ComplaintsforDiamond Parking Services, LLC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Diamond Parking advertises their We Care program on the signs in their parking lots. It says they offer free assistance for things like flat tires or locking your keys in your car. On Tuesday, June 11th at around 7 pm I called their We Care number for assistance because I locked my keys in my car. I was in their lot at ************************************************************ and called the number on the sign. Location code 3924. Since the office was closed I followed the prompts on the We Care line for my area and was connected to Advance Towing. I told the man that answered that I was calling from a Diamond Parking lot and told him where it was located. He sent a tow truck over but told the driver to charge me. I showed the driver the sign in the parking lot and said thats the number I called. Driver said thats not our phone number. I explained I knew that but thats the number I called. He said he didnt know anything he was just told to charge me So I called the We Care number again, followed the prompts and was again connected to Advance Towing. I started to tell the man that answered that I was confused because Im calling the Diamond parking we care line and he rudely cut me off saying were not Diamond parking and hung up on me. I sent all of this information to Diamond Parking on June 13th, asking to be reimbursed, and it is now July 6th and all Ive heard from them is that they are investigating. It took two weeks to just get that. I feel like they dont care that I was defrauded by a company they contracted to work for them.

  Business response

  07/08/2024

  Hello ********,
  
  Thank you very much for this feedback.
  
  We sincerely apologize for this experience. Our ********************* will investigate this incident with Advance Towing regarding the We Care program, this is an automated complimentary service, so this should not have occurred.
  
  We will have a CSR contact you today to arrange your reimbursement.
  
  If you require further assistance, please contact me directly at **************************************************
  
  
  Thank you,
  
  
  ***********************
  General Manager
  Diamond Parking Service - ******

  Customer response

  07/08/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to ************* last Friday 28 June ********************** law for some shopping. My sister had an appointment in ************** because she is 9 months pregnant. I had to wait for her in the parking lot but I got call from her for some help. So I left my car to take her. But when I got back there was a ticket on the front of my car for illegal parking. When my sister in law saw the ticket she got panicked thats why we cancelled our plan for shopping because it was not safe for her. Please understand our situation and solve my issue. Thanks

  Business response

  07/11/2024

  Hello,
  
   We need a little more information in order to research this 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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After parking in our ******* parking lot, I went across the street to give a homeless guy some money. After no more than three minutes, I returned and shopped at *******. After finishing, I cam outside to find this ticket on my windshield claiming I left the parking lot. Not thinking to much of it, I emailed the company explaining that I simply went to give a homeless man money. They responded with "no business may be conducted outside th parking lot". I tried to explain that donations to the homeless does not count as business, but they refused to respond to said claim. I then noticed that the ticket was made one minute after I pulled in, meaning that someone was ready and waiting hoping to get a quick payday. I was very disgruntled to see them conduct themselves in such an inhumane manner, and I don't believe that giving someone ten dollars is the worth an $86.50 ticket. This is a gross misconduct and an awful humanitarian situation to be put in. If people can't help there fellow person without being penalized by private corporations, what the h*** are we doing.

  Business response

  07/09/2024

  Hello,
  
  Thank you for your email.  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. All parking rules have been created by the property owners.  Diamond Parking has been hired to enforce these parking rules as posted on the property due to the unauthorized use on the facility. One of the rules posted is you are not permitted to leave the property without your vehicle, or you can be ticketed and/or towed. You can park for free while conducting business on the property.  Once you leave the lot you are in violation. Specifically in your case, you were witnessed by our patroller leaving the lot which put you in violation, and the patroller is contracted to immediately issue a notice.  You appealed stating you sopped for a n hour,however, there was not receipt/documentation provided whit this claim. This being the only ticket on this plate, I have extended a one-time courtesy void.
  
  
  Regards,
  
  ***********************
  MANAGER PARKING SERVICES ******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was a parking ticket left on my vehicle from Diamond Parking Service on June 26 at ************* in *******. The picture of license plate on ticket and the recorded plate number on ticket do not match. If this was a police issued ticket, it would be dismissed as the information is incorrectly recorded. I have contacted Diamond Parking and have not heard from them. If their officers issuing tickets are unable to enter information correctly, I wonder how many other people have tickets that were not correct. I am expecting a response from company as the only way to contact them via their portal and they do not respond. I have now turned to the BBB in assistance to get a response.

