Business Profile

Parking Facilities

Diamond Parking Services, LLC

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Complaints

This profile includes complaints for Diamond Parking Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

523 total complaints in the last 3 years.
138 complaints 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.

Initial Complaint
Date:11/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Diamond Parking Service is a predatory parking service.I got a parking ticket (#**********) for exceeded posted time limit at 1:20pm on 11/7/2024. There is a 2 hour parking limit. I parked that in the morning. However, I actually pulled out for lunch that day for at least 30 minutes between 11:30pm and 1pm. I just came back and parked at the same spot.This kind of ticket is ridiculous.
Business Response
Date: 11/14/2024
Dear ****** ****,

Thank you for reaching out with your concerns regarding parking on ********************************. I understand your frustration and appreciate the opportunity to clarify our parking monitoring process.

Our parking monitors use an electronic system to track vehicles parked on each street. They conduct an initial inventory of the parked cars, and then return after the designated two-hour parking period has passed to check the vehicles again. If a vehicle is still present beyond the two-hour limit, it will receive a parking notice.

Please note that our monitoring system does not have the ability to distinguish if a vehicle leaves and then re-parks in the same location. Once a vehicle is parked on a specific street, the two-hour limit starts at the time of initial parking. Leaving and re-parking on the same street does not extend the original parking time. This policy is in line with ************* Code 11.23.022, which governs all timed parking within the city limits.

I understand this may be unfamiliar, especially since this is your first parking notice. I noticed you have already paid the fine, and as a one-time courtesy, I am happy to offer a refund for this parking notice. If you would like to proceed, please contact me directly at either **************************************** or *********************************** for me to collect the necessary details, and I will assist you in processing the refund.

Thank you again for bringing this matter to our attention. We appreciate your understanding and are here to help if you have any further questions.

Thank You,

***** *********
(He/Him Pronouns)
Operations Manager |********-********
Initial Complaint
Date:11/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
I am writing to file a formal complaint regarding an unfair parking ticket issued by Diamond Parking Ltd. while parked at ************* in *******. I believe that the ticket was issued unjustly and that Diamond Parkings enforcement practices are not in line with fair consumer treatment.Details of the Incident:On November 7, 2024, my vehicle was ticketed in the ************* parking lot (Reference #********) for Unauthorized Parking by Diamond Parking. While parked there, my brother (passenger) briefly stepped away from the mall property to hand over a water bottle and house keys to a family member who was parked nearby. Two of the three people in the vehicle proceeded to enter the mall shortly afterward, and he rejoined us to conduct business within the mall. However, Diamond Parking issued a ticket, claiming a violation due to a walk-off, as indicated on their posted signage.Concerns with Enforcement and Communication:1.Lack of Clarity and Fair Notice: While Diamond Parking has signs in place, they do not clearly explain that customers are required to enter the mall immediately upon parking or that any brief absence from the property, even for a few minutes, is prohibited. This policy, which allows no flexibility for customers engaged in mall business who may briefly step away, is unreasonable and not prominently explained.2.Strict Interpretation of Rules: Diamond Parkings response to my dispute indicated that their policy requires all occupants to remain on the property continuously, with no allowance for brief absences. I believe this interpretation of parking rules goes beyond what should be reasonably expected of customers in a mall setting.
Business Response
Date: 11/18/2024
Hello,

Please note that this location is private property, and all parking rules have been created and Diamond Parking hired to strictly enforce these rules as posted on the property, which states that drivers can only park their vehicle while they are a patron of said business/businesses on the lot. If a driver leaves the property without their vehicle, they will be subject to ticketing and/or towing. This is for any reason or amount of time. We have reviewed your correspondence and voided this notice as a one-time courtesy. Thank you for the continued support and shopping at ************** Have a great day!

Regards,

****** *****
MANAGER PARKING SERVICES ******
Initial Complaint
Date:11/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
I parked at a Diamond lot next to the *************** on Oct 26, 2024. There was no posting of parking rates or how to pay, apart from a ** code on the wall. I did not have my phone with me. There was no one to pay either upon entering or when exiting the lot, though I did not expect to park for free. The next morning, a parking fee notice was hand-delivered to my car for $61.50. According to the notice, the base rate was $55.00, with a 12-hour late fee of $35.00. I drove down to the lot in question with my phone in order to verify the amount. The amount posted by the ** code was $20.00 for 3 hours. I was parked there for fewer than 3 hours. The amount of money that Diamond Parking proposed to charge was more than 3 times the posted rate. It is poor business practice not to clearly post the rates and conditions for payment in plain language. $61.50 is usurious. It seems that it is a common practice for Diamond Parking, since they have a set format and pre-printed envelope for this scam and can pay people to drive around to hand-deliver such notices.This is an outlandish scheme to artificially inflate costs to consumers.
Business Response
Date: 11/18/2024
Hello,

