Complaints

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

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  Way.com

  Fremont, CA 94538-6544

  
• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  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 am writing to express my frustration with unclear instructions as to how to go about cancelling a reservation with way.com. On July 23, 2025, I made a reservation for airport parking through this company and then found that someone could actually drive us to the airport; thus, I no longer needed airport parking. I went to the confirmation email that I received from way.com and looked to call to cancel the reservation. The only number given to me on that email was for the parking lot I had a reservation at, and so I called them and was able to cancel the reservation a day before we even flew out, which was on July 25, 2025. I was told that a refund would come back to me by at least 30 days and so I happily assumed that I had done all that was needed to cancel the reservation, following the policy to cancel before the reservation even started. As time went on, I kept checking my credit card to see if it was refunded, and it was not showing that this had happened. I waited about a month, and then I called the parking lot where I had cancelled the reservation and they told me that I then had to talk to way.com to get my refund. I then called way.com and was told that because I did not cancel with them, that I could not get my refund of $206.66. I was and still am frustrated about this and do not think this is fair because their number was not listed in my email to contact them to cancel. After finding out that I had indeed cancelled with the airport parking lot before the reservation started, I was then given Way Bucks as a form of reimbursement because they claim that they paid the parking lot, but why would they pay the parking lot for a cancelled reservation? I am not satisfied at all with my refund being in Way Bucks because I am not flying this next year due to work and family issues. I am requesting a refund to my credit card rather than Way Bucks, especially because the money was not paid to a parking lot and their directions were not clear on their website.

  

  Business Response

  Date: 07/25/2025

  Dear ******, 

  Thank you for taking the time to share your experience. We truly hear your frustration, and were sorry for the confusion and inconvenience caused throughout this process.

  
  We understand that you canceled your reservation with the parking lot prior to the reservation start date, and based on the information provided, you followed what seemed like the correct procedure. Its clear that the lack of clarity in our cancellation instructions led to unnecessary stress, and for that, we sincerely apologize.

  
  To make things right, weve processed a refund of $206.66 back to your original payment method. You should see the funds reflected on your account shortly, depending on your card issuers timeline. We hope this resolution brings some peace of mind.

  
  Your feedback is invaluable, and were actively working to make our policies and communication more straightforward to prevent similar situations in the future.
  Thank you again for your patience and for giving us the opportunity to make this right.

• Initial Complaint

  Date:07/24/2025

  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 made a parking reservation through Way.com for San Diego Comic-Con. Everything looked good online I had a confirmation, paid in advance, and even got directions. But when I arrived at the lot, the staff told me that all Way.com reservations were being turned away. No notice, no refund, no help. Just a waste of time and money.Because of this fiasco, I was late getting into Comic-Con and missed the main panel I had been looking forward to for months. Way.coms complete lack of communication and customer service is *********************************** charged me for a service that didnt exist. I will never use this platform again, and I strongly recommend others avoid it unless you want to get scammed and left stranded.

  

  Business Response

  Date: 07/25/2025

  Dear *******, 

  Were truly sorry for the frustration and inconvenience you experienced during San Diego Comic-Con. Missing the panel youd been anticipating for months due to a parking issue is understandably upsetting, and we take full responsibility for the disruption this caused.

  
  Weve reached out to you via email to apologize directly and let you know that your refund has been processed. We are also actively investigating why the lot turned away Way.com reservations, especially as we have a contract with that location. Your experience highlights a serious breakdown in communication, and were committed to making sure it doesnt happen again.

  
  Thank you for bringing this to our attention. Your feedback helps us improve, and we genuinely regret letting you down at such an important moment.

• Initial Complaint

  Date:07/21/2025

  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.

