Complaints

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

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Diamond Parking Services, LLC has 39 locations, listed below.

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  Diamond Parking Services, LLC

  605 1st Ave Ste 600 Seattle, WA 98104-2224

• 

  Diamond Parking Bend

  841 NW Bond St Ste 7 Bend, OR 97701-2740

• 

  Diamond Parking Services, LLC

  4475 Mission Blvd Ste 225 San Diego, CA 92109-3972

• 

  Diamond Parking

  1200 N Main St Ste 100 Santa Ana, CA 92701-3610

• 

  Diamond Parking Honolulu

  439 Kamani St Honolulu, HI 96813-5270

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:10/19/2022

  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.

  I parked at one of Diamond Parking facilities in downtown *********. I purchased my ticket through the PAYBYPHONE App. I later received a notification to renew my time. I attempted to renew my time however, the *** had an ERROR message so I waited for a few mins and tried again and it still didn't work so I paid for my bill at the restaurant and went to grab my vehicle with 2 elderly persons. We waited for the elevator but it was taking a while so we decided to walk down the ramp which was really dirty and smelly, and garbage in the parking areas.There was a gentleman sitting in a ********** Civic - 4 doors which I later realized was ticket patrol. I found a ticket on my windshield with the time stamp for 7:24pm and my ticket expired at 7:17pm.I reached out to Diamond to appeal the ticket and this is their response:***EALS AGENT COMMENT(S): Although we appreciate a payment for the stall was initially made, prior to the expiration of this original payment, the driver would either need to add additional time or remove the vehicle from the facility. There is no grace ****** and in addition pay-by-phone is available as a convenient way for customers to add time for their stalls without having to go to the meter. As there is no way to determine how long the vehicle was parked on the lot without a valid payment, this notice is valid and will remain open and payable in our system.Firstly, you can simply verify with your employee that was there. He saw me. He can confirm my time.Lastly, how is using a pay-by-phone be a convenient way if it doesn't work and your customers ends up with a ticket?

  Business Response

  Date: 10/20/2022

  Dear Valued Customer,
   We need a little more information in order 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:10/19/2022

  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 10/4/22 Diamond Parking Services gave me a parking violation at the parking lot HK090 - ************, ****, **. I parked at this parking lot at 7:50am to shop at this shopping mall and go to the grocery store. I'd parked in this lot before in the past with no issues; the only sign that is posted says that the parking lot is for people shopping in that mall (which I was). There is no payment to park at this lot (never has been). When I completed my shopping and returned to my car I was surprised to see 3 parking agents ticketing all cars in the shopping center parking lot, including my car. When I approached one of the agents to ask why they were ticketing everyone, they told me that they came to the parking lot at 8am and posted a sign requiring payment for this parking lot and have decided to ticket all cars in the lot, regardless of when the cars were parked in the lot. When I explained to the agent that I'd been shopping in the mall and had a receipt I could provide, they told me to send an email Diamond Parking Services and attach the receipt. I also explained that when I parked in the lot there was no signage around required payment for parking, or how to even make a payment. They told me that I would have to email to file a complaint.I emailed Diamond Parking services to provide this information and have my ticket cancelled; they were unwilling to cancel the ticket for wrongfully ticketing me. I was wrongfully ticketed because: a) I was already parked in the lot before signs were posted, b) there were no means of paying for parking when I parked in the lot and c) they told me that I could have my ticket cancelled by providing a receipt, which I provided, and they were still not willing to cancel my ticket. This is blatant consumer theft.The reference number of the citation is #**********

  Business Response

  Date: 10/25/2022

  ***************************
  551 *************  *******, **  94611
  Daytime Phone: **************
  E-mail: *******************

  
  We appreciate you contacting us regarding your legitimate parking notice received for no advance payment.
  The contact for this ticket that we were provided to call back was ***************************** ********** we called back on 10/11/2022 and received no call back after leaving a lengthy message explaining the circumstances of the event parking lot and how to provide a receipt from any of the tenants, we have yet to receive.  As of today 10/24/2022 upon further review of the email correspondence, no receipt was provided.   
  

  The parking lot was paid event parking for the ironman event held in ****** ****.  We provided staffing and the appropriate signage for the event.  Parking rates were $50.00 plus taxes and fees.  Customers were provided with a printed flyer to scan with instructions to submit payment.  Any tenant in the complex was allowed to validate the parking for their customers.
  

  Nonetheless we will void your parking notice and there is no further obligation due. 

  Diamond Parking
  
  Regional Offices *** :  ******, **********, *******, ****** Islands, *****,*******, ******, ****, Washington
  Regional Offices ****** : *******, ****************

  
  

  Customer Answer

  Date: 10/25/2022

   
  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:10/19/2022

  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.

  I park by mistake in a handicap spot, because there was no clear signage

  Business Response

  Date: 10/20/2022

  Hi,
   We need a little more information in order 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? I am unable to open the provided 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 ******

• Initial Complaint

  Date:10/18/2022

  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.

