Diamond Parking Services LLC

Hi [redacted],Thank you very much for your inquiry regarding your monthly parking at our lot [redacted]. I will be happy to help provide clarity on the situation.While reading your email, there may be some confusion on the billing process for monthly parking, which may explain some of your questions and...

frustrations. I will be happy to explain the process.First, I wanted to make sure that you were aware that each parking lot in the city is always subject to price changes based on a variety of factors such as supply and demand, seasonality, and outside influences such as construction or road closures. This is why you will see the price fluctuate both up and down on the daily and monthly rates at the lots. Some lots are more stable in pricing and others are more adaptable to the parking climate. We analyze the sales trends, monitor our competitors’ pricing, and stay informed on any business openings/closings or any road/building construction that would influence parking in order to create a fair market rate for our parkers. When the Area Manager had communicated to you that the price of the lot was $200 on his email on November 2nd, 2015, that was accurate at the time. The lot changed prices from $200 (Prior to taxes and fees) to $400 (Prior to taxes and fees) effective as of April 1, 2016 and was communicated to you via writing in the last week of February along with your Parking Permit for the month of March.Obviously price changes are impactful to our customers and their financial and transportation planning so we want to communicate any raising or lowering of the cost of the parking as soon as possible to our monthly parkers. Our Parking Services department processes payments on the 15th of the month for the next month’s parking and then sends out the parking permit along with the Invoice for the following month. For example, on June 15th, the July parking was charged to our customer’s credit cards. Once payment is confirmed, the July permits are mailed out to the customers along with the Invoice for the August payment, typically around the 20th of the month so that the Parking Permit and the future Invoice will arrive in the last week of the current month. This system allows that the customers will be able to see the future plans for the lot pricing and have around 10-15 business days to decide if they want to remain in the parking lot or seek other parking solutions.I have attached a copy (Each attachment has the requested duplicate date of June 24th at the top of the letter rather than the actual date that it was created) of your three most recent Invoices (45555MARCH.PDF, 45555APRIL.PDF, and 45555MAY.PDF). As a reminder, the March Invoice would have arrived the last week of January, the April Invoice would have arrived the last week of February, and the May Invoice would have arrived the last week of March. You do not see a June Invoice because you had cancelled your parking for the month of June so we are unable to get a copy of this Invoice.The important parts to see on the Invoices are contained in the bottom section (This is from the 45555MAY.PDF):
I wanted to bring your attention to the bolded part that states, “ALL PRICES AND FEES ARE SUBJECT TO CHANGE AT ANY TIME AND WITHOUT NOTICE.” In addition, please notice that the Invoice correctly states what the future bill will become. In this case, the parking for May will be $492.40.Based on the notes on your account from our Parking Services Department, it looks like you were set up in November of 2015 and that you communicated with the Parking Services Department on May 20, 2016 regarding the rate increases and that you were informed that the Invoices reflect the price. Additionally, you had made a refund request and the Parking Services Department completed the refund request for the parking for the month of June on June 1, 2016.
Based on this review, I unfortunately must deny your refund request as each Invoice:? Was accurate to what was billed to your credit card.? Was mailed out with 10-15 business days’ notice prior to the auto-pay on the credit card which gave you time to review the price changes and to respond to us with either questions or a request to change your parking situation. Because we did not hear from you, we continued the auto-pay credit card payment on the 15th of the following month.? Your June parking has already been refunded (This is what the Area Manager told you would be refunded).We appreciate your business and understanding of this situation and please feel free to contact me if you are looking for other parking solutions that may better suit your needs.Thanks,Paul M[redacted]Operations ManagerDiamond Parking Service
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:Please note that my ticket reference number from Diamond Parking LLC is [redacted] and my license plate number is [redacted]. 
Thanks,[redacted]

Dear Mr. [redacted]
I have reviewed your information as presented in your letter via the Revdex.com.  I apologize for any frustration you have faced with your recent parking experience.  Our goal is to provide seamless parking transactions that don’t require any...

