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:29/04/2024

  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 work in the downtown core of Ottawa and drive over an hour to for two days a week. My building offers a limited number of daily parking spots managed by Indigo. We are required to book the spots on their application/website with the details of the car (including plate). The issues i have found is that since we have more people going in the office lately, we have to book our parking weeks ahead. This is highly impractical since there are many things that can happen in a family setting that can change the schedule at which i would go in the office. For instances, last winter, there was a severe snow storm and driving to the office was dangerous. that day i lost 20$ in parking. Another instance is this week end, I fell ill and as such cannot go into the office this week. I had booked my 2 days of parking ahead and now i'm at a loss of $40+. I have tried many times to contact indigo, however, it is impossible to speak to an actual human being. The other inconvenience I have found is that you cannot switch the plate that is registered. I sometimes use the second family vehicle and as such the plate would not match my registration. I am sure there is a way for Indigo to fix this issue.

  Business Response

  Date: 29/04/2024

  Good afternoon, 

  A memo was sent out by your employer to all staff,  explaining how to contact our service team, there are others  within your building that do require refunds from time to time and do so by emailing our service team at *******************************************************************. Please ensure that you send the receipt of the parking fees paid, and explain why the reservation was not used. Once we validate that the garage was not used with your pass, we will gladly provide a refund for your parking. We do not accept phone calls for refunds as we do need backup on the parking fees paid. 

  Thank you

  Customer Answer

  Date: 30/04/2024

   
  Complaint: 21638911
  
  I am rejecting this response because the company has not addressed one of my issue in regards to being able to toggle between cars after booking due to family dynamics.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/04/2024

  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 March 21, I parked at an Indigo Parking lot at **********. I paid by app outside the lot. When I entered, there were no spaces. After five minutes, I gave up and left.I submitted several requests to Indigo by phone and email for a refund. On April 10, Indigo Area manager ************************* contacted me to say Indigo has decided not to refund me, because if we refunded you, we would have to refund everyone.To be clear, indigo charged me $14 for no service. It is fraud.

  Business Response

  Date: 11/04/2024

  Good morning, 

  We have completed an investigation and our findings were that on March 21st a reservation was made for this location. We did not have any contact until March 22nd once the reservation was expired. There is no evidence provided to prove that the parking was not actually used. This is why the refund was denied, and for this reason only. I would be happy to discuss this further, and will call to better explain. 

  Thank you 

• Initial Complaint

  Date:04/04/2024

  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.

  Hi there,
  
  Ive received 3 seperate parking tickets despite paying for parking at La cite collegiale with Indigo.
  
  I had registered my vehicles but then after receiving the tickets I checked the database from the ticketers car, the kiosk desk and it was constnatly saying my vehicle was not registered despite having registered it.
  
  Then i got in a car accident and had to start using a rental. After over 10 visits, emails and phone calls my rental is still not added to my parking pass despite them saying it is, and I continue to accrue tickets. Very poor customer service and product service. What am I even paying for if in 3 months ive received 3 tickets when paying so much to park(I have payed over 1600$ in two years to park here, but this semester only being 370$ has been a true rip off as I am having to go to their indigo parking office almost every time I am working or at school.
  
  Luckily the first ticket from Febuary was resolved, the second ticket I intercepted as the parking officer was writting it to me and showed him I had payed. The third has taken over 10 visits, calls and emails and is still not resolved their support team is not even answering me and if they do they just tell me my rental wasnt on the pass. But ofcourse I emailed them to put it on the pass when i got in the accident, and even went to their office to have it put on the pass where they said it was all good to go, only to receive a ticket an hour later.

  Business Response

  Date: 05/04/2024

  Good afternoon, after reviewing your account with the team, it appears that your licence plate was not provided and entered in to the system. Our management team has spoken with you directly and have made the changes within your account to ensure that you are not ticketed going forward. 

  Thank you 

• Initial Complaint

  Date:29/02/2024

  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.

