 1:25pm, but have chosen not to file an appeal.  Please let us know if you have any other questions.

   

  Best Regards,

  
  

  *********************, CEO

*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. ↩