follow-up on the part of the customer, which clearly has not been happening here.  In reviewing the history of the license plate on your vehicle, it is clear that there have been multiple previous issues.  Since October of 2015, you have 4 paid notices, 5 voided notices and currently, there are 3 open notices on your vehicle.  In a review of these open notices, there are no payments recorded for the stalls in question.  This clearly indicates a recurring issue and I would like to assist you with solving the matter so we can have the seamless experience going forward.  I would like to propose two solutions that are available to you.
            1:  Call to Park:  Diamond Parking has a ‘Call to Park’ option on our lots that enables you to pay from you cell phone and links the payment directly to  the license plate of your vehicle. 
            2:  Monthly parking:  Diamond Parking sells a monthly parking pass that you hang from your rear-view mirror and is usually sold at a slight discount to paying the regular daily rate.
I would love to discuss this further with you.  Please feel free to contact the local office at (509) 747-8144, or visit us at 715 W. 2nd Ave, Spokane (we are on the same block as the parking lot you are utilizing).  I look forward to finding a solution that will work better for you moving forward.
Thank you,Andrea P[redacted]Regional Vice President of Operations- Diamond Parking, Eastern Washington, Idaho

Complaint: [redacted]I am rejecting this response because:
 
Per Revdex.com instruction: THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY...

POSTED ON Revdex.com'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. 
 
Therefore I will not supply my license plate number. The reference number is [redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am responding to their request with my information. This isn't a resolution just yet that is why I selected that response.
 
 My ticket # [redacted]. License Plate # [redacted]

Response to Revdex.com case #[redacted]
This parking notice was issued for improper parking.  Below is a picture taken of the vehicle at the time the parking notice was issued.
We are under contract with the owner of the property to enforce a 2 hour time limit and proper parking within the...

spaces/lines and not to encroach upon adjacent parked cars or impede the flow of traffic through the lot.  These parking rules are posted on the lot in our Terms and Conditions signing.  The above picture shows the parking space lines clearly and shows the vehicle clearly parked in a striped out area, designed to keep a safe flow of traffic moving through the parking lot.   
There is no fee to park on this lot and the lot is for patrons of [redacted] and [redacted]  As a courtesy we have voided this parking notice.
We will now consider this matter closed.
Sincerely,
Chuck H[redacted]
City Mgr., Diamond Parking Services
Office – [redacted]
Cell – [redacted]
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
Thank you for your response and providing additional information. I am rejecting this response because:
- As stated, this is the first correspondence I received regarding this matter.
- I was not near the site that this was claimed to have occurred and was not using the vehicle at the time.
  "Was someone else using the vehicle?" I ask myself. Well, if I had known about this more than a year ago when it was claimed to have occurred, I may have been able to ask someone else like a roommate at the time if they had taken the car without telling me (which is not a common occurrence, but granted, possible). However since it has been over 15 months, nobody is going to remember and it is not reasonable to expect somebody to remember. The reason I know that I did not use the car is because my time is strictly logged at my job.
- Since it is not reasonable to expect somebody to remember what they were doing at a specific time of day 15 months in the past, it effectively curtails any ability of mine to investigate the situation, ask roommates about it, etc.
[redacted]I cannot speak as to specific policies, procedures, or motives at Diamond Parking. I cannot say how reputable or disreputable this company or any specific employees past or present may be. I can say though, that a technique that would be effective IF a disreputable company/entity were to attempt to get money they were not owed, would be to wait an extended period of time until the other party did not have access to records or people that could possibly show that the party did not actually owe the claimed money. Then, after that extended period of time, go after them.[redacted] Since it has been this long, it is not reasonable to expect that I pay this money.
Sincerely,[redacted]

Dear [redacted], I am happy to help resolve this situation. As a onetime courtesy, we have voided the Parking Notice, reference number [redacted]. Below are photos of your vehicle and plate number that was taken at the Trader Joes parking lot while our staff was monitoring the facility. Both of...

these photos are date and time stamped. The reason for the notice was you parked over the line which prevented other vehicles from parking in the next stall. Please note printed on the back of the notice is our website and phone numbers available to contact us directly to appeal a parking notice fee. We will look forward to you being a future customer of Diamond Parking and please feel free to contact me if you have any questions or concerns.

Thank you for bringing this issue to our attention.Customer states that they received a parking notice while in their private, secured garage, and that Diamond Parking does not have the right to enter the premises.Diamond Parking is contracted by the property management company of this facility to monitor the parking garage for parking compliance. Property management, at their direction, has given Diamond Parking the appropriate authorization and access devices necessary to complete the contracted tasks. There is no scam here. Further questions regarding Diamond Parking’s access to the property by the customer should be taken up with the property leasing office. In regards to the notice issued, the vehicle was parked in an electric charging station, but was not a low emissions or electric vehicle according to the pictures and vehicle information we collected. Since customer states that this is his assigned spot, we will provide a courtesy void in addition to clarifying the assignment of stalls with property management.We thank you for bringing the issues to our attention and hope to have the chance to service your parking needs in the future.Todd K[redacted] Operations Manager DPS Eastside Operations [redacted] Bellevue, WA 98004 office: (425) 462-4208