  This company sells advance parking through their website and through their app, however the full terms and conditions of the service are not stipulated on the website or the app. It does not say anywhere that advance parking is not held, or that if you book and pay in advance, you will not necessarily be able to park. Upon contacting customer service after the fact, they told me that all the sites are managed differently and that in some places they hold reservations and others they don't. If you look through the website and app, there is no indication of this anywhere, so people paying for advance bookings have no way of knowing that the spot is not being held or that the terms and conditions are different at different sites. I paid for advance parking earlier this month at one lot and no spot was available at the time I booked. I had to pay 3x the price to park in another garage nearby on top of what I paid to Neo Indigo. They said that they could not compensate the additional parking fees I paid because that was not an Indigo lot (which to me seems irrelevant; those were my damages), and could not reimburse the fee I paid them because there was an $11 administrative fee to process refund requests, which was more than what I paid them. I am not sure how a customer can legally be bound by such a policy if they did not actually provide any service whatsoever in exchange for the fee I paid them. They also told me specifically more than once that if I purchased advance parking at another site nearby, it was managed differently and spots would be available, so I did that, and there was still no spot available during my booking because as far as I can tell, they did nothing to hold it. I wouldn't have made that booking after my prior experience if I hadn't been told that it was different and spots would be available. This is all documented in emails. I'm out a bunch of parking fees because of having to pay double after booking through this company and then having to find other parking. I'm also upset that they don't actually declare the full terms of the service up front.

  Business Response

  Date: 12/03/2024

  Good morning, 

  After an investigation, we see that you had sent our customer service team an email inquiring about daily parking at 111 ******. At this time the location was offering advance payments for daily fees, We can we see that instead of 111 ****** your chose to buy at  ********** which is a residential lot for visitors of the building only. when you arrived, the lot was full and proceeded to chose a parking lot operated by the City of Ottawa. You then contacted Indigo to reimburse you for your parking fees at the City. This was denied as the lot is not operated by Indigo. We were then asked to refund the parking at ********** due to being mislead, however, our Team did provide clear information on the lot at 111 ****** as per your original request. At no time were we contacted about ***************** other then when a refund was requested. In this case, i have approved the refund paid the ********** which will be processed today. 

• Initial Complaint

  Date:23/02/2024

  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 was visiting a friend at ************** in Ottawa/Nepean and received a parking ticket for parking in "visitors" parking. The ticket was there at 9PM when I went to check my truck and in the morning it was gone.I want to ensure this is not on my driving or financial record

  Business Response

  Date: 05/03/2024

  Please contact our service department at ottawa.servicedesk@group-indigo,com, we will be happy to look into this for you. 

• Initial Complaint

  Date:13/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  At 25 January **** I try to buy a subscription for monthly parking but I can't because it start at the first of the month so they charge me for daily rate. During this time I I realize the parking lot doesn't meet my need so at 31 January ****, I try to cancel auto-charge for monthly subscription for February ****. I never use the service for monthly parking and they send me invoice of ****** and insist they require 1 month notice before I cancel monthly subscription. Which I try to explain it's impossible in my situation because I try to buy and cancel several days prior the monthly subscription even started. They keep harassing me in email and repeatedly saying they require 1 month notice, I keep explaining the monthly subscription doesn't even started before I cancel it, how I cancel 1 month prior? Also they didn't mention that they need 1 month notice prior cancelation, you find out in faq page, which I find very deceiving. Why I can buy without notice, but cancel 1 month prior? It's not even reserved parking, so if spot is full, they are not responsible. It's not a good business practice and try to tricking people just because they are monopolize most of parking spot around.

  Business Response

  Date: 13/02/2024

  I received the following complaint from a customer who lives in ********************** and the complaint is for monthly parking in Ottawa.  We have an Indigo Park branch in Ottawa that should be handling this complaint.   Not sure why this was sent to me here in ********.

   

  Thanks

   

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

  General Manager

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

  ********, ** R3B 3B1

  Tel: *****************

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

  Business Response

  Date: 13/02/2024

  Good afternoon, your parking subscription with ** was activated in January 25th, and you were billed for the remainder of January 2024.  On January 31st you contacted us about cancelling your subscription, were told that same requires 30 days notice; following this you decided to remove your payment information, preventing us from taking payment for February.  Failure to pay for this outstanding amount WILL result in the matter being referred to our collecitons agency, where will face other challenges from same.

  Thank you

  Indigo

  Customer Answer

  Date: 13/02/2024

   
  Complaint: 21280726
  
  I am rejecting this response because:

  In your terms and conditions said that subscription suppose to be 1 months to be auto renew. I cancel my first subscription before it even started after 5 days daily payment. So this auto renew subscription doesn't apply to my situation because the first month not even started. 

  So please follow your personal terms and conditions and do not use your them only in the way convenient for you by cutting parts from those terms and conditions!!!

