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

522 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:04/17/2024
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.
On April 16, 2024 I pulled into the ************************************ area to park my car as the ************************************************** parking lots were full. I believed I was parking in a mall as we do often at ***********, ************ and *****************. I saw no signs that it was a private parking lot and payment was required. The next day I discovered a Payment Notice issued by Parking Diamond Service for $83.15 tucked under a windshield wiper. I noticed there is no officer number to indicate who issued the notice but under comments and photos on file it is clear that someone was watching me as I walked away from the parking area. This was very disturbing to me as I felt someone was stalking me. The $83.15 amount if paid within 10 days, otherwise $120.00 seem outrageous compared to much lower city parking tickets. As a result, I contacted the company on the back of the notice with the intent to certainly pay for what I owed for parking there but was met by a rude, dismissive attendant who said No one can change that and your only option is to pay what the notice requires. At that point, I asked if I could speak to someone in management and again he stated, No one can change the ticket and theres no point calling anyone else. When I insisted that I wanted to speak to a manager, he said This call is over and he hung up. I proceeded to call back several times but each time the phone was picked up and hung up immediately. A few minutes later, I called the same number but put in a code to a different department. The lady who answered the phone said that she would transfer my call to someone in management and that I could leave a message if the person wasnt there, which I did. 5 hours have passed, and I have yet to receive a call back. Researching Parking Diamond, I have learned that this company does not have BBB accreditation and the word scam seems to be permeate a lot of the complaints from customers. I am willing to pay what is fair for an hour of parking.
Business Response
Date: 05/01/2024
Hello,

Please note that this lot is Private Property and as per the signage on the property you are not permitted to leave your vehicle parked here and leave to go elsewhere. Doing so will result in ticketing and/or towing. In this case the patroller noted the occupant leaving the lot to go to the clinic, which is not permitted, as the clinic has parking for their customers. When the customer called our General Information line they were given instructions on how to appeal your notice online. This is also stated on the back of the notice (All appeals must be done in writing). The agents the customer was directed to were not the individuals who are authorized to handle parking ticket disputes over the phone. It is noted and recorded that the customer called numerous times insisting that the ticket be cancelled. If the customer has documentation showing that business was conducted at ************* we would be happy to review this for them.

Regards,

***********************
MANAGER PARKING SERVICES ******
Business Response
Date: 05/01/2024
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.
Please note that this facility is Private Property and one of the terms and conditions on the signage posted is to not leave the property without their vehicle. Doing so will result in ticketing and/or towing. In this case, the officer witnessed and noted the occupant leaving the parking lot to go to a neighboring clinic, which does have their own parking and is prohibited per these terms and conditions. When calling into the General Information line, instructions would be given on how to dispute a notice online. It is also stated on the back of the notice, that all appeals must be done in writing. The agents are there to offer Customer **********************/General Information and assistance for online disputes. They do not handle parking notices or conclude directly over the phone as there is a formal process in place to properly document cases. It was noted and recorded that repeated calls were placed from this number insisting the ticket is cancelled. If documentation is available showing business was conducted at *************, it can be submitted to me directly at *************************************** and I will happily review. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 05/02/2024

Complaint: 21590853

I am rejecting this response because:
We do not dispute the facts that:
a)this lot is Private Property
b)that there is signage with pertinent information.
We also agree that we were given instructions via phone on how to appeal on line and that the process is stated on the back of the notice as well.
What we contend is that given that we are not familiar with this location (we live on the other side of the city), given that weather conditions (blowing rain/snow) made it impossible to see let alone read the signage and given that the mall we frequent has only free public parking, we never considered looking for pay stations.
What is not accurate in the businesss statement is the claim that we asked the agent to simply cancel the fine. We instead asked to speak to a manager or supervisor. The agent was adamant that we were not going to get past him. We called a second time. Every subsequent call received a quick hang up with no word spoken. So to say insisting that the ticket be cancelled. is simply not true.
Given all of the above, we are suggesting that this situation can reasonably be resolved by having the business charge us a fee corresponding to one hour of parking at this location as we never intended to be opportunistic and purposely take advantage of a private parking facility.
Please note: We would have never ended up at this location had we been able to find a parking spot at the **************************************************. It was imperative to park and enter the hospital promptly as we had an important medical appointment which we could not afford to miss.

