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:07/10/2023

  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.

  Hello, I received a parking infraction notice E0105207 from Indigo Park Canada Inc. for **************** on 23/9/2023, 8:43 PM. I wrote an email to the Ottawa Police ******************** and to Indigo to contest the parking infraction due to ignorance and confusion of the Indigo Parking procedures.I have never used Indigo Parking before and could not find the ticket box to get a stub and pay. Also, the elevator in the the parking lot did not work and had a 'out of use' sign. When we came to leave the parking lot we again searched where to pay and could not find any instructions or ticket booth. To my surprise the garage door opened and we could leave. I thought because of the 'out of use' sign, perhaps the ticket booth was also broken.I am more than happy to pay the due parking fee, but not the 75$ ticket since Indigo Parking instructions are confusing and not made clear to their customers.Thank you.

  Business Response

  Date: 08/10/2023

  Good morning, while we understand that receiving a city infraction is not what anyone wants, the issuance of same was valid.  There is signage onsite indicating this is a digital only lot and payment is by Indigo app; failure to pay while parked at this or any other Indigo site is grounds for a city infraction.

  Thank you

  Indigo

• Initial Complaint

  Date:11/08/2023

  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 went on holidays from July 02/23 to July 24/23 was three weeks in total. At 200 tremblaÿ rd at via rail station in parking # 3. When I call them for a monthly pass they said you can do that at the kiosk at the station. And so when I got back I tried to pay for a monthly pass it would not let me do it the total amount I had to pay was $ 440.00 dollars and a monthly pass is only $ 145.00 for the month and so I would like a refund. I could not talk to anybody never got a call or any help. My parking ticket number is **********. And also when I went to pay the monthly pass sign was covered and so I could not follow the instructions

  Business Response

  Date: 11/08/2023

  Good morning, our monthly passes at *** **** currently have a minimum term of 3 months, application process must be handled by our Ottawa office.

  Thank you

  Indigo

• Initial Complaint

  Date:02/08/2023

  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 was heading to the office at 395 terminal for work and had to pay for parking, they parking meters do not take cash, credit cards etc, you have to use their app. their app was not working so i called and as usual can never reach anyone to tell them that their machine and app was not working so i left a note in the car with the details and my phone number and took pictures and emailed them to Indigo. 48 hours to receive anything from them. i got a ticket once i left the office, i resent the email asking them to contact me asap as it was not my error that i was not able to pay for parking there as their app was down and not working. no one contacted me and i got a 75$ ticket. i immediately called them again, no answer, sent another email, nothing since. again sent it to them last week and still nothing. this is terrible i should not get a ticket from them on top of my note becuase their app was not working. you will see all the emails and details in the attached and i still have not heard anything from them. i was this ticket reversed as i refuse to pay it it is up to them to have a way for us to contact them. the second day i went to park there it was still not working so i had to park far and walk the second day. i was this ticket reversed and a call back from them .
  this happened on July 13, 2023 and i have tried to reach them since numerous times

  Business Response

  Date: 02/08/2023

  Good afternoon, we actually show many successful, paid transactions thru our mobile app on this date, at this specific location.  Parking onsite without paying is grounds for receiving a City infraction.  Please contact us by email ************************************* ** ** ***** ** ************ to discuss further.

  Thank you

  Indigo

  Customer Answer

  Date: 02/08/2023

   
  
  Complaint: 20411302
  
  
  
  I am rejecting this response because:
  
  I have shown proof that app doesn’t work and other co workers had the same issues I have left numerous messages and emails I do not accept this I have attached prof that the app was not working and where my note was left as well as proof of emails sent and numerous voice mails. I will not contact you as I have been trying since early July. I want this ticket reimbursed I work at this located and have sent all proof necessary I find it insulting that you would reply to this but I have yet to receive an email or call still from the minute I could t pay for the parking due to your technical issues 
  
  Sincerely,
  
  ****** *******
  

  Business Response

  Date: 03/08/2023

  Good morning, our Ottawa Office Manager will contact you to discuss this further.

  Thank you

  Indigo

• Initial Complaint

  Date:28/06/2023

  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.