  Im writing to express my deep frustration and disappointment with The ************************* Lot 2. I paid a total of $260 for 10 days, including $130 extra for what I expected would be premium, reliable service. Instead, we experienced one of the worst services Ive ever encountered.This was my first time using Way.com, and I chose it because I trusted it would make our travel smoother especially since I was traveling with my family, including my child who has special needs. That trust was completely broken.The staff was rude and unprofessional. The shuttle driver dropped us off at the **************** instead of our terminal without warning, causing a serious delay that nearly made us miss our flight. Even worse, my son has limited mobility and cannot walk well yet we were forced to walk up and down stairs, which was painful and incredibly stressful for him and for us as a family.I trusted Way.com to take care of us. Instead, we were treated with disregard and left in a situation that was unacceptable and completely avoidable. I hope Way.com takes this seriously and reconsiders working with this parking lot. No family especially one with a special needs child should be put through something like this.

  

  Business Response

  Date: 07/21/2025

  Dear ******,

  Thank you for taking the time to share your experience. We are truly sorry to hear about the difficulties you and your family faced during your visit to The ************************* Lot 2. What you described is deeply upsetting, and we regret that your first encounter with Way.com did not reflect the standard of care you and especially your son deserve.

  
  Please accept our sincerest apologies for the frustration, stress, and pain caused by the shuttle drop-off arrangement and the behavior of the staff. Traveling with loved ones, especially those with special needs, should feel supported and smooth not difficult. Your trust in us means everything, and its heartbreaking to learn that it was compromised.

  
  That said, we do want to clarify that the listing for this location does include a notice stating:
  The shuttle service is currently operational but only provides drop-off at the AirTrain station due to ongoing construction, from where customers can reach the terminal.
  For future travelers needing shuttle details, the contact number provided is ************.

  
  While we understand this doesnt ease the strain you experienced, we include this information to ensure transparency during booking. Since the reservation was completed and used, were unable to issue a refundbut please know that your feedback is being taken very seriously. We're escalating this to our operations team to review the professionalism and service standards at this location and will carefully consider ongoing partnerships with providers who fail to meet expectations.

  
  Were so sorry again for the distress this caused your family. If theres anything else we can do to make things right or support you in future bookings, were here.

  Customer Answer

  Date: 07/21/2025

  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:07/10/2025

  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 made an online reservation on global airport parking llc website (****************************************) on July 2, 2025 for a 7-day overnight parking at the *** long term airport parking lot.However, the ********************* Parking Lot does not take online reservations at all. They use a ticketing system. I found out after my trip that global airport parking llc misled customers on their website by stating "*** ***************** Parking Lot" with an address (******************) right next to the official *** ************************* Lot (******************). This is a clear business fraud. I am requesting ************************** to fully refund my reservation.

  

  Business Response

  Date: 07/14/2025

  Dear *****,

  Thank you for reaching out and sharing your concerns regarding your recent reservation with ***************************
  After reviewing the emails you sent us, our team promptly contacted the location in question to verify the reservation process. They confirmed that they do accept online reservations, and your booking was processed accordingly. However, we understand the confusion caused by the address listed on your receipt, which differs from the official BWI ***************** Parking Lot. We sincerely apologize for any inconvenience this may have caused during your trip.
  To resolve the matter, our team has already processed a refund for your reservation. Initially, this was issued as ********, and you should have received an email with instructions on how to use them for a future booking. That said, we also refunded the full amount back to your original form of payment to ensure you're fully reimbursed.
  If you have any further questions or need assistance with anything else, please dont hesitate to reach out. Were here to help.

  Customer Answer

  Date: 07/15/2025

  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:07/02/2025

  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 purchased parking on the way.com website for ******************************************. The parking lot was at ******************************************. When purchasing, all it showed was the 96 dollars for parking, taxes, and fees included, there was no mention of any additional fees, and I verified this by trying to purchase it again once this problem came about. When I arrived at the parking lot, the attendant said I had to pay an additional 5 dollars per day for the 14 day parking (70 dollars more) because they claimed I had an SUV. I had a 2006 ****** Rav 4 which is a cross over, not an SUV. Regardless though, they added a fee that was never mentioned before which is a scam and false advertising. AFTER purchase, there is a note that says there is a fee for SUVs, but again, it was a cross over not an SUV, and the note appeared after the purchase and in the fine print. It was clearly a disingenuous attempt to scam and falsely advertise. I no longer wanted to park there because of this and found alternative parking at the airport as a result and respectfully demanded a refund through two phone calls and an email, but they would only give me a credit, not an actual refund. I dont want a credit because I could just be scammed in the same way again. I am requesting a full monetary refund to my credit card as I should rightfully be allotted. There site should be changed or looked into for scamming, at the very least for the parking ad that I purchased.

