SpotHero review: “Bait and switch” pricing methods by SpotHero

I am writing to express my disappointment with the customer service I received during my recent interaction regarding my parking reservation. Despite the significant inconvenience and financial stress I experienced due to being charged $47 for an 11-minute parking stay, the resolution offered by your representative fell short of my expectations.

During our conversation, I felt that the representative failed to genuinely understand the gravity of my situation. Instead of addressing my concerns about the overcharge and the erroneous oversized vehicle fee, the response primarily focused on offering a credit to my SpotHero account. While I appreciate the gesture, a credit does not resolve the core issue at hand, which is the unfair charge for a service I did not use. It was frustrating to repeatedly hear that I should have called in the moment when the charge was applied, as this detracts from SpotHero’s responsibility to ensure clarity and transparency in its transactions.

Moreover, I find it unacceptable that my concerns were not escalated to someone who could authorize a refund. This experience has left me feeling undervalued as a long-time customer, especially considering that I have always appreciated the convenience of your app until now.

I urge SpotHero to reconsider its approach to customer service, particularly in how issues like mine are handled. Providing customers with appropriate resolutions should be a priority, especially when significant sums are involved.