Dear Revdex.com,Diamond Parking Inc. is committed to providing the best customer service in the parking industry.  When situations such as a Revdex.com complaint occurs, we can only endeavor to handle it in a timely, fair manner and attempt to develop a procedure that is more beneficial...

for our customers in the future. However, we are still required to follow set procedures and guidelines under our insurance policies.As supporting documentation we have copied the letter which was sent via [redacted] mail and emailed to Mr. [redacted] on May 15, 2015 at 8:49 AM and pasted below our response to the complaint. Diamond Parking operates the parking on the west side of 4th Avenue for one city block between Columbia and Cherry Streets. Our investigation revealed that on May 11, 2015 Mr. [redacted] valeted his vehicle at the 4th and Columbia portion of the parking facility. Due to another customer locking their vehicle and blocking the entrance ramp there was no access into the Columbia portion of the 4th Avenue parking facility and Mr. [redacted]’s vehicle was parked for a short time at the Cherry end of the 4th Avenue parking facility. After a very brief time the blocking vehicle was removed from the entrance ramp and Mr. [redacted]’s vehicle was moved into the Columbia parking facility where it remained in a stall all day until he retrieved it and left the facility. On May 12, 2015 Mr. [redacted] asked his employer to file a claim on his behalf stating there were two new dents in his vehicle. He stated “…really hard to see, about hip level like someone walked between cars pushing on it, or a mirror from another car pushed in on it”. I opened an investigation into the claim on May 13, 2015 and sent a declination of his claim on May 15, 2015. Our investigation confirmed the aforementioned two parking stalls where his vehicle had been parked on May 11, 2015 and that the alleged damage was not consistent with occurring at the parking facility.Our decision to decline his claim for damages was based on several reasons. The location of the damage on his upper left quarter panel is not consistent with the operating procedures of the facility where all vehicles are backed into a parking stall and the employee only enters and exits a vehicle from the driver’s door, the alleged damage could not have occurred at the premises without collateral damage to the lower or protruding portion of the left quarter panel if it has struck or been struck by another vehicle or a pillar or wall, the alleged damage has no paint transfer or striations which would be present to cause an indentation, the location of the alleged damage is not consistent with the operations of the facility, the type of alleged damage could not have occurred from a person pushing or rubbing against it,  and his vehicle had left the facility which makes it impossible to know when, where, or how the alleged damage may have occurred.To address the other concerns in Mr. [redacted]’s complaint:I did not state Mr. [redacted]’s vehicle was only parked in one stall. Our letter clearly stated it was parked in two stalls and the below letter addresses that fact in the second paragraph. All parked vehicles have a claim ticket and we are able to identify where his vehicle was parked by the tracking system on the ticket. We inspected both stalls where Mr. [redacted]s’s vehicle had been parked and there was no appurtenance which could have caused the alleged damage.The stalls where his vehicle had been parked meet industry standards and would not have required an employee to squeeze by his vehicle.There were no claims for damage to any other vehicles at this parking facility which eliminated the possibility of a two car incident.On May 15, 2015 at 9:05 AM Mr. [redacted] threatened legal action against our company. Unfortunately due to our litigious society once we are advised of pending litigation we must follow a strict protocol to protect our company in a court of law. We advised Mr. [redacted] that we could not produce any work product however he can review the posted terms and conditions at the parking facility and on his claim ticket.Due to the aforementioned we were unable to accept Mr. [redacted]’s claim for damages and we declined his request for reimbursement. Sincerely,Diamond ParkingMr. [redacted],It is my duty to investigate every claim that is reported. Situations such as yours are difficult due to the claim for damage occurring after the vehicle has left the premises. The bailment laws state that in this type of situation, the liability of the bailor/bailee agreement ends once the property/vehicle leaves our custody or the premise. The investigation included statements from employees, an inspection of the location and a review of all paperwork that was submitted. On May 11th your vehicle arrived at the facility while the ramp to the upper levels was closed due to a locked vehicle. The parking employees parked several cars in our adjoining surface parking facility and grouped the vehicles together where they remained. The surface parking facility only had a few self parked vehicles in it which were not adjacent to your parked vehicle. Approximately 20 minutes later the ramp was cleared and the employees moved your vehicle into the parking facility. At no time was a self-park vehicle parked next to your vehicle.An inspection of the parking facility did not reveal any appurtenance or object that could have caused the claimed damage (depressions in the quarter panel above the reveal line with no color transfer, striations, or collateral damage to the quarter panel). Further the damage to the vehicle is on the left rear side, which under the operating procedures at this facility makes the damage unlikely to occur on-site. The standard operating procedure is to back all vehicles into a stall. Our employees’ only access a vehicle from the driver’s door thus an adjacent car would not have been able to strike the left rear of your vehicle. The interviews of the employees did not provide any recollection of an incident involving your vehicle. Our employees stated that they did not impact any object or vehicle and did not come in contact with your vehicle in any manner that could have caused the claimed damage. There were no claims by any other customers on the date of the alleged incident. The damage that was reported consists of two areas located in a recessed area on the horizontal portion of the left quarter panel below the glass which is difficult to see. There is no damage to the rest of the quarter panel so the damage is not consistent with striking a pillar, wall or an adjacent vehicle. The location and shape of the claimed damage would be unusual from an impact with an adjacent vehicle mirror as previously referenced since there was no transfer of paint or plastic from the impact or damage to other parts of the quarter panel.I empathize with your situation and understand the frustration in observing damage on your vehicle, but due to the aforementioned it is our conclusion that the damage did not occur while your vehicle was in our custody and we must respectfully decline your claim for damages.Truly yours,Claims Department