  YOUR PURCHASE MADE ON: WED, JUNE 21, 2023 16:59
  TRANSACTION #: *********
  PAYMENT: $32.17
  Time Rate Amount
  
  Jun 21, 2023 17:00 - Jun 21, 2023 17:59 Day $16.50
  
  Jun 21, 2023 18:00 - Jun 21, 2023 18:54 Evening $15.00
  
  
  
  Additional Items Amount
  Convenience Fee $0.35
  Transaction Fee $0.32
  
  HST Inclusive @ 13.000% $3.70
  
  For parking from 17.59 to 18.54, why $32 was taken; this is too much for 2 hour parking; please refund the difference.

  Business Response

  Date: 28/06/2023

  Good afternoon, you purchased time from 17:00 to 18:54, which included both our daytime rate (from 6am to 6pm) of $16.50 and our evening rate (6pm to 6am) of $15.00, plus taxes and app fee.  Always a challenge when customers purchase time on the cusp of both time periods, had you arrive after 6pm, you of course would have been charged considerably less.  Hope this explanation helps.

  Thank you

  Indigo

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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 am writing to express my deep dissatisfaction with the experience I had at the Indigo Market Garage. As a long-time user of the Ottawa Byward parking garage, I was optimistic about trying out Indigo services.
  
  I believe charging $60 for a simple lost ticket is exploitative, particularly when it severely burdens the finances of a young family. The customer service had no recourse to provide compassion. My ticket is lost due to taking care of a 6 month old and 3 year old, and the building where I dropped it was closed by the time I realized it was missing. The max daily rate is $20, which is why $60 feels like an exploitive practice. I’m left questioning Indigo’s ethics, customer service and greed through this experience. Expensive business transactions are fine, but exploitation is not.

  Business Response

  Date: 09/06/2023

  Good morning, while we agree the $60 fee could be considered high for some, it is by no means "exploitation" as you suggest.  It's main purpose is to deal with those who would try to abuse the system, and park onsite for an extended period and claim they lost their original ticket to have fees reduced; we are not here to judge why someone lost their ticket, nor can we get involved into the specifics of each lost ticket situation, the fee is simply applied to all, equally, who cannot produce their original ticket.

  Thank you

  Indigo

• Initial Complaint

  Date:10/05/2023

  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.

  WHERE: Indigo parking lot near to Canada Aviation and Space Museum
  TIME: morning, may 8th
  ISSUE: was doubled charged: the dayly parking cost $8 but the machine charged me $16 (so I would like to refund extra $8 charged by machine for nothing)
  
  museum staf unable to solve my issue, so they gave me a phone number to call to the indigo parking company directly, customer service has no speak with an agent option, only leave a message and we will call you back within 48 hours.
  I did it.
  later that day, I filled out the form on their site as well, received a confirmation email that hey will contact me within the next 48 hours (reference 213025)
  
  the time ran out, but nobody reach to me neither by email nor by phone number

  Business Response

  Date: 11/05/2023

  Good morning, 

  All our refunds must go through our service desk by emailing us at ***********************************. When sending your email ensure that you attach the proof of payment you made so we can investigate what the issue was. This will also ensure there is no delays. 

   

  Thank you,

  Indigo

  Customer Answer

  Date: 19/05/2023

  Complaint: 20041930
  
  
  
  I followed the instructions provided by the Indigo parking business here and sent an email the next day I got these steps.
  
  Anyway, they have requested additional information and just now (more than a week after I uploaded all info they asked me) they replied asking me to continue waiting 10-15 business days while they are deciding 
  
  that is why I do not want to close the claim here as I still have no response/final results.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 23/05/2023

  Good afternoon, our apologies for the delayed response, our service team will be in contact with you shortly, to resolve this issue.

  Thank you

  Indigo

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: 20041930
  
  
  
  Still waiting. The business confirmed that they will issue the refund (9 days ago) and I am still waiting for the bank draft (as I know inside Canada mail delivery is up to 1-3 days within the province)  but I haven't received it yet.
  
  So hope the issue will be solved quite soon
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 05/06/2023

  Good morning, our service team will be in touch with you shortly.

  Thank you

  Indigo

• Initial Complaint

  Date:09/05/2023

  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.

  My car was smashed by falling ice in your MacLaren st parking lot in February 2022. I emailed Indigo with my rental car license plates and still received a ticket. The rental car I was driving was from ********** ****** and the license plate was **** ***. I have called and emailed several times to have this ticket rescinded and no one is helping me. I work for ******** ****** ***** who pays the monthly fee for my parking. CAN some one please help me fix this matter.
  It is now almost a year and a half later and I am still trying to have this fixed. I have a credit collector after me which is affecting my credit. I have asked several times to have this issue fixed.

