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:10/05/2024

  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 park at Indigo lot C088, at 517 - *******************************. The sign says Early Bird Parking $16 (would be $16.80 with GST) but when I pay with the app I am always charged $17.37. I paid in the lobby at the machine and was charged $18.90. There is no way to pay the stated price. This is misleading advertising. I have been parking there approximately 6 times per month for the last 3 years.

  Business Response

  Date: 14/05/2024

  Good afternoon,

  Thank you for reaching out.

  I apologize for the confusion with this but it is clearly noted on all signage that there are additional fees in addition to the rate. We do try our best to make that clear so parkers are aware of what the fees are.

  Regarding the app, there is also a breakdown of the fees available before you swipe to confirm your payment for the lot, so everything is noted before anything is charged.

• Initial Complaint

  Date:26/04/2024

  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 only selected for 1 hour parking for $10 but the parking machine charged the cost for full day parking as you can see on the attached receipt. I would like to get a refund for the difference. Thanks.

  Business Response

  Date: 29/04/2024

  Good afternoon ****,

  Unfortunately I'm not able to assist with the information provided as I cannot open the attachment sent.

  Please reach out to our ***** Services team at *********************************************************************** regarding this matter. If you wouldn't mind resending your receipt along with any other relevant information we can certainly look into the situation for you. 

• Initial Complaint

  Date:05/04/2024

  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.

  Hi there,On April 4th, 2024, I was issued a $70 parking notice by Indigo Parking. Parking lot CCA319-00 319 ***************. I paid for parking at 7:55pm and was ticketed at 7:47pm. I had just gotten home and was barely through my front door. I realize some people live rather privileged lives, however I do not have the luxury of a cellular data plan. I have to use wifi to access the internet. Which means I have to get up to my apartment on the top floor before I can use the website to pay. This is corrupt, ridiculous, unreasonable and borderline harassment. If they expect people to have paid for parking the second they get home, they need to instal pay stations in the lobby. Requiring a website to pay is not sustainable for those of us who dont have that privilege. They cannot patrol the parking lot and wait for people to walk in the building so they can ticket people as soon as theyre one foot in the door. That is beyond unreasonable. Having zero alternative payment methods available and slapping people with an irrationally expensive ticket when they dont pay immediately is not okay. Ive paid well over $500 in parking passes with them over the past year.

  Business Response

  Date: 05/04/2024

  Good afternoon,

  I apologize for the situation but as our ************************* had previously advised when a patroller arrives at a lot they have no way of knowing if a ****** has just arrived or has been parked without payment for several hours so they ticket all unregistered vehicles. In your case as we'd mentioned in our discussion this morning, the notice was issued only moments before you registered so we waived the notice for you and you can disregard it. 

   I understand it can be frustrating to arrive and have to rush to register, but we do have other options available at Lot 319 if you'd like. So while there are hourly options, we also have a 7 day pass and a 30 day pass, both of which are available through our app and website. Though both methods are online, they can be done in advance with wifi if you don't have data available and using those methods would mean you don't have to worry about registering every day. 

• Initial Complaint

  Date:14/03/2024

  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.

  This company will charge the full price of a ticket even if you paid for parking. As a loyal customer that pays daily parking at this lot, they ticketed me for have the wrong license plate selected on the app (I have two plates registered). They can see I paid for parking on the app and have a registered plate but are charging as additional $70 dollar.Their policy is that they will forgive a ticket once and reduce a ticket once for lifetime parking. So if you park there for 10 years, they will never accept an administrative error on the customers end again. The complaint is on poor customer service and a company policy that doesn't take value its customers. They also lie and say that the system won't allow them to make any changes to the ticket.

  Customer Answer

  Date: 14/03/2024

  Photo attached. Thank you.

  Business Response

  Date: 14/03/2024

  Good morning,

  I've had a look into the notice and I do have to agree with the assessment of the representative you spoke with previously. 

  The vehicle you registered the day the notice was issued is different than the one that was parked on the lot. As we have discussed this with you in the past and given you a number of courtesies for this same issue we cannot do so again.

  Moving forward please ensure you are doubling checking which plate you are registering prior to purchase.

  Customer Answer

  Date: 15/03/2024

   
  Complaint: 21432021
  
  I am rejecting this response because: I provided proof that I paid and have that license plate registered on their app. I  park in this lot nearly everyday I am downtown and think it is completely unreasonable to expect people will never select the wrong plate. Other parking authorities accept ************ plates registered on the account.

  There are hundreds of complaints online about this company taking advantage of Calgarians. They should be providing an honest services and not be taking advantage of working families with $70 tickets for a service that has been paid for.

