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:10/11/2024

  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.

  Wayfair Order - ********** BOUGHT A MATTRESS FROM WAY FAIR ITS WRONG SIZE AND ITS USED BUT ******* *. FROM WAYFAIR CONTACT ME AND SHE WONT HELP ME I SENT PICTURES TO THEM TOO , THIS LADY IS GETTING PERSONAL WITH ME I CANT HAVE SOME ONE ELSE USED MATTRESS IN MY DAUGHTER ROOM THIS IS SO WRONG 09/27/2024 THEY WONT SENT ME A RETURN LABEL AS PER THERE POLICY

  

  Business Response

  Date: 10/14/2024

  Dear Customer,
  
  We understand your frustration and the inconvenience you've experienced with your recent mattress purchase from *******. However, we would like to clarify that we are Way.com, not *******. Although we are not affiliated with ******* and cannot directly address order #**********, we genuinely empathize with your situation. We recommend reaching out to *******'s customer support team again and escalating the issue, if necessary. Ensure to mention your order number, the condition of the mattress, and your previous communication attempts. If you do not receive a satisfactory response, you might consider contacting consumer protection organizations in your area for further assistance.
  
  Warm regards,
  The Way.com Team

• Initial Complaint

  Date:10/07/2024

  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.

  I purchased valet parking for Sep ***** for $69.56 from way.com I called ahead of parking and confirmed with the parking company whether there would be in and out privileges. They confirmed that there would be. On the way.com site and within my order it provides that it is valet parking with zero mention of this being restricted to no in and out, so I assumed I was good to go. When I arrived, the attendants told me they had given me the wrong information and could not honor what they said. I was told to check back the next day. I checked back and they told me they were okay with me receiving a full refund and that for any additional nights I could potentially book for just the overnight. Which is what I did, I booked each night with the parking company through way.com except for that 1st night.However, when I spoke to way.com I was told that I could not cancel that initial parking after the parking time started, even though I had been given the wrong information and that because of that there was no way for me to know I needed to cancel sooner and that they were unwilling to honor it. I then proceeded to email back and forth with way.com and they repeatedly refused to provide a refund. Each email asked for an additional piece of information, eventually requiring that I provide documented proof and a receipt of parking elsewhere, even if it was on the street. Their practices suggest they were fishing for a way to deny the refund and take no accountability. It makes no sense as to why I have to prove one night of parking with receipts that have nothing to do with the parking company giving me false information and way.com's website lacking the critical information regarding my order. Way.com also denied me due to them having a valid contract with the parking company but refused to provide their own documentation to prove that, so I am at a loss for knowing how or why that is relevant. I would like a refund back on my card for the parking I was unable to use.

  

  Business Response

  Date: 10/07/2024

  Hello Jaclyn,

  We're sorry for any trouble you've experienced. Rest assured, we're on the case and will have a member of our team reach out to you soon to help resolve this matter.

  Customer Answer

  Date: 11/01/2024

  The response from way.com through BBB advised that they would reach out. No resolution was offered. No one has reached out regarding this.
  
  The last response provided by way.com was to advise that I did not have a valid reason for refund. Their basis for that was that I did not have a documented ticket of parking on the street. This is despite services never being rendered and both the website and the vendor providing information that way.com is refusing to abide by.
  

  

  Business Response

  Date: 11/04/2024

  We are currently examining the details of your situation. Rest assured, a member of our management team will be in contact with you shortly to discuss this matter further.

• Initial Complaint

  Date:10/05/2024

  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.

  9/19/24: Searched online for valet parking near *************** for upcoming flight, landing me on Way.com's site with comparisons of lots offering valet service. I searched only for valet due to being elderly, travelling alone, & worrying about locating my car or shuttle, as I'm directionally challenged, but also because I hoped my car would be in safer part of lot.I picked a lot that Way.com showed as $10/day for valet service or $7.5 for self-park, & opted for the valet price. After entering cc info, they emailed me a confirmation code and said I need to download their app to retrieve directions and specifics for using that lot. it was odd and concerning that they'd make me do that to get the details of what I purchased. After I downloaded and installed app, then set up login info, the app then prompted me to agree to it's terms to view my parking information.. There were endless terms to scroll through on my phone before I finally saw the details. It showed an extra $20 of fees which seemed a bit excessive but valet service was clearly shown on app confirmation page.9/24/24: Arrived at lot and the person at gate tried to tell me where to park. He was friendly, but had a thick accent that was difficult to understand. I showed him that I'd paid for valet parking and he said they've never offered that. I found a place to park, found the shuttle, and flew to my destination (after a lot of frustration!), then emailed Way.com about that incident, as I assumed they'd credit back the difference and fix their lot advertisement/pricing. I did not hear back from them during my 5 day trip.9/28/24: Retrieved car after flight back, then emailed the confirmation code w/request for cc refund--another complaint, They advertise refunds but never disclose that it's only in Way bucks until after your purchase, and only buried in long disclosures.10/1/24 After a few midnight emails from Way.com asking for attachments that I keep sending, I see it's just duplicate scripts.

