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:11/10/2022

  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 attended a show at ****** Oct.1.2022 lot 192 ****** 1190 Cornell St. bought a ticket, no ticket dispensed, but my **** card was charged, so at the time I assumed that would be ok? I attempted to contact INDIGO several times, even got a automated response but due there high volume as the message says still have not got answer. I have sent at least four emails, and have received four auto responses. Thanks Doug

  Business Response

  Date: 18/10/2022

  Hello Enand, we have
  contacted Mr. Doug F****** and have look into it. Unfortunately, we were
  not able to confirm the payment, but we have cancelled parking notice as one
  time courtesy.
  
  Thank you,
  
  Marina
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 19/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18186249, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Doug F******

• Initial Complaint

  Date:05/10/2022

  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 work at the ********** park offices in Burnaby BC, which Indigo provides parking for. The incident occurred at Lot 159* **** ***** ***** ***** ******** I recently had my licence plate replaced from *** *** ** ****** around Aug 26th, 2022. Typically, I work 10-hour Graveyard shifts on location 22:00 - 08:00. but decided to trade for a morning shift. On the 29th Monday, Aug. After my shift, I received a ticket from indigo during my shift because the new licence had not been registered on the system yet. It was just Monday so I could not have registered it any sooner with my office's reception since we are closed on weekends. The next day Aug 30th I get another ticket from indigo stating my plate ( new ) is not registered. At this point, an email was already forwarded to my manager to have my plates updated in the system.
  
  I email Indigo with scans of my **** Change of plate registration on Sept 22 to contest the tickets. As an employee at the building, I pay a monthly subscription from my paycheck to be able to park on the premise. I made it evident on the **** registration that the car did not change but only the plate did. Furthermore, I made sure to note my prev. the plate **** **** was noted since it is still in their system.
  
  When I called to dispute the tickets. I spoke to Anna from indigo and was met with zero empathy. I advised that I have since updated and made sure my new plates are registered. I told her I pay a monthly subscription to Indigo to be able to park at my office's ********** park location. Instead, she accused me of failing on my part and despite paying Indigo a subscription, I would still need to pay the amount of the 2 tickets. I do not think it is reasonable that I have been paying for parking at this premise for 5 years and be charged $230.00 for two tickets since my plates were just updated by **** since the original plates were peeling. ****** * ******** ****** * ********

  Business Response

  Date: 07/10/2022

  Good afternoon *****,
  
  As
  per our policy’s all parkers must update license plates info with us by
  email/phone otherwise they will receive a parking notice. As per Darryl’s message, he changed his license plate on August 26th, but we only received an email to update his plate on September 27th.
  Notice ******** was issued on August 29th and Notice DD299905 on August
  30th and yet, unfortunately Darryl or his Manager did not contact
  us. Now both notices are in collection, $115.00 each. We have reduced both
  notices to $25.00 and Darryl can make a payment within next 10 days. We have
  emailed him about it as well.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:03/10/2022

  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.

  I received a parking ticket: ********.
  
  I paid for parking and followed all instructions. I assumed since I scanned the qr code in the parking stall it knew the stall number. It never asked for my license plate when I submitted my parking through the website. When I received my receipt by email I double checked and the "how" section to pay/display parking was blank and no mention of a license plate.
  
  I emailed them 7 days ago with no response and now the fine is set to increase.
  
  If I could get this cancelled that would be great.
  
  Thanks.

  Business Response

  Date: 04/10/2022

  Good afternoon *****, we have
  reviewed the complain and emailed Mr. ****** back informing him that
  parking notice ******** has been cancelled and reminded him to always add his
  license plate # when scanning QR code and paying for parking as we patrol this
  lot by license plate registration only and if we received a payment but plate
  was not registered, there is no way for us to know that parker paid for
  parking.
  