  Business Response

  Date: 10/05/2023

  Good morning, 

  I do believe there is some miscommunication that has happened in this case. There was many emails going back and forth on this ticket that was issued to your rental car. I do suggest that you speak with the rental company, as we have confirmation that the city has cancelled the infraction on March 8, 2022. 

  thank you 

• Initial Complaint

  Date:18/04/2023

  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 April 6, 2023. I parked at 328 laurier Indigo Park. Parking fee is listed at 23$ at the entrance (see picture). I was forced to use an app to pay as there is no paying facility at location. I was charged 23.58$ (see attached email).
  
  Price listed at entrance should reflect price to pay by client. This is a disingenuous business practice, and would be false advertisement in my view.

  Business Response

  Date: 19/04/2023

  Good morning, our signage reports accurate rates, when using our mobile app to pay there are fees associated with same and fees are clearly explained in app (customers have the ability to verify all fees to be charged "before" confirming their purchase - click on "price breakdown" just above the total price).  

  Thank you

  Indigo

• Initial Complaint

  Date:27/03/2023

  Type:Product 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.

  Parked on a parking lot OT211 at Cartier and Cooper in Ottawa on Sunday evening March the 19th just after 9pm. Attempted to pay for parking, and their website was down. On Monday, once I had completed my work day I wrote their customer service an email which was sent at 2:13pm. In it, I outlined the issue I had, in which I included the screen shot of their website error message, and a photo of the license plates of both of my parked vehicles, as well as the date and time that I would be parked at their lot until, and included my cell phone number if they needed to speak with me. I received a form response telling me someone would get back to me within 48 business hours. I continued to get parking tickets from Ottawa bylaw, but thought this would not be an issue as it was obvious that the company's ONLY advertised web payment portal wasn't working. I am unable to affect their website working or not, and as such should not be held liable for bylaw infractions that are well outside of my control. I parked there, fully expecting the company to bill me, which is why I left them my contact information, and photos of license plates, and arrival and expected departure times etc. The expectation is clear: Post that people are not allowed to park in those lots if Indigo's computer systems are down.
  Running a successful business myself for almost 20 years I can speak from personal experience that in the event of POS equipment not working, it is very normal to bill customers for their product or service. Accepting many one-off payment types to cover for unforseen events such as web portal failure, or POS failure, or loss of hydro.
  
  The CSR person further exasperated the situation implying "If for whatever reason you are unable to pay"... this is beyond the pale. I am perfectly capable and able AND willing to pay. Their system isn't working. Now I am stuck with $525 worth of parking tickets that should simply not exist.

  Business Response

  Date: 27/03/2023

  Good afternoon, our service team will be in touch regarding your service complaint (mobile app issues/parking infractions).

  Thank you

  Indigo

  Customer Answer

  Date: 27/03/2023

  
  
  Complaint: 19856358
  
  
  
  I am rejecting this response because: It is not a response to the problem. My complaint remains. They did not want to accept responsibility for their website pay portal being down. I took many good faith steps to pay, trying repeatedly to access their website. I encountered the same error over and over again. The person who talked with me today said he was able to pay when he tried the website, and I don't doubt it. But that is not relevant to the fact that I could not when I tried. I included a screen shot of the problem, and their response to me was that the tickets stand, and I submit that I never should have been given tickets. Their software wasn't working. 

  I do not understand why they are so reticent to get paid, and so eager to have me pay a much larger fee to bylaw. This is a terrible business model. Treat your customers poorly, and make the government rich in the process. Very bizzare.

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

• Initial Complaint

  Date:23/02/2023

  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 parked only half an hour at 267 O'Connor Ottawa yesterday (Wednesday Feb 22, receipt no: 8763), but the Indigo machine charged me $33 for 2 or 3 days until Friday Feb 25, 2023 after I touched the buttons without response.
  I wonder how I can get the rest of my money back, and thank you very much for your help.

  Business Response

  Date: 24/02/2023

  Good morning, please contact our service team at *********************************** so we can help you with this request.  Please include all details of your purchase to help us with this request.

  Thank you

  Indigo

  Customer Answer

  Date: 01/03/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19457487, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  *** *****