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:15/11/2022

  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.

  Oct 3 - I sent an email requesting my parking at 4000 Seymour Pl Victoria be cancelled effective Oct 31
  Oct 4 - Indigo charged my CC for the November pmt
  Oct 14 - I saw the charge on my bank stmt so emailed again and requested a refund of the Nov charge
  Nov 4 - I sent another email - reiterating my concern and again requesting cancellation and a refund
  Nov 6 - I received an auto generated email thanking me for my payment for DECEMBER
  Nov 6 - I sent ANOTHER EMAIL
  Nov 14 - I called the Victoria **** *** **** and waited on hold for 15 minutes
  Nov 14 - I called the Vancouver # *** *** **** and was put on hold

  Business Response

  Date: 01/12/2022

  Hello *****, this has been resolved with our parker:

  Shocking
  it took so long, but I do appreciate your response
  
  Thanks
  ******
  
  
  ** **** *** *** **** ** ***** ** ****** **** * *** * ***** ******** ** *********************************** ******
  Good morning ******,
  
  Please, kindly accept our apologies for such a late
  response.
  
  Your parking with us has been cancelled as of October 31st and I have processed refund for parking in November now. Refund will be
  reflected in your credit card statement within next 3 business days.
  Invoice for parking in December has been reversed.
  
  Thank you for parking with us!
  
  Best regards,
  
  Marina

  Customer Answer

  Date: 02/12/2022

   
  
  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:15/11/2022

  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.

  I go to ****** ****** ***** **) in Maple Ridge however the parking is not free we have to use an indigo parking lot, and lately we had problems with our sign in pad. It was broken for weeks at the gym. * ****** **** ****** **** *** ** * ******* ********* and during all this confusion we where forced to use QR codes that where moved and placed on strange locations at the the gym. This has placed me in a strange routine. I forget to punch in my plate and got a ticket on the Nov 7. I contacted Indigo parking twice with an e-mail to dispute this case and was left with no response.I am worried about this ticket and cost of this ticket as I feel this is not fair. I have tried to phone Indigo parking and I can't get in contact with anyone. My ticket number is #********* I have spoken to the gym and they don't know how to proceed neither. I need some clarity as it is the only location near the gym and I am not sure where to park as this is very concerning for gym members. I have made one mistake in the past with forgetting to punch in my plate this past year. These mistakes happen as a gym member and I feel this is really upsetting and concerning the gym had an issue. This should be solved as a dispute.
  
  Many Thanks,

  Business Response

  Date: 23/11/2022

  Good afternoon ******
  
  Once
  in a while there is a technical issue with **** but normally, we foxed it on
  the same day. We also have an alternative option to register plates by scanning
  a QR code. We already reduced two notice for *** ****** and unfortunately,
  we can not offer a reduction for this parking notice.
  Parker already paid
  in full for the notice on November 9.
  
  Thank you,
  
  Marina

• Initial Complaint

  Date:08/11/2022

  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 purchased 3 monthly parking permits. My account number is **************. My transponder (# *****) has some issues. The scanner at the parking gate cannot sense my transponder often. I am sometimes blocked at the gate for more than 20 min. When I press the help button at the gate, it always turns into a voice mail and nobody ever answers my call.
  The phone call 604-669-7275 was never answered. I have been waiting on the phone for 2 hours. The email address they provided (************************************) cannot accept any email. I always pay monthly parking fee on time so I expect at least some basic service.

  Business Response

  Date: 23/11/2022

  Good afternoon *****, one of our Guest Services Representative
  will contact Mr. *** today to resolve the issue with a parking
  transponder. We are very sorry for the delay due to the high volume of phone
  calls and emails.
  
  Thank you,
  
  Marina

• Initial Complaint

  Date:04/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  License plate ******. Received a notice ******** for failing to pay for a space at lot *** but I had already paid for a parking space location at ******. My app’s parking lot locator showed that ******** ******* was the correct lot and I made a payment accordingly. There are two Indigo lots in almost the same location, which caused confusion. I’ve already emailed ************************************* but have not received a response after almost a week. The ticket says tickets not paid within 7 days would be increased to $90, but if disputes aren’t even responded to, I can’t make a decision as to how much to pay.

  Business Response

  Date: 18/11/2022

  Good morning ******
  
  I have reviewed the complain and as parker
  emailed us directly as well, here is my response I just sent him.
  
  Hello ******
  
  Thank you for your email.
  
  Notice ******** has been cancelled and we have processed
  full refund for you for the total amount of $65.00 but please kindly always double
  check if you are selected the correct location before making a payment.
  
  Thank you for parking with us.
  