  Thank you,
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 17/10/2022

  
  
  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,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/10/2022

  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 in a hotel parking lot for which I had paid for parking. The parking ticket was a bogus ticket for a different lot that I didn't even park in - for 4.41pm (and it was only 3.30pm) I checked into the hotel at 2.30pm dropped my suitcase and went down to get my coat from my car and the ticket was on my dash in the hotel underground parking - not at Lot *** where the notice is from & prior to the offense time on the ticket please cancel this ticket. I have contacted the company via email to dispute it. Thanks

  Business Response

  Date: 04/10/2022

  Hello *****, we will be happy to look into it but we need to know parking Notice # or license plate #. I have checked as of now, we did not receive an email from this parker. Please, kindly note, we can review notices that were issued in BC only. Thank you, Marina

  Customer Answer

  Date: 04/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I settled the complaint with Indigo Park myself and received an email from them today that told me they have cancelled my parking ticket 
  
  
  per the email I have copied below:
  
  
  
  ******** *** ********

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

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

  Business Response

  Date: 07/10/2022

  Good afternoon, it
  is very unfortunate that ******** *** ******** rejected the response as
  parking notice has been cancelled. Notice was issued at 4:41pm and she checked in
  at 2:48pm, but the Hotel did not register her license pate on time.
  
  Thank
  you,
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 11/10/2022

  Please close the complaint as resolved

• Initial Complaint

  Date:27/09/2022

  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 purchased a parking ticket at my university. I selected the correct time and lot, but I got a parking citation anyways. I e-mailed ************************************* as per the instructions on the ticket the same day that I received the parking citation. As well, I attached proof that I was wrongly ticketed. I never got a response. I tried calling the Vancouver office four times and there were no options to speak to the citation dispute department. The only options were to either enter a specific employee's name or an extension number neither of which was information I had. I had no information on how to contact someone and settle this problem. I sent two e-mails in the last three days and I have not received a response yet.

  Business Response

  Date: 28/09/2022

  Good afternoon,
  we emailed back to parker today. We have reviewed it and parking notice has
  been cancelled. 

  
  
  

   Thank you,

  
  
  

   Marina

  
  
  

   Marina
  M******

  
  
  

  Assistant
  Manager, Guest Services Department

  
  
  

  – – – – – – –

  Customer Answer

  Date: 29/09/2022

   
  
  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:27/09/2022

  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.

  We are a customer of Indigo Park, specifically at lot 009 on the corner of Alberta & 4th Ave.
  
  We pay almost $500 per month for two parking spaces in this lot.
  
  Three weeks ago, we began incurring notices and threats to tow that read "Only one vehicle can use parking permit at a time" - we were very confused, as we pay for two spots and were parking two vehicles. I contacted Indigo to tell them as much, and ask that the notice be cancelled.
  They responded that they would cancel the notice "as a one time courtesy" but we have two many vehicles under one parker parked at one time. News to us, as the same two vehicles have been parking in that lot daily for months.
  Despite the suspicious random implementation of this policy, we acquiesced and asked that the plates then be corrected so that they were under different parkers. To be clear - we have no control over allocating plates and each time we have had to allocate a plate it has been through Indigo Customer Service - we have no way of confirming how they are allocated unless they respond (as you'll see in the copies of emails attached).
  It has now been three weeks of nearly daily emails and phone calls, attempting to have Indigo reallocate the plates, and we have received one response (see attached) telling us "we can't re-allocate that many plates" despite the fact we have asked for one plate ONLY to be moved. We have since been ignored. I have left voicemails with Marina & Teg, and sent nearly daily follow up emails, as well as enquiries from Indigo's 'Contact Us' page.
  
  We have put ridiculous amounts of time and energy into resolving a dispute over a service we already pay for, and have also incurred other expenses including paying daily parking fees on top of our monthly $500 in order to avoid being towed or given further notices.
  
  We are beyond frustrated with the lack of customer service (to put it mildly), and lack of logic that has been applied to a situation that continues to cost us daily.

  Business Response

  Date: 27/09/2022

  Hello *****, we have
  sent multiple emails to this parker trying to resolve the situation and they
  are paying for 2 parking random stalls but parking more than 2 cars in the same
  time, and as a result receiving parking notices. Below is my last email I sent
  them.
  
  I hope this can be
  resolved.
  
  Hello *******,
  
  Thank you for your email.  
  
  As you know, you can park two
  vehicles in the same time only, therefore please, kindly provide us plates that
  must be registered under Claude Bartholomew and Ryan Tyrrell’s random stalls.
  
  Please, see attached a list of
  all plates we have registered in our system.
  
  Please, kindly note that 2 cars
  listed under the same stall/parker can not park in the same time. So, if 622PNN
  and LX336G are parking in the same time, the notice will be issued. Only one car
  can be parked from each stall/parker.
  