Sincerely,

***********************
Business Response
Date: 05/14/2024

In consideration of the circumstances and our obligations,as one time courtesy, we have reduced the notice to $45. This will hold on the account until the end of business day May 16th.

Regards,

***********************
MANAGER PARKING SERVICES CANADA
Customer Answer
Date: 05/14/2024

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:04/17/2024
Type:Sales and Advertising 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 has issued me a parking fine, which is illegal. Now they are trying to forward the case to a collection company. The Case:On January 17th, 2024, I received a letter in my mailbox, regarding "Past Due Notice", which made me completely surprised, because I was never notified about any supposed fine. I went to the Diamond Parking website to check what are the reasons for this fine, but I couldn't find any information, other than photos. What is this about? Why did I receive a fine?Let's get to the facts:1 - I saw in one of the photos, that there is a small piece of paper on the windshield, in the passenger's far left side, not the driver's side, which didn't allow me (the driver) to view it, which means being notified. I never saw this paper, and the only reason why I know about this fine is because I got this letter in my mailbox.2 - I have no idea why I received a fine? In fact I went to the Cambie's BC Liquor Store on that day and I made a purchase in cash. Obviously, I no longer hold a receipt, after 30 days of purchase in cash, however I am a BC Liquor Store customer and that ********************** lot is for customers purchasing for up to 30 minutes. I didn't stay longer than 15 minutes in total, so obviously this fine is a mistake.So, your agent said that I did business elsewhere. Thats 100% not true. Like I said, I went to the store and I made a purchase in cash, even though, lets say I went to the store only to check if BC liquor Store have a specific type of beer and they don't. So I didn't purchase anything, and I am still a customer. There is absolutely no sign saying that only customers that purchase something and hold a receipt are allowed. Again, this fine is a BIG mistake and would be reasonable to reconsider it.
Business Response
Date: 05/01/2024
Hello,

I have reviewed the customers notice and appeal in our system.    A notice was issued to the customers vehicle due to the patroller witnessing the occupant walk off the property to go somewhere else other than the liquor store. This is private property and Diamond Parking is contracted to enforce the property owners rules. As per the signage on the lot, leaving the lot without your vehicle, for any amount of time or reason, will result in ticketing and/or towing. The customer disputed the ticket after receiving a letter in the mail stating they had not received the original ticket, however our records show the ticket being issued to the passenger side windshield wiper. The customer appealed the ticket stating they went to the store. As they were ticketed for leaving to go elsewhere we requested documentation via email to support the customers appeal. This was not able to be provided and the notice was upheld. The notice is valid and will be upheld, however, we will give the customer the opportunity to pay the original amount as one-time courtesy.

Regards,

***********************
MANAGER PARKING SERVICES ******
Business Response
Date: 05/01/2024
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 find a resolution. This location is private property and has the parking rules posted throughout the lot. 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 on the facility. I have reviewed this notice and appeal.   The notice was issued to the vehicle as the patroller witnessed the occupant walk off the property to go somewhere else other than the liquor store. Noting on the comments of the ticket customers only walked off towards back alley. As posted, leaving the lot without your vehicle, will result in ticketing and/or towing. There was a dispute submitted after receiving a letter in the mail and in the dispute, the customer stated the original ticket was not received. Pictures do show it being issued to the passenger windshield wiper. The appeal stated the occupant went to the business/store. During the appeal process, we requested to provide documentation to support the claim in the appeal, of being a customer at the time, for review. Unfortunately, the customer was unable to provide this information and the notice was upheld. We sent a final notice letter, for which we received no correspondence from the customer. It then went to collections. It was concluded that the notice is valid and upheld, however, we will happily give the opportunity to pay the original amount as courtesy. The reduced amount will hold on the account until the end of day Friday May 3,2024. Thank you!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 05/01/2024

Complaint: 21587794

I am rejecting this response because:

I saw in one of the photos, that there is a small piece of paper on the windshield, in the passenger's far left side, not the driver's side, which didn't allow me (the driver) to view it, which means being notified. I never saw this paper, and the only reason why I know about this fine is because I got this letter in my mailbox.

