Business Profile

Parking Facilities

Diamond Parking Services, LLC

This business is NOT BBB Accredited.

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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:12/19/2022
Type:Sales and Advertising 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 Saturday, December 17th I parked in lot **** at **********************. to go on the sky train. I paid for parking (receipt attached) indicating where I was, when I paid, how much I paid - the meter I paid at was directly in front of the stall that I parked on. I left and then came back to an $86 ticket on my dash with reasoning as failure to pay. I sent in a picture of of my receipt to dispute the ticket. Two days later, on Monday, December 19th I got an email from their dispute team saying that my ticket had been reduced but they would not cancel it. The reason they gave is because the meter I paid at, directly in front of my car was for ************** not Diamond Parking lot that I was in. They said in the email that reducing it was purely a courtesy to me and that if I did not pay within 3 days they would revert the ticket back to the original value. After receiving that email, I called their customer ********************** line to explain that the meter I paid at was directly in front of my car. The woman that I spoke to was incredibly rude and demeaning, she said that it was not her problem and it's my responsibility to make sure that I am paying at the correct meter, even though she acknowledged that she could see where I was parked and that there is a meter right in front. She said the ticket would not be cancelled because it's my responsibility to check. I proceeded to ask how much the ticket was, and she said it was $86. I said that was not correct because I had received an email saying that it had been reduced and she said then you can go online and find it yourself and then hung up. I then went online and found that the ticket had been reduced to $56, which I have paid to cover the ticket. I would like a refund as I did pay for parking, at the closest meter to me. The handling of the ticket dispute and customer ********************** was unprofessional and rude.
Business Response
Date: 12/28/2022
Hi,

Thank you for your email. Our goal with any customer, is to provide the reason the notice was issued, find a mutual resolution and to prevent it from happening again in the future.
Please note that this location is private property and all parking rules have been created by the property owner(s). 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 you were ticketed is a pay parking lot. There is ample signage throughout the facility to notify parkers of this. I have attached pictures of a few larger signs around where your vehicle was parked stating PAY HERE (also a photo on file from the patroller of your vehicle with these signs in the background). The machine which you paid was on the street, which is the ************** meter/property. Diamond has no way of recouping funds for your mistake in payment of wrong company machine. We did however, review your case/appeal and reduced this notice as a courtesy to $56.50. This has been paid and matter considered closed. Thank you.

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 12/28/2022

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:12/19/2022
Type:Product 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.
At about 1 pm on Dec 5, 2022 I parked in Diamond's lot G046 in *******. The machines were slow and one was broken so there was a line-up to pay for parking. After the guy in front of me got his receipt, he noticed that a Diamond attendant had just given him a ticket. He complained to the Diamond guy, who said he would cancel the ticket. After I paid $4.15 for two hours of parking and got my receipt, I noticed that the Diamond attendant was now checking out my licence plate so I went over to my car and told him I had just paid. He was not apologetic at all but said I was "lucky" because he hadn't issued a ticket yet.My parking was valid until 3:05 pm, although I had just wasted about 10 minutes waiting for the machine and talking to the agent that was about to give me a ticket. I returned to the lot about 1 minute after 3:05 pm and saw that I had a ticket, #********. The ticket was said to be issued at 3:07 which was the current time, but there was no parking guy in sight so it was likely issued a few minutes earlier. The ticket was for $80, which means I was being charged at a rate of $2,400.00 per hour for the alleged extra 2 minutes.The appeals portal on the Diamond website makes it impossible for a person who is not the car's registered owner (it was my wife's car) to file an appeal and directs the appellant to send the inquiry to an email address. I therefore sent an email explaining the situation and attached copies of the receipt and ticket. The Diamond rep's ******** was that I could only appeal through the portal, so I fibbed about the car's ownership in order to use the portal to appeal. In my appeal, I offered to pay $4.15 for an additional two hours parking. I have just received the "ruling" of the Appeals Agent. Diamond has rejected my offer but has reduced my fine to $60, provided I pay within 3 business days. Otherwise it will be $120. That is unreasonable. I am requesting that Diamond do the honourable thing and void the ticket.
Business Response
Date: 12/28/2022
Hi,

Thank you for your email. Our goal with any customer, is to provide the reason the notice was issued, provide a resolution and to prevent it from happening again in the future.
Please note that this location is private property and all parking rules have been created by the property owner(s). 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 you were ticketed is a pay parking lot. Our patroller has no way of discerning how long your vehicle would remain parked without having paid past the expired time. You received the ticket on Dec 5th. The back of the ticket advises instructions how to appeal your ticket (online portal on our website). Your appeal was received after the 10 days which is past due of the original amount of the ticket. We reviewed your case/appeal and reduced this notice as a one-time courtesy to less than half of the out-standing amount, even though there was no attempt to add time for parking or even appeal within the allotted 10 days. As additional consideration, I will extended this courtesy reduction to Dec 30th (5pm). To have the billing adjustment take effect please contact our office at ************ and quote your reference number. Thank you. Have a great day!