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

  Business Response

  Date: 20/03/2024

  Good afternoon,

  While we do understand that we're all human and make mistakes, in this case as we have provided courtesies to you for this same reason in the past, we cannot offer anything further for this notice.

  We'll always do our best to assist with notice courtesies when and where we can, but in this instance we cannot continue to do that, and it is our belief that the notice is valid.

  In our system the notice is now showing as paid. Thank you for following up with it, I do appreciate it. 

• Initial Complaint

  Date:04/03/2024

  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.

  Parking notice: ******* Transaction number: ********** I Parked in an indigo Parking lot on Feb 27 2024, I Paid for my parking spot using the app and soon after adjusted my account on the app to have the correct license plate registered to my account. nowhere on my receipt does it state which plate was paid for in the parking so i thought that the plate that i currently had on my account would be the one that the parking space was paid for. I've attached the receipt and the parking notice. I've called and the representatives stated all they could do is reduce the ticket to $30, this is unacceptable. I have paid for parking for that day and i have proof that i did so. I have read through many other complaints similar to mine and have seen that other customers were able to get their tickets void. I don't see why my situation should be any different. The service i received on the phone was extremely aggravating and seemed like i was being completely ignored. the more i explained my situation the closer they would get to reversing the reduction of the ticket back to the full amount. The app should ask you to fill in the plate of the parked vehicle and not just take whatever plate is on the account at the time of payment. at least ask to confirm which plate is being parked at the time.

  Business Response

  Date: 06/03/2024

  Good afternoon,

  I've had a look into your notice and it does appear that it was correctly issued. The vehicle you had registered was not the one that was parked on the lot. 

  There are a few ways to confirm that you are purchasing parking for the correct plate:

  - The app has a section to fill out prior to purchasing the pass where you are to confirm your vehicle details to ensure you're purchasing for the right vehicle.

  - The pass for your parking does say in the top portion which license plate was registered and is authorized to park on the lot.

  Generally when parking we would ask that you please confirm the vehicle you're purchasing for and if the wrong plate is selected in error, to let us know right away by phone, email, etc. Unfortunately as that wasn't done and a notice was issued, it is considered valid. We've offered a reduction to $30 as a courtesy and the notice is still at the reduced price in our system.

• Initial Complaint

  Date:20/02/2024

  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.

  Have a ticket from Indigo parking, but it doesnt state i need to register my license plate in the sign. Called them, and the lady from the phone keep saying that they can only cut half of the penalty and dont listen to me. I already explained to them that i have prove that no sign explaining or asking me to register my license plate. And the sign have ******************* only, i was in the restaurant eating by the time they are giving out ticket. But the lady still keep saying that they dont need to see my prove and how lucky i am to have her cut half deal and keep saying that she is so busy right now and have to go? Well, i dont know what i can do to have someone from them to actually listen. I have both photos of the sign and the restaurant receipt. The incident happened on Feb 15, 2024. I called on Feb 15(no answer) and Feb 20(answered but the lady seems like doesnt want to listen).

  Business Response

  Date: 20/02/2024

  Good afternoon,

  I've had a look in our system and can see where the issue lies here. The visitor stall next to your vehicle does require registration to park, but you had parked in a *************** reserved stall, which is set aside for their customers. I've gone ahead and voided your parking notice and noted it as an error on our part. I've also advised our staff of the particulars of this lot so this issue doesn't happen again. 

  I apologize for any confusion or upset caused by this, please disregard the notice.

• Initial Complaint

  Date:13/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Feb 10 **** Transaction #: ********* I called Indigo parking as I received a ticket for parking that was paid for. I shared the ticket number as well as transaction number for proof of payment. When I went to initially pay for parking, I ensured I would add the vehicle I was currently in. The app was slow, so once completed with the vehicle details, I checked my email for the receipt. I received it and there was confirmation it was paid for although no details of the vehicle. Later, looking at the ticked on the windshield and my past transaction history in the app, it is tied to an old vehicle that has been sold for years. I went to call Indigo to get this resolved on Feb 13 **** at 7:30am. I spoke with a lady on the phone and she stated it was a valid ticket and all she can do is reduce it. I provided all the information I could to assist with getting this resolved. I tried to explain the issue with the app being extremely slow when I tried to set it up and mentioned that the confirmation email does not specify which vehicle was paid to to try and avoid issues like this, as all the other information is on the email except vehicle information. I would have been able to catch this early if there was such. It appears this is where they get you. She told me it was my issue that I dont know how to use the app and that she was on the phone for more than 10 mins with me so she needs to go and hung up. I work in a customer based role myself and I am completely displeased with the service I received. I paid for this parking, and I have the proof of such as well - if there are mistakes, they should be resolved together and not hung up on after 10 mins in a phone call with no resolve to this.

