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Business Profile

Parking

Indigo Park Ottawa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/05/2025

    Type:Product Issues
    Status:
    Answered
    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 a daily parking pass at work which is paid through the building management GWL Great West life this covers the daily parking with Indigo Monday to Friday however this started last Friday evening in which Indigo did honour that parking pass however, Monday May 19 Indigo told them by intercom exiting garage 3 times and the representative still continued to want me to pay $22 my resolution is to get a refund of payment which I did speak to *********** mastercard 3 times as well

    Business Response

    Date: 16/06/2025

    Hello Mark, 

    Thank you for your patience, and please accept our sincere apologies for the delay in responding.
    We have carefully reviewed your complaint, along with our internal records and correspondence. Our records indicate that you contacted us on May 20th regarding the gate being down. However, at that time, it was not made clear that you had paid for daily parking.
    We have asked our service team to contact you directly to discuss the refund process for the payment made during the period when our equipment was malfunctioning.
    We truly regret the inconvenience you experienced and want to assure you that the gate issue has since been fully resolved.
    Thank you for bringing this to our attention.

    Indigo 

  • Initial Complaint

    Date:11/04/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    In February 2025 I emailed Indigo to cancel my monthly parking subscription. I asked that the cancellation be effective Monday, April 7, 2025 with Friday, April 4th as my last day paid. They responded that they'd end my subscription April 4th, with no time of day indicated. On April 4th I received a $100 parking infraction. I emailed Indigo my complaint with evidence provided and requested cancellation of the ticket. Five business days later, I am still waiting for a response from Indigo. I am concerned that Indigo is using deceptive practices to increase their revenue, and either ignoring my complaint or delaying their response to push me into paying the ticket to avoid late fines.

    Business Response

    Date: 22/04/2025

    Good morning, the ticket has been cancelled and can confirm that your account has been terminated. We apologize for the inconvenience as there was a system error that caused this issue.  

    Best regards, 

    Customer Answer

    Date: 23/04/2025

     
    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:11/12/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Hi, ********* in the building at ********************************************************** has flooding issues and has been closed since Nov 12. On Nov 15, I was emailing Indigo Parking to cancel my monthly subscription, and I got an answer says "we will be issuing a credit for time not used as in building closure". However, on Dec 1 they charged me a full month parking fee directly from my credit card. I contacted them again and asked to cancel my subscription since I can't remove my credit card info from their app. They replied me and says they will issue the credit.On Dec 10, I received an invoice for Jan and again they still did not cancel my subscription as I requested so many times. My request is to cancel my subscription on my account and remove my credit card info from their file. Thanks,Lei

    Business Response

    Date: 30/12/2024

    Hello, apologizes for the delay, all refunds needed to be confirmed by the building owner. We now have approval to process all refunds. 

    Thank you 

    Customer Answer

    Date: 30/12/2024

    Hi, I just want to confirm that my monthly subscription has been cancelled. Thanks

  • Initial Complaint

    Date:10/12/2024

    Type:Product Issues
    Status:
    Answered
    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.
    From December 14, 2024, I have requested the cancellation of my monthly parking subscription, and I have requested a refund for the remaining period (18 days) from December 14 to December 31. I requested the company(***************************************************************************************************) to reply to the exact amount of refund and the date of the refund by e-mail. However, the company(***************************************************************************************************) has refused both my cancellation and refund because the cancellation of the subscription must be made 30 days in advance. I cannot agree with that, and I have requested a response from the service desk's reader but they have ignored all of their requests. I believe my request is reasonable, and I again request the cancellation of my monthly parking subscription and a refund for the remaining period. And I demand the company's unreasonable cancellation policy and an apology.Below is my relevant information.I hope that consumers who complain of inconvenience like me will not occur again, and I hope that 'BBB' will actively help me. Thank you again.Reference Nb A00059432 Account ************** Invoice INV00866221 Total Due: $242.26 Invoice Date 01/12/2024 Parking for 01/12/2024 Company email : *************************************************************************************************** Company : Indigo Park Canada Inc.251 ************************************************************

    Business Response

    Date: 30/12/2024

    Hello,
    All accounts are subject to a 30-day cancellation policy, as outlined in the terms and conditions agreed upon when you signed up for parking. Since we received your cancellation request on December 14th and the lot will be closing on January 1st, your account will be canceled on December 31st.
    Thank you f

  • Initial Complaint

    Date:23/10/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My name is ******** *****, and I am requesting a refund of $45 that was charged for parking at **************** (********) on the night of Oct 11th. The car park is operated by Indigo and ticket number is ********. I paid for the parking ($20), but the barrier did not open due to a faulty mechanism. I contacted the Indigo service team, and they informed me that a technician would come to assist me. However, 30 minutes later, I received a call informing me that nothing could be done that night. I was advised to exit through a different route, select the "lost ticket" button, pay another $25, and follow up with the ** for a full refund. Can you please let me know the process for obtaining the refund? Or would BBB assist in obtaining my refund?

