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: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.

  I saw some cars and pulled over and pulled over behind one to call my sister who went inside to recoop our suitcases that were not offloaded the night before when we arrived in Toronto. I was not waiting to pick up anyone. I pulled over and less than 40 second later, the parking enforcement blew me and told me to move my car, which I did right away. I drove over to the *****'s to wait for her. Either way, I moved immediately upon the request of parking enforcement. Then I got a notice that I have a fine of $85. I didn't understand where or when I got this ticket. I called customer service and she said that there was 2 tickets, within minutes of each other. I only got one notification in the mail and I told her what happened. She said that she will request that one ticket be canceled but I'd have to pay the other. I said that is not fair because I moved immediately and my car was not parked as I stopped the parking enforcement told me to move, nor were there any signs at the spot that I stopped. I don't find this fair that they told me to move and I did and then they still gave me two tickets. My parking infraction is #******* (the one I received in the mail) and the second one that wasn't mailed to me is #*******. Please remove these tickets, this wasn't fair.

  Business Response

  Date: 24/01/2023

  Hello,

  Your vehicle was captured stopped along the highway entering the airport. This is prohibited and the are is signed very aggressively for safety reasons. The second infraction will be voided, but we kindly request you discuss the dispute options with our call center. We are also willing to reduce the fine to $60, along with voiding the other infraction. It is clear that the vehicle was stopped illegally, but we want to provide you with a reduced payment option. 

  Please confirm your acceptance of the terms.

  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.

  Hello, I received a trespass notification # ******* from Indigo park dated 01/07/2023 for prohibited parking in the location of ******* * ****** * ******* Airport dated 12/21/2023 at 09:59 AM, asked me to pay $85 due before 01/19/2023 or $107.60 after the due date. This is incorrect and the photos provided as proof doesn't show anything conclusive, in addition to that the rear brake light is on. I don't understand how anyone can go around and take random photos of cars and claim they were not parked correctly. This is completely unreasonable as I did not park OR stop incorrectly. Regards, *******

  Business Response

  Date: 24/01/2023

  Hello,

  Please provide a copy of the violation and any pictures provided to you so we may better assist you.

  Thank you.

  Customer Answer

  Date: 26/01/2023

  
  
  Complaint: ********
  
  
  I have attached the letter I received and the pictures are on your website. One picture shows my break lights being lit. the other picture is just dark. I drive for rideshare so I was at the airport just to drop/pick a customer. I have never parked there or stopped for more than a minute.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 30/01/2023

  Hello,

   

  The violation is attached but no picture, please provide. The roadways leading into the airport and terminals are aggressively signed with "No Parking" or "No Stopping" signs for safety purposes. Your vehicle was found stopped or parked in one of these zones, which is why you were issued a violation. Please forward the picture for review.

  Thank you.

  Customer Answer

  Date: 07/02/2023

  
  
  Complaint: ********
  
  
  
  I do not know why you are asking me for pictures, they are on your site. I have downloaded the pictures from your site and attached here. Picture shows my break lights to be on, which means I wasn't parked (it doesn't show the area to be no parking or no standing) picture 2 is just a darkened picture of my car without showing anything else (the surroundings or the area where it was clicked). Please cancel this ticket.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 13/02/2023

  Hello,

  After reviewing your vehicle location, we determined that this violation was issued in error. This will be voided and no further action is required by the customer.

  Thank you.

• Initial Complaint

  Date:23/01/2023

  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 01/07/2023 for prohibited parking in the location of Toronto - ****** ** ******* ************* Airport dated 12/16/2022 at 02:04 PM, asked me to pay $85 due before 01/14/2023 or $107.60 after the due date. This is incorrect, the photos provided as proof only show the rear of the car. Anyone can go around and take random photos of cars and claim they were not parked correctly. This is completely unreasonable as I did not park incorrectly. Regards,

  Business Response

  Date: 24/01/2023

  Hello,

  Your vehicle was captured stopped along the roadway entering the airport which is prohibited and signed aggressively for safety purposes. The violation amount can be disputed or negotiated through our call center. Please continue to work with the call center for resolution.

  Thank you.

  Customer Answer

  Date: 24/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I was driving my child to the airport to
  pick up my husband on December 16, 2022, and on the way my child became unwell
  and I had to stop to deal with them and leave as soon as my child were relieved.
  2. I chose my parking spot very carefully and made sure that there were no any
  no-parking signs, warning signs or private property signs displayed before I
  stopped.
  3. if you think I parked in a prohibited area, it was unintentional on my part
  and I did my best to comply with airport policy, so I think the fine is unfair.

  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 30/01/2023

  Hello,

  Considering the new information, we are willing to reduce the violation to $50. Please confirm you are agreeable to the new amount and we will update your file in 24 hours. You can make payment for the reduce fee as instructed on the violation.

  Thank you.

