Complaints

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

close

Find a Location

Way.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/07/2023

  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.

  Date of the transaction: March 29, 2023 Amount of the transaction: ****** Business purpose: Guarantee a functional parking lot to park my vehicle for a few days during my trip for a conference in *********** Nature of the dispute: I went to the parking lot they assigned me and when I get there, the doors are completely gated, the lot was empty and there was no attendant, so I had to drive long-term to park in ***, take the shuttles to the airport and as consequence, missing my flight to *********** for a conference where I was a speaker.Has the company done something to fix the issue: No, they claimed that they couldn't do anything because the cancellation should have been done before the check-in.

  

  Business Response

  Date: 04/10/2023

  Hi *****,

   

  We are sorry to hear about your experience at our partner's parking facility. Thanks for bringing this to our attention. Could you please share us with your confirmation number or email that you have used for the booking? We are unable to verify your reservation details at this moment without further information. Please note that Way is a third party online market place and we do not own or operate any of the facilities listed in our website physically. Please send us the alternate receipt of the other *********** have ended up with also so we can review it and get back to you. Once again, we apologize for any inconvenience this may have caused to you.

   

  - Way Team

• Initial Complaint

  Date:04/03/2023

  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.

  Parked at way.com lot, **************. On returning, attendant had locked my keys in the car. He then bent the doorframe retrieving them. Way.com offers nothing.

  

  Business Response

  Date: 04/10/2023

  Hi ****,

   

  We are extremely sorry to hear about your experience at our partner's parking facility. Please understand that we are a third party online market place and we do not own or operate any of the facilities listed in our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. However, we always value our customers and look into their issues seriously. We will try our best to make it right for you within our limitations. If you had a damage to your vehicle please share us with the police incident report. We will review it and get back to you.

   

  - Way Team

• Initial Complaint

  Date:04/02/2023

  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.

  Reserved and prepaid for a parking spot only to arrive and be told there were no spots at lot. This cause me to have to find an alternate lot at the last minute (for more money) and almost miss my flight.

  

  Business Response

  Date: 04/10/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that we are a third party online market place and we do not own or operate any of the facilities listed in our website physically. We understand your frustration and inconvenience however, we do not intend to create any inconvenience for our customers as we value each of them on first priority. This usually happens due to a miscommunication from the parking lot's end or last minute updates without prior notification from them. We always strive to deliver the best service for our customers but unfortunately, such mishaps rarely happens and we want to make it right for you within our limitations. Could you please share us with the final receipt of the other parking facility you have ended up with? This will help us to avoid such incidents in the future by keeping it in our records and to get an approval from the lot to initiate a full refund for you. Again, we apologize for all the inconvenience you had and thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19887381
  
  I am rejecting this response because:
  
  

  1) I have both emailed the receipt and attached to this complaint.

  2) Regardless of what I ended up doing, you did not fulfill you service- the parking lot refused to accept my car.  Why do you or they need a copy of another receipt.

  3) How can you accept payment in full for a reservation and then claim no responsibility for fulfilling the service

  4) I expect of refund of the amount I needed to pay ($248.36) to get the service you were to pay.  Of course, if this goes to court I will expect much more.

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

  

  Business Response

  Date: 04/18/2023

  Hi ****,

  We are so sorry for the inconvenience caused to you due to the lot full issue. We are ready to refund you the amount that you paid us and as per our policy we need a valid alternate receipt to confirm the non usage of the lot as the facility couldn't pull up that information from their system. However, we see that the transaction has been disputed. Please note that once a transaction is been disputed, your funds will be held by your bank and we won't have any access to it until the dispute is dropped or the bank rules in favor to either party after ***** days review period. If you wish to work with us to resolve this issue without further delay, we would be happy to guide you through the next steps. Please let us know if you wish to work with us for a refund or to proceed with the bank review period so that our dispute team can get in touch with you with further information. Thank you.

  - Way Team

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19887381
  
  I am rejecting this response because I want to be reimbursed for what I had to spend to arrange last minute parking.   The whole point of prepaying parking is to avoid the aggravation and spend less money.  Way.com did the opposite.  And now the only thing they are offerings is to not charge me for their "service."  

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

• Initial Complaint

  Date:03/30/2023

  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.