Our goal with any customer, is to provide the reason the notice was issued to prevent it from happening again in the future, and then to provide a resolution. We need a little more information to research this complaint further. Can you please provide the notice number and any other information you feel is valid to the appeal of this notice? You can send it to ************************************************************************ . As soon as this is received,we can then review your specific appeal. Thank you.

Thank you,
Customer Answer
Date: 12/08/2024
I wish to reopen the complaint against Diamond Parking. Their response is inadequate to my complaint that they profit from posting misinformation.

Thank you,

***** *******
Business Response
Date: 12/18/2024
This garage used to have a person in the booth and guests would pay as you left.
When we took over, we updated it to pay by phone, which speeds up the process when exiting.
We have placed signs at all elevators and stairs on all levels of the garage. We have had very few complaints and the majority are happy with the change.
I wish you would have called us, we would have gladly voided the ticket, which I will still do.
Customer Answer
Date: 12/25/2024

Complaint: 22512310

I am rejecting this response because:
1. The business contends that the their customers like their new, pay-by-phone system. This is simply a claim and has no data backup that I can see. Perhaps the daytime business users like it since their employers likely pay. But if it were so popular, then there would not be such a well-developed system to follow-up with threats.
2. I can accept the waiver of the fee, but I would prefer to pay. The reason for the complaint to BBB was the manner that this business is run. However, when I tried to pay the original $20.00, Diamond Parking would not accept the payment that I sent. I had to complain to BBB in order to stop the threats and the 300% "fine." Since when is a private business permitted to charge a "fine?" In fact, this was their original response:
"If we let people park and then just left a ticket for the amount of the posted parking, then that defeats the purpose of us enforcing that parking is due in advance upon arrival. Our rules (which are posted in every lot, which you agreed to when you parked your vehicle and anyone that doesn't will get fined as posted) is that parking is due BEFORE you leave the vehicle in the parking lot. Like when you park on city street parking or in city parking lots and don't pay, a fine for greater than what you would have paid originally is issued. A ticket is a fine, a consequence for not paying or doing what was supposed to be done in the first place, and it will always be greater than what you originally had the option to pay had it been done at the time of visit."
This was not about me alone. This affects others also or else there would not be such a well-developed and profitable threat system in place. Is it now against the law to leave the house without a smartphone? My original complaints stand.

Sincerely,

***** *******
Initial Complaint
Date:11/06/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
On September 10, 2024 at 355pm I received a ticket for time expiring. I my time was up at 349pm and was outside walking towards my vehicle as they ticket was being issued. I even called out to the worker to which the employee did not acknowledge me and walked away, after calling out several times. That this point, I even contacted the business to dispute the ticket providing them with the same information as I felt $88 charge was unwarranted. I have tried to settle this the correct way, however, I did not even receive a notification that my dispute was upheld, no email or message. They continue to send letters saying my car will be towed and collection agency will be in touch. This company has no right to send such letters or even have the right to ignore communication with the individual seeking the dispute. Their unwillingness to work with the customer is bothersome. I would like for this organization and company to understand, I don't have the time our energy to dispute a ticket if I felt I wasn't in the right. I would like this matter to be resolve with them waving the fee.
Business Response
Date: 11/13/2024
Hello,

Our goal with any customer,is to provide the reason the notice was issued, find a resolution as to prevent it from happening again in the future.
Please note that this location is private property, all parking rules have been created by the property owner(s) and Diamond Parking has been hired to enforce these parking rules as posted on the property due to the unauthorized use on the facility. The lot in which they were ticketed is a pay parking lot, with multiple forms of payment options. Options that allows you to add extra time with having to be at the meter. It is the drivers responsibility to ensure that parking is paid for at all times while parked on the lot. We have no way of discerning how long the vehicle would remain parked without having paid past the expired time. There was an online dispute sent in on 9/11/24 and an email reply sent back on 09/13/24 to the email address they provided (suggest checking junk/spam folder). We also sent out two letters (Past Due and Final) without avail. We have however, reviewed your case/appeal and will reduce this notice as a one-time courtesy to $60. This courtesy reduction will hold on the notice until the end of day Oct 14/24. Thank you. Have a great day!