I have no idea why I received a fine? In fact I went to the Cambie's BC Liquor Store on that day and I made a purchase in cash. Obviously, I no longer hold a receipt, after 30 days of purchase in cash, however I am a BC Liquor Store customer and that ********************** lot is for customers purchasing for up to 30 minutes. I didn't stay longer than 15 minutes in total, so obviously this fine is a mistake.
So, your agent said that I did business elsewhere. Thats 100% not true. Like I said, I went to the store and I made a purchase in cash, even though, lets say I went to the store only to check if BC liquor Store have a specific type of beer and they don't. So I didn't purchase anything, and I am still a customer. There is absolutely no sign saying that only customers that purchase something and hold a receipt are allowed.

Again, this fine is a BIG mistake and would be reasonable to reconsider it.

Sincerely,

*********************** De Lima Rondon
Initial Complaint
Date:04/11/2024
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.
On 4/9/2024 at 4:33 PM - Checker #***** took a picture of my license plate after I parked in a spot at the white swan restaurant on south lake union. Once I parked, I exited my vehicle - went to find the parking sine that was behind my car - took a picture of the ** code and paid the parking fee of over $5 to HONK. When I came out from dinner, Diamond Parking placed a fine of $65.50 on my window stating I didn't pay. You can see on ****** and other raiting sites that this is a scam/problem at this particular parking lot where the signs for Diamond Parking are unclear and this happens to many people. What was frustrating is they know this is an issue and they just watch it all happen and issue the fine. No clear signage on where you pay for Diamond Parking is visible.
Business Response
Date: 04/16/2024
Hello

I am sorry to hear about the Customers experience at one of our locations.
It is never our intent to falsely issue Notices and if erroneously issued we will always void the Notice as in this case.

We want customers to have a good experience and I will take this opportunity to retrain the Parking Lot Checkers to avoid making those mistakes.

We have 3 payment methods at the Lot with many signs strategically placed throughout the Lot as well as a pay station at the entrance of the building.
I appreciate the feedback from the customer and will re-evaluate ***********.

Thank you.

******************************
Area Manager
Diamond Parking Service
******* Self-Park
Customer Answer
Date: 04/16/2024

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:04/11/2024
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 had parked my car at this non-metered parking lot, managed by Diamond. Allegedly, I had parked in a staff spot which had 3 vacant spots next to it. A lot of the spots are not properly marked or faded with signs in this complex. I was in and out within 5 minutes using the ************ then received the ticket. I spoke to the customer ********************** agent who had informed me, if I had spoke the property manager or provided a parking permit they said it could be waived, then its fine. I spoke to one of the managers of the property, *****************, who had told me - sure have Diamond contact me, its a one-off for a few minutes we can waive it one time, since Ive come there literally hundreds of times. I followed the direct instruction of this agent - ********. Its a free parking lot many unmarked spots and signs faded is the reality.So the third and final time I call in to update my situation as I find its time sensitive, I happened to get my original customer ********************** agent - ******** again, but this time he denied he said that and said he never had that in the notes, despite him directing me to contact them, so his story had changed. I calmly asked what steps I can take instead, he rudely said that he would need to now get it in writing (e-mail) from the property manager, to get it waived rather than a phone call, while starting to raise his voice and then went silent after asking me to get a hint! when I asked is there anything else that I need to know, Ive been following instructions each step of the way to try to dispute this. He finally gave me after the third time asking, then I asked was there a reason why you did not reply me when I asked if theres anything else he said no get a hint!I followed direct instruction each time from Diamond to help dispute it, but it changed every single step, being treated like some sort of low class citizen, insulted by the last call. The tone, the demeanour, *** had many conversations with agents but this one was over the top rude.
Business Response
Date: 04/16/2024
Hello,

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 me directly at ***************************************** As soon as this is received, I can review your specific appeal. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 04/24/2024
Hi ************************************,

I did respond on the same day to you and also the company, i did it via email, so this should not be closed. They did not respond with a proper resolution. This should remained open please.

