Complaints

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:04/02/2025

  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.

  Business Name:
  Direct Parking Services LLC / FirewatchNM
  
  Complaint Type:
  Service Issue / Misrepresentation / Operating While Dissolved
  
  Complaint Summary:
  This company continues to boot vehicles and collect fees despite being officially dissolved by the New Mexico Corporations Division as of August 30, 2024 (File No. REMOVED. Their practices violate both local booting ordinances and ethical standards.
  
  Details of the Incident:
  A vehicle was booted by Direct Parking Services LLC on April 2, 2025, at Citadel Apartments, 1520 University Blvd NE, Albuquerque, NM 87102. The vehicle is a 2023 Nissan Altima, displaying a valid temporary dealer-issued permit in the window. It was recently purchased and still within New Mexico’s 30-day legal window to register the vehicle.
  
  The immobilization notice cited “no current registration” as the reason, which is not a valid basis for booting under Albuquerque City Ordinance § 7-13. The notice also threatened an $800 fine for boot removal, which is not permitted by ordinance. The fee demanded was $75 in cash or money order, with no digital receipt or appeal process available.
  
  Only one improperly posted sign was observed on-site and does not comply with required dimensions or ordinance content (no booting start date, 24/7 contact line, or terms of use). The complainant also left a voicemail on the number listed on the immobilization notice, but no call was returned within the legally required one-hour window.

  Business Response

  Date: 05/06/2025

  Response to Complaint: The Complainant advised in her complaint that we booted her 2023 Nissan Altima on April 2, 2025. However, her documentation she provided to BBB, indicates we booted a Volvo Coupe. For this vehicle, there was a $75.00 boot fee to get the boot removed for no current registration displayed, which was paid and a receipt was provided to her. Attached are supporting pictures for the Volvo Coupe license plate BMHD08, showing expired as of April, 2024. Complainant indicates the vehicle was recently purchased and should not have been displaying an expired license plate, if this was the case. It should be noted that there was no Temporary Dealer Tag posted on any of the windows or in the interior of the vehicle. Citidel Apartment's has hired Direct Parking Services to monitor any parking violations, which I have attached our Business License as well. Direct Parking Services is not a dissolved company. However, there is new ownership pursuant to our Business License. I was only able to download four supporting pictures, but have more upon request. At this time, we will not be refunding the Complainant the $75 since the violation was committed. Thank you for your time in this regard.    

• Initial Complaint

  Date:03/30/2025

  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.

  My car was towed from my residence at the Copper Terrace Apts on Friday March 7, 2025 for apparently being parked in a spot that is supposed to be assigned to a disabled resident. The problem though, is that the spot is not clearly marked and does not even closely meet the ADA requirements for properly identifying designated parking spaces. First, the sign is hanging on the stairs and is a pretty far distance away from the spot, which makes it hard to notice. (which is why i didn't notice it) Also, there are no other markings anywhere to identify the spot. ADA standards actually specifically mentions that signs are not to be posted on stairwells. The spot my car was towed from does not meet any of the requirements. Had it been correctly and clearly marked i wouldn't have parked there. Being a parking enforcement company, they should be familiar with parking standards and regulations and able to determine that there is very obviously no clear signage or markings to identify the spot. And it was in the middle of the day when they had it towed, so at the very least they could have asked property mgmt if they knew who the car belonged to and made an attempt to contact me to move it. That would have been the decent thing to do. But instead they prey on the vulnerable. Honestly, a boot would've even been better than towing it off. At least when it comes to what it ends up costing me. Not that they have ever shied away from booting my vehicle(s) before. One night there was literally 4 cars (including mine) at our apartments that were booted for being "inoperable" because they all had flat tires. But none of them had flat tires when they parked there the day before. Very suspicious. Then 2 days later a different tire of mine was flat and i had a boot AGAIN! this is just getting ridiculous. and they dont care that these are low income apts and people here dont have money like that to pay ridiculous fees to keep our cars. we shouldnt have to worry about parking where we live

