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:09/12/2022

  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 Sept 21 2022 I follow indigo customer service and wrote an email and attached receipts as requests. below the text:
  Hello
  yesterday at 5:11 pm I entered the rise parking to go at save on food. At 5:50 I paid to exit the parking lot but my credit card was charged with an amount of 25$ instead of $3.5 as usual for less than a hour.
  included here the original ticket and the receipt the machine gave me wha I paid.
  The 25$ transaction is visible also on my credit card statement as already authorized and. I would like to understand with you how I an be refund of the difference.
  
  After 2 weeks I follow up by email as I did not receive any feedback
  
  after 2 weeks I called the call centre again and they told me to provide credit card information to settle the issue and refund me.
  
  today I follow up again by email as I did not receive any answer and I am not able to speak with anyone by phone. I called again this morning and, after more than 1 our, I am still for someone to get my call.
  
  Terrible experience and customer service.

  Business Response

  Date: 09/12/2022

  Hello,

   

  We were waiting for an address to be able to process a refund cheque. A mailing address has been provided now and a cheque will be mailed in the next 2 weeks to the address provided.

   

  Sincerely,

  Indigo

  Customer Answer

  Date: 22/12/2022

  
  
  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:09/12/2022

  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 September 15th 2022 I paid online for a parking spot at *** **** ********* Vancouver B.C. V6B 1K9. The cost was $25:50. This was for 5pm to 12 midnight. Confirmation Number ********. The company that sold me the ticket was Indigo Park Canada. Their Vancouver Phone number is 604-669-7275
  When I arrived at the parking lot it was closed, with a metal gate preventing access. So I had to park elsewhere at another cost of $25.
  I have contacted Indigo several times to have my $25:50 returned as they did not provide me the service that was paid for. Indigo have asked me to provide them with the receipt from the "other" parking provider, which I have done (twice, as different Guest representatives have asked for it) they also asked me to provide the first and last numbers of my credit card that I used it my online parking purchase with them, which I have done.
  On two occasions I have been told by guest representatives that my request for a refund can take 4-6 weeks. I'm getting nowhere with this company, just the runaround. It's been over 10 weeks for a simple request to return my $25:50 which was taken from me and no service was provided.
  I would be very grateful if you can help resolve this matter.
  Thank you: ******* ******

  Business Response

  Date: 09/12/2022

  Hello,

  This refund will be processed back to the guests credit card by end of next week.

   

  Sincerely,

  Indigo

  Customer Answer

  Date: 22/12/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is acceptable to me,. It only took 3 1/2  months to get my

  refund, with no explanation as to why it took that long and no apology.....Pathetic.

  So some advice to you thinking about using this company. Don't!  Park elsewhere, you'll be glad you did.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/12/2022

  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 subscribed for a monthly parking spot and I was surprised to receive two notices from one of your agents for "unpaid parking" despite having a valid subscription and putting the invoice and the subscription number under the windshield.
  
  
  
  Since you weren't responding by mail and phone, I had no other choice but to take a subscription in another parking spot nearby managed by ******** and went without any issues.
  
  
  
  I tried to contact your hotline, by email on ********************************* (11 Nov) and ************************************* (22 Nov) without any response. And the worst is that I'm unable to cancel my subscription on the website and my credit card continue to be charged....
  
  
  Could you please cancel the two notices, cancel my subscription and refund me the months of November and December ? Thank you !
  
  
  ******* ************* ************** ******* ******* * ********* *** ********* ******** * *** *** * **** ******* ** * ********* ******** *********** *** ******* ************ * ****** ****

  Business Response

  Date: 09/12/2022

  Hello,

   

  We have responded to parker regarding parking notices and monthly account. Please see response below.
  
  Dear *******,
  
  Your parking notices ******** & ******** have
  been cancelled. We apologize for the inconvenience, we require 30 days notice
  for monthly cancellations, your account has been cancelled effective Nov
  30.2022.
  
