A parking app has caused "utter chaos" and "distress" for shoppers at a busy Colchester car park — but Q-Park has apologised and blamed a "transitional period" as it takes over the site.
The app is used to pay for parking at Nunns Road car park, by Fenwick, following a recent switch from NCP to Q-Park.
One shopper, who did not wish to be named, said he had experienced problems with the app and had seen other motorists struggling too.
"I want to bring attention to the utter chaos which Q-Park has caused at Nunns Road car park," he said.
"Being unable to pay at a machine is causing distress to many shoppers."
According to the shopper, 30 other motorists were also having problems, and the former payment machines had been covered up, with drivers now directed to scan a QR code instead.
Among the issues he reported were the app freezing, no parking rates displayed at the gate, and drivers being told how much they owed only when they tried to leave — with a £100 fine if it went unpaid.
He said: "I tried on Saturday to download the app and use the payment system, and after reaching my bank the app froze, so I was unable to pay for my parking.
"It surprises me that it appears to have been put into use without any thought by anyone.
"Having to log on when you leave to pay is unusual — and what if you forget? More money to the car park owners.
"It's especially hard for older people who aren't able to use that technology."
The shopper contacted Colchester City Council, Fenwick and Q-Park about the issues. Colchester City Council, he claimed, said it had "no jurisdiction" over the car park, while Fenwick said it also had no control and that responsibility lay with Q-Park.
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A second shopper, who also did not wish to be named, said: "Confusing signage and open barriers make it difficult for customers to know how to pay."
She said she parked at the car park on Tuesday, August 25, and downloaded the app, but it did not register her paid session. Following back-and-forth communication with Q-Park, she said she has not been issued a penalty charge notice.
Q-Park apologised for the "inconvenience" caused during the changeover. A spokesperson said: "When the previous operator vacated the facility, the existing parking equipment was switched off and the associated servers were removed. As a result, the Q-Park app has temporarily been the only payment method available.
"Our engineers are working to restore the parking equipment as quickly as possible, after which customers will once again have access to additional payment options.
"Since introducing app payments at the facility, hundreds of parking sessions have been completed successfully on a daily basis. However, we recognise that a small number of customers have experienced difficulties and we appreciate their patience while the transition is completed."
The firm added that although the app cannot retrospectively start a session, customers unable to pay at the time can select and pay for the length of time they parked later the same day, and this will be accepted as valid payment.
Q-Park said it planned to invest in both the High Street and Osborne Street car parks in Colchester once the transition is complete, including refurbishment, EV charging points and its PaSS number-plate recognition technology, which it said was already used across seven other European countries.
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