*****
Customer Answer
Date: 04/29/2024
I was told by property manager on premises that day the ticket would be waived, as well as by your call centre agent previously. I followed all steps required by Diamond on phone (********) to email in, as well as the property manager on duty at time (*****************) to have Diamond parking contact him to waive it. Now, for perhaps personal reasons, or vindication, this has changed feelings by another property manager named *****. Whom I did not have a chance to speak to at all. Unlike with Diamond (********) or Property Manager (*****). This is an unpaid lot, with poorly or missing signage all over parking lot to begin with. Many signs are illegible in the first place, let alone registered with the original tenant who I dont believe keep a log book of it, otherwise they would have record of it.

To be very clear and specific:

************** said have Diamond contact me directly this is no justified ticket and I have no problem waiving this one, one time as you did verbally provide your license to Alpha when you visited them.

******** on the phone said: Im not supposed to tell you this but if you provide and email it will get waived by the appeal department. You can please exercise your voice recording and verify this. I no longer have faith in their words, please review this properly and professionally.
Customer Answer
Date: 05/02/2024
I did mention my notice/ ticket number direct email to the business, so they should have it. But here it is once again: notice# 12013901
Business Response
Date: 05/07/2024
Hello,

After completing a review of this parking notice with both the Property Manager and tenant, they have declined voiding this parking notice based on what has been provided in this case. The parking rules associated with these parking stalls are provided to Diamond Parking to enforce, therefore we are unable to void this parking notice in this instance at the request of both parties.

Diamond Parking recommends the complainant speak to whomever authorized this permit and have them contact the tenant or Property Manager.From there, they will request a cancellation directly with the Diamond Parking Area Manager.

Thank you,

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 05/08/2024

Complaint: 21563721

I am rejecting this response because:
This is not what I was explained at the local level (on site manager with direct contact twice), not told by the Diamond Agent on phone,

Both parties mentioned above described situations to me that would solve the matter and both now are back tracking on their direction given to me and instructions. This is why this is being brought to a true third parties attention, BBB.

The lack of integrity and lies coming from both Diamond (phone Agent ********), and on site manager (*****************), telling me the ticket would be waived upon reviewing it with me. Some integrity and ethics is required here and proper research speaking and verifying with what I'm saying. Perhaps listen to the audio tape from ********, or directly speak with *****. Rather than paint a general brush of saying no, the Area manager says no now based on emotions and position.

Sincerely,
Jason
Customer Answer
Date: 05/18/2024
Hi *****, Thanks for your reply.

The response from the business is precisely what I originally did do. I contacted the property manager on two occasions, and they said I needed to call Diamond customer ********************** - essentially sending me in a loop. I did the entire process again, and of course I have ended up here with you and a higher manager not even located in the same city doing an investigation and asking me to do exactly what i've done 3 times now. Contact the on-site property manager to have it waived - when I did and they asked me to contact Diamond again. Hence me reaching out to BBB now.
Business Response
Date: 06/11/2024
Hi,

We would like to request that BBB administratively close this case as the complaint is not a Diamond Parking issue.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 06/11/2024

Complaint: 21563721

I am rejecting this response because:
It is an unacceptable response to absolve themselves from the issue as they are the company that provided a resolution to the dispute, and when this action was taken, it was deferred to the property manager, in an attempt to deflect blame. I was given specific instruction in order to resolve, and followed it exactly and the result is a denial from a manager located in another city.

Sincerely,

************
Customer Answer
Date: 06/20/2024
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
To be clear here, the parking manager response is to complaint is literally: Please just close the case, its not our issue. But they are the company.

This is completely unacceptable in any situation, especially when I followed their directions in order to rectify the situation, and remove my improper alleged infraction.
Regards,
*****************************
Customer Answer
Date: 07/07/2024
Hi ******,

I wanted to forward this time sensitive email to you, because Suwai automatic email reply said she would be away until July 15th. My BBB account closed quickly after 7 days but Suwai was away and it was the long holiday weekend.