  *******************;

• Initial Complaint

  Date:03/01/2024

  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 had a parking subscription at my place of employment. I got laid off to go to attend a work related course at the end of August of this year. It was short notice, so I needed to cancel my parking subscription immediately. The app didnt allow me to cancel, and neither did the website. Its very obvious that they make it difficult on purpose. I called my bank and was advised to cancel my credit card to avoid the payment. So thats what I did. A few more than later I received an invoice for 4 months of parking. I did not park there once during that time. Now they have sent my name to a creditor and they are destroying my credit, but I cant afford to pay them this money. I am being plunged into a life of poverty because of a parking companys predatory practices. This should not be legal.

  Business Response

  Date: 03/01/2024

  Dear ****************,
  
  Thank you for reaching out.
  
  This complaint was assigned to *********, but your account is for the ********************** location, which is outside of our jurisdiction.Please redirect your concern regarding your monthly subscription to our Ottawa office, or you can contact them at **************************************** or by phone at **************.
  
  Thank you!
  
  Sincerely,
  
  *****************************
  Guest Services Manager
  
  ********************************************************************************) V6E 4G1
  Tel: *****************
  ***************************************
  
  

  Business Response

  Date: 04/01/2024

  Good afternoon, as you described in your complaint, you signed up for a parking "subscription", which provides you with access to that parking location on a "recurring basis", in exchange for our fees.  Our terms and conditions are clearly identified on our website, you can cancel your subscription at anytime with 30 days written notice. 

  If you failed to cancel your subscription with us, as well as pay for the fees associated with same, Indigo has no choice but to refer the matter to our collections agency.  Please contact our service team to re-visit your situation with you, at *******************************************************************.

  Thank you

  Indigo

   

• Initial Complaint

  Date:06/12/2023

  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.

  COMPLAINT AGAINST INDIGO PARK CANADA. At 5:45 pm on December 2, I attempted to pay $11.46 for parking at OT461 Ottawa Baseball Stadium. However, the app was not functioning and would not allow me to pay. As I did not want to get a ticket, I moved my car to the hotel parking lot (which is not run by Indigo Park Canada). As I was parking in the hotel lot, the app for Indigo Park Canada finally completed the transaction. However, I had already found an alternative parking spot. I emailed customer service right away to tell them of the mistake, but they have since given me the runaround, and are refusing to give me a refund for a service I did not use.

  Business Response

  Date: 07/12/2023

  Good afternoon, depending on where you are, and the cellular signal you are getting, it can take a few extra moments for the transaction to complete.  If you found alternate parking, and can provide us with your receipt for same as evidence, we would be more than happy to process your refund.

  Thank you

  Indigo

• Initial Complaint

  Date:15/11/2023

  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.

  On August 5, I parked at Indigo Park ottawa 41 ****** street location. Upon exiting, I inadvertently pressed lost ticket. I was charged $60 for this. I realized my error and paid the correct amount which was $19. I called the company and explained what happened and sent all the required information to obtain my refund. The company made me jump through so many ridiculous hoops to get my lousy $60 refund. I have called and e-mailed over a dozen times to find out when my refund is being mailed to me. They continue to make excuses(the manager needs to approve, the check is in the mail etc).This is no way for a multi-billion dollar company to operate. Wear down the customer so they just give up.As I said, I have called an emailed too many times toi no avail Their customer service number is ************. I have spoken and e-mailed with a ****** and an ****** to no avail.Please help me obtain my refund and be aware of the type of business Indigo park Ottawa appears to be(dishonest, abysmal customer service,etc)Thank you in advance for your assistance I can be reached at ************ or via e-mail at **************** Best,*********************

  Business Response

  Date: 16/11/2023

  Good morning, we understand that you have spoken with our service team and that your refund has been approved.  We apologize for the delay, not normal and completely unacceptable.  We have asked our accounting team to expedite the payment for you.

  Thank you

  Indigo

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 20873630
  
  I am rejecting this response because:

  I have had a running dispute with this dishonest company. They finally agreed to a refund after hectoring them for months(August 5 was the day I parked at their lot). They sent me the incorrect amount($41 v the $60 I was owed). I demanded full payment. I sent the following response to them including once again all the documentation. They then claimed it was their policy not to refund for a lost ticket. Problem is, the ticket was never lost. I inadvertently pressed lost ticket when paying via their parking machine. Below is my recitation of what occurred. They had claimed in a previous exchange that I entered the parking lot twice which as one can see would have been an impossibility due to the time on the time stamps on the ticket. I want my $19 refunded. It's about principle now. Indigo park has been incredibly frustrating to deal with. As I've said before, it appears their business strategy is to wear the customer down so they just give up. I entered the garage at 6:39 pm on august 5th. See your ticket below. I went to leave. I inserted the ticket I received when I entered the garage. I then hit the lost ticket button by mistake. You charged me $60. See the receipt below. It says 8:17 pm on august 5. I then reinserted the same ticket that I received when I entered the garage and paid the $19(the amount owed for the time parked). See receipt. It says 8:20 pm on august 5 I never left the garage and re-entered as you claim. The two tickets are 3 minutes apart. How could i have left and re entered in 3 minutes and not gotten a second ticket for my second re entry as you claim. I paid $79 ($60 for the inadvertent lost ticket and $19 for the free to park in your garage). You refunded me $41. You owe me the remaining $19 such dishonesty and horrendous business practices. It appears from the number of complaints on this BBB of Ottawa website that this is business as usual for this company. I would like the full refund that I am owed-the remaining $19