  Indigo
  
  
  ****** *******

  Customer Answer

  Date: 30/11/2022

   
  
  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:02/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked at the ******** **** ****** underground parking lot on August 31, 2022. Before getting into my vehicle, I paid at the paystation in the elevator lobby. Upon exiting the parking and inserting the ticket stub, the paystation at the exit is asking for another $5 fee. It did not take me more than 15 minutes to get to my vehicle and drive out of the lot. I paid the extra fee as I could not exit without paying and a line is starting to build up behind me at the exit.
  I have reached out to Indigo several times, Teg responded on Sept 10, 2022 asking for more information which i provided, but I have not received any further communication from him.
  On October 12, 2022, Moe responded that the receipts I provided shows it took me 24 minutes to exit. HOWEVER, I have explained to Moe that the paystations are not properly synced for the time because the payment for both receipts were ONLY 6 MINUTES APART. Tried following up with Moe and no response. It has been 2 months since I reported this issue with no resolution to date.

  Business Response

  Date: 21/11/2022

  Hello *****,
  I have reviewed parker’s complain, and in order to resolve the situation, we will
  process full refund for both payments. One of our GS Representative will
  contact parker tomorrow.
  
  Thank
  you,
  
  Marina
  
  
  Marina
  M******

  Customer Answer

  Date: 23/11/2022

   
  
  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:02/11/2022

  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 received a parking notice (ticket) in the amount of $65.00 in spite of having displayed a valid 48 hour parking pass on my vehicle's dashboard (see attachment A). I emailed Indigo Park Canada the day of receipt of the ticket (Oct 10/22) to explain this, and have received no response to date. I would like this parking notice which Indigo Park issued by mistake cancelled please.
  
  I also received a parking notice (ticket) for $65.00 (see attachment B). Though I take full responsibility for this minor parking time overage (10 minutes), in consideration of the time I've spent trying to resolve Indigo's mistake regarding the first parking notice, it is my hope that Indigo Park Canada will cancel this notice as a one time courtesy.

  Business Response

  Date: 10/11/2022

  Good afternoon ******
  
  As parker emailed us on October 10th,
  we have reviewed it and notice ******** was cancelled on October 23rd,
  2022.
  Parker has one outstanding notice ********, from
  October 10th, 2022 and it is a valid notice. As one time courtesy,
  we reduced it to $15.00 only and parker can pay online within next 10 days.
  
  Best regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:31/10/2022

  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 parked at Indigo Lot 034 - Canada Place on Sept 18, 2022 and could only book for 1 week at a cost of $325.00. The indigo rep indicated I was to call before my week was up to extend for another week. I was assured that I would be charged $325.00 for the second week, however, I was charged $385.00. This is unacceptable as I was already parked and the kiosk would not allow me to pay for two weeks. I contacted the company on Oct. 5 to lodge a complaint.
  
  When I inquired about the cancellation policy earlier in September, the woman on the phone indicated that I could just show up on Sept. 18 and pay for a week, at $32.00 a day, and call again to extend - the cost she quoted me would have been $224.00 per week - why was I charged $325.00 and $385.00? I paid $710.00 when I was expecting to pay $480.00 ($32.00 x 15 days).
  
  I am requesting a refund of $230.00 for the overcharge, or at a bare minimum the overcharge of $60.00.
  
  I did not prebook my 2 week cruise parking (Sept. 18 - Oct. 2) as the cancellation policy states "Cancellations can be made up to 7 calendar days prior to the start date of the event or departure". Due to the fact that I had to produce a negative COVID test 72 hours before boarding the ship I could not afford to lose the pre-booking cost of approximately $468.00.
  
  I have heard back twice from the company with incorrect responses - the first on Oct. 7 indicated I had made only one payment to my credit card which was $325.00. I had sent both receipts $325.00 / $385.00 with my original inquiry. I questioned this and the second response on October 25, said, "Thank you for reaching out and apologize for the delay. If you pre book for cruise ship park it is less than when you book immediately .
  And you cannot pay for 14 days altogether. You have to pay for 7 days then again for additional 7 days. The price is less when you prebook your parking." Once again, there has been no response to my inquiry of the extra charge and request for a refund.
  
  Thank you.

  Business Response

  Date: 18/11/2022

  Hello *****, based on the parking guest message she was
  charged two different rates while going to the cruise ship. When parking guests
  pre-booking parking in advance via our App for the cruise ship they are paying
  a special rate but if the reservation is not done in advance or we are fully booked,
  all parking guest must pay our market rate, so Norma was charged correctly and
  also before processing manually her 2nd payment, we had informed her
  how much we will be charging. Unfortunately, we can not offer pro-rated refund
  in this case.
  
