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:18/12/2023

  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 November 27.2023
  I paid for parking in the public parking area across the street from the ****** ****** ** *** ****.
  I paid for the appropriate used time of $4.50. I returned to my car seeing I had received a fine for $95.00. I contacted the company for a dispute and was informed I had not paid for parking in their private lot. There was no signage stating the lot was private and there was a huge sign stating it was public at the entrance. There was a meter in front of my car and this is where I figured you pay. When I was in commission with the company this is what they told me. “Please understand that the parking lot in question is private, and registration is a prerequisite for parking. Parking without proper registration is considered unauthorized. To avoid future notices, we kindly ask that you adhere to our parking rules and guidelines as we won't accommodate requests for reduction or cancellation of future valid Payment Notices.” There were no rules posted… and it didn’t indicate where to pay or that it was a private lot. They did send me a photo of a pay station across the parking lot that I would not have looked behind my car for when there was a meter right in front of my car. I let them know i would be happy to pay the $4.50 I used for their space but would not be ok with $95.00. They then got back to me saying they would reduce the amount to $25. I am very rarely in the downtown of kelowna and usually I don’t have my car. I am not familiar with paying for parking or city zones of parking. When they kept saying the same thing I asked to speak with a supervisor they told me they could have towed my vehicle. Their customer support was repetitive and inconsiderate of the situation.

  Business Response

  Date: 21/12/2023

  Dear Ms. ****,
  
  RE: Complaint ID: ********
  
  I can see how the parking situation could have been
  confusing, and I sincerely apologize for any inconvenience. You received a
  parking notice on November 27, 2023, in Lot BC504 at ******** *****.
  Unfortunately, the parking payment was made to the City of Kelowna instead of
  Indigo Park Canada Inc ('Indigo'), where you parked your vehicle. As our Guest
  Services team mentioned, this location is a privately owned parking lot that we
  manage. It also features numerous signs throughout the property alerting guests
  of the guidelines, which include payment or plate registration requirements. I
  can understand how there could have been a mix-up when you made the payment,
  but please note that there is signage throughout and upon entry to the Lot
  indicating that the parking lot is with Indigo. In contrast, the machine where
  you paid for parking has a logo showing 'City of Kelowna.'
  
  We have resolved your dispute by offering a reduction of
  $25.00 to your notice due to non-payment, which you have already paid. As a
  courtesy, we have now refunded you $17.00 back to the card you used, leaving
  $8.00 payment as a settlement to your parking notice for leaving your vehicle
  in the Lot for 2 hrs as our hourly rate in the Lot is $4.00. We recommend
  reaching out to the City of Kelowna for a possible refund for the unused
  payment by using your parking notice, this decision, and your receipts as your
  reference. We hope this resolves the matter, and should you require further
  assistance, please don't hesitate to contact us at ************ by email at *********************************.
  
  Sincerely,
  
  Melody ********
  Guest Services Manager
  – – –
  – – – – – – – – – – –
  **** **** ****** **** ***** ****
  ********* **** *** ***
  **** ** ***** ********
  ********************************
  ***********************
  
  
  

  Customer Answer

  Date: 21/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:24/10/2023

  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.

  The company would not provide a tax discount (which is supposed to be provided to residence of the building the parking garage is under) even though I provided a government issued ID with address and name on it.
  

  Business Response

  Date: 25/10/2023

  Greetings! 
  
  Based on the ********* policies for ********* taxes and exemption, companies that operate parking on behalf of the property management who owns the parking lot, such as Indigo, are to provide tax exemption to any residents living within 500 meters radius from the parking long so long as guests can provide us one of our acceptable documents such as utility bills. Mr. ******** initially submitted a visitor form through our website to sign up for monthly parking on October 15, 2023. Our team has provided the applicable rates and application form and has instructed Mr. ******** to provide Proof of Residency, such as utility bills, to be eligible for the tax exemption since his address from the visitor submission is within 500 meters from the parking lot. Unfortunately, government IDs are not listed in one of our acceptable documents, which our team promptly explained to Mr. ******** before setting up the monthly parking account. Per our record, Mr. ******** has now arranged his parking through one of his family members, who has provided valid proof of residency and whose account has been created without applicable taxes. I can confirm that this is clear on our side. Should Mr. ******** provide us with acceptable documents to be eligible for the tax exemption in the future, he can contact us again so we can update our records. 
  
  Thank you!
  