  Sincerely,

  Indigo

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Partial resolution - The business admitted their error, cancelled the subscription but refused to refund the unused month.
  
  
  Sincerely,
  

• Initial Complaint

  Date:30/11/2022

  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.

  Vehicle was parked at Lot 057 Panorama Place for a patient visit at a medical clinic. There was no parking space available other than one marked "1 hour max" Visitors lot. Upon speaking with medical clinic, it was informed to patient that you can actually park up to 3 hours. Upon exiting the appointment, the parking attendant was in the process of writing a ticket. It was explained to the parking attendant that vehicle is to be removed now, but it was nevertheless issued. It is out of the patient's control when he was able to leave the clinic. Upon discussion with the medical clinic, it appears to be an ongoing issue for visitors to this plaza. Is this a money making scheme? A dispute has been made with Indigo and although they are willing to reduce the rate, we are not willing to settle. It is not right that there's a discrepancy in terms of how long visitors are able to use the lot, and there is issue with communication on how long people are able to park there for. Why are there even reserved spots that you cannot utilize either?

  Business Response

  Date: 09/12/2022

  Hello,

   

  In order to look further into this, we would need to know the Parking Notice number.

   

  Sincerely,

  Indigo

  Customer Answer

  Date: 14/12/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The notice number was supplied with my initial submission. It is ********. I would like the $15 refunded to my original form of payment.
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 06/01/2023

  Hello,

   

  Please note Parking Notice ******** is a valid notice and the stalls are clearly marked that they are 1 hour stalls. $15.00 is the administration fee for patrolling the lot and issuing the notice. This will not be refunded and this parking notice is now settled.

   

  Sincerely,

  Indigo

  Customer Answer

  Date: 09/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First of all, the stalls are not clearly marked. The "1 hour" is much faded. The signs around the parking lot is contradictory as well, indicating it is 3 hours max. The medical clinic that we went to have also told us it was 3 hours max. The tenants that use their parking service has had many issues with this parking company. The only reason I had to pay for the $15 first is because the parking company imposed a deadline for me to pay, yet they could not respond in a timely manner even after I followed up numerous times. I asked my issue to be escalated at their end which they have not yet do so. I do not agree with how they operate, and I will continue to seek refund until they do.
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:29/11/2022

  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.

  Indigo Parking currently enforces parking payments at ******** University. Indigo has been predatory in its method of handing out tickets. ******** University's main campus is very big when you consider all of the parking lots. In parking lot 1, there are only 2 ways of paying for parking. The first is to walk about 10 minutes to get to the parking machine that is located in Birch, stand in line and then pay for parking. The second is to walk into the school, connect to the WIFI (because data does not work in most areas of the university), and then use the Pay By Phone ***.
  
  On November 14th 2022, I parked my car, walked into the school to connect to wifi, and paid for parking using the Pay By Phone app. This walk took a little longer than usual because I am currently on crutches. When I returned to my car around 5:20pm I found a ticket on my dash for $60. The time difference is almost exactly what it would have taken me to get inside the school, connect to wifi and then pay for parking (13 minutes) like I do every single time I go to school.
  
  I contested this ticket by sending them an email right away, of course, no response has been emailed back to me (this was almost 2 weeks ago).
  
  Indigo Parking Canada is using the large campus and lack of pay machines to prey on students who have to exit their car and walk into the school to pay for the parking. Tickets like these damage credit scores and cause unneeded stress. This behavior by Indigo Parking and the lack of response or care from its dispute department should be investigated.
  
  Attached is my ticket and my proof of payment. As you will notice, the payment and ticket is 13 minutes apart.

  Business Response

  Date: 08/12/2022

  Hello,

  I have reviewed the complaint and parker has emailed us directly as well, here is our response to them.

   

  Dear ******,
  
  Your parking Notice
  ******** has been cancelled as a one-time courtesy. Please note we are unaware
  if a parker is paying for parking or has not simply paid.
  
