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:03/01/2023

  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 the airport on Thursday Dec 8th to drop a colleague off who needed to grab public transit from there. I did not park, nor did I realize I was in a restricted area I pulled over and my colleague exited my vehicle. I would never knowingly trespass, I frequently use the cell phone lot when picking up friends and family from the airport and would really appreciate if this Notice could be reversed as it was an honest mistake I will not make again.

  Business Response

  Date: 09/01/2023

  Please provide the infraction notice, so we can better assist you.

  Thank you.

  Customer Answer

  Date: 10/01/2023

  
  
  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.  Indigo Park has contacted me directly and  has reverse the charge thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:03/01/2023

  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 received a INDIGO PARK NOTICE#*******, claiming that my vehicle was stopped in a no stopping zone at ******* Airport. I requested that the photo of the car be sent to me by email and I received the the attached photo, and the following information, "Vehicle plate#******* was photographed & ticketed for stopping in a NO STOPPING ZONE at Terminal 1 ground level lane on Nov 29,2022 at 2:49 P.M". I responded via email, the following "I spoke with the person that was operating the vehicle at the time that this picture was taken. She left off a passenger at departures in the designated section. She did not stop in a non stopping zone. As you can see in the picture, the brake lights are on. This seems to indicate that the picture was taken when the vehicle was in standstill traffic, and therefore not moving. Please have this invoice cancelled." I did not receive a response from Indigo, so I called and left a message. They returned the call two days later and said that my dispute was rejected as they accept their agent's word against the customer. I don't think this is fair and just, and I request this invoice be cancelled.

  Business Response

  Date: 09/01/2023

  This violation has been voided, no action required by the customer.

  Thank you.

• Initial Complaint

  Date:03/01/2023

  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.

  We received a notification from Indigo park for supposedly not parking in the correct location at ****** * ******* airport. This is incorrect and the photos provided as proof show only a photo of the wheel next to a line with half a license plate. 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.

  Business Response

  Date: 09/01/2023

  Due to the poor image quality, we are voiding the infraction. No other 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,
  
  
  
  *** *********

• Initial Complaint

  Date:03/01/2023

  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.

  So, on 30th November 2022 at 9 PM I have to deliver an **** **** order at ******** hotel so i enter the parking and talk to a representative nd tell him that i am here for **** delivery so he allows me to enter and said it's your first time I'm giving you the permission, so I've reached the hotel and complete the delivery but yesterday on 27th of December 2022 I received a letter in mail which saying it's from Indigo Park and claiming that I've parked in wrong place and you have to $85 + hst, where I've never parked or even stay that's kind of ********. So I'm calling the number they provide to talk but nobody is answering and voicemail is full too. And the ticket says we have pictures of your car but when i open there's no such pictures. I want them to cancel the ticket because it's a false claim ** *** ** * *****

  Business Response

  Date: 09/01/2023

  Hello,

  Your vehicle was issued an infraction for being stopped or parked in a location not permitted. You can dispute the infraction by contacting pour call center at 1-************ Monday to Friday 8:30am to 5pm or via email at ****@*************.com. I have looked into this and at this point no attempt by email or phone is noted. We would also be happy to share photos of the vehicle in question.

  Thank you.

• Initial Complaint

  Date:22/12/2022

  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 was at ******* Airport on December 2. I was parked there for nearly 5 minutes as I was trying to figure out my navigation app as I did not know where to go to pick up a family member at ***. I have a ticket for $85.00 and I missed the sign and did not assume you could park there as I did not see any sign! I am had my vehicle there for a short amount of time and now I have to pay $85.00 when there were about 20 other cars there! This is ridiculous. There was absolutely no sign that I saw or else I wouldn't have parked there or it may have been missed but this was a true mistake.

  Business Response

  Date: 22/12/2022

  Hello,

  We have extensive signage along the roadways leading to both terminals indicating "No Parking" and "No stopping". As indicated in your email, your vehicle was captured parked illegally along the highway leading into the terminal along with many other vehicles. You can contact our call center Monday to Friday from 8:30 to 5pm at 1-************ or by email at ****@*************.com if you would like to dispute the infraction or review images captured of your vehicle. We are open to discussing this with you through our call center.

  Thank you.

  Customer Answer

  Date: 22/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the call center was contacted and they are not willing to pardon this infraction. Again no signs were seen and I would like this pardoned as a first time courtesy and I will understand not to do it again. 
  
  
  

  Business Response

  Date: 09/01/2023

  Hello,

  Please contact our call center to negotiate a settlement. Your vehicle was clearly parked illegally along with 20 other vehicles as you previously stated. This dispute is now closed. 

  Thank you.

• Initial Complaint

  Date:22/12/2022

  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, I received notice ******* for parking in Toronto airport. I quickly parked and was told by the guard that I could not be there. My wife had gone to the bathroom (we had just drived 2 hours from London Ontario to pick up senior family members) and even though she was still at the airport, I immediately left. I made a turn and cameback to pick her up.
  I'm also not sure about the time of the infraction? It says 2:47pm, but I had already left by that time. Could this be an error?
  I would love to discuss this with someone, we tried our best to follow airport policy. I don't think it's fair to pay for this ticket. So Sorry for any inconvenience.

  Business Response

  Date: 22/12/2022

  Hi,

  In the future please utilize the complimentary Cell Phone Lot and approach the terminal to pick up family members once they have cleared customs and after retrieving their bags. Taking into consideration the distance covered in you travels, we have decided to void the infraction. No other action is required on your part.

  Thank you.

