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:01/10/2024

  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.

  I made a reservation for parking at the garage ********************************************************** B.C. It was from Sun Sept 15th until Sun Sept 22nd. The charge was $178.16 which was paid with my credit card. The company was Indigo. When I arrived at the garage it was closed. Sign said only open Monday to Friday. After contacting Indigo they told me I needed the receipt for the other garage where I parked. Why? They refused me entry and I was in a bind. Lucky I didnt miss the cruise altogether. I parked somewhere else and had to pay $273. They wont return my money. This should be an illegal transaction but it seems they do it and get away with it. Why is this allowed.

  Business Response

  Date: 04/10/2024

  Dear Mr. ********************* you for your patience as we address your complaint regarding the refund for your Cruise Ship Parking payment made for Lot 044 at *********************
  
  After reviewing your case and the phone conversation with our agent on September 24th, we understand that you encountered a closed gate upon your arrival on Sunday. As discussed during your call, we will need the other parking receipt to reverse your payment. We want to clarify that the parkade you booked is closed on weekends and does not accommodate parking for guests departing on cruise ships due to the restricted gate hours. Now, I am kindly requesting that you provide us with the receipt for the parking payment made at the alternate parkade. Once we receive that receipt, we will be able to assist you further.
  
  Your cooperation in this matter is greatly appreciated, and we want to assure you that we are committed to resolving it as quickly as possible.
  
  I appreciate your understanding.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 22354348
  
  I am rejecting this response because:I have no way of collecting a receipt from the other parking garage. I live halfway across the country and there is no way of contacting them by phone. They also take reservations online and I suppose I wouldnt know if they would honour a reservation until I arrived there.
  Having a receipt from the other garage has absolutely no bearing on whether I should get a refund back or not.  I paid for parking and was refused when I got there.  My money should be refunded.  I could have parked at a garage or I could have gone back home after not being able to find a place to park. What would the difference make to the parking garage?  They are just trying to get out of issuing the refund.  I should add that I am prepared to go to the media or pursue any other means to get my refund as I have indications that this is being done to unsuspecting customers on a regular basis.  Really, how hard is it to refund money for a service that was not provided?
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/10/2024

  Dear *****,
  
  We regret to inform you that, following our standard procedure, we cannot proceed with your refund request without referencing your parking payment elsewhere.
  
  As previously mentioned, the parking lot where you paid for parking does not accommodate guests departing on cruise ships due to restricted gate-hours. We have designated parking locations for cruise ship passengers,such as Lot 034 (Canada Place), which is noted on our website (****************************************************************************************).Your choice of Lot 044, located at ***************, is approximately 3.5 km from the Cruise Ship Port of Vancouver. We understand that you could not park your vehicle at the time of your arrival because the gate was down. Still, we are providing instructions by asking you for the other parking receipt so we can assist you with this request. 
  
  To assist us in processing your refund, please provide the payment transaction details from your bank for the other parking company if you are not able to send us your parking receipt. This includes the transaction date, the parking company, and the amount paid. Once we receive this information, we can move forward with your request.
  
  Without the receipt or payment information, we will not be able to accommodate further requests and will consider this response as our final decision. Please understand that we need this information to assist you with your refund request. Thank you for your cooperation.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22354348
  
  I am rejecting this response because: It was Easy Park ****************************************** Vancouver.  The cost from my credit card was $273 paid on Sept 22nd, 2024
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 23/10/2024

  Dear *****,
  
  I hope this message finds you well.
  
  I wanted to inform you that your refund has been completely processed as of October 21. The total amount of $178.16 should now be reflected in your bank account on the same credit card used for your reservation (#********).
  
  Thank you for providing the receipt when we requested it;your cooperation is greatly appreciated.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:24/09/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 required to surrender my parkade access card on June 28th. The parking lease states that a 1 month calendar notice is required for cancellation (which means end of July). However, I was not able to access the service for July, as I was required to surrender the keycard when I was laid-off from my job.I requested a new parkade access card from Indigo, however Indigo refused on the grounds that it was only available to current employees working in the building. This condition is not stated in the parking lease, nor did I agree to these terms.I filed a credit card chargeback on the $156.24 charged for July on these grounds. Indigo was given the opportunity for arbitration and subsequently lost the chargeback dispute.Indigo is now trying to use ******* Adjustments collections company to collect this debt.I ask Indigo to stop all collection attempts on the $156.24 as it failed to deliver upon the agreed upon service in the parking lease.