  Sincerely,
  
  
  Indigo

• Initial Complaint

  Date:25/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 have parked my car in visitor parking stall , it was private condominium on November 24th 2022 I came to see the apartment which owner was giving it for rent came within few minutes I saw there is parking ticket on my dashboard for $70 this is ridiculous. It was so dark I can’t even see there is indigo parking sign. I was not aware at all. I want this ticket to be waived.

• Initial Complaint

  Date:24/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 a parking notice* ******** on Nov 19, 2022. But actually I paid the parking fee for 1 hr from 1:57pm (****** ******) How come I was fined?
  ****** *** *** ******** **** *** ******* **** 
  Also I emailed to dispute department on Nov 20 but I got no response so far!

• Initial Complaint

  Date:21/11/2022

  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 just found a ticket on my car which was ticket at 9:03AM on Nov 1. It was when I was standing at the paying machine and trying to pay for the parking. I had no intention to not pay. I don’t think the I was given enough amount of time to pay for the parking and please check the attached files for the timestamps. I filed a dispute on the same day but they still haven't processed it. I worried my car being towed so I haven't parked there for the past 3 weeks which is very inconvenient for me.
  
  Dispute ********

  Business Response

  Date: 23/11/2022

  Hi ******
  
  Payment was made
  in the same time the notice was issued at 9:03am. Parking notice ******** has
  been cancelled and we responded back to parking guest as well.
  
  Thank you,
  
  Marina
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 09/12/2022

   
  
  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.

  Thanks for checking and my case has been resolved.

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

• Initial Complaint

  Date:21/11/2022

  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 October 15, 2022 at approximately 3:55pm I attempted to purchase parking for 6 hours at the Indigo Parking Lot at 1050 Expo Boulevard in Vancouver, BC. At the parking lot they have posted their website to access for purchasing parking. I visited their website and selected the option to purchase their "parking to midnight" rate of $25.50. I went through the booking process and after I confirmed my credit card number the website processed my payment.
  
  The receipt that I received in my e-mail was not for what I had paid for. I was not charged $25.50 for parking until midnight. Instead I was charged $6.31 for 5 minutes of parking (entry at 3:55pm, exit at 4:00pm). I did not select any option to pay $6.31 for 5 minutes of parking, nor did I even see this option presented on their website. I attempted to contact their customer service but as this was a weekend their phone lines were closed. I immediately sent the company an e-mail with all the details, including screen shots of their website and my receipts. As I did not want to risk getting a parking ticket, I then exited the parking lot with my vehicle and parked at a different parking lot.
  
  Since October 15, I have not received any direct response to my e-mail complaint and request for a refund. I did call their Vancouver office on November 4 and explained the situation to ******. She was not at all helpful, and refused to escalate the matter to a supervisor when requested. She attempted to blame me for the mistake, claiming I purchased bus parking (even though nowhere on their website was this advertised as bus parking, and that still wouldn't explain why I was charged for something else). Since that day, I still have not been able to get in contact with anyone from Indigo. Their entire operation feels like a bait and switch scam. I am simply requesting a refund of the $6.31 that I did not authorize purchase for.

  Business Response

  Date: 21/11/2022

  Good afternoon Enand,
  
  Today, we have
  processed full refund $$.31 for *****. We are sorry that he had a hard time
  to make a correct payment via our parking app. Unfortunately, he selected wrong
  rate and wrong time, therefore was charge based on it. When making payments via
  our app it is for parking guests to select the duration for parking and of the
  amount or time is incorrect, parkers can always cancel the transaction before
  confirming the payment.
  