  

  Business Response

  Date: 07/11/2025

  Dear *****,

  Thank you for reaching out and for taking the time to detail your experience. We understand how frustrating it must have been to encounter unexpected fees upon arrival, especially when those costs were not clearly presented during the booking process.

  
  While there is a note on the website indicating that additional charges may apply for SUVs, we acknowledge that this information was not prominent during checkout and could easily be missed. Based on your description of the vehicle and the situation, we agree that greater clarity is needed to avoid confusion.

  
  We've gone ahead and processed a full refund back to your original credit card. Depending on your banks processing time, you should see this reflected within a few business days. Your experience helps us identify areas where we can do better and strengthens our commitment to transparency. Please let us know if theres anything else we can assist with were here to help.

  Customer Answer

  Date: 07/13/2025

  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.  I disagree that there was any details of fees prior to parking purchase, but I appreciatively accept the refund.  Thank you for your time.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/23/2025

  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 booked a parking spot near *** on 3/1/2025 for $92.95. The booking was to park from 6/18/2025 through 6/25/2025. When I arrived, the lot attendant said they don't have any agreements with Way.com and were not going to honor the price. I had to catch my flight so I left my car at the same lot. The attendant said there have been multiple victims of this scam that he's personally witnessed. Way.com then canceled my reservation and told me there was nothing I could do. I'm now having to pay more than double the amount of my reservation. Way.com should pay the difference of what it is costing me to retrieve my vehicle.

  

  Business Response

  Date: 07/17/2025

  Dear ******,

  First and foremost, I want to sincerely apologize for the experience you had at the parking location near ***. I completely understand how stressful it must have been, especially while trying to catch a flight, and I deeply regret the inconvenience and additional expense this has caused you.

  
  Unfortunately, the location recently went under new management, and we were not made aware of the changes prior to your reservation dates. While weve been working to re-establish agreements with the new management team, there was a breakdown in communication and some staff on-site were not informed about our ongoing partnership. We recognize how unacceptable that is and take full responsibility for the confusion and frustration it caused.

  
  Please know this is not representative of the standard we hold ourselves to at Way.com, and were working diligently to prevent similar incidents from happening in the future. While were unable to reimburse the additional fees you were charged by the lot, we genuinely want to make it right. As a gesture of our apology, weve added ******** to your account, which you can use toward future parking reservations with us. We hope this helps ease the inconvenience and shows our commitment to improving your experience going forward.
  If you have any questions or need help applying your ********, feel free to reach out to our support team anytime.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23504637
  
  I am rejecting this response because:

  There are no way bucks in my account, nor does your response provide an amount that you are proposing. Please provide details relating to your offer to resolve this issue. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/18/2025

  Hi ******,

  
  I hope you're doing well! I've attached a screenshot showing the Waybucks that were added to your account.

  
  We sincerely apologize for the miscommunication. Typically, it takes about 24 hours for the Waybucks to reflect on your account, and we appreciate your patience during that time.
  Please let me know if you have any other questions or need further assistance.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23504637
  
  I am rejecting this response because:

  I spent over $150 more than I should have as a result of your doing. I want to negotiate in good faith so that we can both be satisfied. 

  Although I'm reluctant to continue doing business with the company, I would like to have this resolved and accept half of my $150 loss in Way bucks. I feel the $10 offer is unreasonable and would like to counter with $75 in way bucks. 

  Thank you. 

