Diamond Parking Services review: Parking ticket

My husband and I parked in the retail park in Shawnessy (303 Shawbille Blvd SE) on 25th November 2023, to visit the local SoCal Bouldering Center.

We had already tried the allocated customer parking at the bouldering center, which was all full. We therefore tried at this parking site on the opposite side of the road, still part of the same retail park, since there were spaces available. We actively looked for car parking payment signs for the bay where we parked, but could see nothing, and so proceeded to leave our vehicle. We didn't think this was particularly unusual, since most malls and shopping parks do not charge for parking when using businesses on site - which as explained above, we were.

We returned 90 minutes later to find a parking ticket from Diamond Parking fixed to our windscreen. Confused and baffled, we looked around for any parking signs or restrictions, and eventually found one, located out of view behind another parked car. To emphasize the poor visibility of this sign, I want to add that it was posted at car-bumper height, with fairly small text (given it's a parking notice sign). Given that we had extensively looked for a sign, I believe that there was a car parked in front of the sign when we had arrived, and thus we had not been able to see it. Furthermore, even having now discovered the sign, it was positioned beside a specific row of bays that suggested it may only apply to those specific bays (not where we parked).

Given our distress upon receiving this ticket, I submitted a formal dispute to Diamond Parking on 28th November but have heard back nothing despite having multiple working days to hear back. It is now the 10-day notice period before a higher 'late fee' applies. I do not want to pay the early, cheaper, fee because I understand that many companies see this as admission of guilt and I do not feel like my husband and I are guilty in this case. We would have absolutely paid for parking if we were aware that it was necessary. We also certainly do not want to have to pay a 'late fee' because our dispute was not addressed by Diamond within the 10-day appeal period.

I would therefore like to request that this ticket be waived given the lack of obvious signage in the car park and the fact that we were, in fact, making use of an on-site business. I would be very happy to provide proof of our visit to the bouldering center if needed.

Thank you for your consideration and help.