  Way.com listed my business and sold services from my business without my permission. I need my business to be removed immediately. ***********************************************************************************************************************

  

  Business Response

  Date: 04/04/2023

  Hi ****,

   

  We are extremely sorry for this listing on our website. Thank you for bringing this to our attention. We have already escalated this issue to our internal management team to investigate how this happened and the listing was also removed from our website. Again, we apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:03/29/2023

  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.

  I wish to Cancel my reservation. The company makes very difficult to cancel .The web site indicated that shuttle service was provided. On my confirmation, indicated that NO SHUTTLE is Provided. This is an example of a **************

  

  Business Response

  Date: 04/04/2023

  Hi ****,

   

  We are sorry to hear about your inconvenience while using our service. We see that your order has already been cancelled and refunded as per your request. If you need any further assistance, please reach out to our support team at **************** Thank you.

   

  -Way Team

• Initial Complaint

  Date:03/21/2023

  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 December 17, 2022 I made a parking reservation close the airport for the dates of Dec. 23-Jan. 1. I accidentally booked two reservations on line because it looked like the first transaction had not gone through. However, unbeknownst to me at the time, I was charged twice. I did not realize this until I received my credit card bill. When I attempted to challenge what was clearly a duplicate charge with the parking company- the same site, same date, same credit card- the person I spoke with argued that I could have had two different cars to park, which is absurd. I disputed the charge with my credit card, but the parking company challenged the dispute with the same ridiculous argument (I have since cancelled this credit card and am no longer doing business with them).I am requesting a refund for the duplicate charge, which is $169. Please advise. Thank you very much, Sincerely, *************************** PhD ************

  

  Business Response

  Date: 03/24/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our service. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed in our website physically. Also, we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. We see that you have made two different reservations at two different lots and paid in a different time. The first lot you have booked was ************* *********** Parking and the second one was PrimePark *********** Parking PREMIUM which are entirely different lots and booked around 3 days before your check-in date at two different times. The email you have used for the first booking, you misspelled the email as ********************* and that's the reason you never received a confirmation email from our end and for the second booking it was ********************. We have submitted all the evidences to your credit card company and that's how they ruled in our favor. Unfortunately, we are unable to offer you any refunds for these errors and also our customer support team has reached out to you on January 4th and you never replied back. We are unable to consider your request for a refund after these months as the lot was already paid from our end and if we cancel they will charge us for that spot. Hop you can understand our position in this matter and we are sorry for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 04/04/2023

  I am not at all satisfied with the merchant's response to the complaint as the response is comprised of inaccuracies and excuses. First, the two reservations in question are in fact for the same lot on the same day at the same time, which is why the double reservation is obviously an error, a duplicate due to a technical glitch. Secondly, I responded to the correspondence from the dispute department just as soon as I saw it in my inbox. The timing should not be an issue.
     I would like to continue with this complaint until it is resolved, i.e. until I am issued a refund for an obvious, duplicate reservation.
  

  
  

  

  Business Response

  Date: 04/10/2023

  Hi ******,

   

  We have reviewed your request for a refund again and submitted for reconsideration. We will get back to you as soon as we get a response from the concerned department to verify if it's a glitch. We apologize for the delay here and sorry for the inconvenience. 

   

  - Way Team

• Initial Complaint

  Date:03/18/2023

  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.

  On 2/13/23 I booked parking through my way.com app for *************** *** Airport Parking and was scheduled from 2/18-2/25. I arrived at approx 5:30 AM on 2/18 and the parking lot was full. I left this lot and then hastily booked the Tangram *** Airport Parking on this same app, as I was running out of time to catch my flight. When I arrived at Tangram I learned that although it is identified as "*** Airport Parking" on the app, they did not offer shuttle services to the airport. I then left and drove to the airport and parked in short term parking as now had limited time and concerns about missing our flight. I paid way.com $173.22 for the initial parking at ***********, which was unavailable. I paid way.com $84.06 for the parking at the Tangram, which was poorly represented as airport parking, but did not have a shuttle available. Albeit, upon closer observation and reading the details, they do not specifically say there is a shuttle at this location. This is probably my error but I was in a rush and under stress to get to the airport having lost substantial time at *************** and then searching and traveling to another site. I then had to pay $480 to park at the airport. Later than morning, when I had time at the airport I emailed way.com, told them of the issued I had and asked them to cancel my 2 reservations and to refund me. That evening I received a response from them saying that they could not refund the cost of the ************* as they are not liable for the lack of shuttle issue. They asked me to provide my receipt for the airport parking that I paid and said they would review and get back to me. I let them know that I would only receive a receipt when I exited the lot on the 25th but that I would send then. On February 26th I sent them a copy of my receipt and asked that they confirm I will receive a refund. I followed up with them on March 4th and again on March 7th but they have never responded.

