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: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 went to pick up my friend who arrived on Dec 22 in the evening. I didnt park in any restricted area in the airport as i know it is not allowed. for few seconds i have to pull over to correct my google maps because of poor connection im having a hard time connecting into it. But its not parking, i hope you consider to remove the due i have to pay.

  Business Response

  Date: 19/01/2023

  Please contact or call center Monday to Friday 8:30am to 5pm Monday to Friday. Alternatively, you can email them to discuss the situation or options at ****@*************.com.

  Thank you.

• Initial Complaint

  Date:16/01/2023

  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 Morning. On December 22 ,2022 , I went to pick up my son arriving from Cuba,
  At ******** ****** ** ******* ************* Airport .My phone ring and so I decided to stop at the cell phone park where cars are park also. The sign said cell park, there is no parking sign or stopping sign that is posted, so I answered the phone then I left.
  Today January 13 I received a trespass notice dated January 7, 2023, 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. I am a senior citizen 73 years old relaying on pension. 85.00
  Dollars is a big money for me . Please help me. Thank you

  Business Response

  Date: 19/01/2023

  We have considered your situation and decided to void the infraction. No additional action required by the customer.

  Thank you.

  Customer Answer

  Date: 19/01/2023

  
  
  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:16/01/2023

  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 went to pick up my daughter at ******* Airport on Dec 12 2022. As I arrived, she called me stating that there were delays with getting her luggage therefore I pulled over the side of the road with my 4 ways, in a safe manner with other cars and waited about 5 minutes until she called and said she had her luggage and was outside. Now I received a ticket date Jan 7 2023 (a Saturday) received on Jan 13 stating to pay $85 or $107.60 after Jan 10th (received notice after the due date)! It also states "Damage due for prohibited parking" which I was in any way stopped in an unsafe manner, I remained in my car the whole time, I simply pulled over safely with my 4 ways. I never saw signs that prohibit cars to pull over and there were many cars. I am shocked by this and was completely clearly unaware of this. Kindly remove this fine notice #*******, license plate *******. I will now know that pulling over is prohibited. thank you

  Business Response

  Date: 19/01/2023

  Please contact our call center by phone Monday to Friday 8:30am to 5:00pm or by email at ****@*************.com. We can review the violation and pictures taken related to your vehicle. All contact information is located on the violation.

  Thank you.

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've already called on Monday January 16th and after explaining the situation the lady in Account Receivable refuse to removed the fine but removed the late fee as I did not receive the notice until January 13th and the due date was January 10th.  I am still requesting that the fine be cancelled as a one time exception as I really did not know about not being allowed to pull over and did not see any signs stating that I could not.  There were a lot of other cars pulled over that day and everytime that I go pick up someone at *******.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 30/01/2023

  Hello,

  The roadway are aggressively signed all the way leading into both terminals. We are willing to reduce the violation amount to $50. If you are agreeable, please advise and we will inform the call center and update your file.

  Thank you.

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Although I appreciate the reduction of fine, I still think that the signs are not visible enough and when you see lots of other cars stopped as well along the terminal roads, that is proof that the no stopping is not aggressive enough in warnings.  I picked up my other daughter at ******* last Wednesday Jan 25th evening and there must have been 10 cars pulled over waiting.  I did not clearly as I know now not to do so however, many cars did. Again, I am kindly asking that you remove completely this fine as a one time exception as I clearly did not know and would never pull over in an unsafe way for myself or others.or if I would have seen the not stopping signs.    
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 13/02/2023

  Hello,

  The roadways are heavily signed on the jersey barriers, as well as signs on the underpass columns and covers all roadways leading into the terminal's. We feel reduction in fine is fair considering the vehicle was captured parked or stopped along highway leading into the terminal. If you would like to discuss further, then please contact our call center.

  Thank you.

  Customer Answer

  Date: 15/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, I am asking for pardon on this one offence based on the fact that if the no pulling over posting were stratigically posted and adequate, there would not be that many cars stopped on the side of the roads leading to the terminals.    There is a discrepancy in consistency on this rule and I kindly ask that you waive this fine for this one time.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 23/02/2023

  Hello,

  We feel the reduction is fair considering the admission of parking or stopping with other vehicles along the roadway. The signage leading into the terminals is extensive and more than adequate for the public to see. We encourage you to contact our call center to discuss any options available.

  Thank you.

