Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Way.com

  Fremont, CA 94538-6544

  
• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

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:07/13/2024

  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.

  07/13/2024 this is not about the money this is about accountibility! Or honest mistake or computer error. Same day I call them to let them no about dates were wrong on my reservation,I ask for july 14 to july 18. The computer error was. 1 day parking which was the 13th til the 14th. Ask for someone to help me and operator that really couldn't understand at all brush me as I was highly upset and said things I'm not use to saying. I think this I learn a great deal when business have you go online that put them in position to not Be apart of the problem! Now noting was accomplished and monies gone! His words no refund get another reservation!

  

  Business Response

  Date: 07/17/2024

  Dear ********,

   

  We sincerely apologize for the inconvenience caused by the reservation error and the frustration it has led to. We understand that this situation was not about the money but about accountability and trust in our service. Please be assured that we have addressed the computer error and have issued a full refund. We are also reviewing our customer service training to ensure our operators can better assist and understand our customers' needs. Your feedback is invaluable to us, and we are committed to improving our services to prevent such issues from occurring in the future.

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 purchased a parking session of a local parking garage on Way.com for 8 dollars. When I tried to leave the garage, I used the bar code way.com sent to me, but it didn't work. I pressed the call button and the garage manager told me that they don't accept Way.com orders anymore, which I didn't know. Since there were cars lining up behind me, I had to pay 22 dollars to exit the garage. After this, I tried to ask Way.com to reimburse the 22 dollars I paid because this was solely due to their mistake: the service I paid for did not work. They refused to reimburse 22 dollars and only wanted to refunded me 8 dollars. This is very unfair and I would like BBB to help me with this.

  

  Business Response

  Date: 07/15/2024

  Thank you for bringing this to our attention. We sincerely apologize for the discomfort and inconvenience you experienced. We are committed to ensuring a safe and respectful environment for all our customers, and we regret that we did not meet this standard in your case. Unfortunately we only have an option to initiate a refund for the amount you got charged from our end. We value your feedback and would like to offer Way Bucks credits worth $8 which you can use for further bookings. 

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (a compensation of 8 dollars Way Bucks credit to my account under *********************** is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/07/2024

  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.

  On June 1, 2024, I purchase a parking spot at a garage in ********* through the Way App. It was for a one-time parking spot and at the time of purchase, there were no notifications of a free trial to their Way + subscription, an auto-renewal to such subscription after the first month, and no approval sought to have my credit card information saved on my account (I never even created an account). One month later, I get an email in my spam about my Way+ subscription being auto renewed unless I cancel my subscription. I had no way of even logging onto my account, since I never created one. I was eventually able to log on after creating a new password and when I tried to remove my credit card information that was somehow saved on my account, an error message kept coming up saying that it could not be removed. I was able to find the auto-renewal option and turn it off and delete my account but still was not able to remove my credit card information. I would like their process of 1) signing people (who are just seeking to purchase a one-time parking spot like me) up for their App and Way+ subscription without proper, conspicuous notice and 2) saving their credit card information without their knowledge and consent (without allowing it to be deleted) reviewed to ensure such process is in compliance with all applicable laws.

  

  Business Response

  Date: 07/11/2024

  Hello ******,

  We understand your concerns regarding the Way+ subscription and the handling of your credit card information. Our policy ensures that customers are informed about subscription terms and the storage of payment details. We apologize for any inconvenience caused and are reviewing our processes to prevent such issues. Please contact our customer service at ************* for assistance with removing your credit card information and any other concerns you may have. We are committed to compliance with all applicable laws and to providing a transparent and customer-friendly experience. Thank you for bringing this to our attention.
  

• Initial Complaint

  Date:07/05/2024

  Type:Product 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 July 5th, around 1400 local time, I booked parking through way.com The parking was supposed to have free cancellation, as advertised on their website.It was supposed to be at 1430 that day until July 19th at 1630. It said the price was $6.95 a day, but didn't send me a receipt except for a "free membership".I had to download an app to get a receipt. Upon downloading the app I discovered I was not getting the price advertised and that I only had the option to cancel and receive an undisclosed number of "Way Bucks". Instead I tried calling, but by the time I got through, I was on hold past the check in time. They said since it was past checkin they couldn't refund me. I did not park with them and insisted I needed it cancelled and that they should refund the $275, since it was much more than the advertised price. They were supposed to call me back, but I have not yet received a call.