  Unfortunately, this is the way
  our system is set up and if this does not work for you, we can offer you a
  reserved parking at Lot 244, located at 285 West 5th Ave, Nickel Building. With
  the reserved stalls, you will not have to register plates with us and can park
  any car at your reserved stalls.
  
  Our rate for reserved stall at
  Lot 244 is $350.00 + taxes = $455.70 Reserved 24/7. Please, let me know if you
  would like to transfer.
  
  @[email protected],
  we would appreciate re-calling complain you have submitted to BBB.
  
  Best regards,
  
  Marina
  
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

  Customer Answer

  Date: 28/09/2022

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

  " Hello *****, we have sent multiple emails to this parker trying to resolve the situation and they are paying for 2 parking random stalls but parking more than 2 cars in the same time, and as a result receiving parking notices. Below is my last email I sent them.  "

   

  This is absolutely not true. Indigo indicated that we had two plates under the same parker parked at one time, and this was in violation of their 'policy'. We never parked more than two cars - we pay for two spots and we park two cars. 

   

  They also did not send 'multiple emails trying to resolve the situation'. They sent two emails, in which they provided NO resolution, and when asked to assist with the realloaction of plates (so that we would stop incurring notices/threats to tow) and cancel the notices the repeatedly ignored our communications. To be clear we have no way of knowing where they have allocated plates to, so we are at the mercy of their ineffective and careless admin and 'policies'.

   

  I cannot emphasis enough how frustrated we are with the lack of service, communication, and now dishonesty on Indigo's behalf.

   

  They communicated with me yesterday that they have finally reallocated the plates (if they had done three weeks ago, this situation would have been resolved). However, they have not confirmed that the unjust notices against us have been cancelled. We continue to pay for daily parking elsewhere so that they will not tow us for 'unpaid notices'.

   

  I have attached again the thread of emails that I sent over these last weeks, to emphasis again that they did not, in fact assist us in a resolution. 

  Please note once again, this was not the full extent of communication. I also left multiple emails with 'Teg K' and 'Marina'.

   

  Only once the notices have been dropped will this issue be considered resolved. Until then, this remains a scam for additional fees held up on the back of some of the poorest customer service I have encountered in my career.

   

   

   

   

   

   

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

  Business Response

  Date: 29/09/2022

  Hi *****, please see below our recent email we sent to Ryan. Thank you!

   

  Hi Ryan,
  
  Please, kindly re-call your BBB
  complain. We have resolved the issue with your licence plates, and we cancelled
  all outstanding notices.
  
  We take customer satisfaction seriously and our Team is working hard helping our customers but please understand we
  are having our own challenges with staff (staff shortage) just like hundreds of
  others Companies in Canada and therefore we are not able to respond within 24/48
  hours for now.
  
  I cannot emphasis enough how frustrated we are
  with the lack of service, communication, and now dishonesty on Indigo's behalf.
  
  Best regards,
  
  Marina
  
  
  Marina M******
  Assistant Manager, Guest
  Services Department

• Initial Complaint

  Date:29/08/2022

  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.

  Hello,
  I parked in Indigo Parking lot # *** on August 20 at 9:18 am and I used their app to pay for 12 hours parking from 6 a.m. to 6 p.m. for August 20. I received an email with a transaction no. ******** confirming my payment. The email has a link to a barcode but the parking lot doesn't have any barcode scanner. I read the written instruction in the parking lot and it says leave the receive in the car if applicable. I also emailed them asking for instructions but they were off. They got back to me days later saying that I only need to pay through the app and that's it.
  Going to back to collect my car, I found a parking violation notice for not paying (Notice number ********). I emailed them the same day to dispute it but I haven't received any feedback. I tried calling a few times and one time, a guy checked their system and confirmed that the parking payment went through but he couldn't do anything other than that. They don't have any phone numbers for the dispute department so I can't reach them. Can you help me void this ticket.
  thank you

  Business Response

  Date: 30/08/2022

  Good afternoon,
  today we cancelled notice ******** as one time courtesy and emailed parker back.
  Notice was issued as parker registered license plate incorrectly and therefore this
  was a valid notice. Registered plate ******, correct plate *******
  
  Thank you,
  
  Marina
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department
  – – – – – – –
  1140 West
  Pender St., Suite 1310
  Vancouver
  (BC) V6E 4G1
  Tel: +1 (604) 669-7275
  *******************************   
  https://ca.parkindigo.com/  

  Customer Answer

  Date: 30/08/2022

   
  
  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.

