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:13/06/2025

  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 June 8th, 2025, I parked my vehicle at the Indigo-managed lot located at **********************************************************************) to make a quick return at Winners. My store receipt shows the visit lasted less than 10 minutes (5:07 PM to approximately 5:09 PM). Despite this, I was issued a $65 parking ticket by Patroller #*** during that time.The parking lot enforces a minimum payment of $4 for one hour. I was fined even though I did not exceed this minimum payment period. There was no visible signage informing customers that payment must be made immediately or that refunds can be requested after paying for the full hour. As a first-time visitor, I was not informed of any such policy by parking staff.I initially submitted my receipt to Indigo to dispute the ticket. They responded by offering a reduced fine of $25, claiming I should have paid for the hour and then requested a refund, but did not cancel the ticket. To further support my case, I provided dash cam footage confirming my short stay (I got there at 5pm and got to my car 5:10pm while the patroller was still there). I can also provide the full dash cam footage if needed to you.I believe this ticket is unjust and the enforcement policy unfair and misleading. I request BBBs assistance in facilitating a full cancellation of the ticket and a review of Indigos enforcement and communication policies to prevent unfair penalties on short-term visitors.

  Business Response

  Date: 17/06/2025

  Dear
  Better Business Bureau,
  
  Thank
  you for the opportunity to respond to the concerns raised in Complaint ID:
  23465364 regarding the parking notice issued on June 8, 2025, at The Rise
  parking lot.
  
  We
  would like to clarify that the parking lot in question has only one designated
  vehicle entrance, and prominently posted at this entrance is clear signage
  stating "Pay Parking in Effect."
  
  In
  addition to the entrance signage, there are multiple signs distributed
  throughout the lot reinforcing the requirement to pay for parking. These signs
  provide clear instructions for payment options, including payment through the
  mobile app, by scanning the QR code, or using the onsite payment machines.
  Regardless of how short the visit or shopping duration may be, parking payment
  is required for any vehicle parked in the lot. The minimum available purchase
  is for one hour of parking, which would have applied in this case.
  
  As
  the vehicle in question was found parked without any record of payment, the
  parking notice was validly issued in accordance with the posted terms and
  conditions.
  
  However,
  in an effort to resolve this matter amicably, our team has previously extended
  a courtesy reduction of the notice from $65.00 to $25.00. We are maintaining
  this offer and, as an additional courtesy, we have extended the reduced payment
  deadline to June 26, 2025. After this date, the notice amount will
  revert to the original balance of $65.00.
  
  We
  hope this explanation helps clarify the matter, and we encourage the
  complainant to make use of the extended reduced rate offer within the new
  deadline provided by making payment at our website https://indigoneo.ca/en/payment-notice.
  
  Sincerely,
  
  Melody ESPIRITU
  Guest Services Manager
  – – – – – – –
  610 – 1100 Melville Street
  Vancouver, BC, V6E 4A6
  Tel: +1 (604) 669-7275
  https://indigoneo.ca/  
  
  
  

• Initial Complaint

  Date:02/06/2025

  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.

  I am filing this complaint regarding a parking ticket I received from Indigo Park Canada at *********************. I work at this plaza and registered my license plate for staff **********************. However, on the day I received the ticket, I was not workingI was visiting the plaza as a customer. The staff ********************** was full, so I parked in a customer spot like any other ********** is unbelievable that Indigo gives staff no flexibility and imposes unreasonable limitations even when they are visiting the plaza for personal reasons. This is an ongoing issue that creates an unfair burden on employees who also support the businesses in the area as customers.Being penalized simply because my plate is registered as a staff vehicledespite not being on dutyis both unfair and inconvenient. I kindly request that you investigate this matter and help ensure that staff are treated fairly when they visit the plaza outside of work hours.Thank you for your time and attention.Parking Note number: DD674770 Date: May 30 at 2:31 PM Location: Lot 163

  Business Response

  Date: 03/06/2025

  Dear Ms. ****************** you for bringing your concerns to our attention regarding the parking notice issued at ****************************** on May 30, 2025.
  
  We have reviewed our records and can confirm that the vehicle in question was registered in our system as a staff member on May 21, 2025. As the parking operator, our role is to enforce the parking regulations that have been established for *********************. These regulations are set by the property management, and we are obligated to enforce them accordingly.
  