  Business Response

  Date: 04/02/2025

  We as a parking enforcement company have a legal agreement with the Copper Terrace Apartments to enforce their parking rules. These are their rules not ours. They tell us what they want enforced and we follow. A resident called us one evening and stated a vehicle was trespassing on her paid parking space designated to her and provided proof with the lease. The sign posted in front of the parking space states “RESERVED” and it has the owners license plate on this sign. This is not a handicap sign nor is it a handicap parking space, therefore ADA standards do not apply. The Copper Terrace Apartments have ordered us to tow any vehicles violating the reserved parking spaces. All residents are warned about not parking in these reserved spaces or they will be towed at vehicle owners expense. They are also warned by fixed signs throughout the property. When I spoke to REMOVEDseveral times and met up with her, the only complaint she had was in reference to some scratches on the inside of her rim from an immobilization device. I was not able to determine if the scratches were made by the application of the boot or by someone trying to remove the boot so I offered her $150.00 for the possibility it may have been caused by us although highly unlikely. She agreed and accepted the payment. As far as the towing of her vehicle, she couldn’t prove to us the vehicle in question belonged to her but we did advise her of the rules of the apartments. REMOVED does know the rules as this was not the first time she states she has been towed from the apartments. 

• Initial Complaint

  Date:03/10/2025

  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.

  My car was booted at the apartment complex where I reside and during the placement of the boot upon my car one of the aftermarket rims that I personally recently purchased was damaged and the company refuses to acknowledge the damage even though the person who works for them that removed the boot acknowledged that the boot did in fact cause the damage and they refuse to give me their insurance information.

  Business Response

  Date: 03/11/2025

  Direct Parking Services technician did, in fact, place a boot on the complainant's vehicle. However, anyone who was tampering with the boot, or, the technician who placed the boot, could have caused the damage. Since there's no way to prove it, we, in good faith, resolved this issue with monetary compensation to which the owner agreed to today.   

• Initial Complaint

  Date:09/25/2024

  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.

  On 9/18/24, Direct parking services LLC put a boot on both of my vehicles. One vehicle was parked in a handicap spot with no handicap placard. The other vehicle was parked in an employee parking space, but my registration was expired. I understand why the boots were put on my vehicles. I've been living there for over a year and other residents for several years. One morning everyone wakes up to boots on at least several vehicles. No one knew this was coming. We had no warning from apartment management, no warning from Direct parking services LLC, and there are no signs posted at the apartments anywhere warning this could happen. Obviously, § 7-13-5 BOOTING REGULATIONS AND NOTICE REQUIREMENTS was ignored by Direct parking services LLC and apartment management. This regulation states that "(A) No fewer than 14 days prior to the commencement of a booting operation at each and every location where a booting operation is to be conducted, the booting service or owner of a private or commercial parking lot shall post, and maintain in a conspicuous and well-lit location, a minimum of two signs no smaller than 24 inches in height and 36 inches in width, setting forth at a minimum:
  (1) the date upon which a booting operation shall commence and terms of use of the subject property.
  (2) the fee for removal of a boot; and
  (3) the name, address, and a 24-hour telephone number for the booting service as provided in subsection"
  I don't know about the other residents but as for me, a timely and fair warning like the example stated in § 7-13-5 BOOTING REGULATIONS AND NOTICE would have given me time to prepare and avoid the $150 total for the boot removal. I believe that I am entitled to the refund because § 7-13-5 BOOTING REGULATIONS AND NOTICE was not followed by Direct parking services LLC or Santa Fe Apartments Inc. Direct parking services LLC are not above the law. I do have all receipts and notices of why the boots were put on my vehicles if needed.

  Business Response

  Date: 10/12/2024

  We are very interested to answer to this complaint although we would need to know more information. The complainant states their vehicles were booted. We need to know the vehicles information such as year, make, model and license plate or vin. Also needed would be the address/community name and the date of this incident. 
  I have relayed this information to an investigator who called our dispatch number and said he would request this information and get back to me. We are unable to answer anything further without more information. 