  Business response

  07/03/2024

  Hello,
  
  Please accept our apology regarding this mishap. We can see that this notice has been issued in error when typing in the plate and we have voided it as a result. Again, we are sorry for any inconvenience this may have caused.
  
  
  Regards,
  
  ***********************
  MANAGER PARKING SERVICES ******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday June 12th at 5 :41 I parked at ********************************************************. I had to use my personal cell phone and cell service to purchase a parking ticket due to there not being a diamond parking kiosk. or even a receipt printed after paying for parking. I took a screenshot of my parking payment. I went to dinner; I came back well before my expiration of time and found a ticket issued for non payment 3 minutes after I parked. I was shocked and upset as I paid for parking. There was an unhelpful employee looking around and issuing tickets with headphones in and I tried to get their attention and was ignored despite yelling very loudly to get their attention, I was unsuccessful. I left upset and angry, i tried to call them and got the message we were not accepting call due to heavy call volumes, gee I wonder why? no employees, no one cares just out committing fraud. My parking number was *********. My ticket number issued by the headphone employee I received for paying is reference number ********** checker number 2072. I have screenshots of all this, I will submit. At this Point my resolution will be a refund of parking and a charge of $50.00 for my time and the use of my personal cell phone and personal cell service to buy a $5.26 parking space downtown only to be hassled and defrauded. this is unacceptable behavior. it's very egregious and the number of complaints on the BBB website with the same issue someone needs to do something about this fraud being committed on the public for of piece of asphalt for a short time.

  Business response

  06/28/2024

  Hello,
  
  Our goal with any customer, is to provide the reason the notice was issued to prevent it from happening again in the future, and then to provide a resolution. We need a little more information to research this complaint further, the notice number you provided is showing a notice in ********, ** and the license plate on your receipt is not in our system, please verify the information..  Can you please provide the notice number and any other information you feel is valid to the appeal of this notice? You can send it to ****************************************** As soon as this is received, we can then review your specific appeal.  Thank you.

  Customer response

  06/28/2024

   
  Complaint: 21914105
  
  I am rejecting this response because: I have provided the screen shots of the ticket. Issued  and both reciepts . Please view all information  provided.  I was in ******* washington  . Not in **********.. 
  
  Sincerely,
  
  *****************************

  Business response

  07/01/2024

  Unfortunately,there is no attachment with the notice. The customer has provided attachments showing payments made but we need the reference number on the notice that was issued to assist further. The number they listed in their email ********** is not a valid notice for *******, **. Please provide a photo of the notice. 

   

  Thank you,

  Diamond Parking

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/20/24 my partner and I parked in a parking lot monitored by Diamond Parking. We paid at pole F047 at 8:36pm but found a parking ticket from 9:50pm when we returned to our vehicle. I disputed the notice/ticket, sharing proof of payment for our parking spot. They responded with the decision to REDUCE my fine. I see no legal or ethical reason I would need to pay any fine, as I had not committed any infractions.

  Business response

  07/02/2024

  Hello,
  
  I recently became aware of the BBB complaint filed against our company regarding your parking ticket issue.
  
  I understand your frustration and apologize for any inconvenience caused by the confusion surrounding your payment to City of *******. The pay station is for the customers that utilizes street **********************. Since you did park in our parking lot, I went ahead and reduce your ticket to Parking Owed (the rate you would have originally paid to Diamond Parking).
  
  To assist you further, I recommend contacting City of ******* directly to request a refund or clarification regarding your payment. If you encounter any difficulties or need additional assistance, please do not hesitate to contact us.
  