  

• Initial Complaint

  Date:29/09/2023

  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 Saturday, September 23rd I attended a sports event that my daughter was playing in at *** in Nanaimo. I parked in a lot adjacent to the facility and tried to pay for the parking and the payment device was malfunctioning. I attempted multiple forms of payment and none worked. My debit card did actually process a payment but the payment was immediately refunded back to my account by the company. ( a copy of my bank statement is attached) I should note that every other attendee also could not successfully pay. I kept copies of the transcation failure slips and they are attached along with the violation ticket that was on my vehicle. I expected that once I submitted this to the company dispute department that they would cancel the ticket but they are not. The emails between myself and them are attached as well. Their first response stated that since they had no record of my payment that the violation ticket is still valid. I replied that they appear to not have read my submission as the reason they had no record of my transcation was because their payment equipment had failed. Their response to this was that I should have gone to any of a number of other payment machines located throughout the campus to complete the transaction. I believe their position to be ridiculous and I am concerned that if I need to park in any of their other facilites there may be issues and I also fear that they may report this to a credit collection group or a credit agency. In my last email to them I offered to pay yet again the $6.52 via ********** less the $1.50 ********** fee.
  

  Business Response

  Date: 03/10/2023

  Dear *********************,
  
  Thank you for reaching out and we appreciate your feedback regarding the matter.
  
  We have looked further regarding your case and it was already being dealt with our notice dispute team. We understand that there was an attempt to pay for the parking and for that reason we have reduced the notice from original amount of $40 to $10 as a courtesy even though the notice was validly issued for the non-payment.
  
  The notice is now paid in full. We thank you for your understanding and for accepting our reduction to your notice. Also rest assured that this has not been reported to any credit agencies and your vehicle has not been added to the tow list for any of our Parking lots.
  
  Thank you for parking with us.
  
  Sincerely,

  Sangam K C
  Guest Services Manager
  
  *****************************************************************************************
  Tel: ***************** |
  *****************************************;
  
  

  
  

  Customer Answer

  Date: 04/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2023

  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 parked at their Burnaby Lot *** to run a quick errand. As I was paying for parking, I could see the patroller already placing a ticket on my vehicle. It hadn't even been a minute since I parked the car. The notice number is ********. I parked the car at 9:45 AM, and the ticket was issued at 9:46 AM. This is the most ********* ********* I have seen from any private parking company. It should not be acceptable for a company to ****** like this.

  Business Response

  Date: 22/09/2023

  Dear Mr. ******,
  
  Thank you for reaching back to us on this issue. We have further investigated this and noticed that the plate was only registered at 10:33 AM and vehicle was parked at 09:46 AM without registration or payment. With our patrol schedule it is random, and patrol issues the parking notice to all the vehicles that are found parking without payment or registration. I also looked into the notice to see if we can extend courtesy and apply reduction to the original amount however the notice was already paid and with paid notices, we are unable to issue the refund.
  
  
  You can always dispute the parking notices with our notice dispute team before paying and they are always willing to assist with their investigation. In future and in any event the notice is issued, please reach back to us at ************************************* with in 7 days of the notice being issued and we can assist you 
  
  Thank you for parking with us.
  
  Sincerely, 
  
  Sangam K *
  Guest Services Manager
  – – – – – – –
  **** **** ****** **** ***** ****
  ********* **** *** ***
  **** ** ***** ******** *
  ******************** 
  

• Initial Complaint

  Date:20/08/2023

  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 parked at their Lot *** in North Vancouver to dine at a restaurant in that shopping plaza.
  
  The restaurant inquired if I parked in the lot to which I said yes and they said I am good.
  
  I get back to my vehicle, and I have a parking ticket with a time on the ticket no more than 3 minutes from when I park saying I didn’t register the vehicle. I wouldn’t have even had time within three minutes to register the vehicle. Regardless, one of the businesses in that complex did know I had a vehicle in that lot.
  
  I filed a dispute but got an automated response back that did not give a defined resolution time frame and instead give an excuse to do to a high number of inquiries responses will take longer. Which leads me to think I’m not the only victim of their **** practices.
  
  This parking notice needs to be reversed immediately.

  Business Response

  Date: 23/08/2023

  Dear Mr. *****,

  
  Thank you
  for taking your time to share your feedback regarding the parking notice you
  received in our lot *** and we are pleased to have an opportunity to provide
  clarification and resolution.