  

  Business Response

  Date: 07/10/2024

  Hello ***,

  We sincerely apologize for the confusion and inconvenience you have experienced with your parking reservation through Way.com. We understand that discrepancies in pricing and the challenges faced in obtaining a refund can be frustrating.
  
  Upon reviewing your booking details, it appears there was a misunderstanding regarding the rates advertised. Our manager attempted to contact you to clarify the situation but unfortunately could not reach you. Please note that the rates for the location you booked have never been as low as $6.95 per day. The correct rates for the dates of your reservation were as follows: July 5th-8th at $20 per day, July 9th-16th at $13.95 per day, and July 17th-19th at $9.95 per day.
  
  We regret any miscommunication regarding the cancellation policy and the issuance of Way Bucks instead of a direct refund. We are committed to ensuring our customers' satisfaction and would like to resolve this matter to your contentment. Our customer service team will reach out to you shortly to discuss a suitable resolution. In the meantime, if you have any further questions or concerns, please do not hesitate to contact us directly.
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21946874
  
  I am rejecting this response because:

  The solution here is clear - the business can issue a refund. I appreciate the fact that they are trying to reach me; but I already reached out to customer service and tried to resolve the issue. When they said they could contact me later, I informed them that I was leaving for international travel for two weeks and would have very little access to phones. I followed their processes - attempting to cancel via the website (advertised as free cancellation) and was only given an option for "way bucks" - then when I reached customer service, after a long wait, it was after "check in time" and they wouldn't cancel. I made the call well before check in time and never utilized the service. 

  Again, I appreciate that customer service would like to follow up, but the resolution here is to simply follow through on the customer commitment and return the money. At no point in my transaction was a rare other than $6.95 shown - despite what is said in the response. And at no point was a total rate or receipt made available to me - when I "paid" it appeared as if all I did was make a reservation and sign up for a $0 (free) membership for the first month.

  I am also concerned that this business has not cancelled this "membership" and will continue to charge me in the future. I emailed and requested that they cancel any membership, but didn't see a reliable way to confirm.

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

  

  Business Response

  Date: 07/17/2024

  We are awaiting confirmation from the lot manager regarding the status of your reservation. Upon reviewing our call logs, we could not locate your number. Could you please provide the phone number you used to contact us, to assist us in verifying our records? Alternatively, a screenshot of your call or message would be helpful.

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21946874
  
  I am rejecting this response because:

  My phone number is ************.

  I called on July 5th (as indicated in previous communications). You requested a screenshot of the call or message... but I'm not sure what this request means - I don't have a screenshot of audio. Are you looking for proof that I made the call? The number I dialed was ************
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/01/2024

  ***,

  I hope this message finds you well. Unfortunately, we are currently unable to confirm the usage of your reservation. To assist you further, we kindly request the phone number used to make the call to our support team. This will enable us to retrieve the relevant call log and expedite the resolution process.
  
  We understand the importance of clear communication and have attached the screenshots previously sent to reiterate the pricing as listed on our website at the time of your booking. Transparency is key to our service, and we want to ensure that all information is conveyed accurately.
  
  Please be assured that we are committed to following our standard procedure for refunds. The prompt provision of the requested information will greatly assist us in reviewing the call you made to us and determining the appropriate next steps.
  
  We appreciate your cooperation and look forward to resolving this matter to your satisfaction.
  
  

  

  Business Response

  Date: 08/01/2024

  ***,

  I hope this message finds you well. Unfortunately, we are currently unable to confirm the usage of your reservation. To assist you further, we kindly request the phone number used to make the call to our support team. This will enable us to retrieve the relevant call log and expedite the resolution process.
  
