ComplaintsforImpark

• Initial Complaint

  24/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  am writing to formally dispute a parking ticket I received for allegedly occupying two spaces in a handicap parking zone at **********, **************. Below are the details of the situation and why I believe the ticket was issued in error:1.The parking spot in question only has one handicap parking sign on the wall, indicating it is a single space. Typically, each designated handicap spot is marked with its own sign, which is not the case here.2.The parking lines on the ground are nearly faded, making it difficult to distinguish individual spaces. Even if the lines were clear, the space is not large enough to accommodate two vehicles.3.I have been parking in this spot regularly, as I live nearby, and every time I pass by, only one vehicle ever parks in this space. This further demonstrates that it is perceived as a single handicap parking space by other drivers as ********* handicap parking permit was clearly displayed, and there was no signage or marking to indicate that I was occupying more than one space.I also have photographic evidence showing the layout of the parking space, as well as other vehicles parked there, which further supports my claim.Considering these points, I kindly request that this ticket be reviewed and dismissed.Thank you for your attention to this matter. I look forward to your response.Ticket number *********

  Business response

  25/09/2024

  Hello The Better Business Burea,
  
  My name is ****** from the Enforcement Team at Impark.
  
  We have reviewed the parking notice and verified that the vehicle in question was parked in multiple stalls.
  
  Our parking lots and stalls adhere to government regulations as private property.
  
  Regrettably, the parking notice issued is valid and upheld because of the vehicle with License Plate ****** was found in multiple stalls.
  
  Notice ********* has been paid, and there are no current outstanding balances against License Plate ******.
  
  We appreciate The Better Business Bureau for bringing this to our attention.
  
  Regards,
  
  ******

  Customer response

  25/09/2024

   
  Complaint: 22322013
  
  I am rejecting this response because:
  
  
  1.The parking spot in question only has one handicap parking sign on the wall, indicating it is a single space. Typically, each designated handicap spot is marked with its own sign, which is not the case here.
  2.The parking lines on the ground are nearly faded, making it difficult to distinguish individual spaces. Even if the lines were clear, the space is not large enough to accommodate two vehicles.
  3.I have been parking in this spot regularly, as I live nearby, and every time I pass by, only one vehicle ever parks in this space. This further demonstrates that it is perceived as a single handicap parking space by other drivers as well.
  **** handicap parking permit was clearly displayed, and there was no signage or marking to indicate that I was occupying more than one space.
  
  I do have many photos to prove that all the cars park the same as I did and there is only one sign of park which shows that the spot is only for 1 vehicle also the space is only for 1 vehicle with handicap sign 

   

  Business response

  01/10/2024

  Hello The Better Business Bureau,
  
  My name is ****** from the Enforcement Team at Impark.
  
  We will continue to uphold our decision that this notice is valid.
  
  To reiterate, the vehicle with License Plate ****** has been confirmed to be parked in multiple stalls.
  
  There may be differences for other lots or stalls, though we persist to adhere government regulations as a private parking management company.
  
  As no new information is being presented, we believe this complaint to be resolved.
  
  We appreciate The Better Business Bureau for their time in this matter.
  
  Regards,
  
  ******

  Customer response

  02/10/2024

   
  Complaint: 22322013
  
  I am rejecting this response because:
  
  Thank you for your response. However, I must respectfully disagree with your assessment that the vehicle with license plate ****** was parked in multiple stalls.
  
  As per the signage and the layout of the parking lot, the space in question is clearly marked for a single vehicle, particularly as there is only one handicap sign for the spot. I pass by this parking area daily and have never observed any vehicles occupying more than one space in that particular spot. The dimensions and signage make it clear that it is intended for one car only.
  
  Given this, I do not accept the assertion that my vehicle was parked across two spaces. I would appreciate it if you could review this matter once again, as I believe there may have been a mistake.
  
  Thank you for your time and attention.
  
  
  
  **** ******

• Initial Complaint

  17/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased parking from ********. Originally I had purchased it for my SUV, license plate *******. Inside the ******** app, you're able to change vehicles part way through. And I did that because I traded vehicles with my dad. New license plate number ******. I then received a ticket for the truck. Nobody ever placed anything on the dashboard. So it seemed that everything had worked fine. But recently my dad received the ticket in the mail via Impark's collection agency. I have tried calling Impark and got no answer. It's unacceptable for a company to send out a fine without being reachable by phone. This fine needs to be dropped.

  Business response

  19/09/2024

  Hello The Better Business Bureau,
  
  My name is ****** from the Enforcement Team at Impark.
  
  Our team reviewed the parking notice and the documentation provided.
  
  Notice 09F596791 has been voided for this instance. We kindly advise to update parking information as soon as possible when any changes are going to take effect.
  
  We appreciate The Better Business Bureau for bringing this to our attention.
  
