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:07/02/2023

  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.

  To whom it may concern,
  
  I am a senior citizen who didn't have Christmas with her family for a few years due to Covid. I went to pickup my daughter and her family who were coming from England with two babies, a 4 month old and 2 year old. The plane had landed and they were collecting their luggage. I went around several times and even stopped by the side of the road to speak on the phone with them as their luggage hadn't come and was anxious since the two-year old had a melt down on the floor of the airport. I eventually decided to go and park and paid about $20. to park as it took so long to finally get their luggage.
  Needless to say, I was sent a trespass notice of $85.00, with it going up to $107.50 if not paid by January 17/23. I received the notice from INDIGO PARK on January 7. I called to complain as I may have stopped for less than 5 minutes so I wasn't using my cell phone on the road and at the side of the road.
  I sent them a letter describing the ordeal of picking up my family and also parking and only stopping by the side of the road for a matter of minutes. I was told in an email that they would reduce the fine to $63. and I should check back after 5 business days. I have checked back several times in the last few weeks and it is already up to $107.50. I emailed again, and was told to check back regularly. I find this a steep fine for trying to obey the law and trying to collect my family, which took over 2 hours from the time they landed. To be slapped with such a steep fine seems heartless. I'd like some grace for the whole fine. Thank you,
  ******* *******

  Business Response

  Date: 08/02/2023

  Hello,

  After reviewing your case. As a courtesy, we have decided to waive the violation. No further action is required by the customer.

  Thank you.

• Initial Complaint

  Date:06/02/2023

  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.

  Hello, I received a trespass notification # ******* from Indigo park dated 01/26/2023 for prohibited parking at the ******* ******* Airport dated 1/11/2023 at 05:28 PM, asking me to pay $85 due before 03/09/2023 or $107.60 after the due date. The online notice of claim states that "certify having personally observed the facts stated in this notice and placed a copy on the vehicle or given the copy to the person responsible for the vehicle". This is absolutely incorrect. No one came to warn that I parked in a prohibited zone. The picture in the infraction does not indicate prohibited zone. The photo provided as proof does not show anything , not even the license plate. The photo shows bright lights of the tail lights. You cannot even see the make of the car. The photo is very blurry. The license plate is inserted below the main photo. This is not a valid proof. This is completely unreasonable as I did not park illegally. I do have proof with messages that show that the person picking me up was pulling up to the column D at the exact time the infraction was issued and had to break to let other cars depart to avoid any unsafe situation, it also shows that there was so much traffic that the driver did another loop to avoid impeeding traffic . This is unacceptable to issue trespass notice to drivers that had to stop and let regular traffic depart to ensure that nobody bumps into each other.

  Business Response

  Date: 21/02/2023

  Hello,

  The image is of a text exchange. Please attach a picture of the violation and the images of your vehicle. You can also dispute the violation by calling or emailing our call center. The information is located on the violation.

  Thank you.

  Business Response

  Date: 24/02/2023

  Hello,

  Due to the poor quality of the photo, we have decided to waive the violation. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 27/02/2023

  
  
  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:30/01/2023

  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.

  I just received a ticket in the mail from Indigo Park. It was dated Aug 23,2022 for $85. If I didn't pay it by Sept 9, 2022 the price went up to $107.60. First of all, how am I supposed to pay a ticket by a due date that I received well after the date? Second, I pulled over in an area (with no posted signs that said you couldn't park there), long enough to send a text to the people | was picking up that I was there, and where was I to meet them. The ticket I received in the mail threatened to send it to 3rd party collections if I didn't send in the money right away. I have been unable to reach the company. My notice is #*******.

  Business Response

  Date: 03/02/2023

  The roadways leading into the airport are aggressively signed with "No Stopping" and "No Parking" for safety reasons. In the future, please proceed to the Cell Phone Lot. You can park and coordinate with family member at no charge. We will waive this violation and no further action required by the customer.

  Thank you.

• Initial Complaint

  Date:26/01/2023

  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.

  As per the Notice of Trespassing #*******, I have been accused of trespassing on December 14th, 2022, at 10:02pm, which is $85 penalty or $107.60 if paid after due date, January 12, 2023 for being parked or stopped in a prohibited manner along the roadway leading to and from ******* *******. This Notice is inaccurate and inadequately accusing me of using the area for its intended and legal purpose. As this was in the designated pickup area, as appropriate, I was picking up a guest who was already at the airport in the pickup area over 30 minutes before my arrival. I simply went to pick them up quickly and made my way. The picture in the ticket in support of this as it was taken when I was pulling up to the pickup stop, as it is shown, the brake lights are on as I am slowing down to pull into the pickup lane to pick up my guest who is waiting for me to stop.
  The notice is dated January 7th, I received this Notice on January 21st. On Monday, January 23rd I called to complain about the notice to the representative from Indigo and was told to contact them via email and to file my complaint for review. I emailed the same day and provided explanation, however I did not receive any email confirmation of receipt from Indigo or call back . I called Indigo today, January 25th and was asked to leave my phone number, notice #, first name and last name and that I will receive a call back and nothing has happened since.
  I feel this is unjust and I appreciate any kind of help I kindly ask you to refer to other resources and evidence at your disposal to confirm that this ticket was wrongly issued, and with this, I kindly request that this ticket be rescinded.

