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:25/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I parked at 41 George Street Ottawa ( ticket **********) on Jan.21/23 for two hours. I had trouble understanding how to use the ticket pay machine and had to try three times before I got confirmation that the transaction was completed. When I got to the gate the ticket would not open the gate so I scanned it again and payed again with my credit card.
  My credit card statement indicates NOCOT 208 $ 19.00 gate charge
  NOCOT 280 $ 60.00 Pay booth machine (three tries)
  Pleas delete the charge $60.00 for the booth transaction since all transactions are for the same ticket.

  Business Response

  Date: 26/01/2023

  Good morning, please contact our service team at *********************************** to have this refund issue dealt with.  As long as you can show proof of both payments, there will not be an issue getting this resolved quickly.

  Thank you

  Indigo

  Customer Answer

  Date: 26/01/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18894057, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:05/01/2023

  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.

  Last night I was parked at 265 Laurier Indigo at 19:17 and stayed until 20:48. When I was done with my errands I went back to pay but the amount turned to $22. I was puzzled for that amount but decided to just head back to my vehicle. When I inserted my ticket at the exit, it wouldn’t let me leave. After I realized the ticket I inserted was from a previous place I went to so I found the correct ticket and paid again but with the correct amount of $5.00.
  
  My credit card statement came and they did charge me twice under Vinci park services.
  
  Basically I inserted the wrong ticket but got charged nonetheless and they said $11 administrative fee will apply plus a chance I might not get a refund.
  
  Terrible company and I will never park at indigo again.

  Business Response

  Date: 06/01/2023

  Good morning, it is our policy to first review your refund request, and if approved, in cases of user error (you used the incorrect ticket), we must charge you our admin/cancellation fee to process the refund (cost recovery for time spent doing same).  For an update on your refund request, please contact our Ottawa service team at ***********************************.

   

  Thank you

  Indigo

  Customer Answer

  Date: 06/01/2023

   
  
  Complaint: 18691554
  
  
  
  I am rejecting this response because: adding the administrative fee to cover the time spent to remedy this is ridiculous.
  
  
  
  Sincerely,
  
  ******* ****
  

• Initial Complaint

  Date:13/12/2022

  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.

  At 1:05 pm on December 13th I drove into the Indigo parking garage at 222 Queen Street in Ottawa to park my car. There was no sign warning people that the lot was full. There were lots of other cars looking for a spot as well. I then had to wait In a long line of cars to exit the garage. When I finally got to the ticket booth, I pressed the button to speak with an attendant. I explained to her that the lot was full. She insisted that I pay the $4 dollars and would not let me through for free. She was extremely rude.
  
  I have since called **** to complain and will be writing a bad review on ******
  
  I will also never ever ever park in Indigo's parking garage again, even though I work across the street at 235 Queen.
  
  Not only did I waste four dollars, but I wasted nearly a half hour of my time and was late for a work meeting.
  
  I think Indigo should:
  1. Reimburse me the $4.
  2. Put a warning sign at the entrance when the parking lot is full.
  
  ** **** ** ******* 

  Business Response

  Date: 14/12/2022

  Good morning, we are sorry to hear you had such a bad experience while exiting 222 Queen garage.  Our Operations team will contact you shortly for additional information, so we can share this with our call centre team (not acceptable for our operators to be anything but courteous and professional).  This said, our operators cannot open the gate simply because someone does not wish to pay; delays at exit can happen if a customer is having issues in front of you, this is not something we can control unfortunately (site is fully automated currently).

  Thank you
  

  Indigo

• 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.

  I parked in lot 190 in calgary on sep 27. There were 5 people huddled around a bicycle and they were doing drugs there early in the morning. I was alone and there was no one around. I literally ran from my car to avoid them. I was pretty shaken and when I got to my office, I paid the daily parking fee. When I got off work, and there was another sketchy person there now sorting through the garbage and clearly on a lot of drugs, I saw I had a ticket. I called the number and was told I was in violation and had to pay. Where is the company responsibility for making the lot safe to park in? Zero empathy and zero responsibility. Then I was told I could have used the machine - well that was right next to these sketchy people, so no. Then I was told I should have called them right away to report it - ok, and I should wait on hold for 20 min, which is how long I was hold when I called about the ticket, to report something rather than running from my car. Overall, a very poor customer experience. Take responsibility for safety for your lot and don’t put people in this position in the first place. I will never park with indigo again

  Business Response

  Date: 28/09/2022

  Good morning, sorry to hear about your experience at this parking location in Calgary, you have actually connected with the *** for Ottawa.  We have shared your concerns with our colleagues in Calgary office, and someone will be in touch with you shortly.

   

  Thank you

   

  Indigo Ottawa

• Initial Complaint

  Date:19/09/2022

  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 received a notice of claim in the mail. Advising me that my car was illegally parked on the ramp at the Toronto Pearson Airport. I logged onto the indigo website to see the photo of my car and non was available so I called to request a photo they agent told me she would email me a copy of the photo, it took 3 phone calls to get this information. Upon reviewing the photo, the photo clearly shows my car in an active lane and no signs of infraction. I called to object to the ticket which was denied by upper management. I had to repeatedly call as the agents never returned my messages. Poor customer service and really acting on no real proof besides a photo that one of their cars took.

  Business Response

  Date: 21/09/2022

  Good afternoon, your issue is best discussed with our Toronto team (this is Indigo Ottawa office), please contact them at 1-416-506-1000, and they will be more than happy to discuss your situation.

   

  Thank you

   

  Indigo Ottawa

   

   

  Customer Answer

  Date: 22/09/2022

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

• Initial Complaint

  Date:01/08/2022

  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.

  On June 27, I park my car in the Indigo Indoor Parking lot on George St., opposite the ****** *** store. Upon exiting some 45 minutes later, I could not find my ticket. I called Indigo and they told me I have to buy a new ticket to exit the lot. When I realized the ticket cost $60 which is 4 times the cost of their daily maximum ($15), i called back and complained. I was told to buy the ticket as this is the only to exit the lost and contest the ticket. I was also provided a phone number to call. The ticket never printed and I had to call Indigo a third time. An attendant arrived a few minutes later and opened the gate for me. Since then I have exchanged numerous phone calls and emails with customer service. I was told that a cheque for.$43 will be sent to my address. It never arrived and they keep telling me "it should be on its way"

  Business Response

  Date: 06/08/2022

  Good morning, I believe our service team has responded and advised you that while a refund payment had been prepared, our accounting team had the incorrect mailing address.  This has been corrected, you should receive payment soon.

  Thank you

  Indigo

  Customer Answer

  Date: 08/08/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me since I finally received today a cheque for $48.  Thank you very much for your help.
  
  
  
  Sincerely,
  
  ***** *****