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

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

• 

  Diamond Parking Services, LLC

  PO Box 21050 Spokane, WA 99201-7197

• 

  Diamond Parking Service

  320 Pine Ave Ste 405 Long Beach, CA 90802-2308

• 

  Diamond Parking Service

  936 E Green St Ste 106 Pasadena, CA 91106-2945

• 

  Diamond Parking Services, LLC

  #100 9939 Jasper Avenue Edmonton, AB T5J 2X4

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:12/30/2022

  Type:Customer Service 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.

  After parking in the parking lot to visit a business on the lot. I received a parking ticket to which I have inquired as to why I received one and my friend whom I arrived with (in separate vehicles) did not receive one. We both went into the business to get coffee. The company in question will not drop the parking fee without a receipt, which I do not have since my friend bought our coffees with cash.

  Business Response

  Date: 01/03/2023

  Hello,
  
   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:12/29/2022

  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.

  In November I parked in the lot near ****** centre. We selected one hour of parking, put in credit card information and paid through an online platform accessed through QR code. We saw that the count down on the webpage had begun and went for dinner We got back about 40 minutes later. The app had glitched and and error page appeared asking us to refresh and resubmit the page. I provided proof of the error page and filed a dispute to Diamond parking. The claim was denied because payment is required for the lot- which I acknowledge and tried to do. When I tried to raise my concerns to customer ********************** their response did not acknowledge the glitch in the webpage saying that because they didnt receive payment it is impossible there was a glitch.

  Business Response

  Date: 01/03/2023

  Hello,
  
  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:12/20/2022

  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.

  On 9 December 2022 at 9:02 we self-parked at the ********* hotel and tower self parking facility located at ************************************************. We saw the hourly/daily rates sign posted on the entrance at 1st street, drove in to the yellow gate bar, took a ticket and proceeded to spot B266. From there we checked into **************************** hotel, and was given a hotel parking pass, which we did not use. Upon leaving, a parking ticket was placed on our windshield from Diamond Parking Service, Reference #********** for parking owed, no advance payment and apparently improper parking. We were in a small Acura MDX plate number BXZ5025, which was nosed all the way into the spot and well centered in the lines. The ticket was for an insulting $93 or $123 if not paid in 15 days. We proceeded out of the lot, paid $23.98 at the gate and contacted diamond parking via phone and e-mail on 19 December 2022. An employee named ***** took my call and listened to my issue. He stated that if I emailed a picture of the ticket and our receipt it would be voided. Upon receiving a reply from *********************** stating Notice ********** was issued correctly as the vehicle in question had broken our terms and conditions for parking in this location. As a one-time courtesy, we have reduced the amount of this notice to the lowest acceptable payoff amount. Based on past reductions and voids, we may not offer additional voids or reductions going forward (if this is the case, all notices will stand as is). Please make sure you are able to pay Diamond Parking when parking in a Diamond lot beforehand to avoid these notices in the future.I feel this company is in the wrong as there were NO signs saying advance payment was required! The ticket we took at the yellow gate states pay at pay station, front desk, or at gates!!!!! Not only that, the car was parked in an open, marked, and clearly obvious parking spot and our car did not stick out into the drive lane as the bogus ticket described.

  Business Response

  Date: 12/28/2022

  Customer states that he believes this ticket was issued in error while parked at the ***************************** parking located at ************************************************* which is a gated facility that requires payment upon exit of the facility.  However, that facility is not one that Diamond Parking manages or enforces and that is not the location in which the ticket was issued.  The ticket in question(#**********) was issued while parked at our facility located at 121 **************** in *******,**(Lot ID# ******. Customer also ****** that there was no signage stating advance payment was required. However our facility is clearly marked that payment is required in advance and there are several options to do so.  Vehicle was also parked in the drive lane located between the *** stalls and general parking.  The rate for parking during the time he was located at our facility(9:37pm on 12/09/2022)Was $15 plus tax.  So be reducing the ticket amount to $23.94 that is reducing the ticket to the amount he would have paid for parking at the time plus processing fees.  For reference I have attached a Map highlighting the facility he believes the ticket was issued(in red), the facility in which the ticket was issued(in blue), and the location in the facility where he was parked(black X).  Additionally I have attached the picture taken of the vehicle at the time of ticket issue as well as the signage clearly stating advance payment is required as seen from the exact spot in which the vehicle was located.
  
  *****************************
  ******* Area Manager for Diamond Parking

• 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,
  
  ***********************