    Business Response

    Date: 04/11/2024

    Good morning, We have investigated and confirmed this incidence on the October 11th, 2024. We shall proceed with the refund process. We regret any inconvenience caused by this incident.

    Customer Answer

    Date: 12/11/2024

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:15/10/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Paid for parking twice in error at same lot and same time. Requested a refund for one of the charges. Received no response to my email. I received 2 confirmation emails from the company so they are aware I paid twice.

    Business Response

    Date: 16/10/2024

    Hello *******, 

    Sorry to hear that you have no heard back from us. We are currently receiving 1000 emails per day wih the government returning to work. Our team is working hard to get through these emails. We will ensure that we close your ticket today. 

    Thank you, 

    Indigo

    Customer Answer

    Date: 21/10/2024

     
    Complaint: 22425997

    I am rejecting this. If you are able to take my money and raise your rates giving a refund should be easy.  You know I paid twice for the same day.


    Sincerely,

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

  • Initial Complaint

    Date:21/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 August 15th, my husband and I (both seniors) missed our train from ******** to Ottawa. We had paid for parking via Indigo Park (****************************) in advance (we were to have been gone four days) at the ******** VIA Rail cubicle. As we had missed our train, we had no choice but to immediately drive to Ottawa. We used less than 10 minutes of parking, but paid for 94 hours. I then proceeded to attempt to get a refund from Indigo multiple times from August 15 to September 16. I complied with all their requests of copies of receipts, and proof of paid parking in Ottawa. On August 31, after multiple emails, I was advised that a cheque was in the mail, minus an $11 administrative fee. I have never received a cheque. I followed up via email on September 16 and did not receive a reply. I am requesting a full refund, and no administrative fee. There is no reason that the company cannot simply refund me back to my credit card; a cheque is archaic.***** ****** (Indigo Park Canada ************)Aug 31, 2024, 11:18 EDT Good afternoon, Thank you for your email. Your refund has been processed, please note, that due to the first purchase was made by a customer's mistake, we had to apply a $11.00 administrative fee. All requests to cancel a reservation, for any reason may be subject to our administrative fee ($6.00- $11.00)

  • Initial Complaint

    Date:09/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 date of this issue was July 31 2024. It occurred at ******************************************************* lot in ******** ******. The nature of the issue is as follows: I arrived and parked at the ************************************************* lot at 7:30am on this date. The parking lot is for daily parking and was completely empty. Upon arrival I tried to pay for parking through the indigo online portal, it kept saying rates not available and would not let me pay for parking. I refreshed the online portal for an hour from 7:30 to 8:30am with no success. I logged the issue with indigo parking online at 8:30am after an hour of being unsuccessful for trying to pay. I also called indigo with no response. Indigo did not respond to my issue request that day and I received a parking ticket. I called indigo parking again on July 31 to report the invalid parking ticket as the system was not working, I also explained I sent a message through indigo online for assistance for getting help paying that was never answered from that morning. There is also no parking meter on site for which I could have paid. Indigo responded by email only (I still havent received a call back in a week), the email said the parking lot was full and thats why I couldnt pay. This is not true because the space was empty and for daily users. I asked for a manager/to escalate the issue as I am not paying for an invalid parking ticket where I tried to pay for parking and could not get assistance when the system didnt work. I tried emailing indigo 3 additional times since last Friday and only received an email now still suggesting the ticket is valid when it is not. I have followed up once more for a email to escalate the issue and speak to someone higher up to waive this ticket. Indigo failed to have a system that worked, failed to respond in a timely manner to help a client when the system did not work and is now suggesting this is the clients fault which is completely unacceptable.