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

  Business Response

  Date: 05/12/2023

  Good morning, Indigo and **************** have settled this matter, refund is being processed.  

  Thank you

  Indigo

  Customer Answer

  Date: 12/12/2023

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

• Initial Complaint

  Date:20/10/2023

  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 September 5, I was not able to park due to the parking being full although payment of $35.60 was already made for Sep 5-8. Immediately I contacted Indigo Park Ottawa but they were unavailable. I sent them an email to request a refund and the proof of parking being unavailable. Finally they agreed to refund but NO refund has been made On September 21, I was given notice that parking won't be available on the shown dates although my parking was effective on Sep *****. (I paid $35.60 on Sep 20,2023.) I contacted Indigo Park Ottawa again to request refund. They said they would process the refund within **** business days but they have not. I waited patiently but nothing happened until October so I followed up again on October 10. They said refund should have been processed but it hasnt and they haven't figured out why and never followed up with me. I also called Indigo Park many times after this request but no one ever picked up. I even tried to call the Headquarter but no answer.It is quite frustrating with their delayed response and lack of actions on their end, I don't feel justified to make payments to Indigo Parking simply because I didn't not receive the service I paid for. Parking was unavailable and I shouldn't be paying for that.

  Business Response

  Date: 20/10/2023

  Good afternoon, our apologies for the delay in getting you your refund, our service team has been asked to contact you immediately for this.

  Thank you

  Indigo

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20759571
  
  I am rejecting this response because:

   

  No one ever followed up with me even after this complaint. Ive been waiting for a call or an email but Obviously they dont want to refund the money although they did not provide service I paid for. They say they apologize but never mean it actually. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 24/10/2023

  Good morning, our service team has confirmed that they have reached out to you about your two refund requests; the first one was denied, the 2nd one (3-day pass) was approved.  We will contact you again to provide status on the one approved.

  Thank you

  Indigo

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20759571
  
  I am rejecting this response because:

  1st refund request was approved initially in my email conversation. It is not fair they change their answer last minute and I did not get service I paid for. Parking was full due to obstructions in the parking spots (which is not my fault) and I already provided the picture of that. It is parkings responsibility to make ************ spots are free of obstructions and unauthorized vehicles. I did my due diligence by paying 3 day pass in advance only to find out there was no more room. If there is no more spots, you should not be charging for full 3 day pass at all.

   

  2nd request that was approved, i found an error in calculation. Refund for 1 day prorated should be *****. (***** divided by 3) Please correct the amount of refund. Thanks,

   

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

  Business Response

  Date: 26/10/2023

  Good afternoon, your 1st refund request was denied because there was parking available onsite, just not the specific space you wanted (we were told garbage bins were in your preferred space), we consider this issue resolved/closed.  As for the 2nd refund, we provided you the difference between the 2-day pass ($25) and the 3-day pass ($35), this issue is also resolved/closed.

  Thank you

  Indigo

  Customer Answer

  Date: 30/10/2023

  
  Complaint: 20759571
  
  I am rejecting this response because:
  Parking was entirely FULL. There was no spot available and garbage truck was taking up two spots. Is it my fault parking was full? I never said the picture with garbage truck was my preferred spot. I was just pointing out there is an obstruction in the parking spots that led to full parking lot. I would have parked anywhere had there been any.  I should not be paying for full parking lot.
  
  Sincerely,
  
  *****************
  
  
  

  Business Response

  Date: 30/10/2023

  Good afternoon, we have discussed your situation with you several times now, we have processed one of your refund requests and denied the other; we appreciate that your position and ours are different, as it relates to the denied amount, however, our decision is final.

  Thank you

  Indigo

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20759571
  
  I am rejecting this response because:
  I refuse my payment for September 5 because you did not provide parking space.(there was 0 spot left) All I asked for a partial refund. Very disappointed with your decision. 
  
  
  *****************