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

  
• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

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:03/24/2024

  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.

  Way.com signed me up for a paid subscription and charged a card on file without my consent. I've used this service to reserve parking in the past, but never signed up for a paid subscription service. This is the most heinous example of a company adding charges without consent that I have ever been part of.

  

  Business Response

  Date: 03/26/2024

  Hi ******,

  Thank you for notifying us about your inconvenience and cancellation request of the subscription charges. Please note that you have been subscribed to our Way+ Sapphire subscription plan as a trial version and was notified by a confirmation email and also, another email with an option to proceed with cancellation or continued usage from the next month onwards before it becomes paid. We assume that both emails went unnoticed and the subscription continued to charge you. However, as per your request we have cancelled your subscription with a refund and you won't be getting any charges in the future. Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:03/23/2024

  Type:Customer Service 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 Ive been using the car wash app way.com since mid- late 2023 At the ******* location at **************************************************************** in ****** and I keep having issues with the scanning on the app to scan a barcode to activate the car wash. It will work but then there are times during the month at least once a month. I have to keep calling customer service and speaking to somebody named ****, at this point he knows who I am when I call this seems to be a common occurrence at this location at least that I know of. It is very inconvenient that I am paying for my car wash subscription and then its not working when I do call and the **************** says h*** call me back with an update. He never calls me back. I have to keep bugging him to at least find out whats going on And when I do call once a month, the issue wont be resolved for at least a week or a little over a week. I have been offered a refund one time, but This is becoming frustrating that this is happening all the time now I email him but at this point, Im just getting frustrated and I want them to please just fix the issue and keep me in the loop.

  

  Business Response

  Date: 03/26/2024

  Hi ******,

  We're sorry to hear that and we would love to take a look at the issue. Please reach out to our customer support team at **************** We will get back to you at the earliest. Thanks for your understanding and patience.

  - Way Team

   

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21476640
  
  I am rejecting this response because: Issue keeps on happening And they Wont give a clear answer and fix the issue
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/28/2024

  Hi ******,

  We'd like to understand the issue and help you with it. Kindly share your details at **************** We will check and get back to you on this.

  - Way Team

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21476640
  
  I am rejecting this response because: They are acting like they dont know what I am talking about the person **** knows exactly who I am at this point thats unacceptable.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/05/2024

  Hi ******,

  As we already mentioned, our dedicated car wash team will help you with this issue if reached out to **************** Thank you.

  - Way Team

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21476640
  
  I am rejecting this response because: I have reached out many times in the last few months and its hard enough to get a hold of somebody but they dont handle the issue properly. The issue keeps on happening over and over again. They need a permanent fix and Im also wasting money by paying for an unlimited when I can barely use it.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/09/2024

  Hi ******,

  We are sorry to hear that you have not received a satisfactory resolution yet regarding this issue. Please send an email to our manager's team at ************* so we can look into this issue further. Thanks for your understanding and cooperation.

  - Way Team

• Initial Complaint

  Date:03/23/2024

  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 cancelled my way.com parking reservation for reservation number OGI ******** which was worth 118 dollars. To my surprise they refunded me on waybuck credit for ********************************************************************************** waybucks credit instead of back to credit card. but I thought I will used it at some point so no worries there. I had been trying to book a parking again for few weeks on the app but there was no way to apply my waybucks so I sent them message through the app on March 11, 2024. I did not get the reply.. No I have to book parking again for a week from now on so I call their customer service and to my surprise they say that my waybucks expired. I told them that it was not a coupon or voucher. It was my 118 dollars, how can it expire ? also first they fraudulently credit you waybucks instead to your account and then when you try to use. It had already expired as they put expiry date probably on some fine print.. This is fraudulently taking my hard earned money. the way buck that expired is not some coupon/voucher given to me by them. it is my own 118 money. I would like the business to refund me my money back.