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, thank you for the reduction however, if the signs of no pulling over were sufficient why there are so many cars pulled over and why the inconsistency in enforcing this rule?  I don't know if it is because the company decided the enforcing of this rule all of a sudden but I feel a warning is granted instead of a reduced ticket.

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

  Business Response

  Date: 10/03/2023

  Hello,

  The violation was issued correctly, please contact the call center to make payment arrangement to cover the full cost of the infraction. That you followed the others committing the same violation is not a defense. We are closing this case.

  Thank you.

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Although I disagree with you argument and I can see that a resolution is unlikely going to happen in granting a warning therefore I will pay the reduce ticket at $50.  Please confirm the amount is still reduced.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 17/03/2023

  Hello,

  We agree, please wait to make payment until next week. We will adjust the outstanding amount in our system.

  Thank you.

• Initial Complaint

  Date:16/01/2023

  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 was at ******* ******* airport on December 14th 2022 to pickup a family member. I had no idea that I was stopped in a prohibited area. Unfortunately their exit from the airport took a while as it was their first time entering canada. I've received 3 separate notices with the notice date 01/07/23 and the due date is 01/12/23 which is already passed as I opened the letters. Notice numbers #******* #******* #******* license plate *******. Since this happened in one day while I was waiting and the pictures are captured during a 2 hour period, I don't think it would be fair for me to pay the amount three times. Also, since I got the letters today (January 15th) the due date is already passed, can I pay the amount due before the due date since the time between the notice date and due date is only 5 days and I didn't receive it in time. Thank you for your help and support.

  Business Response

  Date: 19/01/2023

  Please contact our dispute centre Monday to Friday 8:30am to 5:00 pm. Alternatively, you can email them at ****@*************.com, all contact information is located on violation. We would be happy to share pictures taken of your vehicle.

  Thank you.

  Customer Answer

  Date: 19/01/2023

  
  
  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.
  
  
  
  
  

• Initial Complaint

  Date:16/01/2023

  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.

  To whom it might concern,
  I received two Trespass Notice on 7 Jan 2023 from Indigo Park. Location-****** ** ******* ************* Airport. Ticket notice no. ******* and *******
  
  On December 16th I went to airport to pick up my daughter who took a long flight over 15 hours, she wasn't feeling so well a day before on a plane. I was so worry about her health conditions as i had waited for a while and couldn't contact her.
  
  I didn't realize there is a sign that i was in a restricted area, i saw many cars line up there. I was not intend to park the car or make any illegal action. I just tried to find a place to wait my daughter's call anxiously. Then i left that area and try to find my daughter, i received her call but couldn't hear clearly, it was hard to talk to her while driving, so i decided pulled over my vehicle there for a short amount. I sincerely apologize for the mistake but i do hope you can consider my situation as an old father concern very much his family at that moment.
  
  I would never knowingly about the trespass and feel so shocking after received two Trespass Notice from Indigo Park, both are the same infraction date on Dec 16th 2022, but time is different (4:23pm and 4:28pm). The total amount is $170 ($85 + $85)
  
  I am so depressed these days and couldn't sleep well. I am over 75 years old father longing to see my daugther who was sick. Without any warning about the penalty and suddenly i have to pay such big amont give me a hard time. I believe it is unusual to issue two Trespass Notice to a person same day. I feel sorry to myself and regret that i didn't observe clearly the environment and i am unfamiliar to airport area. Honestly i will never make the same mistake again. I really hope if the charge could be removed and it can release my burden.
  Thank you for your attention and your help is highly appreciated.
  May i wish you and your colleagues have a great 2023 and life filled with joy and peace!

  Business Response

  Date: 19/01/2023

  Considering your situation, we have decided to waive both violations. No action required by the customer.

  Thank you.

  Customer Answer

  Date: 19/01/2023

  
  
  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.

  Thank you for your assistance and prompt reply! 

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

• Initial Complaint

  Date:13/01/2023

  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 was at the ******* ************* airport on Dec 18 to pick up my brother.. I have parked my van with my disabled son who cannot walk he was in a wheel chair I cannot take him to the terminal because of the new COVID situation. I parked on the side of the road to make a phone call to see my Brother has arrived. That’s all I remember I didn’t see any illegal parking or signs. As soon as I finished the call I move my vehicle to the terminal. Today I received this ticket indicating that I have to pay $85 before jan16 or $107.60 after the due date.
  I don’t think it’s fair to pay this fine as I mentioned I did not park any length of the time. I won’t make this mistake again for sure. Thank you for your consideration.
  Notice No ******** Thanks

  Business Response

  Date: 19/01/2023

  HI,

  We have reviewed your case and decided to waive the violation. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 19/01/2023

  
  
  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:12/01/2023

  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 12/17/2023 at 04:23 PM, asked me to pay $85 due before 01/15/2023 or $107.60 after the due date.
  