    Business Response

    Date: 12/08/2024

    Good afternoon *******************, 

    I have completed my investigation based on your complaint through the BBB. I was able to find that there were many purchases through the app on July 31st. The target for transient parking was reached,  which is why you received an error message stating that there were no rates available. I also looked into why your call was not answered, the service team received your call, but also received your email the same day. They replied to your email the very next day explaining the reason for the violation. Please see email trail attached. 

    Thank you

    Customer Answer

    Date: 21/08/2024

     
    Complaint: 22104062

    I am rejecting this response because I had a parking spot in the lot at 7:30am. The system would not allow me to purchase, I have photos of me trying to pay without success. The lot was not full and I have explained this multiple times in emails. I tried to contact Indigo for assistance within an hour of not being able to get the application to work as there are no on-site parking machines. Indigo failed to respond within a reasonable timeframe to provide assistance which lead to me getting a ticket, I would like this ticket waived due to indigos inability to answer phones or online tickets in a reasonable timeframe for customer service. The  ***** app if it had been working would have avoided this ticket, the reason for the parking lot being full isnt valid as I could provide camera footage showing the opposite from my workplace. I will not be taking this as a resolution whatsoever and would like this escalated. 


    Sincerely,

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

    Business Response

    Date: 11/09/2024

    Good morning, 

    As stated before, the app did not work for you because all spaces were already reserved by other parkers that paid in advanced or have a monthly space. You received the infraction because you parked illegally  and for no other reason. 

    Thank you 

    Customer Answer

    Date: 11/09/2024

     
    Complaint: 22104062

    I am rejecting this response because:

    When I parked at 7:30am and the app would not accept payment, it did not say that the reason it was not accepting payment was due to a full parking lot, it was just that the app would not accept payment which would lead customers to believe there was an issue with the app. Because of this, I used the online help portal to try to pay and report the app issue of not accepting payment. If the app did not accept payment because people paid before arriving (the parking lot was empty so I dont believe this to be true regardless of what indigo suggests), then the app should say the parking lot is full. It shouldnt give customers an unknown error message for payment. Due to the lack of clarity, a customer like myself truly believed the app had an issue, which required me to proceed to contact the online support portal that did not get back to me within a reasonable time frame either on the issue. 


    Sincerely,

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

  • Initial Complaint

    Date:04/06/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 am disputing payments made on April 11th and My 9th as they were for the same invoice. I have tried tirelessly to get this issue resolved with the company but their customer service is proving to be deplorable. I have attached a breakdown of all events and documentation leading me to submit a complaint here

    Business Response

    Date: 24/06/2024

    Good morning, after discussions with  the team, it appears that this issue was resolved. 

    Thank you 

    Customer Answer

    Date: 24/06/2024

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:03/06/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 had my annual appt. with Dr ****** at *********************. I arrived ************************** requires. When I arrived, there were two people struggling with the Indigo Parking payment machine and they seemed quite upset. Rather than wait, I went up to the 3rd floor to register for my appointment and then went back down to the main floor to try to make a payment. I punched in my license plate number and then inserted my credit card as directed. I got an error message that said "Cannot read card". I re-entered my card and double checked that I was inserting it as requested. I had. I inserted it again and got the same message. I tried a debit card. I did not get an error message for it but I was not prompted to go further. By this time I was risking being late for my appointment. So I went upstairs and was soon ushered in to see the doctor. When I came out 30 minutes later, my car was one of about 8 cars that had been ticketed. I have been going to this building for 8 years now and I have never seen that many cars with tickets. It seems to me that if the ticketing agent of Indigo finds that many cars that have not paid, then that is a signal that he/she should be checking to see if their payment method is at fault. To me, the evidence speaks for itself. 10 tickets equals $800. If Indigo is willfully blind to the flaw in their system, then they are collecting - potentially - up to $6,400 a day from people like me - who wanted to pay for parking - but could not. You can contact Woodroffe Pharmacy, a tenant who occupies the adjacent space on the main floor and would have heard the complaints of others throughout the day. The phone number is **************.

    Business Response

    Date: 04/06/2024

    Good afternoon ****, 

    Sorry to hear that you were having issues with the meter, we will look into this to ensure there is no issues with the equipment. Indigo does offer parking payments through the Indigo app, signage is throughout the parking lot. This was implemented as another option for visitors to the building so that they can pay if equipment is not functioning as well as just another way pay for your parking. All vehicles must be registered, you can certainly speak with the City of Ottawa in regards to the ticket you received, however, the ticket is valid. 

    thank you 

     

Indigo Park Ottawa is NOT a BBB Accredited Business.

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