  Business Response

  Date: 04/10/2024

  Dear Mr. ***************** you for your patience as we address your complaint regarding the charge dispute for your monthly parking account for July. We appreciate the opportunity to clarify the situation.
  
  We received your termination letter on June 14, 2024, and we have confirmed that the cancellation date of your account is effective July 31st,2024 upon the calendar month notice. While we understand the difficulties you faced during your layoff, the terms and conditions agreed upon at the time of sign-up require adherence to the payment obligations associated with your parking account at ******************
  
  The payment for July was initially processed but was later reversed following a chargeback notice from the bank. As a result, the invoice was marked as outstanding. On July 19, we reached out to you to settle this payment and provided a second accounts receivable letter, notifying you that any unpaid balances would be forwarded to collections. Unfortunately, we did not receive any response from you until September 17.
  
  Please note that the parking lot where you signed up for monthly parking is designated exclusively for tenants of the building.Therefore, it is imperative to adhere to the terms and conditions you agreed to at sign-up.
  
  We strive to maintain consistency in applying our rules and guidelines for all customers, and as such, the cancellation date remains valid.
  
  We hope this clarifies your complaint.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 22321889
  
  I am rejecting this response because:
  

  There is no mention on the lease that states the parking is for current employees only. All it says is that the access card will be issued by the building manager. The language "one calendar month notice" can be reasonably understood that you will continue to provide up to the last month.
  

  
  Sincerely,
  
  *****

• Initial Complaint

  Date:16/09/2024

  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.

  Booking online, I entered my info for my parking reservation. When I entered the leaving time of 10:30PM, it reverted to 1PM of the same day which would be before I needed to leave. For this reason, I booked my parking to end at 12AM the next day. When I clicked the rate level there were two options, one that said $20 and the other was a $120 7 day pass. I clicked the $20 one. Nowhere did it indicate that was $20 PER DAY. Even when I clicked to see my total when checking it out only said $20. Now, after purchasing it, it shows $60 and my credit card says $60 too.

  Business Response

  Date: 18/09/2024

  Dear Reuben,
  
  Thank you for reaching out
  regarding the billing discrepancy through the Better Business Bureau. Your
  complaint has been assigned to our Vancouver Branch, which oversees matters
  within Vancouver, Vancouver Island, and the BC Interior.
  
  We appreciate your proactive
  approach in bringing this issue to our attention. To assist you further, could
  you please provide the transaction number associated with your payment? This
  information will enable us to investigate the situation more effectively.
  
  We look forward to your response
  and are committed to resolving this matter promptly.
  
  Thank you for your understanding
  and cooperation.
  
  Sincerely,
  
  Melody ESPIRITU
  Guest Services
  Manager
  – – – – – –
  – 
  610 – 1100
  Melville Street
  Vancouver
  BC, V6E 4A6
  Tel: +1
  (604) 669-7275
  https://indigoneo.ca/
  
  
  

  Customer Answer

  Date: 24/09/2024

   
  
  Complaint: 22286199
  
  
  
  I am rejecting this response because:

  You asked for more info: my transaction number is 12504802

  
  
  
  Sincerely,
  
  
  
  Reuben Polansky-shapiro

  Business Response

  Date: 09/10/2024

  Dear Reuben,
  
  Thank you for your recent communication regarding your
  complaint.
  
  Please note that this complaint has been assigned to our
  Vancouver Branch. Our oversight is limited to matters within Vancouver,
  Vancouver Island, and the BC Interior. We have reviewed the reference number
  #12504802 you provided; however, we are unable to locate it in our records. If
  your complaint pertains to a branch outside of these areas, we kindly ask that
  you reach out to the appropriate branch directly for assistance.
  
  Thank you for your understanding.
  
  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:27/08/2024

  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 got parking notice DD543392 on a vehicle that I am in possession of at the time. I had paid at the machine and the machine did not give me a ticket so I do not know 100% if i had typed in the correct license plate since the display is hard to read at times of the day at this location. I tried calling to show I had proof of payment on my credit card but the office was closed by the time I had gotten off work.

  Customer Answer

  Date: 27/08/2024

  Providing my full name

  Customer Answer

  Date: 28/08/2024

  ******* ********* is my full name

  Business Response

  Date: 16/09/2024

  Dear *******,
  
  Thank you for your complaint submitted to the Better Business Bureau concerning parking notice DD543392,issued for Lot 155 at ********************** on August 26th, 2024. We appreciate the opportunity to address your concerns.
  