  Best regards,
  
  Marina
  
  
  Marina
  M******

  Customer Answer

  Date: 21/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:When I paid for 1 week of parking I was assured by the Indigo attendant that my second week would be charged at the same rate of $325.00. Yes, I was told the charge was now $385.00 when I booked my second week but my hands were tied - don't pay and have my car towed? I paid the $385.00 and was told to lodge a formal complaint once I returned which I have done. Your practices are very unfair - I was already parked, your lot may or may not have been full BUT I was already in a spot. The additional charge is extremely unfair when there was absolutely nothing I could do about it as I was out of the country. I am once again asking for a refund of of $65.00 for what I believe is a gross overcharge when I was already parked. The app was not working and I was forced to buy parking one week at a time. I look forward to your positive reply.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 23/11/2022

  Hi *****,
  
  When
  parker arrived, she paid for parking at the pay station $325.00 and when we
  processed 2nd payment manually, parker was charged $385.00. The second
  payment was for full 7 days (24 hours) parking and first payment was for 6 days
  and 13 hours, so therefore there is a difference of $65.00.
  
  To resolve this, we
  will issue a refund by cheque for $65.00. Parker will receive it within next
  few weeks.
  Cheque will be mailed to **** **** **** ****** ********* *** *** ***
  Thank you,
  
  Marina

  Customer Answer

  Date: 23/11/2022

  
  
  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:27/10/2022

  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 received a parking ticket notice ******** on October 19th at 1:18 PM issued by Patroller 226 at Lot 178 - The Amazing Brentwood. I was driving a borrowed ****** with BC licence plate number ****** and was charged with failure to pay for a parking space.
  
  My wife and I were in Vancouver for a few days to provide daycare for our grandson. We live in a small town and we are unfamiliar with the parking regulations of a large city. We parked along the street at this mall and did not see any parking meters or we would have put money into the meter. If we would have parked underground we would have known that we would have to pay to park but since we parked on the street beside the mall and did not see any parking meters we did not know that we were required to pay a parking fee. Our ignorance in this case is attributable to our small town existence. We have paid for the violation to avoid any further charges but we would like to have you reconsider the charge and reimburse us for the amount because $65.00 means a lot to us on a fixed income.

  Business Response

  Date: 01/11/2022

  Good afternoon *****,
  all our parking guests can always email us directly (email address is listed in
  our parking notice) to dispute the notice before making a full payment. I have checked
  and unfortunately, ****** ***** did not email us but paid for parking
  notice on the day notice was issued.
  There
  are lots of parking signs explaining parking guest our rules in this parkade,
  so I am sorry that ****** ***** missed all our signs.
  
  As one time courtesy,
  we will reduce notice to $15.00 only and we will process partial refund for
  $50.00 within next 4 to 6 weeks.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:21/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday I got a parking ticket even though I had paid for parking.
  
  Date: Oct 20, 2022.
  Location: Lot *** * ****** ******* 
  I parked at my university at 4:18pm and got a ticket at 4:19pm.
  
  How could a ticket be issued 1 min after I had just paid for parking?
  
  The more frustrating part is that I had just said "hi" to the parking patroller who was almost in front of the stall and the patroller responded with a nod and slight smile.
  
  I walked to the parking totem to get the lot number, paid it through the app, and entered the building door.
  
  Precisely 1 min after I had just paid for it, without me seeing it, the patroller put a ticket on my windshield.
  
  I was so surprised to see the ticket on my windshield when I came back to my car after my class since I had paid for parking as I do every Thursday and even had a polite interaction with the patroller. So frustrating!

  Business Response

  Date: 24/10/2022

  Good afternoon ****** we emailed Mr. ***** ********* Back and informed him that notice has been cancelled. Notice was issues due to the timing as when
  our parking ambassador was issuing a notice, we received a payment.
  
  Thank you,
  
  Marina
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 04/11/2022

   
  
  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:18/10/2022

  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.

  This is my first time parking at Brentwood mall but I will be hesitant to do so in the future. I paid over $6 for 3 hours of parking was also a patron of a restaurant in the mall. Disappointing to see that when I came back, I had a ticket even though I had been careful to remember paying. I would like this ticket cancelled.
  
  Dispute notice ********

  Customer Answer

  Date: 18/10/2022

  Hi there, this occured Oct 11th, 2022

  Business Response

  Date: 25/10/2022

  Good afternoon *****, I have checked, and parker paid for parking until 9:35pm and notice was issued at 9:47pm
  as parker did not extend his parking time. Notice has been cancelled as one-time
  courtesy and I have emailed all the info to parker.
  
  Thank you,
  
  Marina
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 25/10/2022

  
  
  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,
  
  
  
  ******* ****