Need to reply to the business in question but my account closed, it was:

Go to: ***************************************************

Enter Code: 669891709C5D6

My response is below for the entry. Thank you,

**********;

Begin forwarded message:

Hello Suwai,

Thanks for your e-mail, my family and I were on family vacation during Canada Day as well as 4th of July. I was not able to respond to this complain with in 7 days as it included weekend as well as a couple holidays.

I have not had any communication back from the property manager and they are avoiding me. Now I have received a letter from collections in regards to their errant business conduct at the front line level. Please keep this open and inform the business to immediately cease and desist this faux ticket as well as allegation.

Thank you very much,

Sincerely,

*****
Initial Complaint
Date:04/10/2024
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.
I parked my car to the parking slot that is reserved for day care, I parked it there from around 7:30pm to 11:45 pm. It was night and I thought that day care is closed so I can park there as I was the guest at the building. It was not overnight parking. I will be careful next time as I know the rule now that I cannot park at reserved parking either the business is closed or not. Im requesting to waive off my ticket this time, Ill be vigilant next time. Hope to have good understanding about my request and for kind response. Thank you.
Business Response
Date: 04/16/2024
Hello,

Please be advised I have reviewed your notice and see it has been cancelled. Have a great day!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 04/16/2024

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:04/10/2024
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 had to go to a business in the ********* area, and followed what I thought was the directions on the business' website for "free parking". I believed I was driving on the correct street, but was actually on the wrong one, so parked in the wrong lot. This was my mistake which I acknowledge. I parked in total for 10 minutes, and when I drove off the lot, I saw a ticket on my windshield for parking in the wrong lot. The ticket was for $86.50, and it threatened to go up to over $110 if I did not pay within 10 days. I tried to appeal the ticket and explained my situation, but my appeal was denied as they indicated I was in a lot on a street different from the one the business instructed me to park at. To say I should be penalized for my error is one thing, but $86.50 for an honest mistake, and parking only 10 minutes is crazy! This fine is predatory! They should be sanctioned for charging such exorbitant rates, and banned from being able to do so. I believe a $10-20 fine would be more in line with the violation.
Business Response
Date: 04/15/2024
Hello,

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 me directly at ***************************************** As soon as this is received, I can review your specific appeal. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Initial Complaint
Date:04/09/2024
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.
On Dec 13 2023 my wife and I parked our vehicle at the ************* in ******* **. We were up there for a dr *********** and decided to visit the mall first. We spent 2 hrs walking and shopping in the mall and when we came out to the vehicle there was a ticket on it for $80 saying that we had walked off. I called and emailed Diamond Parking and provided a receipt showing I was in the mall. They denied my claim anyways. I am refusing to pay this bill because it is not paid parking. You only have to pay if you park and leave the property. I was in the mall.
Business Response
Date: 04/15/2024
Hello,

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 me directly at ***************************************** As soon as this is received, I can review your specific appeal. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Initial Complaint
Date:04/09/2024
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.
Early bird sign at and near the lot all advertise $7 Early Bird pricing. But there is no option on any of their apps to pay that amount. They all start at $7.80 plus $.90 service charge. There does not seem to be a pay station to pay $7 at. This is false advertising and either the signs should reflect the actual price or it should be possible to pay $7.
Business Response
Date: 04/15/2024
Hello,

We have verified the base pricing as $7.80 and found it incorrect by error. It's a mistake on our part and we will revert the base rate to $7.00.
Please note that the service charge applies to all payment parking applications, even with our competitors. We will have one of our team members reach out to you regarding a refund as a courtesy and we apologize for any inconvenience. Thank you!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 04/15/2024