  It is the responsibility of the businesss manager or supervisor to ensure that all staff are fully informed of the designated staff parking areas and the rules in place, including those that apply during or outside of work shifts.
  
  Upon review, the parking notice issued to the vehicle with plate WM705P is valid, as the vehicle was not parked in the appropriate staff-designated area at the time. However, as a one-time courtesy, we will proceed with cancelling this parking notice.
  
  We kindly remind that you must adhere to the established parking rules and ensure your registered vehicle is parked in the designated staff areas at all times to avoid further notices. ********************* has dedicated staff parking zones, with sufficient stalls available for all registered staff members.
  
  If there are any further questions or a need for clarification regarding the parking guidelines, we encourage communication with your employer.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
  
  *************************
  Vancouver, BC, V6E 4A6
  Tel: *****************
  *************************************  
  
  
  

• Initial Complaint

  Date:27/05/2025

  Type:Billing 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 January 22 I went to tap and barrel and **************, which is where I also work. At this mall they provide 2hrs of complimentary parking for guests which works by registering your licence plate on an iPad provided by indigo at the front of the restaurant. I came to have food with my friend, and upon arriving I tried to register my licence plate, however due to a frequent technical issue with the device provided by the parking company, it took me a while to ensure my car was properly registered as it took multiple attempts. The parking company acknowledged that my car was registered 8 minutes past their grace ******* however I was told the notice was still valid and I would have to pay. It is very disappointing that despite the fact that I did all I could to register my car, there was a technical issue that caused my licence to register late by a couple minutes and INDIGO is still choosing to continue with the ticket. It is clear that this was not my fault and I tried multiple times to register my car. I also provided the receipt from the restaurant which proves I was there at the time the ticket was issued.the ticket in question was issued on January 22 and the ticket fine is 95$.

  Business Response

  Date: 27/05/2025

  Dear *****,
  
  Thank you for your correspondence submitted through the Better Business Bureau regarding Parking Notice DD615961, issued on January 22, 2025,in Lot 178 The Amazing Brentwood.
  
  We appreciate the opportunity to review your concerns and provide clarification regarding the circumstances of this notice.
  
  As outlined in previous communications from our Guest Services team, our patrol officers allowed a ***** period before enforcement to give visitors time to complete their vehicle registration. In your initial email,you indicated that you are a Tap & Barrel staff member who visited the restaurant for food and experienced difficulties registering your license plate. However, records show that the parking registration submitted was for a customer of *****, not Tap & Barrel.
  
  A further review of our entry cameras confirmed that your vehicle entered Lot 178 at 9:35 PM. The parking notice was issued at 10:51 PM, and your license plate was not registered until 10:58 PM. This resulted in an unregistered parking period of 1 hour and 23 minutes.
  
  Additionally, several registration attempts were logged between your arrival and the eventual successful registration, none of which were linked to your vehicle at the time enforcement occurred.
  
  Based on these findings, Parking Notice DD615961 was issued in accordance with our policies and remains valid. However, as a gesture of goodwillwe have now cancelled the parking notice.
  
  If you have any further questions or require additional clarification, please do not hesitate to reach out to our team.
  
  Sincerely
  
  ****** ********
  Guest Services Manager
  
  *************************
  Vancouver, BC, V6E 4A6
  Tel: *****************
  *************************************  
  
  
  

• Initial Complaint

  Date:12/05/2025

  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.

  Subject: Complaint Against Indigo Park Canada Services **** for Unfair Parking Ticket Issuance Complaint Against:Business Name: Indigo Park Canada Services ****Ticket Numbers: DD661084 and DD661118 Parking Lot Location: Lot 238 Dear Better Business Bureau,I am filing a formal complaint against Indigo Park Canada Services **** regarding two parking tickets issued at Lot 238 on May 6 and May 7, 2025. Both tickets were issued despite the fact that I displayed a valid grey visitor pass on my dashboard, in compliance with the parking rules. The signage at the lot only mentions "Reserved 24 Hour Parking", which does not clearly state the requirement for an extended pass between midnight and 7:00 a.m., leading to confusion.I reached out to Indigo Park for clarification, but they insisted that the tickets were valid based on their photographic evidence. I find this response unfair, as the signage was unclear, and I was not made aware of the overnight pass requirement.Given the confusion caused by the vague signage, I kindly request that the Better Business Bureau assist in resolving this issue and help have at least one of the tickets canceled. I believe the tickets were issued in error due to the lack of clear communication regarding the parking rules.Thank you for your attention to this matter. I appreciate your assistance in resolving this issue fairly.Sincerely,**** *******