[redacted],
Thank you for bring this problem to our attention.  This parking notice that was issued was for improper parking.  We are under contract with the owner of the property to enforce a 2 hour time limit and proper parking within the spaces/lines and not to encroach upon...

adjacent parked cars or impede the flow of traffic through the lot. Diamond Parking Service’s role at this location is making sure patrons of Rite Aid and TJ Maxx are able to park while shopping and to monitor the spaces from parkers whom walk off to other business affecting the ability to find parking.   The lot owner will be contacted on the necessity of restriping the lot addressing your comments that were made.  There is no fee to park on this lot and the lot is for patrons of Rite Aid and TJ Maxx.  Sorry for the inconvenience this may have caused.  I have voided this parking notice.  Diamond Parking now consider this matter closed.
Sincerely,
Ray G[redacted]
Operations Mgr., Diamond Parking Services
Office – 541-343-3733
[redacted]@diamondparking.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The information you have on file is correct. Thank you for reviewing this matter and offering an amenable solution Sincerely, [redacted]

Hello [redacted] Thank you for your inquiry regarding the Parking Notice [redacted]  that you received while parked 318 5th Ave N.  We do offer an Early Bird Special Monday through Friday yet we cannot verify that the signage that was posted on Saturday, February 11th stated Monday...

through Friday.  We will honor the $5 charge for this notice and will process a refund in the amount of $17.07 which is the difference of Early Bird and Parking for 2-3 hours.  We will send this to you via check and you can anticipate to receive your refund in 5-10 business days. Your notice has been voided from the system and you have a zero balance.  We will be reviewing our signage at this locations to make sure we deliver a clear and concise.  I also reviewed our email system and was not able to locate an email sent from [redacted]@gmail.com.  When we do receive emails an auto-generated email will be delivered to the customer stating we will respond within 48-72 business hours.    I apologize for any inconvenience this may have caused and thank you for being a Diamond Parker! Theresa Theresa S[redacted] / Operations ManagerParking Services

Hello [redacted], thank you for your inquiry. Please provide a parking notice reference number or your license plate in order to properly investigate your concerns.
Thank you in advance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your help and thank you Diamond parking for handling this professionally.
Sincerely,
[redacted]

Dear Mr. [redacted],I apologize for the delay in receiving your notice in the mail, prior notices were sent but the change of address could have caused the delay. Parking tickets are placed on windshields  under the wipers. It may have been blown off in the wind. The lot you are referring to is...

signed as a permit only, not a public parking lot. You may have parked in a lot with the wrong permit or no permit. As a courtesy I have gone ahead and voided the notice. We will look forward to you being a future customer of Diamond Parking and please feel free to contact me if you have any questions or concerns.ThanksJohn C[redacted]City ManagerDiamond Parking Services

If Mr. [redacted] can reply back with the parking notice number and license plate of the vehicle in question we would be glad to review and respond to the complaint.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 
Business has offered to reimburse the paid parking violation as a one time reimbursement. I have attached the receipt of the charges from AVIS RENTAL CAR to this email. Please forward to business for reimbursement.
Sincerely, [redacted]

License plate: [redacted]  CA
Reference number: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]