  Following a thorough review and detailed investigation, we have noted a discrepancy between the payment information you provided and our records. You indicated that the payment was made at the machine; however, the receipt you attached reflects a payment made via the app. Our internal system does not show a transaction for $14.49 on August 26th, 2024, using the credit card details provided (first 4 digits:4789, last 4 digits: 3607), from either the machine or the app.
  
  As such, the parking notice remains valid and will continue to be outstanding in our system due to the non-payment of parking.
  
  Please be aware that your vehicle has previously received several courtesies related to incorrect license plate payments. Unfortunately, we are unable to provide additional courtesies for validly issued notices, including the one in question.
  
  If you believe the payment was made as stated, please provide a screenshot of your bank statement showing the relevant parking transaction. Upon receipt of this documentation, we will review the dispute further.
  
  If we do not receive the requested evidence, our position on this matter will be considered final.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** ********
  Guest Services Manager
   
  *************************
  Vancouver BC, V6E 4A6
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:16/08/2024

  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.

  We received a parking ticket from Indigo Parking. We parked at ************** for lunch at 1:45 pm and the car was caught on the camera. We left the lot and went to town. We have receipts proving we had left the lot. We returned to ************** at 5:30 pm to meet family and a photo caught the car again. We had been parked for 35 minutes and received a ticket for parking for more than 3 hours. We have provided photos proving we were not in the lot but the ticket has not yet been cancelled. The photo program is set to ticket unjustly and it is very difficult to dispute a ticket so they are collecting tickets illegally. Several business owners have told us that they have had to fight tickets for employees unjustly ticketed. This discourages customers using local businesses. There should be a way to distinguish repeat customers from people abusing the 3 hour limit. There is no shortage of parking spots in this lot. The anchor business Thrifty Foods supported our dispute. We have contacted the lot property managers, *******, and there has been no response. Indigo has not responded about the ticket. They say now they could tow the vehicle for an unpaid ticket. This is an illegal charge. We were not parked for more than 3 hours and luckily we had receipts that proved it. If I had gone home and come back I could not prove that I left and they would collect money unjustly. I even had proof on my GPS history on my phone and they would not accept that either.

  Business Response

  Date: 22/08/2024

  Dear Ms. ******************* you for escalating this matter regarding your parking notice DD530392, which you received in Lot 722 at **************.
  
  The parking notice was issued because parking was longer than the time limit in the parking lot. After a thorough review, we have confirmed that your vehicle was initially observed parked in the lot at 1:45 pm on Aug 3rd, ********************* the parking lot when the notice was issued,which is at 6:02 pm on the same day. The parking area in question enforces a 3-hour time limit for customer ********************** to prevent misuse. As your vehicle was parked for a total of 6 hours, the parking notice was issued accordingly.
  
  As per your initial notice dispute, there is no information about your vehicle parking in the lot, leaving and coming back the 2nd time to do another business. We understand that your notice dispute was handled by our team poorly; trust that we have taken action and have reviewed the procedure with our team on how this would have been handled as soon as a guest like you provided us further information about leaving the lot and coming back do other business.
  
  We have cancelled the parking notice DD530392. However, for future visits to the same plaza and if you plan to visit multiple times a day,we ask that you kindly keep all your receipts for reference if in case you receive a parking notice.
  
  Thank you once again for bringing this matter to our attention. Your feedback is invaluable to us and will help us enhance our service in the future.
  
  We trust that this resolution will address your concerns and we look forward to serving you better in the future.
  
  WEVE MOVED: Effective September 1st,2024, our office has moved to *************************************************************. Our e-mail addresses and phone numbers will remain the same.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  **********************************;
  Vancouver BC, V6E 4G1
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  My complaint stems from a parking ticket received from indigo as a result of an error in their apps payment system.Indigo recently implemented a new parking payment system, after 10+ years where previously it was a pay upon exit system. Signage directed customers to download and pay by app. After seeing half a dozen people queuing to pay at the kiosk, I decided it must be easier to pay by the app as their signs directed. I had to be at street level to download and use the app. With limited time for my errand, I walked to my store while setting up my account. Eventually the app wouldnt allow me to proceed to payment, with an error message that wouldnt allow me to add my vehicle. I tried multiple times on the app, and even on their website but was unsuccessful.As I was nearly finished my short shopping trip, so I took screenshots of the error and rushed to finish. I returned to my car after 20 mins to see a ticket on my windshield. I found an Indigo parking attendant and explained the situation. He tried to resolve the error himself but also was unable to, so he wrote down a phone number and asked me to call indigo directly. I called, where the agent told me I had to email indigo with the issue along with my screenshots. Ultimately, they declined to rescind my ticket stating: if there were problems with the online app, payment could also be made using the pay station in the lot.Their advertised method of payment didnt work. Its absurd to me to charge someone who had intent to pay, but was unable to due to a technical error with the service providers systems. Im tired of well intended customers being exploited, and to think we have endless hours in our days to chase solutions and attempt to resolve issues like this for a reasonable solution.