  We understand the importance of clear communication and have attached the screenshots previously sent to reiterate the pricing as listed on our website at the time of your booking. Transparency is key to our service, and we want to ensure that all information is conveyed accurately.
  
  Please be assured that we are committed to following our standard procedure for refunds. The prompt provision of the requested information will greatly assist us in reviewing the call you made to us and determining the appropriate next steps.
  
  We appreciate your cooperation and look forward to resolving this matter to your satisfaction.
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  We purchased discounted parking through way.com (under their other name cheapestairportparking) at ************ parking lot for a trip to ****** that lasted two weeks. We purchased it for $141 when we went to leave there was no ** code to enter at the kiosk which was unmanned after spending almost an hour, backing up out of the line for others, to pass me being on the line with way.com as well as the kiosk button verbal attendant. They actually spoke together by me, holding my phone up to the kiosk. The representative for way.com said it was a glitch on their end that the ** did not appear on our email, and that our money would be reimbursed if I would put my credit card in and pay the $195 that I was now being charged full price for . I told him to take down the information and also tell them it took me almost an hour to get out of the lot and when I got all these emails they only reimbursed us for the $141 that we originally booked, for they just canceled our order and offered nothing else, we couldve easily spent just the 210 to park at the airport. We were trying to save money for our trip so we could do things on our trip. It was a mile from the airport and we had to use the transit system and spend $15 more to get to the parking lot , we would like reimbursement for the difference between 141 that we expected to pay and 195 that we had to pay. Thank you just that this business upholds their end as advertised. The tracking code from way.com instead of an i it may be a 1.

  

  Business Response

  Date: 07/10/2024

  Hello Joy,

  We sincerely apologize for the inconvenience you experienced with your parking reservation. We understand that the absence of the ** code caused significant delays and confusion, and we regret the frustration this has caused. It is clear that this situation fell short of the high standards we strive to maintain for our customers.
  
  We appreciate your feedback and have taken note of the tracking code discrepancy you mentioned. Our team is actively working to ensure such glitches are rectified promptly in the future. As a gesture of our commitment to customer satisfaction, we are providing a $54 credit towards your future reservations with us. While we are unable to offer a cash refund for the additional amount paid, we hope this credit will serve as a token of our goodwill and assist you in your future travel plans.
  
  Thank you for bringing this matter to our attention. We value your business and are dedicated to making things right. Should you have any further concerns or need assistance with your credit, please do not hesitate to contact us.
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Booked and prepaid $25 parking in nyc garage on Way.com website. When i went to the garage they said the reservation was not valid because i came in too late and made me pay again. My reservation was from 9am to 5pm that day and i came in at 10:12am I reached out to Way as there was nothing indicated about me getting to garage before a certain time and they said they will look into it but never got back to me. Reached out a few times asking for a $25 refund, provided receipt of the fee paid for reservation as well as receipt from garage showing that i paid garage directly but still no response. Seems like a scam practice. Plus i found out that they somehow automatically signed me up for a membership which i did not select. Very questionable business practice which leads me to believe this is scam.

  

  Business Response

  Date: 07/10/2024

  Hello ****,

   

  We apologize for any inconvenience caused. It appears that you have raised a dispute regarding the charges. We kindly request that you retract the dispute with your bank or credit card provider. Upon confirmation that the dispute has been retracted, we will promptly process your refund. Additionally, for a smoother resolution, please provide a letter from your bank confirming the withdrawal of the dispute. Thank you for your cooperation.

• Initial Complaint

  Date:06/29/2024

  Type:Product 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.

  Been using way.com for years, recently they got very sneaky and shady about some type of $1.50 subscription.After choosing to book a parking and get to checkout page, I noticed that a box that was auto-checked about signing up a subscription. I unchecked it, and was a bit annoyed.I proceeded to add my credit card to pay, after card-add page, I was taken back to the checkout page, THE CHECKBOX WAS CHECKED AGAIN! I unchecked AGAIN and swiped/clicked pay button, a page showed up asking my email and phone number.Provided email and phone number on the page, then was taken back to checkout page again and BOOM, THE **** CHECKBOX FOR THE SUBSCRIPTION WAS CHECKED AGAIN.Had to uncheck again and was finally able to pay. Essentially way.com tried to sneakily sign me up for their service that I DID NOT ASK FOR, THREE TIMES! This has got to be close to scamming and something that can result in fines right?Would love to have an answer from way.com about why this is setup the way it is. Is it the money?