  Business Response

  Date: 16/05/2025

  Dear Mr. ********************* you for your inquiry regarding the parking notices you received at The Arc,located at **************
  
  Please note that the visitor parking at The Arc is governed by specific restrictions established by the building management. As the parking operator, our role is to enforce these restrictions as directed by the property management team. The dedicated residential visitor (***) parking stalls are intended solely for short-term guest use, and their use is subject to clearly defined conditions. This set rules is also posted on-site where the *** stalls are (photo attached).
  
  According to our records, your vehicle was parked in a *** stall on both May 6 and May ******, displaying only the standard grey parking pass. Please be advised that between the hours of 7:00 a.m. and midnight, the grey pass is sufficient. However, for overnight parking (midnight to 7:00 a.m.),guests are required to obtain and display an extended parking pass,which must include the relevant date and time as written and authorized by the Building Concierge prior to leaving the vehicle overnight.
  
  Because the extended pass was not displayed on either occasion, both parking notices were issued in accordance with the buildings visitor parking policy.
  
  As a gesture of goodwill, we previously provided a courtesy waiver for your previous notice for failure to pay for parking as your vehicle was parked in a commercial spot but displayed the visitor pass on January 26, 2025.However, given that this courtesy has already been extended, the two notices issued on May 6 and 7 will remain valid and will not be cancelled.
  
  If you are visiting a resident at *******, we kindly remind you that it is the tenant's responsibility to inform their guests of the parking rules, including any requirements for overnight stays.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
  
  *************************
  Vancouver, BC, V6E 4A6
  Tel: *****************
  *************************************  
  
  
  

• Initial Complaint

  Date:27/02/2025

  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.

  I parked for a company Christmas event at this lot on December 12, 2024. I was issued a ticket for parking over 2 hours as per the following stated on the ticket: Regrettably, Indigo Park Canada Inc. hereby notifies you that you have parked on private property without properly registering or paying for the vehicle's licence plate, or paying for the stall number the vehicle is parked on, or displaying a valid pass, permit or purchased ticket(s), or have otherwise improperly parked, as detailed above in this Notice.There are no machines available at this location to pay for extra time. I have confirmed this with Indigo. When I did depart the lot around 3 hours later, there were plenty of open spots. They reduced my ticket from $65 to $25 which I paid but quite honestly I don't think this is a moral business practice. If you want to enforce time restrictions the customer should have the option to pay for extra time. I had no option and was slapped with an exorbitant ticket amount.This is a very odd business model for a parking lot and doesn't bode well for the businesses upstairs.

  Business Response

  Date: 05/03/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention regarding parking notice DD592805 issued at Lot 207, located at ******************
  
  After a thorough review, we have confirmed that your vehicle was initially observed in the lot at 12:08 PM and remained parked until the notice was issued at 2:13 PM on the same day. The parking area enforces a 2-hour time limit to prevent misuse, and as your vehicle was parked for over 2 hours, the notice was issued accordingly.
  
  We understand that December is a busy time for many, and longer dining experiences with friends and family can sometimes lead to exceeding the time limit. As a courtesy, we have decided to cancel the parking notice and process a refund for the payment made to settle the notice.
  
  Please note, however, that this location does not offer extended parking options. We kindly advise planning ahead for future visits to ensure a smooth experience.
  
  We trust that this resolution addresses your concerns.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
  
  *************************
  Vancouver, BC, V6E 4A6
  Tel: *****************
  *************************************  
     
  
  

  Customer Answer

  Date: 11/03/2025

   
  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.Thank you for your help in this matter, it is greatly appreciated.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:16/12/2024

  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.

  Indigo Parking Dec. 7 Originally a $65 ticket reduced to a $25 ticket (paid on Dec. 15) after attempting to resolve and receive an answer on the following.The sign reads, "Parking is provided for the convenience of Brentwood guests," (photo attached) which, based on the wording of "provided" and "convenience," suggests that parking is complimentary for guests of the mall. According to the dictionary, provided means "made available" or "supplied," and convenience refers to something that is intended to make a situation easier or more convenient. Given this, the language implies that the parking is designed for mall guests, and customers like myself, who frequently visit the area, understand that parking is typically free.I explained the above and they offered to reduce but not remove the ticket. I offered to pay the intended parking fee (as I would have had the sign not been confusing) and they just threatened to send me to collections... There are tons of reviews online about this company taking advantage by doing this and confusing guests.

