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

  
• 

  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:05/21/2023

  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.

  We contracted for a parking space with Way for $148.15. It was not available when we arrived at the contracted time of 6a.m. on April 22nd, 2023. We were forced to park at ****************** for a cost of $323 to catch our 8 a.m. flight.Way refunded $148.15. We want them to refund an additional $174.85, to make ** financially whole, as way.com broke our contract by not having a parking space available for us

  

  Business Response

  Date: 06/07/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. We are unable to locate any reservations under the email ***********************. Could you please provide us with the confirmation number, email you have used or the last 4 digits of your credit  card number? 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 lot for each spot allocated to our customers as per the contract we have with them. Unfortunately, this was an unforeseen circumstance and the lot didn't inform us prior about this issue to make us aware about this and to make alternate arrangements for our customers. As per the explanation by the lot, this was happened due to unexpected flight cancellations and the existing vehicles could not get moved out of the lot to accommodate the new ones. However, we totally understand your inconvenience and we sincerely apologize for that. We will make sure by working with our partner that such incidents won't happen again in the future. Our system doesn't allow us to refund any amount which is greater than what was paid to us. We have also mentioned about this in our policy terms and conditions that we won't be liable for any such situations caused by a facility issue as we do not operate them. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20087766
  
  I am rejecting this response because:
  I have not been made whole by WAY.Com.  We paid $174.85 more for parking than we contracted with Way.com, for which we expect to be reimbursed.  We were never notified our spot was not available.  Way.Com is negligent in this case.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/12/2023

  Hi ******,

  We totally understand the frustration and inconvenience caused by this issue. As we explained in our previous response, this issue was not notified to us prior by the lot and that's reason we couldn't notify our customers as well. We have refunded you in full and unfortunately, that's the maximum help we can offer within our limits. Please understand that our cancellation policy doesn't allow us to refund any amount more than paid to us. 

   

  - Way Team

• Initial Complaint

  Date:05/21/2023

  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.

  Check in May9 2023 T 5:30am, check out May20 2023 at 4 pm.Provided address of the parking space could not be found by navigation system.Total paid $108.20

  

  Business Response

  Date: 05/31/2023

  Hi *****,

   

  We are so sorry to hear about your experience while using our service. Please understand that Way is an online marketplace and we do not own or operate any of the facilities directly. All the information provided on our website and app are by the concerned facilities itself. We totally understand your inconvenience and frustration caused by this issue. We always stand by our customer's end to deliver the best experience for them. Unfortunately, we see that this transaction was disputed and once it is disputed, we won't be having any access to your funds until the bank rules in favor of either parties or dispute is dropped. It takes ***** days for getting a decision from the bank's end. If you wish to resolve this issue at the earliest by working with **, please reach out to our dispute department at **************** Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20087201
  
  I am rejecting this response because:

  we tried to find the parking lot by GPS and could not. There is no sign for ** to see where to park the car.

  we tried unsuccessfully contact you about our problem and no one answer the phone.

  only one option was left for **, to call credit card and cancel/dispute the charge of $108 of your company.

  as we did not get any help from you and we did not have time to find any other solution, we parked our car on ************* parking and at the end spent $300 and we would like to have that total back as your company did not provide any service.

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

  

  Business Response

  Date: 06/07/2023

  Hi *****,

   

  As we mentioned in our previous response, we don't have any access to your funds to resolve this issue at this moment. If you wish to work with us, please reach out to our dispute department and they will guide you through the next steps to resolve it at the earliest. If in case you don't wish to work with ** and continues to dispute the charge, you may please wait ***** days for completing the review by your bank for a decision. Also, you can contact ** anytime during this period to work on this issue for a resolution. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:05/20/2023

  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 two separate occasions, the Way app (Way.com) added an additional day to my parking request. I did not pursue it as an issue the first time as I thought it couldve just been an oversight. As a rushed traveler, I did not notice and allowed the confirmation to go through on both occasions.I noticed it before checking in this last time. I was simply told by the parking attendant that I should contact Way before returning.I contacted the company the very next morning as I was traveling late. This was more more than 48 hours prior to returning to pick up my vehicle. I asked to ask for an adjustment because the app itself does not allow you to shorten your stay EVEN THOUGH it states you can alter an order prior to 24 hours of date.I believe this company is doing this to others. I believe they are stealing money for services not rendered. Plus, the app makes false statements.At this time I am not worried about my mirror $10 I want to company to be held responsible for what I believe its doing to multiple purchasers.

  

  Business Response

  Date: 05/30/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our services. We couldn't find any reservation under the email ************************** to pull up your reservation details so we can look into this issue further. Kindly help ** with more details like the email you have used for your booking,the confirmation number, the last 4 digits of your card that was used. We will look into it and get back to you at the earliest. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20083994
  
  I am rejecting this response because:

  the Email used with the way.com is

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

  They can look into this further.