Regards,

***********************
MANAGER PARKING SERVICES ******
Initial Complaint
Date:12/17/2022
Type:Product 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.
We were given a parking ticket even though we entered a business in the same lot.
Business Response
Date: 12/20/2022
See attached.
Initial Complaint
Date:12/17/2022
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.
Parked in a lot controlled my Diamond Parking at **** Bayview, got out of my car and went to where i thought the Kiosk was to buy a ticket. Could not find it so went on my phone to use their app for payment. As I turned around and looked at my vehicle there was an attendant taking a picture of my car and placing a ticket on my dash. The whole process from parking my car to looking for the kiosk and using the app to getting a ticket took no more than 1 minute and 30 seconds! When I did try the app it needs to be updated as well! When I said to the attendant that he didn't even give me a chance to pay realized that he was arguing with another ****** and saw me come in and went right to my car to ticket it!
Business Response
Date: 12/20/2022
Hi,

Our goal with any customer,is to provide the reason the notice was issued, find a mutual resolution and to prevent it from happening again in the future.
Please note that this location is private property and all parking rules have been created by the property owner(s). 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 you were ticketed is a pay parking, however, also as per the comments section on your notice, you were parked in a handicap stall without a SPARC permit displayed (Stall 34,the closest stall to the meter). I am sure you have the proper documentation to support the claim against you. You can contact me directly to submit this so I can review your appeal further at ******************** or ******************************************* quote your reference number. Thank you. Have a great day!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 12/20/2022

Complaint: 18604205

I am rejecting this response because: I was not parked in the handicapped spot. I was in the middle of the lot. My problem is I was ticketed within 45 sec of leaving my vehicle and was not given an opportunity to use the app or even go to the kiosk to pay!
Also I was ticketed for failure to pay not for parking in a handicapped spot!

Sincerely,

***********************
Business Response
Date: 01/11/2023
******,
Thank you for contacting our **************************** We believe that a resolution was accepted on 01-09-2023 and that this BBB complaint is closed.
Customer Answer
Date: 01/19/2023

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:12/16/2022
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 12/3/2022, I parked in a Diamond Parking lot, paid using my PayByPhone app, and then returned to find a $65 ticket stating "No Advanced Payment." The reference # for the ticket was #**********. I contacted the business by phone and was told to email them my PayByPhone receipt. I did that and included a screenshot of my credit card transaction, showing I had paid them $10.68 to park there. I received a response from the business claiming I had "doctored" the receipt, which I find insanely offensive. I have responded to let them know that I would like to receive a call from a manager and will be filing a complaint with the Washington Attorney General.
Business Response
Date: 12/20/2022
Hi *******,

Thank you for bringing this matter to our attention.

After researching the Pay by Phone transaction, PayByPhone confirmed that your phone was set to another time zone (MST) which is one hour different than our time zone (PST).

As a courtesy, I have voided the parking notice. Please be sure and check that youre using the correct time zone in the future.

Thank You!
Seyum Debesay | Area Manager ******* Self-Park
DIAMOND PARKING SERVICE
Customer Answer
Date: 12/20/2022

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:12/15/2022
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.
Last sat dec 10 2022, I was in ******* at the arena for the monster truck show. Arena parking lot was full so I pulled into the first parking garage that had a sign out that said PUBLIC parking. I parked and then used their signs posted on the walls to pay for my parking, which opens up an app called park whiz. I paid my fee to cover 7 hours, more then enough time, and then went to our event. I paid for parking from 12:38pm till 7:38 pm. I left about 330 and did not notice the parking ticket until I had gotten home. I had a parking fee of 47 dollars for not paying for parking. They tried to claim it was private parking but there was a sign for PUBLIC parking out. I have been communicating with the company through email and online and they continue to ask for the same information over and over. I have provided a copy of emailed receipt, of the parking pass, of bank white drawl, these have location, date, time to enter and exit, and amount paid. I believe I have provided all information requested, but they keep asking for it over and over. I dont go to ******* often, I had to budget for the event we did go to, and I cant and shouldnt have to pay almost 50 dollars for parking, especially when I already paid the normal fee. They have eventually provided a one time courtesy void, but I should never have received this at all. Obviously this business is having a lot of issues, when you read all the complaints. Aside from all the complains, this was a hassle that NEVER should have happened when I followed ALL of their signage. Thank you
Customer Answer
Date: 12/16/2022
I did finally recieve a response that my ticket had been courtesy void......finally.