  This is incorrect and the photos provided as proof doesn't show anything even the a license plate (*******), in addition to that the rear brake light is on and left signal is turned also.
  
  I don't 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.
  
  Regards,
  
  *****

  Business Response

  Date: 13/01/2023

  Hello,

  We have reviewed the photos and agree. This violation will be voided and no further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 13/01/2023

  
  
  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:11/01/2023

  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 14th 2022 I drove to the airport to pick up a friend who was travelling out of the country for a trip to Europe. I had agreed to drive her home, as I was familiar with the airport and take this trip often, noting where I can/cannot stop the car, or indeed park it. As we pulled up to the airport I noticed a long line of individuals parked outside, and my intention was to go around them so as to be able to follow the guidelines posted all throughout the airport. Its at this moment it appears the camera has taken the picture of my car in an attempt to alert to an infringement of the rules. As you can clearly see in the image my break lights are on. The car isn't in a neutral stopped position.
  
  I do not believe I am deserving of this ticket, so as is my right, I phoned up the number on the ticket to talk through my side of the story and see if we can come to some agreement of the situation. I was horrified when the person I spoke to was ***** *********** ********** and ************* of my part. I even heard him chuckle to himself a couple of times before I got so emotionally overwhelmed I had to end the call, and Im not ashamed to admit, he made me cry.
  
  I hope this ticket can be discussed further as the picture collaborates my story. Please reach out if you have any further concerns or have clarity needed. Thank you

  Business Response

  Date: 13/01/2023

  Hello,

  We have reviewed the photo and have decided to void the infraction. No further action is required by the customer.

  Thank you.

• Initial Complaint

  Date:11/01/2023

  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.

  We received a trespass notification from Indigo Park for "damages due to prohibited parking" at ******* * ****** ** ******* ************* Airport. This is incorrect, and the photos provided as proof show only a photo of a car light next to a snowbank and a separate cropped picture of a license plate.
  
  **** ******* ** ** * **** ** ****** *** ***** ********** ******* I have attached the purported photos and trespass notice for your records.

  Business Response

  Date: 24/01/2023

  Hi,

  We have reviewed the information and agree the violation was issued in error. This will be voided and no further action required by the customer.

  Thank you.

• Initial Complaint

  Date:04/01/2023

  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.

  On December 21st I went to pick up my wife at Terminal 1 at Pearson airport.
  Upon reaching the terminal I saw a line of cars parked on the side of the road near the arrival area. I stopped for less than 30 seconds and realized that instead of risking a warning from parking enforcement I decided best to go to the cell parking lot and await a call from my wife for pick up which I did. As I was leaving I happened to see a parking enforcement truck pull up behind some of the parked cars and ask them to move, I had already left by this time. Shorty after that day I get a notice in the mail from Indigo Park saying that I was illegally park on the side of the road. There was no picture of my Carr being illegally parked. Ticket number on their notice is *******. Upon receiving the notice I promptly called the company on December 22 and explained the circumstances and voiced my complaint for the ticket.
  I asked the individual who I spoke to whose name was Raj to remove the charge for the ticket. She understood and said she was pretty sure the ticket could be removed after hearing my explanation and would speak to her manager and call me back no later than December 28.
  Understanding people are on holidays I called back on December 30 and left a message for a return call. My call was not returned.
  I called again and finally got through on Jan 4 and spoke to Raj and asked her if she handled the removing of the charge for my ticket.
  It was obvious she did not speak to anyone but now said I would have to pay.
  Going through the Internet I have seen quite a few people complain about tickets given by Indigo park for tickets that are unwarranted,
  I am asking for your assistance in helping me with this situation.
  As I have mentioned I was not stopped for any length of time and feel that the charge should be removed.
  If I do not pay by Jan 6 apparently the cost will be increased.
  
  Thank you for your attention for looking into this matter.
  
   

  Business Response

  Date: 09/01/2023

  Due to your removal of the vehicle, we will void the infraction. No additional action required by the customer.

  Thank you.

  Customer Answer

  Date: 09/01/2023

  
  
  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,
  
  
  
  ****** ********