  

  Business Response

  Date: 10/07/2024

  Hello Sharon,

   

  We regret the inconvenience caused. Upon contacting our partner, we've confirmed that valet parking services are no longer available, a change of which we were previously unaware. We assure you that our advertisements reflect only the information provided by our partners, and without their updates, we cannot be informed of such changes. Rest assured, we are currently processing a refund for the discrepancy. Thank you for your understanding.

• Initial Complaint

  Date:09/26/2024

  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.

  I was unknowingly subscribed to way.com. I have no idea why or how. I didnt sign anything and as far as I know it doesnt do anything for me. They have been charging my card for months without my knowledge. Im having trouble canceling the subscription.

  

  Business Response

  Date: 09/27/2024

  We extend our deepest apologies for any inconvenience the auto-subscription may have ********* was never our intention for you to feel enrolled in a service without your explicit agreement. Please be aware that an option to opt-out is available via a checkbox. Additionally, we assure you that no charges were incurred for the first month as it is complimentary. Your subscription has been canceled. Should you have any more questions or require further assistance, please do not hesitate to reach out to us at ****************

• Initial Complaint

  Date:09/19/2024

  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.

  June 10th purchase, $22.27 July paid, zero balance. ****** balance of $50.54 and increasing. Now $92.54 balance. I have talked, chatted and emailed for the last 2 months. PLEASE help.

  

  Business Response

  Date: 09/20/2024

  Hello ****,

  
  It appears there's been a mix-up. You've reached WAY.com, not *******. Unfortunately, this means we're unable to assist with your complaint. We hope you're able to connect with the right company soon. Best of luck!

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a parking for a month with Way.com and paid $450. The parking spot did not let me enter. The I wanted refund but they said reservation time is passed so I can get refund. Then I want to use the place becase I paid for it but they told me I did not enter my plate number so I lost my reservations. They stole my money an I want refund:)

  

  Business Response

  Date: 09/20/2024

  Hello,

   

  We are actively investigating the matter you've brought to our attention. Rest assured, a member of our customer service team will reach out to you shortly to provide updates on our progress.

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Oh woow!!! I am stunned because they refunded the money! Youre incredible and thanks so much. It was so unfair. So appreciate it ??

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

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation at ********************** parking for 8/302024 at 4:30 am and returning 9/2/2024. We had a very early flight on *************** out of ******* to la guardia to go to the us open for our anniversary. I booked this parking place solely because the website said the shuttle was on demand and not every 30 minutes. Our plan was to get on the 4:30 am shuttle. But being that it said on demand for the shuttle we thought if we got there a few minutes later there would be a shuttle that could take us right away. We still left in plenty of time to make it there before 4:30 am. Unfortunately, there was a chemical fire on interstate 75 blocking all the lanes and we took an alternate route which took us longer and we got there at 4:35am. Had we known that the shuttle was every 30 minutes and not on demand, we would have left even earlier to allow ourselves more time to be there before 4:30am. We had to wait for the 5am shuttle and missed our flight at 5:50 am. Spirit didnt have any other flights going out that day or the next, so we went back home. We were only in the parking for 1 hour. At the very least, I need to be reimbursed for the parking. This inaccurate information on the way website is the reason we missed our flight and couldnt go on our trip. We lost approximately $500 on our flights and would like reimbursement for that as well. We were fortunate to get our money back for the hotel. I called way.com when I saw the charge on my card. The hotel attendant said we wouldnt be charged when we came back an hour later to get our car. I told the whole story to an agent and she then put me on hold to talk to a supervisor. I was on hold for almost 40 minutes and no one came on and I eventually hung up. So frustrating! I can send confirmation of flights if needed.

  

  Business Response

  Date: 09/11/2024

  Hello ****,

  We sincerely apologize for the inconvenience caused by the shuttle service discrepancy. We understand the frustration of missing a flight, especially on such a significant occasion as your anniversary. Please be assured that we will be refunding you for your parking fees. Unfortunately, when the contract was established, the terms indicated shuttle service would be on demand and not every 30 minutes, and our vendor did not update us on this change. We are addressing this communication error to prevent future occurrences. Your feedback is invaluable in helping us improve our services. Thank you for bringing this to our attention.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22267636
  
  I am rejecting this response because: In addition to the parking fees, I need to be reimbursed for my flights that total to $310.12.  I was wrong when I said it was $500.  I attached my credit card transactions.  I believe 100% that if we had the correct information on way website, we would not have missed our flight for our anniversary weekend.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/13/2024

  We apologize for the inconvenience caused and understand your frustration. As previously stated, the changes to the shuttle schedule were not communicated to us, and for this reason, we are unable to issue a refund for the missed flights. We sincerely regret any trouble this has caused you.