  Business Response

  Date: 19/12/2024

  Dear Mr. ******************* you for reaching out regarding your parking notice through BBB.
  
  I would like to take this opportunity to clarify the parking guidelines at our facility. As indicated by the clearly displayed signage throughout the property, Pay Parking is in effect, with additional instructions such as Remember your license plate to pay for **********************. I understand that you are referring to the wording in the top right corner of the sign; however, this simply indicates that the parking is for the convenience of Brentwood Guests.
  
  While I understand there was confusion on your part regarding payment, I would like to extend a courtesy during this holiday season and confirm that your parking notice has been cancelled.
  
  It is important to note that our parking lot operates on private property, and registration is a mandatory requirement for all vehicles. Failure to register your vehicle renders it unauthorized, as outlined in our rules and guidelines. We encourage all patrons to familiarize themselves with these regulations to avoid receiving further notices.
  
  We hope this resolves the matter,and we appreciate your attention to this important issue.
  
  Thank you and best regards,
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 19/12/2024

   
  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.

  However, since I have already paid Indigo parking the $25 ticket fee, I would like this refunded to me, as their representative stated.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/12/2024

  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.

  I contacted Indigo Parking to dispute a double charge on my **** card for parking at the ***************** (Lot CVA195) on November 29, 2024. I noticed two charges of $4.44 each in my transaction history, even though only one transaction (********) appeared in the Indigo app. I used my **** card via ***** Pay for payment and provided evidence, including a screenshot of the duplicate charges.On November 30, 2024, I submitted a refund request through Indigos website, explaining the situation and including the necessary details about my vehicle and payment method. I also attached a screenshot to show the duplicate charges. On December 3, 2024, I received a response from **** *., an Indigo representative, who asked for the first six and last four digits of my payment card to verify the transaction.I replied on December 4, 2024, with the requested card details: the first six digits (******) and the last four digits (8920) from my Apple Pay Shakepay **** card. I also clarified that Apple Pay generates a different card number, which may explain why the full number isnt available. To assist with their review, I included another screenshot showing the transaction times.On December 5, 2024, **** replied, requesting the first six and last four digits of my Apple Pay card number for further verification. That same day, I responded, explaining that Apple Pay does not provide full card numbers. I reiterated the last four digits (8920) and attached another screenshot. I also asked Indigo to proceed with the information I had provided or share their refund policy so that I could escalate the issue with my bank if ************ has now been a week since my last email, and I have yet to receive a response from Indigo. Despite my efforts to provide all available details and evidence, the issue to get a refund on the second transaction remains unresolved and will have to be disputed with my card provider if there's no resolution via BBB.

  Business Response

  Date: 13/12/2024

  Dear Mr. ***************** hope this message finds you well.
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in our response as we needed to confirm the details regarding the two payments in question.
  
  After reviewing our records, we can confirm that we have received two payments from your card ending in ***8920 via Apple Pay. As a result, we are ready to proceed with issuing a refund for the second payment of $4.44. However, in order to complete this refund, we kindly request that you log into your account and re-add your credit card to your profile. Once this step is completed, please respond directly to our Guest Services team (****), and we will process the refund to your card immediately.
  
  We apologize for any inconvenience this delay may have caused and greatly appreciate your patience as we work to resolve this matter. Should you have any further questions or need assistance with updating your account, please dont hesitate to reach out to us.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:26/11/2024

  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.

  I am filing a formal complaint regarding a parking violation I received on Nov 19, 2024, at ************** in *******, **, and the refusal of the parking management company (Indigo) to resolve the issue despite my repeated attempts.I parked at 3:54 PM in the parkade. At the pay station, which was occupied, I noticed a sign stating I could validate parking at ********, where I was attending a 4:00 PM show. Trusting this, I chose to validate at Cineplex instead of paying immediately.Reaching Cineplex was time-consuming. I waited for the elevator to enter the mall, which is unfamiliar to me, and consulted a map to locate the theatre, which was across the mall and up another level. I eventually reached Cineplex and validated my parking as instructed.When I returned to my vehicle, I found a ticket issued at 3:58 PMjust 4 minutes after parking. It was impossible to validate parking within that timeframe. Had I known following the signs instructions would result in this penalty, I would have simply paid at the station.Ive emailed the company three times, explaining the situation and requesting cancellation, but theyve refused to cancel the violation.The Cineplex validation option inherently requires time to navigate the mall, especially for unfamiliar patrons. Issuing a ticket within 4 minutes is unreasonable and undermines trust in posted instructions.I request the BBBs assistance to resolve this matter and hold the company accountable for poor practices and refusal to act in good faith.Thank you for your attention to this matter.