  Regards,
  
  ******

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom It May Concern: NOTICE NUMBER 11B102996 On August 9, 2024, I attended the ****************** for shopping. I parked in Lot#****** Rideau Ctre Blue Garage, **********************************************************. I used the new method of payment "HangTag". My parking was to expire on August 9, 2024 at 4:04pm. The transaction went through (I have proof from my bank) and I also received the receipt from *******. With 14 minutes remaining (at around 3:50pm), I made my way back to my car. When I got in my car I noticed I had a ticket on the windshield. I was shocked. I checked the HangTag page and it clearly said I had 14 minutes remaining (I have a photo of this with the time). When I tried retrieving my information on HangTag, it said "Error Retrieving Session - Oops! There was an error retrieving the session. Please, refresh to try again". I thought that maybe the HangTag application did not register my car. However, when I got out of my car and read the ticket, it said "Vehicle parked improperly, parked in multiple stalls". I was absolutely shocked as I was perfectly parked. I would never park in multiple stalls - who even does that? I tried calling the number on the ticket between 4-6 times without any luck. I tried contesting the ticket 3 times by posting a picture of the receipt as proof of payment, a picture of the "error retrieving session" but proof that I had 14 minutes left, and a picture of my parking job. Despite this, the ticket remains "valid and outstanding". I now apparently owe $98 or they will send the collection agency and could tow my vehicle. This is frankly unacceptable given that I 1) paid for parking, and 2) parked perfectly and provided proof of both. There is no way to talk to anyone and I am running out of options. I would like this ticket to be cancelled immediately. I am not paying for something I never did. Patroller #4 was the one who issued the ticket. He/she/they should be reprimanded for doing that. Thank you for your attention to this matter.

  Business response

  23/09/2024

  Good day,             
  
  My name is ***** from the ********************** at Impark. We have reviewed ********** complaint and we can confirm that there will be no impact on ********** credit, the debt has been cleared with the collections agency, and there is no outstanding balance on notice 11B102996. 
   
  We appreciate your time on this matter.      
  
  Regards,            
  *****

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I regularly use the Impark Hang Tag application at their ***************** location. Hang Tag charges my credit card for each visit once I log in.I would prefer to use my debit card, and could not find any way to add it to the app, so I contacted customer service. On the first call, I was told just to go in and add the debit card, so I hung up and tried. Didn't work. On the second call, I was told to clear my browser, uninstall the app, reinstall it and then I was told I won't able to add my debit card. Didn't work.On my latest call (Sept. 14/23), the agent finally admitted that he didn't know the difference between a credit card and a debit card, and that only credit cards could be used. He also admitted that all customer service agents are located in ******If Impark believes that they need to support Canadian clients properly, then they need to have agents who understand some basic business services in Canada i.e. the difference between a debit and credit card.Searches on ****** did not result in finding any means to contact Impark directly, whether by phone or email, so my question remains,: can I use a debit card to pay for parking at my office location. I'm extremely disappointed that such a simple question can't be answered.

  Business response

  23/09/2024

  Hello ****** *********,
  
  Thank you for reaching out with your concerns, we are sorry to hear of your experience with us. You can pay with a **** or Mastercard debit card via the hangTag app, you can also pay with a debit card via our Park + Pay link *****************************************; If you still unable to pay with a **** or Mastercard debit card, please could you help us identify the issue, were you able to get a quote? could you save the debit card? and can you share a screenshot of the problem?
  
  We have shared your feedback with our team, your feedback is valuable to us as it helps us improve our service. 
  
  Kind Regards,
  ****

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pacific Audit Solutions manages parking lots in and around the ************** area. They partner with a phone application - HangTag to allow for paying by phone. They recently switched to HangTag from Reef. HangTag is not charging people on Fridays, at least at the lot where I park. It appears to charge, saying your parking session has started and showing a countdown clock. But it doesn't actually go through. No receipt is provided. They then ticket everyone in the lot who attempted to pay by phone. If someone saw that the charge was zero, and took a screenshot they will adjust the ticket. But if you didn't notice, they tell you its your problem and you need to contact the app developers. They clearly want to keep being able to charge the cost of a ticket ($44) rather than the cost of actual parking ($11). There is a complaint process with the City. I have filed one there too, but I want to cover my bases, because they clearly have no intention of fixing the issue moving forward.

  Business response

  20/09/2024

  Good day,           
  
  My name is ***** from the ********************** at Impark. We have reviewed ******* complaint and can confirm that notice 61D106942 has been voided. 
  
  We appreciate your time on this matter.    
  
  Regards,           
  Tracy  

• Initial Complaint

  13/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 26 paid for parking from 19:22-21:22 and still got a notice at 21:07, #*********. Disputed twice online with proof and still got a letter for collection.

  Business response

  17/09/2024

  Hello The Better Business Bureau,
  
  My name is ****** from the Enforcement Team at Impark.
  
  Our team has reviewed the parking notice and determined that the lot where
  the vehicle was parked is designated as pay parking, as indicated by the
  signage. Therefore, payment is required at all times when parked at
  this lot.
  
  We have confirmed our records and the receipt provided
  by Mr. **** ** is for an incorrect location. The vehicle was found in
  Lot 2223 for T&T Customer's Only as displayed on the signage and
  pillars, while the payment was made at Lot 2221 for the General Public.
  Payments are not transferable between the two locations.
  
  Parking Notice ********* will be voided for this instance only. We kindly
  request for Mr. **** ** to use the correct meter when paying for
  parking.
  