  

  Business Response

  Date: 03/26/2024

  Hi *****,

  We are sorry for the experience you had while using our service. We have updated our refund policy last year and as per the new policy, Waybucks has a validity of three months to use on your next reservation. If you have requested for a card refund any time in between, we could have processed it right away. But unfortunately, we didn't receive any request from your end. However, as a valuable customer we want to make this right for you. We will add the 2600 Waybucks points back to your Way account so you can use it within the next three months on your next reservation. If you need further help on this issue, please reach out to our manager's team at *************.

  - Way Team

• Initial Complaint

  Date:03/21/2024

  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.

  They denied my transaction and then came back later and charged me over $200. Never told me they charged me. I was unable to use their service and they refused to refund my money. I never gave them permission to run my card multiple times. I ended up paying more to park somewhere else and then after the fact they charged me too. Very dishonest company. Do not give them your information.

  

  Business Response

  Date: 03/22/2024

  Hi *****,

  We are sorry to hear about your experience with us. Please note that as a third party online marketplace, we are liable to pay to the parking facility for each spot allocated to our customers as per the contract we have with them. Our cancellation and refund policy doesn't allow us to initiate any refunds after the check-in time without the lot's approval. However, as a valuable customer we want to make this right for you. In order to reach out to the parking lot on your behalf for your refund request, kindly provide us with the alternate receipt of your parking that you have ended up at. We will review it and get back to you at the earliest. Thanks for your time and patience.

  -Way Team

• Initial Complaint

  Date:03/19/2024

  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.

  Tried to cancel a reservation but phone was never answered, voicemail full, no response to texts, no response to emails. Tried to cancel with both WAY and the lot of my reservation per their instructions. The website only provides partial information. The rest is provided AFTER making the reservation, and only once the app has been downloaded. Further, I have been getting spammed by WAY and there is no option to unsubscribe from their flood of solicitation emails that I never consented to.

  

  Business Response

  Date: 03/20/2024

  Hi *******,

  We are so sorry to hear about your experience while using our service. Could you please share us with the screenshots of your call log that shows you have tried to contact the parking lot or Way before your check-in time? Please understand that this is essential for us to move forward with any refund requests after the check-in time as per our cancellation and refund policy. If you need further assistance, please reach out to our support team at **************** Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21456209
  
  I am rejecting this response because: WAY has requested screenshot proof that I tried to contact either WAY or the lot. I have emailed those over, and attach them here as well. 

  I include screenshot of calls and texts prior to check-in, the confirmation email that forces customers to download their app and all its cookies in order to view the reservation that I just paid for, the confirmation page within the mandated app that provides absolutely no information on how to cancel, and a screenshot of the pre-purchase page regarding refunds that made it sound like it was just so easy peasy. 

  WAY, please refund the $31.45, and do better by your customers. 

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

  

  Business Response

  Date: 03/22/2024

  Hi *******,

  As per your request, we have initiated a full refund back on your card based on the evidence submitted. This will be reflecting on your original payment method in 7-10 business days. If there is anything else that you can help with, please feel free to reach out to us. Thanks for your time and patience.

  - Way Team

• Initial Complaint

  Date:03/06/2024

  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.

  Two months ago, I utilized the Way.com app to reserve car parking, making a one-time payment for the service. I did not sign up for any subscriptions, yet I am consistently being charged $1.95 each month, which appears to be suspicious. Despite spending over an hour attempting to contact their customer service by phone, I have been unsuccessful in reaching an operator. It raises concerns about the legitimacy of Way.com.

  

  Business Response

  Date: 03/07/2024

  Hi *****,

  Thank you for notifying us about your inconvenience and cancellation request of the subscription charges. Please note that you have been subscribed to our Way+ Sapphire subscription plan as a trial version and was notified by a confirmation email and also, another email with an option to proceed with cancellation or continued usage from the next month onwards before it becomes paid. We assume that both emails went unnoticed and the subscription continued to charge you. However, as per your request we have tried to  cancel your subscription with a refund but unfortunately, we are unable to locate your details. Could you please help us with the email or phone number that you have used for the parking? We will get back to you with a confirmation regarding your refund once we are able to locate the details.  If you need immediate assistance, please reach out to our support team at **************** Thanks for your understanding and patience. 