  Business Response

  Date: 03/12/2024

  Dear Ms. ******************** Payment Notice #DD585860
  
  Thank you for your email.
  
  We have reviewed your case and confirm that the Payment Notice was issued in error and has been subsequently cancelled. Additionally, our Guest Services Team Lead communicated the cancellation to you on November 27th, 2024. We sincerely apologize for any inconvenience this may have caused and appreciate your patience while we investigate this matter.
  
  Should you have any further questions or concerns, please do not hesitate to reach out.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  I went to ********* to buy some drinks at *************. I parked at underground parking of the mall where I always parked for the last 24 years. When I comeback from sipping my drink, I found a parking ticket on my car dashboard Notice DD579751. I was confused as there was no signage that I need to register my License plate with **********************. I would If I only see a clear signage that I have to do so. Worst, the reason why I went to go get a cup of drink was because I am distraught learning the passing of a friend. I think I am caught unaware that the place I patronize their businesses like ********* and Save-on foods have a private parking company that manages the parking lot. I felt that after using my hard earned money on these businesses, I get a parking ticket. I hope for your help to cancel this parking notice which was unjustly issued because of no signage in my parking stall.Thank you.

  Business Response

  Date: 08/11/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We have reviewed the complaint submitted regarding the parking notice issued for a vehicle parked at the *************************************** lot on November 6th, 2024.
  
  We would like to clarify that the parking lot in question has been under the management of Indigo since March 2024. As part of our management protocols, Indigo has implemented a policy whereby all vehicles must be registered upon arrival to qualify for the 90-minute free parking period.This policy is clearly communicated to all guests through several visible signs throughout the parking lot, including a prominent sign at the entrance to ****************. We have attached a picture of this sign for your reference,which clearly outlines the registration requirements.
  
  We understand that personal circumstances may have contributed to the misunderstanding of this policy. With consideration of the situation, we have decided to cancel the notice issued to you on this occasion as a one-time courtesy. However, we kindly ask that you pay attention to the posted signs moving forward. Please note that any future validly issued notices by Indigo will not be eligible for cancellation.
  
  We hope this resolve the matter.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 15/11/2024

   
  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

  Date:09/10/2024

  Type:Billing 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.

  I was parked at ********************** in *************** on October 8, 2024.I arrived at the mall parking for a scheduled appointment with my physio therapist. I arrived at the parking lot at 9:33 AM. I left at 10:20 am and went home.I returned to the mall at approximately 2:45 pm for another appointment.I left approximately 4:30 pm When I got to my vehicle there was a parking ticket, claiming I had parked over 4 hours and Indigo issued at $65 parking ticket.I had parked in the exact same area as I had parked for my 9:40 appointment. There are no handicap parking in this area, so I try to park as close to the doors to the elevator as possible.I have photos from my apartment cameras to show that I had returned home at 10:22 am.I then was at home until I left for my second appointment. I had a phone meeting at home at 1 pm and this can also be verified from Worksafe BC.The ticket that was issued from Indigo is Notice : DD557325.I have filed a dispute by email to ******************************************************************************************************* And I attached the photos , which are date and time stamped, from my security cameras at my home apartment.I am seeking that this ticket be voided!And request that Indigo pay closer attention with more diligence.

  Business Response

  Date: 10/10/2024

  Dear ******,
  
  Thank you for reaching out to us regarding your recent experience, as referenced in BBB Complaint ID ********. We appreciate the opportunity to address your concerns.
  
  The parking lot where your vehicle was parked has a maximum parking limitation of four hours. Our records indicate that your vehicle was first observed at 10:35 AM and again at 3:44 PM, totaling nearly five hours of parking.
  
  We understand that you parked your vehicle, left, and returned for multiple appointments throughout the day. Given this explanation,we have decided to cancel the notice that was issued. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We value your patronage and hope to provide you with a better experience in the future.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
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