  Business Response

  Date: 06/02/2023

  Hello,

  After reviewing the pictures, we confirmed the vehicle was captured in the pick up area of the terminal and have decided to void the violation. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 06/02/2023

  
  
  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:25/01/2023

  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.

  I recently received a trespass notification at the airport on Jan 4th while dropping my friend at the airport. I was not there for more than 3 minutes to offload my bad and I am totally shocked I received this ticket. I called and the lady stated to look at the picture without assistance in helping me find it. After I located the picture myself, i saw that it is only a picture of my plate number. When I dropped of my friend i made sure I was not trespassing, I called to ask the lady to help remove the charge, but she mentioned I had to pay it and she had other calls o get to. She later hung up. I am not only surprised by this sudden ticket, it is the bad customer service the lady on the phone displayed. Please I will like to request this ticket to be waived, I do not have $85 to pay and not even $107.60, as I do not even have a job at the moment. I am sure I did not trespass or park illegally, infact there were 2 others in the car to prove that we simply just dropped a friend off without trespassing or parking in the wrong spot. Please waive the fee, as it is incorrect. Thank you.

  Business Response

  Date: 13/02/2023

  Hello,

  We have reviewed the photo and due to the poor quality, we have decided to void the violation. No further action is required by the customer.

  Thank you.

• 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.

  Hello,
  
  I received trespass notification # ******* from Indigo park dated 01/19/2023 for prohibited parking in the location of ******* * ****** ** ******* **** Airport on 01/06/2023 at 02:56 PM. I am required to pay $85 before 02/04/2023 or $107.60 after that date.
  
  The photos offered as proof are not conclusive:
  - one photo shows half the license plate and no surrounding area to determine where it was taken ;
  - all the other photos are dark even though they are purported to have been taken around 3pm.
  
  The photos could have been taken anywhere so the fine is unjustified.
  
  I would like to request your assistance in having both the notice and fine withdrawn.
  I look forward to receiving your reply, thank you.

  Business Response

  Date: 06/02/2023

  Hello,

  Can you please provide a copy of the photos taken, so we may better assist you.

  Thank you.

  Business Response

  Date: 07/02/2023

  Hello,

  After reviewing the photo, we agree the pictures are inconclusive and we have decided to void the violation. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 16/02/2023

  
  
  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: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.

  Good evening. On January 4th 2023, I went to pick up my son arriving from Vancouver at the ******* ******* Airport. My son called me and my blue tooth was not working so I decided to stop to answer it so I knew where to get him. The sign said cell park, there is no parking sign or stopping sign that is posted, so I answered the phone then I left. I received a trespass notice number ******* from Indigo Park for the amount of 85.00 Canadian dollars and. If I do not pay it will increase to the amount of 107.60 Also telling me to pay via on line, and threatening me ,that if I do not pay voluntarily may result information laid against me under Part III of the provincial offences Act I did not intentionally trespass nor park there for few minutes just to answer my phone. Also the picture taken of my license plate does not even show my plate clearly at all, it’s just a bright rectangle, which is inconclusive. I was literally only parked for a couple of minutes to answer my phone.

  Business Response

  Date: 06/02/2023

  Hello,

  We have reviewed your case and agree the photo is inconclusive. We have decided to void the violation and no further action is required by the customer.

  Thank you,

  Customer Answer

  Date: 06/02/2023

  
  
  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: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.