  
  The notice
  number ******** was issued due to your vehicle not being registered. All our
  lots require the vehicles to be either registered or paid for the time parked
  in any of our lot and for that reason the notice was validly issued.
  These parking
  regulations are in place to ensure the orderly flow of traffic and the
  availability of parking spaces for all the customers. We want to help you avoid
  such situations in the future, and we take this opportunity to kindly remind
  you to register your vehicle with us. For this notice, we are extending one time
  courtesy and cancelling the notice for you.

  
  We have
  also noticed that you have disputed your notice via email and notice dispute
  team will reach back to you. Due to high volume of the emails there might be a
  delay in response for the dispute which we want to be transparent about, and
  rest assured we are not committed to any unethical practices here at Indigo.

  
  We hope the
  matter is resolved.  

  
  Thank you for
  parking with us and have a great day ahead.

  
  Sincerely,

  
  Sangam K C
  Guest Services Manager
  1140 West Pender St., Suite 1310
  Vancouver (BC) V6E 4G1
  Tel: +1 (604) 669-7275 |
  ******************** 
  

  
  

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Ive made it abundantly clear the ticket is not valid as I was a customer at a restaurant in the facility (proof was attached to the original complaint) and I physically didn't even have time to get to the restaurant from my car when the ticketw was issued.   This truly is an attempt at ******** a customer of the facility.  

  Knowing this including that Ive also filed the dispute, reverse the ticket and notify me when thats done.  An immediate reversal of the ticket is the only way this will be considered resolved.  

  I will not hesitate to file a complaint with ******** ********** ** if this **** is not immediately and properly resolved.     

  I will not allow myself to be ******* by this parking company.    

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

  Customer Answer

  Date: 24/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:14/06/2023

  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 parked my car in Indigo Canada Place, Vancouver lot 034 P1. When I entered, the lady at the entrance said the whole evening parking fee is $9. So we parked and went out. When we came back, we paid the $9 on the machine but we were surprised that there was no ticket given at the entrance. There was no information that we had to pre-pay. When we came to our car, we saw a ticket but by then we already paid $9. In every structured parking lot, parking fee is paid at the exit. Giving ticket when the car is still in the parking structure is misleading and dishonest practice. This is not a industry norm. It is not a city parking.

  Business Response

  Date: 28/06/2023

  Dear ******* **** 
  
  

  We are in receipt of your feedback in relation to the parking notice being issued while parking at one of the Indigo lots in Vancouver lot 034 and your concern about the paying for the parking fee while exiting the parkade. Thank you for taking the time to write about this, we are pleased to have an opportunity to provide clarification and resolution.
  
  So with our lots in Vancouver, we operate gateless so there is no ticket given at entrance. There are various ways you could pay for the parking including machines, app and online pay. While it is true that there might be some parking that operate with gates and ask you to pay at the exit, we operate gateless registration or payment is required at the beginning of the parking.
  
  Since you did not pay for the parking at the time issuing parking notice, the notice is valid. However considering there was some confusion in regards to payment at exit and given the fact you have paid for the parking, as a one time courtesy we have cancelled the notice. Please also be reminded to pay or register for your parking before you start parking in future and to avoid future notice. 
  
  Thank you for parking with us.
  
  Sangam K *
  Guest Services Manager
  – – – – – – –
  1140 West Pender St., Suite 1310
  Vancouver (BC) V6E 4G1
  Tel: +1 (604) 669-7275 |
  ******************** 
  

• Initial Complaint

  Date:08/06/2023

  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.

  May 18th 2023. I went to the airport to pickup my parents as they was arriving back to Canada (a family member had passed away). I drove to the airport and there was no parking at the terminal, parking enforcement people told to move my car..There was no space for at least 20 cars in the pick up area.. I parked in the cell area and I was told to move by a car beeping its horn. I tried to come again after sometime and a group of cars standing by the side of the road leading to the Terminal and decided to wait there along with some other cars, also not knowing that this was a violation. I even didnt see any sign of no standing there. I got notice So I ended up with fine too..as mentioned in their site , they usually have 15 days time.. Please considering this as my first offence I would like to waive off this 2 ticket that was giving the same date and time as already Im going through rough time financially and mentally. Thank you for your understanding

  Business Response

  Date: 13/06/2023

  Dear BBB,

  Thank you for reaching us but looks like **************** has reached to the Indigo **************** of different province. 
  
  Guest was issued the notice in *******. Please advise the guest to reach ** service in *******.

  Guest can reach ** in ******* via Contact ** page. They just need to select ******* ** CIty/province section **************************************************. Additionally, ******* office can also be reached ** the following number. 
  