  I went to a Diamond Parking Services structure over the weekend knowing that it was a paid parking structure and expecting to receive a ticket when I went in and to pay on the way out. As I went into the structure there was no ticketing system but there were a few signs saying that it was a paid public parking structure but no details on how to pay. I parked and looked on the way out for details on how to pay but there were none so I figured that it was a pay on the way out kind of thing since there was nothing posted on how to pay. When I returned to my car an hour or so later there was a parking fine on my windshield stating that I had not Pre-Paid. This seemed very odd to me that Diamond Parking Services was fining me before I had even left the parking structure. It actually feels very dishonest.As I've researched Diamond Parking Services I've noticed that there are quite a few complaints about this company and even a few from their own employees that have stated they were forced to write tickets, clearly indicating that the focus of their job was not watch over the lot and cars inside but to fine customers before the service was completely rendered. How can a company charge per hour for parking without even knowing how long a customer has actually been parked there? This leads me to believe that their business strategy is not to legitimately charge customers for parking at a fair rate, rather to fine customers 5 or 6 times the rate for not following their bogus "pre-pay" policy, all of which is not clearly stated throughout the structure. In fact the only place we saw it posted was through the vehicle exit as we were leaving and not at any of the walk through exits.It is clear now that Diamond Parking Services is only interested in fining people rather than using a legitimate business model. I am very upset and this dishonest business practice and will never use one of their parking lots again. I will also warn every one I know about them.

  Business Response

  Date: 10/19/2022

  Dear Valued Customer,
  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 mutual resolution. 
  We need a little more information in order to research this complaint further.  Can you please provide the notice number, license plate and any other information you feel is valid to the appeal of this notice? You can email it to **************************************** or appeal online at https://diamond.paymynotice.com/.As soon as this is received, we can review your specific appeal.   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18241487
  
  The reference number is **********. The only acceptable outcome to this is to drop the citation altogether, in writing. I'm not buying the mutual resolution line with the evidence your former employees have provided and the citation that you put on my car. If you were really a legitimate business you would have either had a ticket going in and payment on the way out, or put a notice to pay the regular rate on my car. Instead you put a citation with threats to send to collection. Your signage in the lots are intentionally vague so that you can charge people 5 to 6 times the normal rate. 
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 10/27/2022

  Although we strive to eliminate any confusion when using our parking lots, we do occasionally fall short of our own high expectations.  It is clear that your experience on October 14, 2022 was not a good one and for that I am sorry. 
  
  In response to the information you provided:
  
  Management will be evaluating the needs of the parking garage.. looking at it from a new customers perspective to see if additional signage or different verbiage is needed.
  
  Also, the ticket you received has been voided.
  
  Thank you for the opportunity to be of service and hopefully we can win your back your future parking business.
  
  
  
  Thank you
  
  ***************
  
  Operations Manager
  Diamond Parking Services

• Initial Complaint

  Date:10/16/2022

  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.

  I paid for parking via the qr code provided after trying to use their machine but the card acceptor was defective. I was given an email receipt . When I returned to my car I had a $68 ticket.

  Business Response

  Date: 10/18/2022

  See attached.

• Initial Complaint

  Date:10/15/2022

  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 has ignored my pleas to increase security, we had multiple robbery and attempted robbery in the parking lots and they have told us they will do nothing. The city is forced to clean their private property and police are forced to regularly patrol there lots due to the severe safety concerns. We pay thousands to this company to have to pay thousands more in broken windows and damage. If I had any other options to park I would park somewhere else all day.

  Business Response

  Date: 10/19/2022

  See attached

• Initial Complaint

  Date:10/12/2022

  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.

  I was unfairly issued a parking ticket.There are parking spots that have a sign right in front of them, and sign is associated with specific parking slot,However, there are also spots that clearly do not have any sign associated with them. Which is the case for the spot I parked in. I have attached photographs that clearly show this. I returned to my car and had a ticket for $65.50, which will now be $103.00 USD!

  Business Response

  Date: 10/13/2022

  Hi *****,
  
  Thank you for reaching out about your recent experience. We truly appreciate the feedback and understand your concern about our signage. We are unfortunately limited to the number of poles and signs we are able to display given that this is a public walking space. We can post signage every few stalls to try and help make the parking rules known but as you can see from your experience we failed. I will work with our team and our partners to see how we can adjust our signage to be more impactful. In the meantime, we wanted to let you know that your notice # ********** has been voided and no further action is necessary. Again, thank you for taking the time to provide us feedback and we apologize for the inconvenience.
  
  
  Thank You,
  
  *****************************
  (He/His Pronouns)
  Operations Manager | ********-Eastside
  DIAMOND PARKING SERVICE

• Initial Complaint

  Date:10/10/2022

  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.