Thank you
Initial Complaint
Date:12/14/2022
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 November 14, 2022 between 6:00 and 6:30 pm, I parked in parking lot U009 in **************. There was a sign with a code to scan, so I scanned it with my phone and tried to follow the instructions. I somehow ended up with the option to request that my personal information not be sold. I went ahead and filled that out, thinking it was an optional part of the process. A message said I would get an email. I then started over and entered my information again, but it timed out while I was getting my credit card out. After the third try, I was able to enter my credit card information. I received a message that it was confirmed or whatever the term was, and that I would receive a receipt by email. It didn't come immediately, but I trusted that it would. My friend watched and said she had done the same thing, including having it time out. After I got home, I found an envelope on my windshield with a notice (Reference# **********) claiming that I had not paid in advance and saying I owed $51.50 if I paid within 15 days or $96.50 after that. I checked my bank account and the charge hadn't gone through. I checked for the promised email, but it hadn't come. There was a confirmation email for my privacy request, marked 1:07 am. I thought I had paid in good faith. I called Diamond Parking and explained what had happened. I was told that they would reduce the amount to $16.50, but they wouldn't reduce it to the original amount of $15.70. I sent a check for the original amount but it was returned, saying I now owe $21.50. I find this practice dishonest. It seems like they intentionally make it difficult to pay so they can bully people out of more money. I have a witness who saw me going through the same process she went through. I have an email showing that I requested that my personal information not be sold. If I didn't intend to pay, I wouldn't have given them my personal information.
Business Response
Date: 12/20/2022
It is obvious that you had a frustrating experience with our company and I apologize for that.
It is never our intention to make things more difficult.. at Diamond Parking, we have invested in technology that makes paying for parking quick and easy, but occasionally glitches do happen.
The ticket you received has been voided and hopefully you will give us another chance in the future.

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

Operations Manager
Diamond Parking Services
Customer Answer
Date: 12/25/2022

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:12/14/2022
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 August 14th, 2022, my son and I attended ************ in ******** for lunch at ********** for his birthday. We parked by the ************* at ************ and returned a half hour later. A parking ticket was allegedly given for parking fine. I received a notice in the mail indicating that I owed Diamond Parking a fine for $126.50. This letter is dated September 16th. I didnt think much about it because I thought it could be a scam, put it away and forgot about it. Last week, I received a notice from ************************** advising that the parking fine was sent to collections. The previous efforts to effect payment on the notice indicated that various number of phone calls with no response were made. I never once received a call from Diamond Parking or ************************** regarding this parking fine. Im the one who contacted both businesses and provided them my telephone number, so there are fabricated statements on this notice, which renders it unlawful. The parking lot where I parked doesnt require payment. I reside in Surrey and have never attended ************ until that date. I had no knowledge that beside ************ is another shopping centre called ********************* on **********. I was parked at the furthest location at the rear of this centre, but closest to the ************* in ************. I did not see any signs indicating that I was parked in the rear of another shopping centre and that I could be fined. I feel this is an attempt by Diamond Parking to defraud customers to make a buck. There was no one parked beside me either when I parked and when I returned. I contacted ************************** and spoke to a lovely lady and explained briefly my circumstances. She suggested to reach out to Diamond Parking to appeal the parking fine. I did so and was told to send Diamond Parking an email, which I did. I received a reply that they wouldnt look at anything because the matter was in collections and the appeal period was well over. I contacted the property manager at ************ and he was going to assist, but because I was parked at the rear of the *********************, he suggested to contact the property manager at that building. I googled, but couldnt find a contact number, so I called the **************** in that shopping centre, but he didnt know who the property manager is and gave me a telephone number he had found outside on the building. I called that number and it was Diamond Parking who refused to provide me the contact number for the property manager at ********************* saying they werent authorized to do and challenged me to find it myself. Extremely poor customer **********************, and then she hung up on me when I questioned why she couldnt provide me with that information after she told me to write them an email. I told her that I had, but that they refused to even hear me out regarding the parking fine. Im in the process of finding out who the property manager at ********************* to reach out to them to resolve this matter since I have no other avenues to pursue. I understand that this parking fine does not affect my credit score, but I feel it was unwarranted and should have never been issued in the first place. This parking fine would never hold up in a Court of Law, Diamond Parking fabricated a lie saying they had made several attempts to call me with no response and not once did I receive a call from them. If they had taken the time to contact me, I would have known about this matter and would have dealt with it immediately. ************************** indicated they had called another number that belongs to my ex husband. I checked with him and a couple of automated messages were left on his voice mail. It did not provide my name, so he had no idea that they were trying to reach me until I asked him about it to verify if it was true. So Diamond Parking was not truthful whatsoever. I will not pay this fine. Its is unlawful to issue an exorbitant fine in that amount for parking that is free to begin with. There was no loss to anyone, and I had no idea that I was parked at the farthest rear of another shopping centre because there are no signs to indicate that, at least not where I was parked. I respectfully request that this parking fine be cancelled and that ************************** be notified to stop collection. I will not accept any other resolution. I have never gotten a parking ticket before, nor have I had anything sent to collections in my entire life, and at the very least, Diamond Parking should have reviewed my circumstances. ************************** is attempting to collect $134.51, as theyve charged me interest of $8.01. I havent heard from them once, except when I called them myself last week. I also never heard from Diamond Parking once, and Im the individual who contacted them last week and today. Their credibility is highly questionable, especially considering they lied on their notice about contacting me. The Diamond Parking file number is *******. Thank you,
Business Response
Date: 12/20/2022
Hi,