  Hello, I received a trespass notification # ******* from Indigo park dated 01/19/2023 for prohibited parking in the location of Terminal 1 Lower Level at *** ******* Airport dated 01/06/2023 at 10:06 AM, requiring me to pay $85 due before 02/04/2023 or $107.60 after the due date. I have never had any incident at the airport at the time stated and was at a loss for why I was receiving this notice. I immediately called the phone number listed (1-************), to try and understand why my vehicle was cited. The representative directed me to the online portal while sharing some very confusing reasoning surrounding the incident. The portal contained photos, which highlight no indication that my vehicle is stopped or parked or idle. No signage or road warnings/stripes are included which would point to any violation, other than driving alongside the curb. I would not have stopped or parked in a prohibited zone. The photos do not conclusively indicate that any offence is being committed. My brake lights are on, however, there are many instances where brake lights light, including when a vehicle is slowing or driving slowly. I did not ever stop in a no-stopping/parking zone. I also did not have any communication or incident whatsoever with a parking representative. It's absurd to me that anyone can take a random photo of a car and claim whatever violation they deem appropriate, without any proof or evidence of an infraction. When I asked how to dispute this matter, there was no solution provided, except "speak to my supervisor". What seems more likely, to me, is that a very biased quota is needing to be met by Indigo Park, or that Indego Park receives a commission for every claim paid to them. I can only imagine how many people do not take the time to review the photos or the issue in question and subsequently how much money Indigo Park collects unlawfully. Thank you.

  Business Response

  Date: 30/01/2023

  Hello,

  Your vehicle was captured stopped in a zone not permitted. The roadways and location you were in a aggressively signed for safety reasons. The pictures captured of your vehicle highlight that you were stopped with break lights on. We are happy to reduce this violation to $50. Please confirm you are agreeable and if so, please contact the call center to make a payment. The reduced violation fee will be noted on the file in 24 hours.

  Thank you.

  Business Response

  Date: 06/02/2023

  Hello,

  We have reviewed the photo's and determined they are inconclusive. We have decided to void the violation, no further action required by the customer.

  Thank you.

  Customer Answer

  Date: 10/02/2023

  
  
  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:24/01/2023

  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.

  Good Morning. On January 06 2023, I went to pick up my friend and his family at ******* Airport arriving with young children after horrendous delays and flight cancellations they finally arrived. I received a lot of messages along the way to the airport, so decided to pull over to the side of the road behind some parked cars to check if everything is okay with my friend. That is when I saw the prohibited sign, foot still on my brakes..waited for cars to pass then continue driving to cell phone lots.
  
  I received a trespass notice #******* on Jan 19 2023, infraction Jan 06 2023, time 04:19PM. Amount of $85 and it'll be $107.60 if not paid by Feb 04 2023. I personally do not think this is fair, as there was cars parked and did not see prohibited sign till I pulled to the side.. my foot didn't even left the brake and I turn back out and continue to cellphone lots when the cars passed.
  
  Please help.

  Business Response

  Date: 25/01/2023

  Hello,

  Please contact our call center at 1-************ or via email at ****@*************.com, Monday to Friday between 8:30 am and 5:00 pm. Our call center will listen to you request and has the ability to void or reduce the violation fee depending on the circumstances.

  Thank you.

  Customer Answer

  Date: 07/02/2023

  
  I did not get any messages prior to receiving this.
  
  Attempted to call the number provided to contact indigo to discuss about the ticket, but it's a **** number (please try calling yourself to verify), it tries to collect information and does not seem it's a number to contact the company.

  Business Response

  Date: 07/02/2023

  Hello,

  Your claim is inaccurate, the telephone number and email address are valid and not ****. Your vehicle was clearly captured along the highway stopped on the shoulder and this cannot be disputed by the photo's provided. Please contact the email or telephone number to make a payment. We agree to lower the violation cost to the original fee of $85 and not the $107.00.

  Thank you.

• Initial Complaint

  Date:23/01/2023

  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.

  Good morning. On December 22 ,2022 , I went to pick up my brother from ******* Airport. When I was about to reach the Airport my brother called me to inform that his bag has not yet arrived, but my phone was not connected to Car so I stopped in that spot to answer the phone. After answering the phone I thought to wait for my brother there as so many cars were parked/waiting there but then I saw the no parking and no waiting board there and also the sign of Cameras. So I immediately left but I believe the photo was already clicked by that time. I was in the lane for almost 1 minute.
  Today I received a trespass notice dated January 7, 2023, number ******* from Indigo Park for 85.00 Canadian dollars and. If I do not pay it will increase to the amount of 107.60(due date passed even before I received the notice). I did not intentionally trespass nor park there. I just stopped there for a minute to answer my phone and after that I went to a nearby *** ****** to wait for my brother call to pick him up. I am in between jobs right now and 107.60 Dollars is a big money for me. I really hope if the charge/fine could be removed and it can release my liability. Thank you for your attention and your help is highly appreciated. Please help. Thank you.

  Business Response

  Date: 25/01/2023

  Hello,

  You can contact our call center Monday to Friday from 8:30 am to 5:00 pm at 1-************ or via email at ****@*************.com. Please note that you can dispute the violation or negotiate a lower payment depending on the circumstances.

  Thank you.