  Business Response

  Date: 05/07/2024

  Dear ******************,
  
  Thank you for your recent correspondence.
  
  The parking facilities at The Rise have been operated by Indigo for several years, and we recognize the familiarity that mall patrons had with the previous gated and pay-at-exit system. In February of this year, Indigo, in collaboration with ******************** implemented changes to enhance convenience by removing the gates and introducing modern amenities such as QR code scanning and the IndigoNeo parking app across the property. These improvements aim to streamline the parking experience, especially during peak times when machine availability may be limited. Two alternative payment stations are also available for the guests convenience: one located near the elevator lobby and another at Save on Foods.
  
  Regarding the parking notice DD509955 issued on June 14th, 2024, at 1:37 PM, our review indicates multiple transactions during the period between 1:00 PM and 2:00 PM through the app, and there were no reported issues with the app on that date.However, the screenshot you provided does not display any rate information.Unfortunately, due to the elapsed time since June 14th, we are unable to ascertain the specific issue encountered. Should similar situations arise in the future while parking in any Indigo-managed lot, we encourage you to contact our Guest Services team at ************ for prompt assistance.
  
  In consideration of the circumstances and inconvenience you experienced, we have opted to cancel parking notice DD509955 associated with vehicle plate 021JWJ.
  
  We trust this resolution addresses your concerns satisfactorily.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:20/06/2024

  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 was parked at Com's designated spot at Indigo's lot 230 on June 3, 2024 around 1230pm. This was my first time to the restaurant & so did not notice the signage to scan QR code to register for free parking. I was in a rush to leave & left my cellphone at home which did not allow me to scan for a QR code in the fist place. I was meeting w/ my grandma at Com, she walked over from her apartment nearby for lunch but she does not own a cellphone as she is over 80 years old & not comfortable w/ technology. When I got to the car around 230, I was surprised to see there was a ticket - failure to pay for parking space or the parking payment expired issued at 226pm. I went back to the restaurant & asked them what to do, they told me to email Indigo to dispute with a copy of the restaurant's receipt but reminded me that this lot requires to register the plates for 3 hrs free parking (will definitely remember that next time - missed the signage as I just rushed into the restaurant, did not want my grandma to be alone). It seems like this happens often as the owner is aware of the procedure. There are no machines available to register for free parking on the lot which is why one would miss this. People with no access to a cellphone would not be able to register in the first place. The restaurant does not have that accommodation as well. This is technically not free, as I have to share my data on the app & mobile data is required to access the ************** for plates. Who is paying for our data usage? I can understand that this ticket cannot be waived if I had failed to pay for parking but this was to register for free parking. Com said they actually pay a monthly permit for their designated spots so not sure why we even have to register plates for 3 hrs free parking. $65 reduced to $25 is unsatisfactory, the ticket should be waived completely as registering for plates is not an easily available option on this lot.

  Customer Answer

  Date: 20/06/2024

  Hi ********, thank you for assisting with this. I have attached a copy of the notice and restaurants receipt in the original submission. Did it not upload? It's showing on my end. I have attached again just in case. Please let me know if you require anything else. Thank you. 

  Business Response

  Date: 26/06/2024

  Dear *****,
  
  Thank you for reaching out.
  
  Please note that the operation of this parking facility features numerous signs throughout the property alerting parking guests of the guidelines. As per the signage, the vehicles license plate must be registered through the ** code to obtain the 3 hours of free parking.
  
  As per carefully reviewing your dispute, we have now cancelled your parking notice DD505547 issued to the vehicle with plate SP980D; thank you for providing us with your dining receipt/transaction.
  
  Please understand that the parking lot where you have parked your vehicle is private, and registration is required if you wish to park your vehicle. If there is no parking registration, your vehicle is considered unauthorized. We ask you to please follow our rules and guidelines when parking in the lot to avoid further notices.
  
  Thank you for reaching out, and we hope you have a great rest of your day.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 27/06/2024

   
  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. 