  The app itself needs to be corrected-changes cannot be made.

  They added a day and would not let me shorten the stay.

  and I merely want the BBB to have the business on their radar.

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

  

  Business Response

  Date: 06/07/2023

  Hi *********,

  We have investigated upon your issue and there is no issue reported so far with our app that adds up a day automatically to a reservation. We only have options to manually change the reservation dates and times based on conditions by the lot. Once a change is made, we cannot initiate a partial refund for unused days as per our cancellation policy which was provided in our terms and conditions during your check-out. If you needed any help to alter your reservation, our customer success team could have helped you if reached out to them before your check-in time. For some facilities, they don't provide an option to reduce the days via online once it is reserved. We can only extend the days upon reaching out to us 24 hours prior for some lots. Unfortunately, we cannot proceed with a partial refund at this time as we are liable to pay to the lot for each spot allocated to our customers for the reserved time period as per the contract we have with them. If we proceed with a partial refund or cancellation after the check-in time, they will charge us for that space despite of being used or unused. That's why we have clearly mentioned our cancellation policy on our website, app and confirmation email. If you need any further assistance regarding this issue, please reach out to our support team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:05/15/2023

  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 a reservation through way.com for what was advertised as "airport parking". On my way to the reservation, I called the hotel and they claimed that they do not have a shuttle service to the airport and they are ***** minutes away. This booking was falsely advertised, I had paid $130.94 USD (they even charged $11.63 for "airport taxes and fees") and I had to find a last minute reservation elsewhere. When I called way.com, they claimed they could not refund me. They did not even offer a partial refund, since I had it booked for 16 days. I think it is extremely unprofessional and false advertisement to claim that a facility is airport parking when it is in no such way that. In the advertisement they also name two separate hotels: "********************************" *** Airport Parking and "*********************************" - the second is an actual airport parking, but it is not the one I apparently purchased.

  

  Business Response

  Date: 05/25/2023

  Hi ****,

  We are sorry to hear about your experience at our partner's parking facility. Please note that Way is an online marketplace and we do not own or operate any of the facilities listed on our website physically. Shuttle service is offered as complementary to all bookings which is provided directly by the lot to the customers and we are not charging anything from our end for shuttle. All the information provided are by the concerned lots itself. It has mentioned clearly in the confirmation email sent to you that this particular lot doesn't offer any shuttle service (screenshot attached). If you don't wish to use any reservation that doesn't meet your requirement, you can request for a cancellation anytime before your check-in to get a full refund. But unfortunately, that was not completed and as per our cancellation policy we are unable to provide any refunds after the check-in time. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. That's why we have clearly mentioned about this in our shuttle policy as well. Hope you can understand our position in this matter. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20060364
  
  I am rejecting this response because: I called to cancel the reservation 30 mins after it was supposed to start because I did not find out until I was on my way to the parking lot that it was in fact ***** minutes away from the airport (since the advertised parking was not clear, as two different hotel names were mentioned). I would've understood if I could not be refunded for 1 day of parking, but I paid for 2.5 weeks so I think that was completely unreasonable. I am disappointed with the way your company treats your clients.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/02/2023

  Hi ****,

   

  We understand that you have reached out to us 30 minutes after your check-in time but please understand that we are unable to able to offer any refunds even one minute after the check-in time despite of being used or unused and like any other company we have also mentioned clearly about our cancellation policy which could have been checked before proceeding to check out. Also, shuttle information was also provided and if we cancel your reservation at this point of time without the lot's approval, we will be liable to pay them for your space. From our end, we have provided all the information you require as an online marketplace and we cannot be held liable for anything that is not promised. The only thing that we can do to provide a refund is if you are able to get a confirmation email or call from the lot to ** approving your refund request. We hope you can understand our position in this matter.

   

  - Way Team

• Initial Complaint

  Date:05/12/2023

  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 ordered airport parking on 4/4/23. The check in day was ***** 30,2023. At 4 am. We were promised a free airport shuttle 24 hours a dayto come every hour. We arrived at the parking at **** am. We called the shuttle and we were told that we would not be able to be picked up until after **** am because we did not have a seat on his shuttle. We did not want to miss our flight so we went home and took a Lyft to the airport. I called way.com when we returned from our trip. The blamed it all on ** and refused a refund. Very rude on the phone. We paid $82.32.

  

  Business Response

  Date: 11/14/2023

  Thank you for your review. I was unable to locate a reservation under your name, email or phone number. I did try calling your phone number to get your reservation ID or the email you used to book , but no one answered so I left a voicemail. I look forward to resolving this matter once I have the items needed to locate your reservation. 

• Initial Complaint

  Date:05/11/2023

  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.