Regards,

****** *****
MANAGER PARKING SERVICES ******
Customer Answer
Date: 11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
Date:11/04/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
Filed appeal to show proof of paying for parking space with Diamond Parking service after receiving parking ticket on 10/19/2024.Parking ticket had been paid for. Submitted bank statememfs and proof of receipt.Appeal denied by Diamond Parking service.However, resubmiited appeal per email instructions and looks like second submission not accepted.On top of that, Diamond overcharging for payment after 15 days in amount of $78 not the listed $71.50.
Business Response
Date: 11/05/2024
To whom it may concern,
I have requested for the customer to be issued a refund for the citation they received on 10/19/2024, they were obviously some miscommunications on our part, and the screen shot of daily payment was not seen by the Santa Ana city managers. We apologize for the inconvenience and will have this issue resolved as soon as possible.
Thank you.

Customer Answer
Date: 11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****
Initial Complaint
Date:11/03/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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.
I went to shopping in ************************* on 10/18/2024 around 2:10 p.m and parked my car on Mall Parking lot which was always non paid parking lot. Recently it has been hanged to paid parking lot where there is no visible sign or on site parking station. When I came back from the mall after my business which was ( Flu shot of my kid and shopping in ****************) I have noticed parking noticed on dashboard saying walked off the property which is not true. I have attached my shopping receipt when I approached to the private parking authority which is Diamond Parking Ltd. saying on patrol officer noticed me going to the mall,he was waiting for me to enter the mall to give me the ticket which is trapped as I always park in the mall parking lot last 10 years without any hassle and without pay parking as it was always Free. I attached my shopping receipt as well but it got denied by the company. When I called them to explain my situation ******** ***** who is Customer ********************** Representative on October 22nd I was not given any chance to talk and he escalated the situation and harrased me verbally and hang up the phone on me which is very unprofessional approach from a company. My request would be to dispute my charge as I have valid shopping receipt on the same day within less than 2 hrs staying in a Big shopping mall.
Business Response
Date: 11/13/2024
70970043AF61D
Business Response
Date: 12/02/2024
Hello,

Our goal with any customer, is to provide the reason the notice was issued to prevent it from happening again in the future. Please note that this location is private property. Posted on the signage throughout the property states that drivers can only park their vehicle while they are a patron of the lot. If a driver is witnessed leaving the property without their vehicle, for any amount of time, they will be subject to ticketing and/or towing. Diamond Parking has been hired to enforce these parking rules due to unauthorized usage on the facility. We have however,reviewed your correspondence and voided this notice as a courtesy. Have a great day!

Regards,

****** *****
MANAGER PARKING SERVICES ******
Initial Complaint
Date:11/02/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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.
Paid for one hour of parking, when we realized it was expiring we tried to extend it, but due to cell service was unable to. So hurried back to car, but was 9 minutes late and they had ticketed the car already. Guess they get an alert and someone is standing by to rush over and ticket people. The prices they are charging in general are really absurd, but then to add on$61 for being a few minutes late is insane. I live in ****** and can tell you they are not giving the aloha Spirit to tourist or locals and it is bad for business. No pono on there part.
Business Response
Date: 11/13/2024
Mahalo, **** ********, for contacting us regarding your legitimate issued parking notice. The parking notice was issued as you were parked longer than your pre-paid time limit.
There are several team members that are conducting inventory for vehicles, and they do not know if you were 1 minute or several hours late, the system will let them know if the vehicle is authorized to park.
We are sorry that your price experience didnt quite match your expectations for parking in *********** and understand that perceptions may vary. There is another lot next door that is more than what our posted hourly rate was. It was opened and available at the time you parked, including a free County of Hawaii municipal parking lot.
At the time you parked, there was a two-hour special running for the same price that you paid for one hour. Im assuming this was an oversight on your part when you selected to park for one hour.
As you indicated about giving the Aloha Spirit and being pono, being pono means doing what is right. You were parked over the time limit; and has nothing to do with the Aloha spirit.
Our parking lot is privately owned and operated. Our goal is to gain compliance and by parking your vehicle you agreed to the terms and conditions posted regarding the governing parking spaces and limited time. While parking on any privately owned and operated parking lot drivers should be aware of their surroundings and signs that are posted at the entrance of the property, and throughout the property.
There is a posted direct phone number to enhance our customer ********************** if there were any issues with your transaction, or you could have called after and explained the situation, which we would have had you pay for the parking that was due.
As we were pono by issuing the legitimate parking notice, we will void the notice and note that you selected the incorrect parking rate, so it will credit you the two hours.