  **************
  **************************************
  *******, *******  M5E 1K3

  Please update the ****** ** this as we are unable to further assist him form ********* office. 

  Thank you.

  Sincerely,

  Sangam K C
  Guest Services Manager
  ****************************************************
  ********* (**) V6E 4G1
  Tel: ***************** 
  *****************************************;
  
  

  Customer Answer

  Date: 14/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:26/05/2023

  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 PARKED MY CAR IN LOT 221-******** PROVINCIAL COURTHOUSE AND I PAID PARKING FEES FROM 11:47 T0 2:37 ON MAY 18, 2023 BUT I GOT TICKET OF 65 DOLLAR AT 12:37 AS I PAID FOR 3 HOURS.
  I HAVE A PROOF OF MY PARKING TICKET.

  Business Response

  Date: 01/06/2023

  Dear Mr./Ms. *****,

  We are in receipt of your feedback and we thank you for taking the time to write about this, we are pleased to have an opportunity to provide clarification and resolution.

  Upon looking at the photos you have attached, it appears that you paid for parking but it was for the wrong license plate (the license plate you have registered is missing 2 letters), and thus the notice was validly issued. We have cancelled this notice for you but we would advise to always register the right plate, in your case full license plate in future.

  Should you have any questions or inquiries, it would be our delight to be of assistance by phone at 604.669.7275 or via email at *********************************.

  Thank you for parking with us. 

  Sincerely,

  
  Sangam K C
  Guest Services Manager
  – – – – – – –
  1140 West Pender St., Suite 1310
  Vancouver (BC) V6E 4G1
  Tel: +1 (604) 669-7275 
  ******************** 
  
  
  

• Initial Complaint

  Date:26/05/2023

  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.

  *** tried to dispute a ticket and have sent 3 emails over a 15 day period, 1 voicemail and multiple calls. No one is responding. Within 15 days payment is $60 After 15 days $85. Are they not responding in order to make the most profit? If i dont pay they can send me to collections. Why offer a dispute option if they wont offer acknowledgment? Ive paid $85 today to avoid further problems but i dont think its fair they arent responsive.

  Business Response

  Date: 01/06/2023

  Dear BBB, 

  Please advise **************** that he has reached the Indigo in the **************. Please find attached the phone number **************** can reach the ******* Indigo; **************. 

  **************** can also reach our ******* team via contact ** page on our website; ***********************************************************, he will just need to select ******* under CIty/Province section. (Image attached) 

  Unfortunately, we cannot assist **************** from ********* as we do not have access to the required resources to help him.

  Thank you. 

  Sangam K C
  Guest Services Manager
  
  ********************************************************************************) V6E 4G1
  Tel: ***************** |
  *****************************************;
  
  

  Customer Answer

  Date: 08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   there is no other contact information for ******* other than the number/email provided that is not being responded to. 
  indigo ********* can surely ************* indigo.  
  i think you have since they finally contacted me the same time as this response and have a different email to contact that isnt posted on the ticket. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/06/2023

  Dear ****************, 

  Thank you for reaching back again. 

  We could try contacting Indigo ******* and request them to contact you however you mentioned they have reached back to you already. 

  Please advise if ******* office has reached back to you. If not we can surely make some attempts to contact ******* office from our end. 

  Thank you. 

  Sincerely, 

  
  Sangam K C
  Guest Services Manager
  
  ****************************************************
  ********* (**) V6E 4G1
  Tel: ***************** |
  ****************************************** 
  *****************************************;
  
  

  
  
  

  Customer Answer

  Date: 13/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:24/05/2023

  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 received a parking violation notice for parking illegally at Pearson Airport. I received a notice dated 05/19/2023. My payment was due 05/15/2023. My fine was initially for $85.00. If I did not pay by 05/15/2023, my late paynment is $107.60, but I did not receive notification before the due date, so I should not pay a late payment penalty.
  Please advise.
  Thank you
  ** ****

  Business Response

  Date: 26/05/2023

  Good Morning, 

  *** ** **** has reached different province as the dispute was for Ontario. We unfortunately cannot resolve this here from BC as this has to be dealt with from the Indigo, Toronto. 

  Please kindly advise the customer to submit his request on ******************************************* and make sure the city/province is selected as Toronto. Toronto office can also be contacted on the contact below;

  *******
  **************
  ** ***** ******* ***** ***
  ******** *******  *** ***
  
  ***** **** 
  
  ******