  My spouse and I were charged for parking via way.com and never received an email confirmation for parking. We looked through all of our emails. I never used your service, but I was charged for it. My bank will not let me dispute it because they said you provided proof of an email. I never got the email. All I want is credit back into my account for the service I did not receive. I am willing to use the way.com credit or a gift card or anything. Thank you.

  

  Business Response

  Date: 05/19/2023

  Hi ********,

  We are sorry to hear about your inconvenience and we understand your frustration. Unfortunately, we are not able to locate your reservation under the email ************************* so we guess you might have used another email or misspelled it while booking. That might be the reason that you have not received the confirmation. Please help ** with the correct email you have used for the booking or last 4-digits of your credit card and we will look into your issue further once we are able to retrieve your booking information. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20049791
  
  My email is ****************************

  Last 4 for credit card is 3606

  Again, I never recieved a reservation via email so I could not use your services. I paid, but never got a reservation number via email.

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

• Initial Complaint

  Date:05/11/2023

  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.

  I was charged $35.71 for parking (OGI27463282). I never received a confirmation email. I called the company twice. The first time they stated they couldnt find a reservation after I provided my email and credit card information. The second time was after I arrived to the airport and already parked my car. I requested a refund and was denied this refund. I was informed the email on file was ***************** the second time and provided with the information. But it was too late at this point because I had already parked and was at the airport.

  

  Business Response

  Date: 05/19/2023

  Hi ****,

  We are sorry for your overall experience while using our services. Please understand that Way is a third party online platform and we do not own or operate any of the facilities listed on 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. Due to this reason, our cancellation policy doesn't allow ** to cancel any reservations after the check-in time even if unused or else the facility will charge ** for that space if we refund without their approval. We were unable to send you the confirmation email on time as you have provided ** with a wrong email. However, as a valuable customer, we look into your concern seriously and to support your refund request to the facility, please share ** with a screenshot of your call log history that shows you have reached out to ** before your check-in time. We will review it and get back to you. Thanks for your understanding and patience.

  -Way Team

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20049610
  
  I am rejecting this response because the company is providing me with their policy, which is not relevant to the issue. I have called and spoken with them and they continue to repeat the same message.

  I am not requesting a refund based on the cancellation policy. Im requesting a refund based on the employee stating a reservation for me could not be located.

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

• Initial Complaint

  Date:05/08/2023

  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.

  Reservation # OGI27456532 I booked a parking spot near ************** and paid in full, upon arrival the attendant told me there is a $5/day "Car fee" when I refused to pay it and showed my confirmation number, they changed it that I have an oversized vehicle. I drive a ***** CX-5 which is "not" considered an oversized vehicle at all. The terms and conditions clearly state that the price paid is the price honored.I reached out to customer service to try to work it out but they were not responding and I had to catch my flight so I paid the $5 /day fee and was hoping they will refund.However, they insist on not refunding with all kinds of ridicules claims.

  

  Business Response

  Date: 05/16/2023

  Hi ***,

   

  We are sorry to hear about your experience at our partner's parking facility. 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. All information provided are by the concerned lots itself. We see that this facility has mentioned about their additional SUV charges in our website already (screenshot attached). This can be checked before proceeding to check out and customers can decide upon whether to purchase this one or to look for some other facility. The size of the vehicle for the additional charges are decided by the facility and we are not associated with that as we do not operate them. Unfortunately, we cannot reimburse the additional charges as it was paid to the lot directly. If you need further help on this issue please reach out to our support team at **************** Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20034057
  
  I am rejecting this response because: This detail was added later after my complaint, we have shown you the receipt and the *** where it clearly states that no extra charge will be added. Furthermore, the ***** CX-5 is not an oversized SUV and there are no SUV charges anywhere, this has been falsified in order to avoid charges.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/25/2023

  Hi ***,

  All the information provided on our website are directly provided by the facility and we cannot make any changes to that until and unless there is an update. Also, as we have mentioned earlier, the decision was taken by the facility as they own and operate the lot and we are only a third party marketplace that provides information and secure your parking space in advance. Unfortunately, we are unable to help you with your request for a refund at this time. Thanks for your understanding.

  - Way Team

• Initial Complaint

  Date:05/03/2023

  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.

  Placed the order with Way.com for parking at PrimePark *********** Parking PREMIUM from4/24/23 to 5/2/23. Upon arrival at the parking facility I was informed there is additional charge due to the my vehicle is oversized SUV which comes up to additional $75, and the payment must be made in cash!!!! I said I do not have that cash with me but I will pay at the pick up. I was told No, we don't do that. That was 9pm at night, my international flight was in 2 hours I had to no choice but to beg them to accept credit card which they did . On the arrival during the pick up time witnessed a scene were 3 adult males arguing with the lone female customer about pretty much the same situation. Tried contacting Way.com and I was informed they are a third party which is not responsible for anything, I asked the question if they preforming any kind of due diligence on the business they are representing and was pretty much told they are not! I would like my money back, because the final price for the service was greatly misrepresented, the business environment I walked in is pretty much hostile. I feel if you serve as a third party and charge me online for service at least you can provide complete information so I can make informed decision.