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:04/09/2024
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.
On 4/3/2023 I parked in a parking lot managed by Diamond Parking Services. Using the posted signage, I made the proper payment to secure parking (pass #*********), entering my license plate number as indicated by the app, which, because of default capitalization by their app, was entered as "Sl8XXXX" (obscured). Note that my license plate, in all caps, is "*******" (obscured). License plates are not case-sensitive. When I returned to my car before the elapsed time had expired, I found a fraudulent ticket on my windshield, claiming that I had not paid for parking, and noting my license plate as "*******" (obscured). I had to take my personal time to dispute this fraudulent claim, despite the fact that Diamond's app, by default, allow mixed-case entry, and despite the fact that the characters of my entry matched my license plate as well as the information recorded by Diamond.This practice is misleading, fraudulent, and a clear attempt by Diamond to trap unwitting people into paying fraudulent fees. Diamond should make remediations to properly account for matching license plate based on characters and not capitalization.
Business Response
Date: 04/09/2024
See attached.
Customer Answer
Date: 04/09/2024

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:04/08/2024
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.
We are getting letters from Diamond parking asking us to pay for a ticket we never received - and without ever parking in a diamond lot. We have proof via receipt (attached) that we were parked somewhere else at the time of the ticket, and we never received a physical copy of their ticket until we got one in the mail. We got one that had a photo of our license plate, which proves nothing other than they were going around finding cars nearby in order to scam people as it doesn't show us actually in their parking area. A quick ****** search shows that diamond parking has done this before. We would like them to just admit their mistake and move on.
Business Response
Date: 04/09/2024
Hello,

We need a little more information to research this complaint further. Can you please provide the notice number and/or plate (this is not in your attachment)? You can send it to me directly at ***************************************** As soon as this is received, I can review your specific appeal. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 04/09/2024
The license plate is CPR 7893. I've already been rejected by contacting diamond directly so I am not going to contact you privately - that would defeat the point of holding you accountable for this mistake - the entire point of contacting BBB is when the business is acting unethically and not providing proper customer **********************.
Customer Answer
Date: 04/16/2024
I did not receive any warning of this and would like the complaint to remain open. I sent a reply with the information requested but now its not appearing in the history.
Customer Answer
Date: 04/18/2024
Hi! Just following up - I did actually send a response to the business, so I'm not sure why it's not showing up in the records - is it possible the company deleted my response? This case is nowhere near closed and they have just harassed us again by mail.
Customer Answer
Date: 04/18/2024
Sorry for all the communication - I misread and I did find my response with the information they requested - the message from BBB was that THEY had not responded. To follow up on my complaint with more details about the most recent harassment letter, they have sent a letter threatening to go to collections as well as towing our vehicle - despite us never parking in one of their lots - also this is unethical because I have learned that diamond parking is private and cannot authorize towing as per the laws in *******, they don't have the authority to tow at all because it's only the *** that can do that. I've also heard they actually can't even go to collections and many people have been hit by their scams. They harass people who don't know better to do their research. Regardless, we never parked in their lot, this is a scam. Simply taking a photo of someone's license plate shows no proof, maybe if it showed the whole car in with any kind of signage showing it's a diamond lot but it doesn't. - it only shows proof that they're going around scamming people.
Business Response
Date: 05/13/2024
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 find a resolution. The notice was issued as the payment was made for a different location. When the patroller ran the report for paid plates for the lot this vehicle was parked on, this license plate was not on it. I see from the attached payment receipt parking was paid for; however, it was at the adjoining lot which is a separate property and owner (both managed by Diamond Parking). When the appeal was submitted there was no documentation with it. Only that a mistake was made, and the vehicle was not parked on a Diamond Lot. After review of provided documentation, we have cancelled this notice as a courtesy. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 05/13/2024

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 to a degree, however - they are still acting unethically by saying it's a "courtesy" when it is actually simply their mistake for going to the other lot we were parked in to charge us for a ticket. They still refuse to admit they made a mistake - we also DID give them the information via our receipt from the other lot and they're denying that.

Sincerely,

***************************
Customer Answer
Date: 05/28/2024
Hi! So the person who was corresponding to BBB from Diamond Parking lied and did not follow up the agreement to stop contacting us, they have since continued to harass us now via text. I've attached a screenshot from the collection agency they're now using to harass us.

Thank you,
**********;
Business Response
Date: 06/04/2024
Hi,

We have contacted the collection company to ensure cease on contacting the party as the notice is now cancelled. Thank you!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 06/04/2024

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,

***************************

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