  

  Business Response

  Date: 03/24/2023

  Hi *****,

   

  We are extremely sorry for the experience you had while using our services. Thanks for bringing this to our attention. We are so sorry for the delay in responding to you as we didn't notice that the agent who have handled your ticket is no longer working with us. We have refunded you the full amount back on your  card for the reservation OGI26537935 and that will be reflected in **** business days. But unfortunately, we are unable to refund you the other reservation due to shuttle issue because it was clearly mentioned in our website and app that this lot doesn't provide a shuttle service and we have attached a screenshot of the same for your reference. Please understand that we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them and any cancellations after the check-in time apart from any facility issues cannot get approval from the lot for a refund and they will charge us for that space if left unused. However, we totally understand your frustration and we always look into our customer's issues seriously. We sincerely apologize again for the inconvenience caused due to the delay in response from our end. We will make sure that such incidents won't happen again in the future. As a gesture of goodwill, we would like to offer you a discount code which is WAY5 that can be used for your future reservations with us. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:03/16/2023

  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.

  On February 24, 2023 I paid for future parking for my vehicle for my familys trip out of state (Way order #OG126663241). I have used the company Way on numerous occasions without any problems. On March 6, 2023, I parked my vehicle on the purchased parking garage, located at: *****************************************************************************************************************. I parked my vehicle there until March 13, 2023. Entry into and out of the garage is based upon a QR code that the Way APP provides you with. However, upon exiting at the end of my trip, the entire Way APP site was down and I could NOT retrieve my exit QR code, nor could I pull up my previous order. I sat for a very long time trying to exit the garage, but I was literally stuck behind a drop gate. A parking attendant was there trying to help me out and gave me Way customer support phone number. I called Way support and spoke with ******* (Support Agent). She informed me that the Way APP and web site were currently down and not working and informed me to pay for the parking in order to exit the garage and then I could submit my receipt for parking reimbursement. In fact, the parking attendant was listening in on the call and said that he did not know how much to charge me, since there was no proof for how many days I was parked for. Of course, he took my word when I informed him of 8 days and my credit card was charged for $130.I was promised by Way (Lekshmi) that I would receive a reimbursement for being allowed to exit the garage, since the Way APP and web site were down! I have NOT received my refund!!!

  

  Business Response

  Date: 03/20/2023

  Hi ******,

   

  We are so sorry to hear about your experience while using our service. We see that the transaction was already refunded back on your card and that will be reflected in **** business days. Again, we apologize for any inconvenience this may have caused to you. Thanks for your understanding and patience.

   

  - Way team

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19602755
  
  I am rejecting this response because:

  You guys are liars!!

  I was promised a full refund of the exiting price I paid, in order to leave the parking garage!

  Refund my paid receipt of $130 or I will *** you guys in court and I will NOT settle out of court!

  Stand by your employees promise to refund my money!!

  Also, I will be alerting the media and all social media!

  
  
  Sincerely,

  
  ***********************

  

  Business Response

  Date: 03/24/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. Please understand that we are a third party online market place and we do not own or operate any of the facilities physically. The rates you have got when you booked through us online was the cheapest rate available at that date. However, due to a technical issue unfortunately, we couldn't help you with a QR code and that's why you ended up paying them directly as per the original charges of the lot. We have listened to your conversation with our agent ***************** and we see that she never promised you a refund back for the amount you paid at the lot. She repeatedly said that she will help you once you send a receipt of the payment you made directly at the lot. This was for our team to verify the issue on a later time once the system is back and we can issue a refund for your original reservation with us. We already did that and unfortunately, our system is not set up to refund any amount more than anything paid to us. We totally understand your frustration and we sincerely apologize again for the inconvenience caused to you. As it was a technical issue that we couldn't help with, we were unable to offer you a satisfactory service at that moment. We will try our best to avoid any such incidents in the future and we hope you can understand our position in this matter. We look forward to work with you without any hassles moving forward. As a gesture of goodwill, we would like to offer you a discount coupon that can be used for your future reservations with us. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:02/27/2023

  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.