  Best Regards,
  
  ***************************;| Area Manager ******* Self-Park 
  DIAMOND PARKING SERVICE

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 16 I was given an $83.15 parking ticket in one of their lots on the grounds that I parked there and did not visit the establishment associated with the parking lot (a ********* I appealed it, stating that I DID go to the ******** but temporarily walked off to meet someone the lot and returned, and went into the ******* (in less than 15 minutes).They denied my appeal and will not respond to further contact attempts (you can only contact them by email for appeals, I called them and they would not accept any conversation over the phone). They are demanding a receipt that I bought something in ******* that day; however, I entered *******, browsed, and left without buying anything that day. The ticket should be waived because I did attend the establishment in which their parking lot is located.

  Business response

  07/03/2024

  Hello,
  
  Our goal with anyone, is to provide the reason the notice was issued to prevent it from happening again in the future, and then to find a resolution.  We need a little more information in order to research this complaint further.  Can I please have the notice number provided and any other information that is valid to the appeal of this notice? It can be sent to me directly at ***************************************** As soon as this is received, I can review the specific appeal.   Thank you.
  
  
  Regards,
  
  ***********************
  MANAGER PARKING SERVICES ******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I parked my car to go to dinner. I had to get my daughter to help me pay for parking as there were no meters around at all to pay for parking. Everything had to be done electronically. I went to the website posted but they couldn't locate the lot. My daughter realized it only worked with the ** code on the sign. I appealed and provided my proof of payment and my explanation for the couple of minutes discrepancy. In the appeal denial, I was told that the lot I paid for was a different lot and not affiliated with their managed lots. This is incorrect. The sign was beside my car so my daughter definitely paid for the correct lot. The address at the top of the parking pass does not match, however, if you look at the "Where to go" section of the parking pass, the address matches.

  Business response

  06/27/2024

  Hello,
  
  We apologize for the frustration and do see where there could be confusion.  We have cancelled this notice and will reach out to our Operations team to try and work on a solution that might help minimize this type of inconvenience in the future. Thank you! 
  
  Regards,
  
  ***********************
  MANAGER PARKING SERVICES ******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid for parking at Diamond Parking Service with my credit cards entering my license plate. I was there for two hours, under the time I prepaid for, and there was a ticket on my car for no advance payment. They made it difficult to upload a picture of the statement.

  Business response

  06/24/2024

  June 21, 2024
  Reference #**********
  Dear ************,
  Diamond parking has received the above referenced complaint to the parking notice you received on 5/15/24. We have voided your notice as we were able to see this was a mistake with your license plate entry. We are sorry to hear there was an issue with uploading photos when communicating with us and I appreciate you reaching out to help us resolve this notice for you.
  We at Diamond Parking strive to have outstanding customer ********************** and to make sure every customer is satisfied while ********************** with us.
  We appreciate your patience and hope to have you park with us again in the future!
  
  Sincerely,
  ***********************, Regional Manager
  Diamond Parking, *********, **
  *************

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This situation occurred May 17, 2024. I've tried contacting the business several times and did not get a response from them. I wrote a review on the Better Business Bureau's website and did not get a response from this business.I am taking this a step higher now. If I can't get the results I want here, I will contact my lawyer.On May 17, 2024, I drove my 90 year old father to a business on ********** just north of ****************************************. He had an appointment close by. I parked in a parking lot we've been using for years. When we got back to the car there was a ticket on our windshield for $83.15. I called the company and told them that I would not pay the ticket because there were no signs in the parking lot saying that we could not park there. I was told that there are signs. This is a lie. If there are signs there, they are not clearly visible. I was also told that it is my choice not to pay the ticket, but if I do not pay the ticket, my car will be towed if I ever park in a Diamond Parking lot again.First of all, I do not know where all of the Diamond Parking Lots are in the city because there is no clear signage anywhere.Second of all, it is not legal to tow my car just because I don't pay a ticket.I want a written apology for this more for my 90 year old father's sake. I have never encountered such arrogance and spite from a business before.

  Business response

  06/17/2024

  Hello,
  
  We do need a little more information from you in order to research this situation further. Can they please provide the notice number to us and any other information they feel is valid to the appeal of this notice? It can be sent to me directly at ***************************************** As soon as we receive this, we can research the specific issue and find a resolution.
  
  
  
  Regards,
  
  ***********************
  MANAGER PARKING SERVICES ******

*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. ↩