  We greatly appreciate The Better Business Bureau for bringing this to our attention.
  
  Regards,

  ******

• Initial Complaint

  11/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a parking notification from Impark as my pass was not visible. I submitted a photo of the pass and notification per Imparks instruction via their customer service portal. A response was not provided within the 10-day window as promised and my request to have the notification reversed was denied with no explanation.

  Business response

  18/09/2024

  Good day,            
  
  My name is ***** from the ********************** at Impark. We have reviewed ***'s complaint. We do strive to assist our customers in a timely manner. Please convey our apologies for any inconvenience caused to the customer. 
  
  We can confirm that notice 05D643464 has been voided.        
  
  We appreciate your time on this matter.    
  
  Regards,  
  Tracy 
  

  Customer response

  19/09/2024

   
  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

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was given a parking violation for not purchasing a valid parking ticket. The only ticket machine was not working with no other option onsite to purchase a parking ticket. When trying to reach the company to dispute there was no way to do this online only over phone. 6 times I tried different routes but each option either lead to a lengthy hold of over 35mins or was disconnected.this meant there was no way to truly dispute the ticket. We have paid the violation but only so we wouldnt get towed in future. As there was no option to truly dispute the ticket and the only way to do so was via phone we want to persue the issue

  Business response

  12/09/2024

  Hello,
  
  Thank you for forwarding **** ****' BBB complaint and the opportunity to address this matter. After reviewing the details, we can confirm that the parking lot has clear signage and offers multiple payment options, including meters on each level and the hangTag app as advertised on the signage. Unfortunately, a payment was not registered at the time of parking, which resulted in issuance of the notice. 
  
  We understand the customer experienced delays reaching our customer service line and later paid the notice online. However, the notice remains valid and will stand as there was no payment made for parking.
  
  We appreciate the feedback and always aim to improve our services.
  
  Regards,
  Zith

  Customer response

  13/09/2024

   
  Complaint: 22254905
  
  I am rejecting this response because:

  When trying to use hangtag the signal strength in that lot is terrible and could not get my card to be accepted on the app. 
  

  there are no directions to alternative pay machines. I should not have to go and search for an alternative machine to pay. 
  

  this is an easy excuse for a business and why, did the ticket person who put the fines out not go to check the machines work? Is that not part of their job? If not maybe it should be and give customer a break for once.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On ******* my family and I went to ******** to celebrate my birthday. We parked outside the restaurant and just 1 car away from my parents. There was a pay station right beside our parking spot where both of our parties paid. Our parking was good until 6:58. We leave the restaurant to find that we have been issued a ticket for non-payment at 6:25. My parents were not. On the way home I take a photo of the ticket and my receipt and submit it to the Impark website. It tells me I will hear from them within 10 business days. I do not. So I carry on with my life thinking things have been resolved. Instead I receive a final notice for the ticket which states I will be sent to collections. I submit another photo and hear nothing. We call and the employee claims we paid the wrong parking company, despite the pay station being directly next to our car, and that there is nothing they can do about the charge. We ask to speak to a supervisor and are told they are unavailable but will reach out within the next two business days. We are still waiting. There is no clear signage that the open lot we parked in is actually two different lots nor that we should not pay at the station right near us. When we looked it up, it turns out that pay station is inside a building down the other end of the lot. Oh, also, the other company is owned by Impark which is how they were able to see the other lot info. I cant help but feel this is an all-too-convenient way of scamming people into paying incorrectly so they can profit. Terrible.

  Business response

  13/09/2024

  Good day,              
  
  My name is ***** from the ********************** at Impark. We have reviewed ******* complaint and determined that the lot where the vehicle was parked, is designated as pay parking, as indicated by the signage. Therefore, payment is required at all times when parked at this lot. Regrettably, the parking notice issued is valid and upheld. 
  
  There will be Impark signage and branding in Impark lot 60. Advanced Parking lots would have their Advanced Parking signage and branding. Customers must ensure to pay for the lot they are parked in, to avoid receiving notices.
  
  ***** spoke with our ********************** on September 4th, 2024. We provided a resolution to ******* dispute, when we advised ***** that the notice is valid and upheld, due to no record of payment. As a courtesy, we reduced the notice to $81.47 for 7 days. 
  
  We appreciate your time on this matter.        
  
  Regards,       
  Tracy  

  Customer response

  21/09/2024

   
  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

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Parked at ****** and paid for parking. Upon leaving we received a ticket from Impark. I immediately filed a dispute with impark sending them a picture of their ticket and our paid parking which was paid in full one minute before their employee put the ticket on our windshield. We never heard from Impark until two weeks later when they sent us a letter threatening to send the case to collections. I have their ticket and ours filed away. I will not throw them out until the threat of collections and our parking "violation" has been erased but they will not respond by email or to phone calls.

  Business response

  19/09/2024

  Hello,
  
  Thank you for passing along *** ****** BBB complaint.

  Upon checking, the notice has been voided on 9/5/2024 through the webform #******** submitted by the customer. No further action is required.
  
  We greatly apprecaite your time and patience.
  
  Regards,
  Zith
  

*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. ↩