  Customer Answer

  Date: 22/12/2022

  
  
  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:20/12/2022

  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 sent the following email to Indigo the day of the infraction on Tuesday, December 13, 2022. I received form from them to fill out and sent it back to them on Wednesday December 14. Sent a follow up email on Dec. 17 and December 19 but never heard from them and they are not answering the phone either. Ticket number is ***** ($60 days to pay within 7 days, $85 after the 7th day. I don't think I need to pay 4 times the amount indicated on the ticket for the reason I explained in my email to them below.
  
  
  From: ****** ****
  Subject: Parking Ticket
  Date: Dec 13, 2022 at 10:05 PM
  To: ***************@************.com
  
  
  
  
  Dear Indigo Management Team,
  
  
  I'm writing with regards to ticket (receipt number *****) I found on my dashboard today at the ******* ****** parking (******** * ******** Park area). The ticket is for $60 if paid within 7 days and $85 if paid after 7 days. 
  
  
  I'm appealing for this ticket as pre-pandemic I used to park at this parking and the gate wasn't always working properly and there was an agent there to help with payment when the machine wasn't working properly. There was times where the agent stepped away and we had to wait to make a payment. Today was my first time to park there after post pandemic and when I got there the gate was open/no machine to get a ticket as it used to be and I assumed the agent was away and was going to come back and before I leave I'll pay my $15, only to find a $60 ticket, which is 4 times what I needed to pay. I realize that you don't know me and may think anyone can say this but I didn't have the intention not to pay for a service that I used. I realized only today that the parking is now managed by Indigo which a new company. I'm wondering if I can pay what I owe you, the $15 as opposed to 4 times this amount.
  Your assistance in this matter would be greatly appreciated.
  
  
  Kind regards,
  
  
  ****** ****

  Business Response

  Date: 21/12/2022

  This complaint has been resolved locally with the customer 

• Initial Complaint

  Date:08/12/2022

  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 received a notice #******* via mail December 06th I left a voice mail to discuss this matter on the 07th and a rep called me back on the 08th. I was not diving my vehicle that evening and the photos do not display any infraction. .No resolution was offered other than to escalate the matter. I would like this notice to be cleared and written confirmation mailed stating such.
  Regards.

  Business Response

  Date: 14/12/2022

  Hi,

  We have reviewed the file and have decided to void the infraction, as the picture is inconclusive. No further action is required by the customer.

  Thank you.

  Customer Answer

  Date: 14/12/2022

  
  
  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:02/12/2022

  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 driving my husband to a 10:30 am appointment at ******* ******* ********. He is disabled with Parkinsons Disease and requires hiking poles as aids for walking. His mobility is greatly challenged. . There were no handicapped spots near the hospital and so we entered the Indigo garage. On Dec 1st at 10:15 am I entered the parking garage on Grosvenor . There was a sign that stated CARD payment was acceptable but when I entered the garage there was no machine that allowed me to take a ticket. I continued to drive in and the first available spot was Level B spot 48. I thought when I left the garage I would be able to speak to someone and explain there was no machine that allowed me to take a ticket. After leaving the car, I looked for an elevator as we were down approx 4 levels below grade and was shocked to find out there was no elevator. My husband was forced to climb the stairs and nearly fainted at the top. There was no signage at the front of the garage indicating NO Elevators.
  
  When I returned to the car at approximately 12:30 there was a parking violation ******* in the amount of $60.00. I left the garage and went to pick up my husband at the front door of the hospital. I then drove back to the garage to look for a machine that dispensed tickets ups entry but could not find one. I have attached a picture of an empty box where at some point there was access to a ticket. I also attached the infraction #*******
  
  I wish to appeal this ticket and am furious that there was no signage for no elevator. My husband could have had a terrible fall.
  
  Please respond ASAP.
  
  ******* ***********
  

  Business Response

  Date: 08/12/2022

  Thank you for your detailed account of your visit to 27 Grosvenor Toronto

  I was pleased to authorize the reduction in fee for you and also seeing that has now been processed 

  This location is soon to close for demolition and the property owners have decided as part of the close down program that the elevators will no longer be functional

  Accessibility stalls are available on the ground level but we apologize for the inconvenience that from your account occurred on your visit.

  Payment equipment and Digital payment platforms are available with the gated equipment that you reference having been removed many years ago. 

  We will also review for the short term between now and the complete closure additional temporary signage to ensure customers are aware that the elevators are inoperable.

  **** ********
  Regional Director of
  Operations
  Directeur Régional des
  Opérations
  W Ontario & Manitoba
  Indigo & Northern Valet

   

   

   

   

  Customer Answer

  Date: 08/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  sort of satisfactory to me.
  

  I would like to add that I would like to see pictures of the appropriate signage so that no else runs into the same predicament as myself and my husband. I accept the reduction of the charge although as good will I think the whole amount should have been waived. 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

• Initial Complaint

  Date:23/11/2022

  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 Oct 27. I pulled onto the roadway and parked. Upon parking I was told that I couldn't park in that area and I immediately moved my vehicle. Now I have gotten a ticket for $85.00. I moved from the area within minutes and I do not think I should have to pay for this ticket. I have called the company and explained that I moved my vehicle within minutes of parking and was told even if I parked for a few minutes I still have to pay for the ticket.

  Business Response

  Date: 25/11/2022

  Hi,

  This violation was issued correctly and the instruction to relocate your vehicle does not change the fact that the vehicle was parked illegally on ******* ******* Airport Authority property. As a courtesy, we will void the infraction, but in future, please utilize the Cell Phone lot until your guests or family exit the terminal.

  Thank you,

  Customer Answer

  Date: 28/11/2022

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