  Business Response

  Date: 16/02/2024

  I've had a look in our system and it appears that this notice was resolved on February 13, 2024. As you had registered an incorrect plate, the notice was voided as a one time courtesy. It seems there may have been a miscommunication with that.

  Regarding the remainder of your message, I can only apologize for the situation and the customer service you received. I will follow-up to ensure that things are communicated more clearly and effectively in the future.

  Customer Answer

  Date: 16/02/2024

   
  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:18/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket issued by Indigo on Dec 15th 2023 333-*********** I mixed up the license number...Is ******** and i put in ******** ticket was purchased and Indigo will not return any of my calls(left 4 voice messages)Notice Number *******

  Business Response

  Date: 18/12/2023

  We received two calls from this ****** this morning, one at 9:14am and another at 11:52am. It appears that they had reached out to BBB around 1pm today. Unfortunately, we are not able to answer every call as it comes in, but we do try to respond to any voicemails left in a timely manner.

  We ask that the ****** allow us a bit more time to be able to respond to their inquiry. An agent will be in touch regarding the notice as soon as possible. 

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21024420
  
  I am rejecting this response because: I have now called the business 8 times and left 8 voice messages over 6 days(the v/m recording indicated a response will be provided in 24 hours) I paid for parking(ticket added) and this should be a simple resoultion but it is now dragging into 6 days!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 22/12/2023

  I apologize that the response was not as timely as one would like, but we do try to respond as quickly as we can to inquiries. I've had a look in our system and it does appear that one of our representatives did reach out to you previously and the parking notice issue was resolved then. 

  Customer Answer

  Date: 04/01/2024

   
  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:18/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in relation to an incident that occurred in one of Indigo's parking lots (Lot 321 - Gateway at West District) in Calgary on September 16, 2022. As my vehicle was leaving the parking lot, the door of the exit closed on top of my vehicle, damaging the roof and roof racks. We have video footage showing the incident and clearly demonstrating that this was not the driver's fault. We have been in contact with the Indigo Area Manager, ********************* and provided incident reports and all other information he requested. However, despite me attempting to reach ************* on multiple occasions, he has not been responsive and has advised that he is unable to assist with this matter. I have asked for the details of someone else at Indigo who is able to assist with this matter, but have not received a response. We have also been in contact with our insurers who agreed that the incident was not our fault and have made repeated attempts to contact Indigo and its insurers since the incident occurred, but have not received a response. It has now been a year since this incident occurred and, despite repeated attempts to contact Indigo and its insurers, it has not been resolved, which is why I am now making this complaint. As a result of the incident, I have incurred costs in repairing my vehicle, for which Indigo is responsible. If Indigo continues to be unresponsive, I will have no option but to commence legal proceedings in order to recover the costs I have incurred. Given the relatively small value of this claim, and the fact that it should be covered by Indigo's insurance, it seems extraordinary to have to do so and a significant waste of everyone's time, and I hope this can be avoided.

  Business Response

  Date: 23/10/2023

  Good Morning,

  Thank you for reaching out.

  Indigo is not responsible for the Garage Door at lot ***********************************************, that is the responsibility for the property management company.

   

  Any questions, please let5 us know.

   

  Thanks

• Initial Complaint

  Date:11/10/2023

  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 Saturday Oct 10 2023 to help my friend out, I drove him downtown and we parked in the indigo underground parking where we stopped for around 1 hour. He offered to pay for parking because I had driven him. He scanned his credit card on the way in assuming that was payment. The signage is not clear as to how payment is undertaken. When we had parted ways and I was urgently attempting to get to another appointment I found I was trapped at the barricade because I needed my friends credit card. This was not a possibility and I was unable to go forward or backward, I felt trapped. I contacted the security through the barricade pay style and was told I had absolutely no option other than paying a 50$ lost ticket fee. I feel this is unfair due to a lack of clear instructions, and a pay system I have never experienced anywhere else. I want Indigo parking to know how I felt, that I do not think their pay system is clearly explained, and that the entire experience left me feeling unfairly treated. I am requesting a fair rate for my time there and a reimbursement for the remainder.

  Business Response

  Date: 20/10/2023

  Good Afternoon,

  Signage is very clear at this lot, please see attached photos. Payment is only accepted upon exit or by kiosk. Due to this customers situation paying at the Kiosk would have been the best choice. It is also up to the customer to make sure the parking is paid.  At no time did they receive a receipt, Only upon exit this should have been an indication that parking was not paid. 

  Any questions, please let us know.

  Thank you