  

  Business Response

  Date: 05/11/2023

  Hi *******,

  We are sorry to hear about your experience at our partner's parking facility. Please understand that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. All the information provided are by the concerned lots itself. The additional charges according to the size of the vehicle was mentioned clearly in our website and also the confirmation email sent to you (screenshot attached). We totally understand your frustration and inconvenience caused by this issue but unfortunately, we have limitations to take action on this because the information about additional charges were clearly communicated through our website and it was up to you to decide if you have to purchase this particular lot or to look for another one. However, we always stand by our customers end and we sincerely apologize for the inconvenience caused here. We will work with our partner to make our service better in the future by considering your feedback. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20013830
  
  I am rejecting this response because:
  
  I do not believe it clearly stated what would be considered oversized SUV anywhere, additional charges came in confirmation e-mail, if you provide a services please tell your customer upfront that hat is the rate and let them make a decision to proceed or not. What you basically confirming parking employees will make a decision at the parking faculty what to charge you?! If you stand by your customer please issue refund and next time think very carefully who you represent at your website!

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

  

  Business Response

  Date: 06/07/2023

  Hi Dmitry,

   

  We are sorry to hear about your experience while parking at our partner's parking facility. Please understand that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. All the information provided are by the concerned lots itself and we always recommend our customers to go through that information as per their preference before proceeding to check-out. It was clearly listed on our website and app about this lot's extra charges as per the size of the vehicle and the same information is provided on your confirmation email as well (Screenshot attached). If you don't wish to reserve or purchase this facility's space, you could have reached out to us before your check-in time for cancellation and we would be happy to do that for you. Way is only offering a reserved space as per the contract we have with the lot and we are also paying them for each spot allocated to our customers as per the contract we have with them. Unfortunately, as all the information was provided to you prior, we are unable to proceed with any refund requests at this time. We hope you can understand our position in this matter. We apologize for any inconvenience this issue may have caused to you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:05/03/2023

  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.

  Parking reservation for 4/29- 5/2 for Way.com under OGI27271721. I reserved parking with this company for airport parking when I got there @ 5:00 AM at *** in ** I was informed the lot was full and there was no available spots for parking. I contacted way.com for an alternative option. There were no options provided. The customer service representative said if you are able to find parking we would reimburse you for the inconvenience.I had to scrabble with my family in the car panicking because now we are in jeopardy of not making our flight. I had no choice but to use parking at the airport which cost $280.00 for 3 days. I contacted way.com to submit my receipt for the refund and they informed me that they are not refunded me for the cost I incurred for the last minute only option available. Kindly review my case and revert. Thank you

  

  Business Response

  Date: 05/11/2023

  Hi *******,

  We are extremely sorry for the experience you had at our partner's parking facility. Thank you for bringing this to our attention. Please understand that Way is an online market place and we do not own or operate any of the facilities listed in our website physically. We understand the frustration and inconvenience you had due to the lot full issue but we want to let you know that it's due to a lack of communication by the lot prior to the booking. We were unable to move you to another location due to unavailability of similar facilities nearby and the lots that showed availability were far away from your location. So to avoid further inconvenience we didn't have another choice rather than refunding you the amount paid to us. Also, please note that we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. As a part of our investigation and to avoid such incidents in the future, we always collect evidence from the customers to support their claim for a refund and to get an approval from the lot. Unfortunately, our system doesn't allow us to refund any amounts more than what is paid to us. We apologize again for your inconvenience and we will make sure that such incidents are not repeated again. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20012591
  
  I am rejecting this response because it does not make me whole. Im still out of $280.00 that I had to pay because my spot was given to someone else that extended their stay. At least that what they say- I dont believe anything anyone at this company says. Their customer service is horrible and unprofessional. This company is a disgrace and are scammers. DO NOT USE WAY.COM
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/19/2023

  Hi *******,

  We totally understand your frustration and are extremely sorry for your overall experience. As already mentioned, we are unable to process any thing more than paid to us as per our system. Also, we just wanted to let you know that if we were scammers then there is no need to refund any money even the amount you have paid to **. But we are honestly concerned about the inconvenience caused to you and unfortunately, we don't have an option to refund as per your request because we have made it clear in our terms and conditions when you purchased through us. As we do not own or operate any of the facilities physically, we cannot be held liable for such instances. We hope you can understand our position in this matter. 

  - Way Team