  I advise that this complain can be closed as Indigo cancelled the ticket.

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

• Initial Complaint

  Date:21/07/2022

  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.

  On July 20,2022, My wife and I parked in the parking spot ****, Park place , Surrey. We approached the attendant and asked her where to pay for the parking ticket, and she directed us to the parking meter. We paid CAD $3.25 for Surface lot parking for 1 hour at Park Place Surrey. We approached her twice after paying, first to ask if we need to keep the parking receipt in the car dashboard, for which she said “No”. The second time we approached her to ask about directions.
  
  We went on a stroll for a few minutes(exactly 14 minutes after payment) and came back to see her taking pictures of the vehicle. When we approached her, she had already printed the ticket reasoning failure to pay for the parking or parking has expired. When we produced our parking ticket and proved that we were within the paid time, she questioned the validity of the receipt, and did not accept the receipt (Time at which this happened : 9:00pm).
  
  After 5 minutes of relentlessly explaining and describing the valid parking receipt that I purchased using my own money, she accepted that it was “her bad”, without an apology. Still she maintained as if she will be doing us a service of cancelling the falsely charged parking ticket. Until a by-stander intervened she did not even mention about the way to dispute it. It was very clearly targeted, as we seemed like vulnerable residents.
  
  This spoilt our evening and made us feel miserable for being treated like this for following the law. The irony in the situation is that, she was fully with us, during the purchase of the parking receipt and while we were parking.
  
  We felt ******* and ******* by Indigo parking group, and this is the definition of ******** vulnerable consumers. This is just one of their tactics to get your fined!!!!
  
  I would like to request you to cancel the ticket that we had emailed regarding this.

  Business Response

  Date: 22/07/2022

  Good morning *****. Absolutely,
  there are two sides to every dispute. When our patroller realised the
  notice was issued in error, she immediately emailed our Guest Services Department
  and notice ******** has been cancelled on July 21st, 2022.
  
  Mr. ****** ************* also emailed us to dispute the notice on July 20th and
  we responded back on July 21st, informing that notice has been
  cancelled.
  
  I
  have forwarded Mr. ****** ************* comments about our patroller to the Manager to review it.
  
  I
  hope the dispute has been resolved.
  
  Thank
  you,
  
  Marina
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department

• Initial Complaint

  Date:13/07/2022

  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.

  n Jan 28, 2022 I received at the west park a parking notice ****** stating illegally parked but my car was parking properly, I spoke with the cashier and he really kindly give me another spot that he knows for sure is public parking, I did and I got another ticket on jan 29, 2022, before to park there I asked if can parking overnight and the answer was yes, then I parked there and I got these 2 parking notice. I asked kindly to cancel these 2 parking notice because I did do nothing wrong.I received an email requesting photos to prove that my car was parked correctly, which I did, I sent the pictures.Later they asked me for the number of the credit card with which I paid for the parking, which I explained to them that it was paid in cash.To which they told me that if I did not provide them with this information, the fines would not be canceled.It is important to mention that in this parking lot the only way to get out is by paying the cashier and handing in the entrance ticket. There is no cashier to prepay for parking time. Now they are sending me letters and I feel harassed, and they state that my plates were not registered, when in this parking lot it is not handled in this wayI think that as I show them that I was parked correctly and they do not want to cancel the fines, that is why now the concept of *** *********** letters that I am receiving are different from the concept of the fine.Despite my calls and my emails, no one has been able or willing to help me and this is a situation that is neither fair nor legal.

  Business Response

  Date: 18/07/2022

  Good morning Merlyn,
  
  I
  have reviewed *** ***** complain and I have contacted him directly. The complain
  has been resolved directly **** *** *****.
  
  *** ***** received 2 parking notices back in January 2022 as he parked his
  car at the Hotel area vs residential area. Both notices were valid notices and *** ***** did not contact us to dispute notices until May 2022 and both
  notices already were forwarded to the Collection Agency.
  
  There was a misunderstanding
  where Mr. ***** should be parking, and I have cancelled both notices in good faith.
  
  Best regards,
  
  Marina
  
  Marina
  M******
  Assistant
  Manager, Guest Services Department