  I parked in a Diamond lot, scanned the ** code which led me to a third party app they use for paying for parking. I downloaded the app, paid for my parking, and went on my way. When I returned, I had a very expensive parking ticket. Upon further investigation, the app they had me download paid for a parking spot somewhere in ******************* (I am in eastern Washington). Upon disputing this case via email and phone, I was continually told to just keep calling the following week. It has now been 4 weeks, and the response continues to be, "I will reach out to the lot manager again. If you don't hear back, call in a week."

  Business Response

  Date: 10/17/2022

  See attached.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18192390
  
  I am rejecting this response because:

   

  The amount that my ticket was reduced by was not the parking amount but the minimum that the agent was allowed to reduce to. This was still more than double what I should have paid for parking there. Additionally, the insistence that I follow up every week for 6 weeks to get any resolution to this issue is insane. Your own policies state that you will respond to disputes within something like 10 business days. The amount of time I have wasted following up on this issue exceeds 6 hours. Given the value of my time, I think the least that should be done is a total refund of anything I was charged for this parking visit and the resulting ticket.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/27/2022

  See attached.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18192390
  
  I am rejecting this response because:

  
  

  There was no event parking rate that night. It was a much lower standard rate.

  
  

  And beyond the rate, the company did not meet its own policies for response time on the dispute. I was asked to call back weekly for almost six weeks and spent half a dozen hours to get it any sort of resolution, incomplete as it was. The company is predatory in its use of its dispute system, waiting until people decide it simply is not worth their time to recover <$50.

  
  

  I believe I am entitled to a full refund of any costs expended and payment for my time in addressing the dispute. The ticket was given due to a fault in the app's collection of location data, and my time was expended due to Diamond violating its own dispute policies.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2022

  See attached. 

   

• Initial Complaint

  Date:10/06/2022

  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.

  I parked in the alley way between the Diamond Parking designated area. Upon entering the alley way there is no indication for designated/paid for parking. The lot next to the alleyway which is divided by a sidewalk is the Diamond Parking and its all marked and has signs for each spot. Where I parked is next to that area and is unmarked. Unpin entering the alley way there are no signs indicating that its diamond parking and is paid parking. The spot along the side walk also has no signs or designated parking. The sign is facing the other way inside the lot thats separated by the sidewalk. I called and send over pictures as proof yet the customer ********************** wasnt willing to see the evidence and threatened to send me to court if I didnt pay the fine. I parked in an unmarked undesignated area away from the paid parking and still get a ticket. This is corrupt practice and this company has no moral code or ethics.

  Business Response

  Date: 10/10/2022

  Although we strive to eliminate any confusion when using our parking lots, sometimes we fall short of our own high expectations.  I am sorry for any inconvenience you have experienced when using our lot on 09/30/2022. 
  
  In response to the information you have provided:
  
  Diamond Parking will be adding additional signage along the curb that runs parallel to the alley, informing drivers that these 5 stalls are indeed part of the Diamond Parking lot.
  The fee to use this after five oclock is a flat fee of $5 so I have adjusted this violation amount to $5, reflecting the amount to use this lot during the time you were parked there.
  
  Thank you for the opportunity to be of service and hopefully we can win your back your future parking business.
  
  
  
  
  *************************
  Diamond Parking Services
  City Manager ~*****

• Initial Complaint

  Date:10/06/2022

  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.

  I parked in a parking lot in downtown *** on 9/14/22 that indicated you had to pay online for your space. I followed the instructions and paid the $10 online before entering a restaurant. When I got to my car I had a ticket indicating I had not paid from Diamond Parking. It said it was for $***** if paid within 15 days and ***** after 15 days. I looked up my credit card charges and the charge was there, but then it was credited, so no charge. There is no way I did that - I wouldn't even know how! The ticket said to write to an email address to dispute the ticket, so I did that. I indicated that it was obvious it was my intention to pay, that I had no way of knowing how to credit myself, and attached a copy of my credit card statement. I got a return email that said they got my email but they could not promise when they would get to my dispute. So I waited a week then went to their website where it gave me a different set of instructions to dispute the ticket and I did those as well. Fifteen days were up on 9/29/22 and I had not heard from them and I was afraid I would have to pay the $***** if I didn't hurry and pay the $*****, so I followed instructions online to pay the ticket. I put in the ticket number, and paid it out of an abundance of caution, and they charged me not *****, and not *****, but $106.50. This has got to be a scam!!! I want my $106.50 back and a warning to people of this scam. Also, I tried calling them multiple times and never got an answer!!! They are located in ******* **.

  Business Response

  Date: 10/06/2022

  Thank you for contacting us. We are unable to locate a dispute or email under the email address provided on this complaint. Please provide the notice number or license plate number so we can assist you further. 

  You can all contact us at ************, press option 1 and it'll send you to a customer ******************** team member or email us at ****************************************.

  Thank you and we hope to assist you with your inquiry. 

  Diamond Parking