Please see below for response:

Hi,

Please be advised that I have reviewed your ticket and see that it has been cancelled by the Area Manager. Thank you!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 12/20/2022

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. I will follow up to ensure that the parking ticket is indeed cancelled and that the collection agency confirms they are no longer involved.

Sincerely,

***************************************
Initial Complaint
Date:12/13/2022
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.
Reference #******** Plate #JP920M. I was issued a ticket for walking off a parking lot. Even though I uploaded not one, but THREE ******* receipts showing that I was in the store both before and at the exact time the ticket was issued, the dispute was denied. Specifically: "This receipt/documentation has a time stamp from before the notice was issued. There is no way for us to determine how long the driver was off of the lot. This notice will remain open and payable in our system." My receipts show 11:24am (coffee), 11:34am (groceries) and 11:40am (floral). 11:40am is exact time ticket was issued. Hardly time to shop AND leave to wander off somewhere else. Either the documentation was not reviewed properly, or judging by the numerous complaints posted here, it's just a money grab and they just don't care about looking at proof.
Business Response
Date: 12/16/2022
Hello Valued Customer,

Thank you for your email. Please note that this location is private property and all parking rules have been created by the property owner(s). Diamond Parking has been hired to enforce these parking rules as posted due to the unauthorized use on the property which states that drivers can only park their vehicle while they are a patron of ************* on the property. If a driver leaves the property without their vehicle at any point, they will be subject to ticketing and/or towing. We have reviewed your correspondence and documentation and voided this notice as a courtesy. Have a great day!

Regards,

***********************
MANAGER PARKING SERVICES ******
Customer Answer
Date: 12/16/2022

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:12/12/2022
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.
12/12/2022 We paid for parking using Apple pay which was good until 3:12 pm *********** gave us a citation for $56 which in itself is excessive however we were still in our paid time with over 30 minutes to go until our time expired. This company tries to unscrupulously extract extra excessive money from patrons. I contacted a business in North Park who even informed me that Diamond are notorious for raising rate exorbitantly during events and are known to *****. We want the notice cleared and will not park anywhere , where this company rubs or owns lots
Business Response
Date: 12/16/2022
December 12, 2022

RE: Case ID# ********

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

Thank You for contacting Diamond Parking Services. I have been forwarded the complaint pertaining to the above referenced case number for review and response.

Based on the notice number and documentation provided in your email correspondence to both the BBB and Diamond Parking, it shows that your vehicle was parked in a paid public parking lot located at *************************************************** on December 12, 2022.

Upon review of the appeal, we were able to find your payment and see that you did in fact pay for two hours of parking.Thank you for submitting the attachments of the transaction. You initiated the parking time at 1:11pm which was set to expire at 3:11pm, and our system shows you received a notice in error at 2:35pm. We have contacted the *********** payment company and have submitted an inquiry as to why this mistake occurred.

We apologize for the inconvenience and your notice has been voided. (notice #**********)

Sincerely,

DIAMOND PARKING SERVICES

***********************
City Manager | *********

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