  - Way Team
  
  

• Initial Complaint

  Date:03/05/2024

  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.

  I just tried to use Ways this past weekend, under the name Airportsparking.com and made a reservation at an ******* parking venue near the airport. Ways *never* sent a confirmation email to me, and after charging my card $23, and never receiving the confirmation email, I reached out via contact form to them 2-3 x as the day of the flight approached. No answer. So I immediately cancelled my cc card and reversed charges, due to the fact Ways is falsely charging people with no intention of giving them what theyve paid for, and possibly skimming credit cards. I had to make a new parking reservation through a different company after checking 7-10 times in my email for their confirmation which never came, and paying for the reservation-, so frustrating. After returning from the trip, Ways magically reached out via email 3 days later after the reservation, and said they had sent a confirmation (they hadnt- I checked spam folder, inbox many, many times- nothing), and then they showed a made up or possibly photoshopped confirmation letter they said they supposedly had sent me. (It was photoshopped because the fake confirmation didnt have my email on the To: section, didnt have the last 4 digits of my cc number, had no details of my car I had filled out in their form- I told them politely I never received it. They refused to refund it. What was unbelievable was they had started to even try to reach out 3 DAYS after I sent the help request to them and the trip was done! I literally was in another parking venue lot I had to find and pay for, after returning from my trip, before they even reached out with the fake confirmation email! SCAM SCAM SCAM. Shame on you Ways for scamming people of money and not delivering! Just look at the other reviews! And they get around these reviews by coming up with new different names for themselves like airportsparking.com and doing it again and again.

  

  Business Response

  Date: 03/05/2024

  Hi ***,

  We are so sorry to hear about your experience while using our service. Please note that an automated email will be sent out to all our customers once a reservation is confirmed. We are not sure about what happened in your case. As a third party online marketplace, we are not authorized to refund any reservations after the check-in time without the approval of the lot. If we does, then the parking lot will charge us for that space despite of being used or unused as per the contract we have with them. However, as a valued customer, we want to make this right for you. Could you please provide us with the receipt of the alternate parking that you have used? We will reach out to the facility on your behalf for a refund and get this resolved as soon as possible. We apologize again for any inconvenience caused to you by this issue. Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:03/01/2024

  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.

  This is order summary Order Summary$95 Order Date:15 Sep 2023, 09:13 AM EDT Name:******************************* Email:******************* Phone:N/A Parking Lot Name:*********** *** Airport Parking Parking Lot Address:****************************************************************************************** Parking Lot Phone:************* Parking Lot Type:Daily Check-in:Dec 05, 2023 09:00 AM Check-out:Dec 19, 2023 04:00 PM View Map:Click Here Extend Reservation THIS WAS CANCELED AND THEY WONT REFUND

  

  Business Response

  Date: 03/04/2024

  Hi *******,

  We are sorry to hear about your experience due to the trip cancellation. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the parking lot for each spot allocated to our customers as per the contract we have with them. Our cancellation and refund policy doesn't allow us to make any refunds without the approval of the lot after your check-in time or else they will charge us for that space. In order to reach out to the parking facility on your behalf for the refund, we have requested you to provide us with valid evidence. But unfortunately, the screenshots that you have shared doesn't satisfy the guidelines of our policy as per the parking lot's instructions. However, as a valued customer and a one time courtesy, we are ready to provide you with credits for future use after deducting the charges for one day. Please let us know if you wish to proceed with the same so we can initiate the credit/Waybucks refund without further delay. If you need any further assistance, please do not hesitate to reach out to us at *************** or ************. Thanks for your time and patience.

  - Way Team

• Initial Complaint

  Date:02/29/2024

  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.