  

  Business Response

  Date: 07/03/2024

  Please accept our sincerest apologies for any inconvenience caused by the auto-subscription feature. We assure you that it was not our intention to enroll you in any service without your clear consent. It appears there may have been a technical issue with our application or website. Rest assured; this matter has been escalated to our IT department for investigation. If you have any further questions or need additional assistance, please feel free to contact our support team at ****************

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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.

  In summary, I was charged twice by the same company for the same service. One charge was in the name of Way.com and one in the name of Global Parking (both the same company according to BBB records). The company only had to pay one parking lot owner, because my car was only in one lot during the term of service. So the company has improperly received $52.40 for which it incurred no expense and provided no service.On April 6, I was prepared to purchase a spot in a parking lot in **********($52.80) and had the spot in my cart and was reviewing the terms before hitting the "buy" button. During my review, I found that the shuttle for that lot did not begin service until 7 am, after the time we needed to leave for the airport. I quickly found another lot that had shuttle service beginning at 6.a.m. in ************ ($35.85) I was unable to find the open browser tab for the Alexandria lot but checked my email and had not received a receipt. I then made the $36.85 purchase and got a receipt.It is obviously difficult to prove you never received an email that a company says it sent as Way.com did in its response to my credit card company. However, in this case I can prove without a doubt that I had a purchase in the Way.com system on which I never acted. I received two emails on behalf of the company asking me to complete my purchase that was in the cart after the charge was made. It is unthinkable that a company would charge a customer for an item that was put in the "cart" before the "buy" was hit. What is unconscionable is that Way.com employees changed the details of the transaction in the response to my dispute. They responded to my credit card company using the details of the transaction that I did approve to bolster their claim that I made the disputed transaction. I would ask BBB to have Way.com dba Global Parking submit the details of both the $52.40 and $36.85 transactions so I can prove I was charged twice for the same service.

  

  Business Response

  Date: 06/27/2024

  ********,

   

  Upon examining the reservation details, it has come to our attention that there is an ongoing dispute regarding the charge from Way.com. We kindly request that you withdraw the dispute so we may proceed with issuing your refund. Currently, the dispute status is preventing us from processing the refund, as it triggers a company-wide block on the transaction.

• Initial Complaint

  Date:06/26/2024

  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.

  I booked a parking spot but realized that it was the wrong location. The website said that there is a free refund before the scheduled date, and this was almost 15 minutes after I booked the spot which is almost a week before my trip. **** then refunded me, but in "Way bucks", but I wanted a refund in my account.

  

  Business Response

  Date: 06/27/2024

  Hello ****,

   

  I went ahead and refunded your credit back to your original payment method. You should be able to see that within 5-7 business days.

  Customer Answer

  Date: 06/27/2024

  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:06/25/2024

  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 was supposed to park my car for 5 days from June 13 to June 18 In this parking lot, they offer shuttle service on time, we got to the parking lot on June 13 2024 took the shuttle and this person did not put a GPS to terminal 4, pass near the terminal mltiple times and had us in this van for 38 minutes making us missed our flight, we went to get my car not even an hour later and it was hit in the bumper, I ask for my refund since I was not using the parking lot because it was there fault I missed my flight they failed to provide the service they offer and they say to call this phone number ************, I called them and they say they will respond, when they responded their reply was no refund because you were supposed to cancel before check in, they were responsible for me missing my flight and I did not use the services, the parking lot I ask for my money the same day, I called and they just hang up the phone.

  

  Business Response

  Date: 06/26/2024

  ********,

   

  We're committed to delivering an exceptional experience to all our customers. If you have any feedback or need assistance with an issue, please feel free to reach
  out to a supervisor at *************. We are determined to resolving this issue with you as soon as possible.