  Please perhaps install a machine on this lot as some people don't have access to a cellphone to scan the ** code or call to register for free parking. 

  Sincerely,
  
  Clara 

• Initial Complaint

  Date:19/06/2024

  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.

  At 9am on Saturday June 18th I parked my car at lot 178 located at ************** in *******. I did not see any signage in front or even near my vehicle indicating that my vehicle needed to be registered. This is in line with my past experience parking in the lot, when parking was unrestricted and unlimited. I left the car and shopped for the next 15 or so minutes and when walking past the parking lot, that's when I spotted the registration sign for the first time. I immediately registered my license plate for the "3 hours of free **********************". When I returned to my vehicle moments later, I saw a ticket on my windshield which was from the minute I arrived.I looked around the parking lot and spotted 2 registration signs sparingly placed around this lot with poor visibility. For example, there is no sign facing vehicles as they enter the lot. The sign closest to my vehicle was facing the car to my left and was out of sight due to the *** parked beside me. I am asking for Indigo to place better signage in this parking lot and to forgive notice DD510873 as this is my first infraction with the company.

  Business Response

  Date: 04/07/2024

  Dear ********************,
  
  Thank you for bringing this matter to my attention.
  
  I want to emphasize that the operation of our parking facility is governed by clearly displayed signage throughout the property. These signs serve to inform our guests of the guidelines and their responsibility to adhere to them. It is essential for all visitors to familiarize themselves with these regulations, especially concerning the registration process for parking at the Amazing Brentwood, which is managed by Indigo.
  
  Upon careful review of your dispute, it appears that there was no registration made for your vehicle with the license plate ******. There are numerous signs in the parking lot where you parked indicating that the location required registration. If you missed the sign outside, there are also additional signs by the Boulevard, inside the mall and as well as at the entrance of the Rec Room, Cineplex or the other restaurants like *****.  Consequently, your parking notice DD510873 remains valid as per our established procedures. However, as a gesture of goodwill, our team have offered reduction of the fine to $15.00 as a one-time courtesy, and our decision on this stands. This reduced amount is valid for payment through our online portal at *********************************************************** within the next 10 days from today. Failure to settle the payment within this timeframe will result in the notice reverting to its original fine amount.
  
  It is crucial to understand 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 urge all patrons to comply with these regulations to avoid receiving further notices.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************
  
  
  

• Initial Complaint

  Date:14/06/2024

  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 paid to park at ************** through Indigo. When I go to my car there was still time on the meter but received a ticket saying my car was an obstruction. I parked directly on front of the meter box and pulled into a spot after another car pulled out. I did not notice the parking signs as they were blocked by the cars parked in front of them and they were only three feet high. The curb was a continuous height and was not marked in yellow, which is standard for any curb area that has restrictive parking. Clearly and I mean clearly, Indigo manages these areas in this way to deceive patrons into thinking that these are parking spots in order for them to collect parking fines.

  Business Response

  Date: 20/06/2024

  Dear ****************,
  
  I hope this letter finds you well. I am writing to address parking notice DD509654 issued on June 12th, 2024, regarding your vehicle with plate 248PAM at location Lot 178 The Amazing Brentwood.
  
  According to the PayByPhone receipt dated June 12, 2024, at 6:59 pm, payment was made for parking at the specified location, valid until 9:29 pm on the same day.However, the vehicle was parked in a stall marked as "no parking,"resulting in the issuance of the parking notice. As a one-time courtesy and in recognition of the payment made for parking via PayByPhone, we have now cancelled your parking notice.
  
  We kindly remind you to observe all posted signage when parking on private property to avoid future infractions as your next validly issued notice will not be cancelled or reduced.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 20/06/2024

   
  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:07/06/2024

  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.