  Customer Answer

  Date: 02/02/2023

  
  
  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:20/01/2023

  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 for literally 10 to 15 seconds, near ** of ******* Airport since I saw a line of other cars parked in the same area, just to check my text message from a friend I was picking up from the airport. Within seconds I realized I shouldn't park there and I was already pulling out (see turn indicator in photo) and started moving when someone apparently photographed my licence plate. Am working short contract jobs after being unemployed for an extended period of time, and I called IndigoPark earlier today - an agent called me back and when I told that it was an honest mistake and I am learning from it and am finding it financially difficult to pay the hefty fine ($85/$107.6 depending if paid on 23 Jan or later), she said she can request it to be brought down to $62 to $65. I asked why the range (with a $4 ambiguity) and she had no satisfactory answer - I mean, what does this favor/consideration of $62 (versus $65) depend on? ** ** ****** ** *** **** * **** ** ** **** *** ********* ** *** ** ** ********* ** ********* **************? I asked if it could be reduced further - I don't mind paying $40 or so, as that's what I can afford, and she said that such a request would in all likeliness be rejected. Please may I request BBB and/or Indigo Park to reconsider my request for a lower fine? Thanks!

  Business Response

  Date: 24/01/2023

  Hello,

  We have reviewed the circumstances and accept the $40 fee. We will contact our call center and have the fine reduced to $40. Please make a $40 payment in reference to the violation issued and no further action is required on your part.

  Thank you.

  Customer Answer

  Date: 24/01/2023

  
  
  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. Wnat I am a bit unsure about, is whether I should wait to hear from the business, or pay the $40 right away via their payment website. Thanks!
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 24/01/2023

  Hello,

  Wait 48 hours and contact the call center. They have been advised to reduce the amount to $40 and can be confirmed when you call in.

  Thank you.

  Customer Answer

  Date: 30/01/2023

  Greetings! Thank you for all your help this far...as suggested, I waited for more than 48 hrs and called Indigo Park a few mins ago, as I was informed, further to you/ BBB assisting me with the complaint,  that my parking fine was reduced to $40...however, *****, the customer service associate who spoke to me said that the have no notes to the effect that they had responded to BBB or that the fine has been reduced to $40. Also, as I had emailed you earlier to inform you, I had clicked on the link accepting their offer to reduce my fine to $40 but now they say they have no record of any of these...
  
  Please may I request you to advise what to do?
  
  Thanks and best regards,
  
  **** ********
  *** *** ****

  Business Response

  Date: 24/02/2023

  Hello,

  I apologize for the confusion. I have contacted the department directly and asked them to contact you today for resolution. We are committed to the reduction we agreed to.

  Thank you.

  Customer Answer

  Date: 27/02/2023

  Just wanted to inform you that Indigo Park (Nigel) finally got back to me 2 days ago, and officially confirmed that I can pay the reduced fee of $40, which I have done just now, i.e., I have paid this amount via credit card payment.  
  
  So I presume that the matter is now closed. 
  
  Want to express my thanks for your help, Heather - much appreciated indeed!
  
  Take care and best regards, 
  
  **** ********
  ************
  

• Initial Complaint

  Date:20/01/2023

  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.

  Dear Sir/Madam
  I am writing with regards to the trespass notice #******** On 12/08/22 I went to pick up my wife and son at the ******* airport and just like other times, before setting off from home, I was checking flight updates so I could plan my journey and arrive on time at the airport. A while after my family's flight landed, I called my wife and she told me they were collecting their luggages at the baggage reclaim area and they will be outside in a few minutes. At this moment I was still on my way to the airport and such that when I arrived there, I decided not to go to the parking lot as I thought my family had definitely got out of the airport by then. When I arrived at the airport, I pulled over to the side of the road where there was a long line of cars and tried to spot my family. Unfortunately I looked for a few minutes whilst I was in the car but I couldn't see them so I called my wife. She told me one of their bags had gone missing and they were trying to report it to the airlines' customer service. As a result, It took a while before they exited the airport and the notice was issued during this time. What happened was unpredictable and out of my control. I would appreciate If this notice could be reversed as this was an unintentional mistake and will not happen in the future. Please find attached some supporting documents I have uploaded as proof. Thank you.

  Business Response

  Date: 20/01/2023

  Hello,

  Please contact our call center Monday to Friday between 8:30am to 5:00 pm at 1-866-870-9113 or via email at ****@*************.com. You can dispute or negotiate the violation with our customer service representative.

  Thank you.

• Initial Complaint

  Date:19/01/2023

  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 Dec 16, 2022 for prohibited parking in the location of ******* ****** * ******* ************* Airport on Dec 2, 2022 at 9:18pm. They asked me to pay $85 before Dec 31, 2022 or $107.69 after the due date. The information is incorrect as the photos provided do not show anything regarding prohibited parking. In addition the make of the car provided is wrong as well. It claims it was a ****** and I do not even own a ******. Upon receiving the notice, I promptly called the company on Dec 21, and explained the circumstances and voiced my issues about the ticket. I asked the individual who I spoke to whose name was Ray (ext ****) to remove the charge for the ticket. She understood and said that she will speak to her manager and will send a clearer picture within 3-5 business days. I called back on Dec 30, and she said it will probably take another week. I have still not heard back from them and it is currently January 19th 2022. I told her that I was not satisfied with the matter as the cost will increase from 85 to 107 dollars but she said don't worry about the fine.
  