  Thank
  you,
  
  Marina

  Customer Answer

  Date: 22/11/2022

  
  
  Complaint: 18442906
  
  
  
  I am rejecting this response because: While I am satisfied that the business has issued me a refund, and I do accept the refund, I reject the response by the business that I purchased the wrong parking option.  For starters, I did not use their app.  I purchased parking through their website that was advertised on a sign at their parking lot at 1050 Expo Blvd.  I have explained this to the business in numerous e-mails and a phone call on November 4, but they refuse to acknowledge this.  Their website was misleading and advertising a "Park to midnight" rate for $25.50.  That is what I had purchased.  Nowhere did the website claim it was for bus parking or for anything else.  I have even provided the screen shot from their website that shows what I had purchased.  Their system errored in charging me something that I did not purchase, for an amount I did not authorize.  

  While I will never do business with this company again, I do question how many other people they have scammed with this.  Furthermore, what I am looking for is acknowledgment that this was not my fault and that the company website mislead me.

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

• Initial Complaint

  Date:16/11/2022

  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'm a student at ******** University and often park in the lot located on campus that is managed by Indigo. Last Friday, (November 4, 2022), I was having trouble using my usual Pay-By-Phone app and I believe that due to some sort of system error, I was issued a parking notice for $65.00. Immediately after coming back to my car at the end of the day and contacting my bank, I looked to the Indigo website to file a dispute. After seeing that the only way to do so was via an email, (really Indigo?), I sent one to the listed address, explaining my predicament. Here is that email:
  
  *******************
  "Hi,
  
  I was very confused to find a parking notice on my windshield today as I returned to my car at the ******** University Zone 2 lot. I was having difficulties using the Pay-By-Phone app today as it was not accepting my sign in information. I ended up paying for today as a “guest” on the app, manually entering in my information and card details. Once I had paid, the app prompted me to sign in with my ***** ID, which I was finally able to do. The app now displays nothing about my payment from today as it did earlier, but I just checked with my bank and they confirmed the payment did go through.
  
  My Notice ID # ******** License plate: ------
  
  Thank you"
  *******************
  
  The parking notice stated that the email "must be received within 7 days of the Notice date", and today was that 7-day mark from when I received the notice sent it. I am quite frustrated from trying to deal with this business at this point as I still haven't even received a confirmation that my email was received.
  
  I believe I was wrongly ticketed and would like my notice reviewed.

  Business Response

  Date: 17/11/2022

  Hello Enand, below is an email we sent today to Josh, once he will provide us with requested info, we will investigate.

   

  Hello Josh,
  
  Thank you for your email.
  
  Unfortunately, we were not able to confirm
  a payment for parking on November 4th, Lot 137 in our system.
  
  Please, kindly provide us with  a print screen from your credit card statement
  showing the payment and please, let us know the first 4 and last 4 and your ***** ID Info and we will look into it.
  
  Best regards,
  
  Indigo
  
  https://ca.parkindigo.com/  
  
  
  
  ***** **** ******* **********************
  ***** ******** ** **** **** **
  *** ****** **** * *** * ***** ******** ** ***********************************
  ******** ******** ******* ****** *******
  
  ******* **** ******** ** *** **** ************ ** *** ***** ** ***** ****** *** ********* *** ******
  ********* ********* ** ************ ******** *** *** ****** ******** ** ******* *** *** *** ***** **** ** **** ************ ************
  
  ***
  
  * *** **** ******** ** **** * ******* ****** ** ** ********** ***** ** * ******** ** ** *** ** *** ******** ********** **** * **** * *** ****** ************ ***** *** ************ *** ***** ** ** *** *** ********* ** **** ** ************ * ***** ** ****** *** ***** ** * ******* ** *** **** ******** ******** ** ** *********** *** **** ******** **** * *** ***** *** *** ******** ** ** **** ** **** ** ***** *** ***** * *** ******* **** ** *** *** *** *** ******** ******* ***** ** ******* **** ***** ** ** *** ******** *** * **** ******* **** ** **** *** **** ********* *** ******* *** ** ********
  
  ** ****** ** * ********
  ****** ****** ******