  Subject: Urgent: Unethical Subscription Practices and Request for Immediate Cancellation Dear Way.com Customer Service,I am writing to express my profound dissatisfaction with what I perceive to be deceptive and unethical subscription practices employed by your company. It has come to my attention that I have been unwittingly enrolled in a monthly service subscription, with recurring charges of $1.95. At no point during my interaction with your services was it made clear that I was committing to a long-term subscription. The information provided was vague and misleading, leading me to believe I was making a one-time transaction rather than binding myself to a continuous payment plan.This experience has not only been frustrating but also alarming, I am not the only customer who has faced such deceptive tactics. This pattern of behavior suggests a systemic issue within your company that preys on consumers trust and lack of clarity during the transaction process.Furthermore, I am appalled by the difficulties imposed on users attempting to unsubscribe from these unwanted services. The lack of a straightforward option to cancel subscriptions and remove personal financial information from your platform is unacceptable and raises serious concerns about your commitment to customer rights and data privacy.Given these circumstances, I demand the immediate cancellation of my subscription and a full cessation of all charges associated with it. Additionally, I insist on the removal of my credit card information from your records to prevent any future unauthorized transactions.I expect a prompt response to this complaint, confirming the cancellation of my subscription and the deletion of my financial information from your system. Failure to address these issues satisfactorily will leave me with no choice but to escalate this matter through consumer protection agencies and consider legal recourse to safeguard my interests.

  

  Business Response

  Date: 03/03/2024

  Hi ******,

  Thank you for notifying us about your inconvenience and cancellation request of the subscription charges. Please note that you have been subscribed to our Way+ Sapphire subscription plan as a trial version and was notified by a confirmation email and also, another email with an option to proceed with cancellation or continued usage from the next month onwards before it becomes paid. We assume that both emails went unnoticed and the subscription continued to charge you. However, as per your request we have cancelled your subscription with a refund of all the charges and you won't be getting any charges in the future. We are not authorized to handle your account for the removal of your credit card information but you can remove all the personal information through our app or website by logging in to your account using your email.  Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:02/29/2024

  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.

  I contracted with way.com, aka cheapestairportparking.com, for parking near ***************** from 2/18/24-2/23/24 and prepaid. The day of my trip enroute to the airport I received a email advising that the parking location I had reserved was unavailable and that I was being placed in a different location. The alternate location was farther from the airport and did not provide shuttle service every few minutes (only on the hour) such that I had to Uber to and from the airport in order to make my flight and not have to wait at the airport for an hour upon return and then overstay my reservation at the parking garage. I was also charged an oversized vehicle fee which I was not advised of when I made the reservation. The company did a bait and switch. I paid for one set of services and received something completely different which was of lesser value, was completely inconvenient and ultimately cost me more money. I tried to resolve it with the company and was basically told too bad. All I was looking was for a credit back for the additional cost I incurred due to their changing the parking location from that which I reserved to one that they chose. I had no alternative but to park in the alternate location otherwise my entire family and I would have missed our flight. Attached are the Uber receipts, the additional parking fee and my email correspondence with the company. Also attached is my initial confirmation for the parking I reserved.

  

  Business Response

  Date: 03/03/2024

  Hi *********,

  We are extremely sorry for the inconvenience you had at our partnered location. Please note that Way is a third party online marketplace and we do not own or operate any of the facilities on our website/app physically. You were moved to another location as requested by the parking lot that you have booked initially, and thus to avoid being in a stranded situation. We totally understand your frustration and inconvenience caused by this issue and we sincerely apologize for that. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. As a valued customer, we want to make this situation right for you. We are ready to reimburse you as credits worth $85 for the extra charges incurred as per the receipts you have shared. Unfortunately, a refund back on your card is not possible at the moment because it requires an approval from the parking facility which may take more time. Please let us know if you wish to proceed with the same so we can initiate the credits refund without further delay. Once again, we apologize for the inconvenience caused to you and we will make sure that such incidents are not repeated in the future. Thanks for your understanding and patience.

  - Way Team