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Business Profile

Colleges and Universities

University of Massachusetts

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:12/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To Whom It May Concern,I am writing to express my concerns regarding the University of Massachusetts Amherst's recent changes to the parking garage regulations and the lack of effective communication regarding these changes.For the past three years, students have been accustomed to the previous parking system. However, this semester, the University introduced ParkMobile as the new payment method for parking. ***** ********** itself is not the issue, the problem lies in the Universitys failure to notify students adequately about the updated regulations governing the parking garage.Between September 16 and October 3, 2024, I unknowingly accrued five parking tickets. No physical copies of these tickets were provided at the time of the violations, contrary to past practices. On November 15, I was unexpectedly billed $100 for these tickets, including charges incurred for leaving the garage merely one minute past the parking expiration time. Had I been notified through physical tickets, as was the previous practice, I could have addressed and corrected these errors immediately, avoiding additional charges.When I raised these concerns with ***************** I was informed that "everything you need to know is on the *** page." ***** this response implies that students are expected to proactively monitor the *** page for updates, it is unreasonable to expect this as the sole method of communication. As paying students, we deserve proactive notifications, such as emails or other official announcements, to ensure we are aware of significant policy changes that could result in financial penalties.Thank you for your attention to this matter. I look forward to any assistance the BBB can provide in addressing this concern.

    Business Response

    Date: 12/12/2024

    Dear ****** *********,

    UMass Amherst has received the BBB's letter referencing ******** ********* complaint and concerns with changes in the parking garage. ***** Amherst implemented a gateless parking system that utilizes ParkMobile during the Summer 2024. The implementation of gateless parking systems is utilized at peer institutions to improve efficiency. As such the change to the gateless parking system was driven by UMass Amherst to improve the throughput entering and exiting the parking garage as well as help reduce carbon emissions. There are challenges and unknowns that occur with any changes made within an organization. Within the gateless parking garage system parking citations are invoiced monthly; however, **************** has changed the invoicing from monthly to daily. This action addresses the complaint and concerns about being unaware of accruing parking citations. Additionally, reviewing ******** ********* account with **************** shows that ******** received 3 "physical citations" by **************** Garage Attendant on 9/26/2024, 10/1/2024, and 10/31/2024. 


    The parking garage changes to a gateless system was communicated University Wide to faculty, staff, and students. *********************************************************************


    The following is a link to our website detailing the gateless garage operation with a statement about violations: *****************************************************************


    UMass Amherst is committed to helping and supporting all faculty, staff and students as such a review for improving parking garage communications will be evaluated for consideration. 


    Regards,
    ******* *****
    Assistant Vice Chancellor
    Facilities & Campus Services 
    University of Massachusetts, *******
    ***********************, 212
    *********************
    *****************
    **************


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