  Customer Answer

  Date: 10/17/2024

  Kia Van/REMOVEDand Chevy Van/REMOVED

  Business Response

  Date: 11/13/2024

  Thank you for the information.   I'll start with this, the Albuquerque City Ordinance does not apply to the City of Santa Fe, NM. That's an Albuquerque Municipal City Ordinance only.  We do try and follow that model at all locations.  All locations have signs posted and we monitor that.  Sometimes a frustrated customer tears our signs down and we replace them as fast as possible.  As for the violations, well those were provided in writing to all residents and are part of the lease agreement.  Wee do apologize for the inconvience but will not be providing a reimbursement.  

• Initial Complaint

  Date:09/07/2024

  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.

  Parking policy set by my trailer parks management i rent from is 2 wheels on the curb. They towed one of my guests while we were home with no warning, claiming their car was parked in the street costing her over $200 in towing fees

  Business Response

  Date: 09/19/2024

  Upon receiving the complaint on 9/19/2024 we immediately conducted a review.  This tow occurred on 9/7/2024 at the East Gardens Mobile Home Park.  As I would like to remind you, Direct Parking Services is the company that checks our clients communities for the violations that have been provided to us by our clients.  Towing is conducted by any number of Tow Companies under contract with us on rotation.  Upon reviewing this particular complaint, we reviewed the photo that was provided by the complainant. The photo depicts a blue colored Kia parked on the street.  Closer inspection of the photos show the passenger tires on the concrete portion of the street with the rubber barely touching the rocks next to a mobile home identified as Space-27.  We next reviewed the community rules that have been provided to us.  The community rules state that a minimum of three (3) tires must be completely off the street (meaning the car must be parked at an angle, mostly off the street) or it shall be towed from the community.  These rules have also been provided to all residents in writing as well as signs posted, warning everyone that any violation of the community rules will result in their vehicle being towed 24/7, along with our dispatch phone number.   Based on our review, we see that a violation has occurred, a third party tow company removed the vehicle at the request of the patrolling technician and all steps taken were within our policies as well as a violation of the community rules.  We do apologize for any inconvenience, but we do recommend reviewing the community rules so as not to have a situation like this occur again.     

  Business Response

  Date: 09/23/2024

  Unfortunately the vehicle was in violation of your community rules. The enforcement has already occurred and has been documented. You can talk with the on call tow company but from our standpoint the violation was observed and turned over to one of the on call tow companies.  We will not be proving a refund.  Thanks for reaching out. 

  Customer Answer

  Date: 09/26/2024

  Complaint: REMOVED
  
  
  
  I am rejecting this response because:
  
  You have a legally illegitimate business with no active business license to be found on any state, city or county websites, your business is showing dissolved and even the address you have listed on the BBB you have NEVER been at. This was confirmed by other businesses in that building who have been at that address since the business was built. Unless you can show me a valid business license tied to a valid current address that i can verify through whatever government department is listed on that license, i am going to keep investigating the business and personnel operating it. 
  
  
  
  
  
  Regards,
  
  
  
  REMOVED
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:08/28/2024

  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.

  Placed boot on car with no cause. Despite car having all current registration, insurance, and title. As well car had parking permit sticker placed visibly on the front windshield. Caused minimal damage to driver side window due to sticker.

  Business Response

  Date: 08/28/2024

  Unfortunately, without all the information, I am unable to research our files, which would show why the vehicle was immobilized. At any of our clients communities, which are all private property, whether they are apartments or homeowners associations, they all have rules. Those rules are provided in writing under the resident. Owner relations act of Mexico. if this vehicle was a mobilized and there was a violation that occurred. Not sure what the violation was, but it could be one of many. It is very important to read the rules and to follow them in order to avoid having a vehicle mobilize while I’m private property. we do apologize for any inconvenience however, please make sure to read and follow the rules as stated.