  I was at The Amazing Brentwood today for a little over an hour and was told by a retailer that parking was free for the first few hours. I was however, not made aware that I needed to register my license plate with ********************************************* beforehand. I returned to my car in less than 2 hours and noticed I had received a parking ticket with Notice #DD506969. The fine was for $65 or $90 if paid after 10days! Upon calling Indigo and explaining my situation to a representative named *****, he insisted that the best he could do was a reduction to the fine. I explained how I thought it was predatory to ticket mallgoers by promising free parking then inserting a technicality to catch customers and fine them for exorbitant amounts. I would understand if I was fined for not paying at a paid lot but that is not the case here. IM BEING FINED AT A LOT THAT I WAS PROMISED COMPLIMENTARY FREE PARKING! He then compared the service Indigo parking provided to a free streaming service. He said parking at an indigo lot was like signing up for a free subscription with a streaming service. This really ****** me off and it makes me even more upset now thinking about it. Streaming services utilize free subscription models to incentivize people to try out their services before subscribing. That is a COMPLETELY different business model. Indigo parking on the other hand, is PREDATORILY inserting a make busy condition to CATCH customers with the false pre-tense of free ********************** when they are simply generating revenue through exorbitant monetary fines on unsuspecting or forgetful customers. Imagine getting a ************************** ticket when you are promised FREE PARKING because you didnt type 6 letters/numbers into a website/app. Its like inviting someone over for a free meal then telling them after the meal they now owe you $90 as a fine because they didnt do a facial recognition scan before entering your home. PLEASE LOOK INTO THIS BBB.

  Customer Answer

  Date: 07/06/2024

  Full name is ***************

  Business Response

  Date: 20/06/2024

  Dear ************,
  
  Thank you for bringing this matter to my attention.
  
  I want to emphasize that the operation of our parking facility is governed by clearly displayed signage throughout the property.These signs serve to inform our guests of the guidelines and their responsibility to adhere to them. It is essential for all visitors to familiarize themselves with these regulations, especially concerning the registration process for parking at the Amazing Brentwood, which is managed by Indigo.
  
  Upon careful review of your dispute, it appears that there was no registration made for your vehicle with the license plate ******. There are numerous signs in the parking lot where you parked indicating that the location required registration. If you missed the sign outside, there are also additional signs inside the mall and as well as at the entrance of the Rec Room, Cineplex or the other restaurants like *****.  Consequently, your parking notice DD506969 remains valid as per our established procedures. However, as a gesture of goodwill, our team have offered reduction of the fine to $15.00 as a one-time courtesy, and our decision on this stands. This reduced amount is valid for payment through our online portal at *********************************************************** within the next 10 days from today. Failure to settle the payment within this timeframe will result in the notice reverting to its original fine amount.
  
  It is crucial to understand 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 urge all patrons to comply with these regulations to avoid receiving further notices.
  
  We regret that we cannot reach a mutual agreement regarding your parking notice. Our decision in this matter is final, and the notice will remain valid in our system.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************
  
  
  

  Customer Answer

  Date: 21/06/2024

   
  Complaint: 21814795
  
  I am rejecting this response because:
  

  I do not visit this mall frequently. In fact, this is the first time I've parked there and it's the only mall in the lower mainland where people are required to input their license plate # in a website or an app. I wasn't told by anyone that a plate registration was required. It's not like I refused to pay for parking or that I overstayed my parking time. I was told parking was free for a few hours so I parked and left within the allowed time period. The only thing I didn't do was register my plate # which I know now I need to do. Could you not have just issued a warning for a first time? I just can't get over the fact that I am being FINED for free parking. I wasn't intentionally doing this, I just didn't know. Indigo has made a mistake before and I'm going to attach a parking notice from back in 2021 when you ticketed me even after I already paid for parking. I didn't make a big deal out of it because I recognized people make mistakes and I was fine having the ticket cancelled but perhaps I should've made it a bigger deal. Can you not likewise, cancel my current ticket and simply issue me a warning? Consider it a one time courtesy for an honest mistake? If not, ****** please let me know when I can call to speak to you.

  Sincerely,
  
  ***************

  Business Response

  Date: 26/06/2024

  Dear ************,
  
  First and foremost, I want to assure you that the sign installed in our parking lot adheres to our established sign standards, ensuring clarity and consistency for all our patrons. Our goal is to provide clear guidelines to facilitate a smooth parking experience for everyone. The pictures of the signs were attached from my first reply to this complaint.
  
  However, it's important to note that while we make every effort to provide clear signage, it remains the responsibility of each individual customer to pay attention to these signs and adhere to the guidelines they convey. We understand that parking can sometimes be a source of frustration, but by following the instructions on our signs, we aim to minimize any inconvenience and ensure the safety and efficiency of our parking facilities. Still, we value your feedback and are committed to continuously improving our services.
  
  Currently, the parking facility you have parked in remains open for business. As such, we are obligated to maintain consistency with everyone's application of the rules and guidelines.Please appreciate that we are not in a position to make any exceptions at this time.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  *****************************
  Guest Services Manager
   
  1310 - ***************************;
  Vancouver V6E 4G1
  Tel: *****************
  *************************************