  I booked parking using way.com for my trip flying out of ************** on Thursday, Feb 23 and arriving back on Sunday, Feb 26. I used the address on the way parking app and upon arriving at the lot I showed the attendant my way confirmation code. The attendant wrote the confirmation down and alerted me that I was good to go. When I arrived on Sunday to pick up my car the attendant alerted me that I had to pay, I reminded her that I had pre-paid my way reservation. The attendant said no my way reservation was not honored and that yes her address was the one listed on the way app, but it was another parking lot near by and not her. She said this mix up happens often. The attendant told me that I had to contact another phone number to inquire about a refund as it was not her responsibility.Thus I paid parking twice. I contacted way to rectify the situation and they denied me any refund or credit. Essentially blaming me for the mishap. I would like a refund from the provider (way.com) and I would like it to be noted that it was a shady practice.

  

  Business Response

  Date: 03/03/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our services. We have reached out the parking facility to confirm the issue and Ms **** from the lot told us that the address we have provided is the correct one. However, the nearby lot usually charges the customers once they return after the trip if they end up there by mistake. Ms **** confirmed to initiate a refund for you since you didn't use their parking. But we see that the charges has been disputed and unfortunately, when a transaction is been disputed we won't have access to your funds as it is kept on hold by your bank. A little information about disputed charges, it will take ***** days to get a decision from the bank based on the evidence submitted from both parties.If you wish to resolve the issue at the earliest without waiting for the normal bank's processing time, please let us know so that we can guide you through the next steps. We apologize again for the delay and inconvenience caused to you but we are trying to help you with best possible terms. Thanks for your understanding and cooperation.

   

  - Way Team

  
  
  

• Initial Complaint

  Date:02/16/2023

  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 left my car over the weekend of February 2-6th at the Hampton Inn in ******, ** at ********************************************. When I arrived the lady at the front desk could not find my car keys, after about 30 minutes she found them with the wrong ticket on them and the wrong car state license plate written on them. I opened my back door to put my luggage in and the door hinge and hydraulic was broken. I told the lady at the front desk that my car was damaged and I couldnt shut the door and she gave me a phone number to call and an email address to report a complaint. I took my car to ****** and they said it was about $2,000 worth of damage and was obviously vandalized, pointing out missing parts and scratches on the paint. It took me calling several more times to get one response from the email and the manager, ***, never called me back. The police officer told me I was the third report of vandalism from that location that weekend. My car was also backed into a space that was next to a tree, one of the only backed in cars in that row. It seemed like they were hoping I would drive away without noticing the damage. I talked to the police officer over a week later and he told me he talked to ***, who had still not responded to me, and his policy was that once I leave their property, they are not responsible for any damage. I paid $99 to leave my car at a place I trusted because they clearly advertised 24/7 security and camera surveillance. When I talked to the lady at the desk and the hotel manager, the only cameras on property point to the entrances of the hotel and where transactions take place, not the parking lot or cars. This is false advertising and the management and company have been less than helpful, clearly avoiding me and the incident. I would like my money back from that reservation and for the community to know not to trust this location or its staff members.

  

  Business Response

  Date: 02/17/2023

  Hi ******,

   

  We are extremely sorry to hear about the experience you had at our partners parking facility. Thanks for bringing this to our attention. Please understand that we do not own or operate any of the facilities listed in our website physically. All the information is updated by the concerned lots itself. We have escalated this issue to our internal management team for investigation to make sure that such incidents won't happen again in the future. Could you please help us with the confirmation number of the reservation and the police incident report? We will review it and get back to you at the earliest. Again, we apologize for all the hassle you had with this issue. If you need immediate assistance, please reach us on *************** or ************ and we will be happy to help you. We look forward to hear from you soon. Thanks for your understanding and patience.

   

  - Way Team