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/10/2024

  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.

  Way.com is charging me 1.95 monthly for monthly subscription information since March. I used them for parking only. They may have asked me to sign in for information with them but they didnt mention the monthly subscription fee unless they hid it in small letters below.

  

  Business Response

  Date: 09/11/2024

  Hello Al,

  We understand your concern about the unexpected monthly charge of $1.95 from Way.com. It seems there might have been an opt-out box during the checkout process that wasn't clearly visible. We've taken steps to ensure transparency and have cancelled your subscription. Rest assured, you will not incur any further charges moving forward. We apologize for any inconvenience this may have caused and appreciate your understanding.

• Initial Complaint

  Date:09/10/2024

  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.

  The level of fraud and non transparency from this experience is astounding! Im given a rate 6.95 and then charged a variety of other rates that are not on my receipt. Upcharging me secretly is called stealing. Additionally, promo codes promoted are fraudulently fake.Apparently as a customer Im not allowed to know what Im being charged for anymore? The IT is disgusting and purposefully disorganized to encourage fraudulent activity and non transparent business practices.Please encourage administrators to get an education. It would be humorous to watch them try to cook a meal! I dare you to eat it!

  

  Business Response

  Date: 09/10/2024

  Hello

  I'm sorry to hear about your experience. We strive for transparency and honesty in all our transactions. It seems there has been a misunderstanding regarding the rates and charges. I would like to resolve this issue promptly and ensure your satisfaction. Would you like us to cancel your reservation, or can we assist you further to address your concerns?

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22263646
  
  I am rejecting this response because:
  
  Your response at offering a refund negates any responsibility and leads to further damages and obstacles I have to overcome.  Also, Im perfectly capable of cancelling my reservation.  So what is it you are actually offering, nothing as far as I can tell.  Its actually not very hard to be transparent. You tell people what you are charging them for. Your receipt of my transaction shows absolutely nothing about what I am being charged for.  Your response is immature and lacks truth. I was offered a rate, you doubledy my rate through non transparent and fraudulent business and IT practices , you neglected to allow me to use a coupon you promoted which is further fraud, your customer service declined to offer resolution, and was unable to give me any breakdown of cost. You have not offered any resolution.  A resolution Id consider is giving me free parking for wasting my time and stealing my money and being an untrustworthy unprofessional business?

  Sincerely,
  
  S L

  

  Business Response

  Date: 09/12/2024

  Hello S L,

   

  I understand your concerns regarding the charges and the need for transparency. The attachment provided an example that does show a detailed breakdown of taxes and fees associated with a transaction. We strive for clarity in our billing and apologize for any confusion caused. Regarding the coupon, we acknowledge the oversight and will ensure it is addressed. While we are unable to offer free parking, we are committed to finding a satisfactory resolution for you. What coupon were you trying to use for the discount?  Please allow us some time to review your case thoroughly and we will get back to you with a detailed explanation and potential solutions.

• Initial Complaint

  Date:09/06/2024

  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.

  August 15, 2024 $88.0-0

  

  Business Response

  Date: 09/09/2024

  To better assist you, could you please describe the problem you've encountered?

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22250823
  
  I am rejecting this response because: I have explained in detail. I arrived at the facility to park for 12 days and I paid $67.59. I entered the facility to check in and realized I put am check in instead of pm. I added the correct time and paid an additional amount $10.26 totaling $77.85. When I gave the clerk my coupon to scan I asked when would the shuttle be there. He informed me there was no shuttle and I'd have to **** a ride. I said it was an error and I wanted a refund , He said he couldn't do that. I left the facility looking for parking, because check in for my  international flight was  was nearing. I found another Way parking which I paid an additional $103.32 to park for my 12 day stay. I went to the site and explained thru chat about the issue and situation requesting, assistance and a resolution.
  
  Sincerely,
  
  **** ******** ******

  

  Business Response

  Date: 09/17/2024

  Hello,

   

  We acknowledge the inconvenience caused and would like to remind you that, as mentioned on our website, this parking lot currently does not provide complimentary shuttle service. However, the airport is merely a brief ride via **** or Lyft, and we have accordingly adjusted our pricing to compensate for your rideshare expenses.