If you need additional assistance, please feel free to contact us.
Customer Answer
Date: 11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
We parked in the *************** parking lot around 2:15 pm on October 29, 2024, for a 2:30 appointment at the ************* located on the second floor o the ***************. We parked in front of a sign that states ""Reserved Parking *************** Customers." It also states there is a "2 hr. limit." A picture of the sign and a picture of our car parked directly in front of the sign are attached.We left the clinic around 2:35 -- less than half an hour later-- to find a ticket from Parking Diamond Service on our car stating it was an "unauthorized vehicle." A picture of the ticket is attached. Note that every car down the row had a similar ticket.We were an authorized user as customers seeking care from a clinic in the ***************. We were parked for less than 30 minutes for only that purpose. Looks like a total scam.
Business Response
Date: 10/30/2024
Please see attached.
Customer Answer
Date: 10/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This never should have happened, however, and I view it as an inappropriate attempt to extort money from me. It was surprising and extremely upsetting. Diamond Parking did act quickly, though, to cancel the ticket and I appreciate that.

Sincerely,

***** *******
Initial Complaint
Date:10/29/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
I am seeking assistance with a disputed parking ticket issued by Diamond Parking at **************************** parking lot. Despite submitting my appeal with supporting evidence, my request was dismissed. I believe the ticket was issued unfairly.On October 20, I received a ticket for allegedly "walking off the property" after parking at the library. Diamond Parking claimed this parking lot is for library patrons only, and any walk-off to nearby businesses is prohibited. However, their response did not address my specific situation.On that day, I went directly into the library, while my spouse and children briefly visited ***************************** to buy a toy. Aware of the parking policy, I followed the rules by heading straight into the library and stayed there. I even provided photos of our time in the library to support my claim. Despite this, my appeal was rejected with only a general response that overlooked my explanation.**Appeal Points** 1. **Direct Use of the Library**: I went directly into the library without leaving the property, adhering to the policy.2. **Evidence of Library Use**: I provided photo evidence of my time inside the library with my children.3. **No Grounds for "Walk-Off"**: The claim that I "walked off the property" is inaccurate, as I did not leave the premises. The fact that my family briefly left does not constitute a violation on my part.**Request for Fair Resolution** I believe this ticket is unwarranted. I understand and respect parking regulations, and I have no objection to paying fines when I am genuinely at fault. However, in this case, I complied fully with the library's parking rules, used the library as intended, and was still issued a ticket unfairly. I am seeking your help to address this matter and achieve a fair resolution.
Business Response
Date: 11/07/2024
Hello,

Our goal with any customer, is to provide the reason the notice was issued, find a resolution and to prevent it from happening again in the future.
This location is private property and has the parking rules posted. It is to be monitored at the request of the property manager, and Diamond Parking is provided a list of specific rules and is contracted to enforce by ticketing and/or towing based on the challenges the location faces due to unauthorized use. I have reviewed your ticket and see it was issued for unauthorized parking walk off as you were parked in a stall/lot strictly reserved only for the ****************** We have however, reviewed your case/appeal and voided this as a courtesy. Please ensure to adhere to the posted rules on private parking facilities. Thank you!

Regards,

****** *****
MANAGER PARKING SERVICES ******
Customer Answer
Date: 11/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Nahyun Ko
Initial Complaint
Date:10/28/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
3 PARKING TICKETS IM NEVER WAS ON MY PARKING I WAS IN ******** ALL THIS TIME AND IM NOT PAY YOU NOTHING THIS STARBUKS PARKING
Business Response
Date: 11/06/2024
Dear BBB,

We manage the parking lot of this property where ********* is a tenant. ********* has a validation code inside the store for 2 hours free parking for their customers,this customer was not aware of the validation system which resulted in our staff issuing parking notices on the vehcile. On this property you either pay for public parking or validate with the registered tenants (*********), the customer didn't see the notices we left on their vehicle causing them to have 3 open notices with our company.

We will go ahead and cancel these three notices since the customer stated they were unaware of them. We will also inform them that ********* has a validation system inside of the store and must be used for free parking or vehicles are subject to notices in this paid parking lot.

Thanks,

******* ******
Operations Manager: ***********
Diamond Parking Service
Customer Answer
Date: 11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* Bible

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Diamond Parking Services, LLC is NOT a BBB Accredited Business.