  Thank you for your attention into this matter,
  Thomas

  Business Response

  Date: 20/01/2023

  Hello,

  We apologize for the lack of response and will be looking into this with our call center. We have decided to void this violation and no further action is required from the customer.

  Thank you.

  Customer Answer

  Date: 20/01/2023

  
  
  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:18/01/2023

  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 01/07/2023 for prohibited parking in the location of ******* ******* Airport dated 12/16/2022 at 05:18 PM, asking me to pay $85 due before 01/14/2023 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 me that I parked in a prohibited zone. The half of sign in the photo does not indicate prohibited zone , otherwise I would have not parked there. The photo provided as proof does not show anything , not even the license plate. The photo shows only some very bright lights of the tail lights. Those lights could have been from any car. 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 cannot believe how anyone can go around and take random photos of cars and claim they were not parked correctly. This is completely unreasonable as I did not park or stop incorrectly. Another issue is that this claim was issued on January 7th , 2023. This is three weeks later, and the letter arrived on January 17th, 2023, after the due date. I don not feel that this is reasonable and accurate.
  Thank you.

  Business Response

  Date: 20/01/2023

  We agree the poor quality of the photo makes this inconclusive and we have decided to waive the violation. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 20/01/2023

  
  
  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:18/01/2023

  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 notice (#*******) about a Trespass for license plate *******. At first I thought its a scam because I have not been near the airport on Dec 18th (in fact whole of December). Out of curiosity I went to the portal to take a look at the portal. I see the picture of a vehicle that is not mine! I drive a ******** ***** **** (with this plate) and the pictures were that of a ******** *** (an SUV)! Clearly that is not an Ontario plate and the ticket was issued in error. I am not sure if there is a ticket camera or is there a person who takes pictures but there needs to be a better process than sending tickets to the wrong person. I am happy to provide my vehicle permit to show the car model but do not want pictures to end up in the wrong hands.

  Business Response

  Date: 24/01/2023

  Hi,

  We have reviewed your case and the violation has been voided. No further action required by the customer.

  Thank you.

• Initial Complaint

  Date:17/01/2023

  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.

  On December 16th I went to pick up my nephew at ******** * ** ******* airport. Upon reaching the terminal I . I called him upon arrival to let him know in which gate I am stopping and he was outside in the same gate. So just I stopped for less than 30 seconds on the A gate so he can enter my car and put his bag, and I left immediately. Less than 30 seconds !. Yesterday January 17th , 2023 I received a notice in the mail from Indigo Park saying that I was illegally park on the side of the road. I went in the online link and there is no picture of my Car being illegally parked. Ticket number on notice is *******. Asking me to pay $85 due before 01/14/2023 or $107.60 after the due date , which we have already passed that date. Although, I check my mail every day, so how come I received it yesterday! However, I would really appreciate it if this Notice could be reversed as I didn’t park incorrectly and there is photo of my vehicle parked so. Thank you for your attention for looking into this matter.

  Business Response

  Date: 19/01/2023

  Please contact our dispute center by phone Monday to Friday 8:30am to 5:00pm or vial email. You can discuss or dispute the violation and we would could share photos of your vehicle.

  Thank you.

• Initial Complaint

  Date:17/01/2023

  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 am writing to express my disappointment and frustration with the parking ticket ( Notice:*******) that was issued to me on December 25th, 2022 at the ******* ******* airport. I was charged $85 for a violation that I do not believe I committed.
  
  On that day, I had driven all the way from Windsor to the airport and as I was approaching the parking lot, my GPS started to glitch. I made the decision to stop my car for less than 30 seconds in order to fix the issue. I did not want to risk getting a warning from the parking authorities and decided to move my car and park in a cell parking lot within 30 seconds of making the stop.
  
  To my surprise, after nearly 10 days I received a Trespass Notice from Indigo park. I was shocked and disappointed that I was being charged for something that I did not believe I had done. I have always been a responsible and respectful driver and I do not believe that I deserved to be penalized in this way.
  
  I am requesting that the parking ticket be cancelled. I believe that I was wrongly accused and that this ticket was issued in error. I would appreciate a prompt response to this complaint as I do not believe it is fair for me to be held responsible for something that I did not do.

  Business Response

  Date: 19/01/2023

  Please call our dispute center Monday to Friday 8:30am to 5pm. Alternatively, you can email ****@*************.com. Contact information is located on the violation and we could also share pictures of your vehicle.

  Thank you.