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

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May25 2025 I placed a reservation through ******************* to park my car for a 16 day trip. On my way to the airport I found an email from my airline that my return flight times had changed and would bring me home about 5 hours later than previous. I went to my parking reservation online to modify it but found they do not allow modifications so I attempted to cancel the reservation by hitting cancel reservation. The link kept bringing up pop-*** to download an app called "Way." I used every link I could find in the emails they sent me and every method I could find online with the same result. After I parked at the airport and could afford to make a phone call I called their customer service to report the issue and cancel the reservation. They then told me they would charge me for the first day of parking. I later checked my credit card statements and found they had charged me for the entire reservation and put the excess of the charge in rewards points on an app called "Way." I had never agreed for my card to be charged more than that first day of parking, and I never agreed for my refund to be in rewards points for an app I have never heard of or used. They refused to refund my card do to "policy."

  

  Business Response

  Date: 06/17/2025

  Dear ********,

  Thank you for sharing your experience. We sincerely apologize for the difficulties you encountered with modifying and canceling your reservation. We understand how frustrating this situation must have been, and we regret any confusion regarding the refund process.

  
  We want to assure you that we have now refunded the original form of payment as requested. If you have any further concerns, please dont hesitate to reach outwere here to help.
  Your feedback is valuable to us, and we appreciate the opportunity to improve our services.
  
  

• Initial Complaint

  Date:06/12/2025

  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 registered for a week of parking at a parking garage in *******. when I got to the garage, the entrance was blocked. I called the contact information for that vendor and no one answered. i had to use a difference garage. i took pictures of this blocked entrance and my receipts from the other garage. the next day i called the overall company and asked that the remainder of my reservation be cancelled as i opted to stay with another garage, and i wanted a refund for the first night. i showed them all my proof. they have been rude and they reported lies, such as saying that the garage was not blocked. they also DID NOT CANCEL THE REST OF MY STAY. So I ended up paying for two garages for a week. they did not refund my first night and they didnt cancel my remaining reservation.

  

  Business Response

  Date: 06/16/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We sincerely regret the inconvenience and frustration this situation has caused.

  
  We take customer concerns very seriously, and we want to ensure that your issue is properly addressed. Someone from our team will be reaching out to you shortly to discuss this matter further and work toward a resolution.

  
  We appreciate your patience and look forward to assisting you.

• Initial Complaint

  Date:06/11/2025

  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 am writing to file a formal complaint against Way.com regarding a recent issue with a parking reservation I made through their platform.On 6/10/25 and paid $25 through Way.com for parking at [insert parking location name and address provided by Way.com]. Upon arrival, I was informed by the parking lot attendant that the lot was full and that I could not park there despite having a confirmed reservation. I was instructed to back out and find alternative parking.This was not only frustrating but also inconvenient. I was forced to find and pay for another parking spot elsewhere. I have attached a receipt as proof of where I ultimately parked.I contacted Way.com to request a refund, but they have refused to issue one, despite the fact that the service I paid for was not rendered. I believe this is an unfair and unethical business practice, as I was denied a reserved spot through no fault of my own.I am requesting that Way.com issue a full refund of the $25 I paid for the unusable parking reservation.

  

  Business Response

  Date: 06/12/2025

  Dear ******,

  
  Thank you for reaching out regarding your parking reservation with Way.com. We sincerely appreciate your feedback and regret any inconvenience you experienced.
  After reviewing your initial refund request, we noted that the reason stated in your original email was that you were directed to the wrong parking lot, rather than the lot being full upon arrival. Our records show that the parking lot you booked remains available to customers, and we have not encountered similar issues with other reservations at this location.

  
  As a result, your refund request was denied, as the service was available at the designated location. We understand that parking difficulties can be frustrating, and we regret any confusion or inconvenience you may have encountered.

  
  We value your business and appreciate your understanding. If you have any additional concerns or need further clarification, please do not hesitate to reach out.
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23454836
  
  Let me be absolutely clear: your last response is completely unacceptable and ignores the full extent of the issue I experienced on 6/10/25.
  Not only was I denied access to the parking lot I reserved and paid $25 for, but I was also given incorrect directions to that location via your app. I followed your instructions exactly and still ended up at a lot that was full, where I was turned away by the attendant. This was not my error it was entirely the result of your platform failing to provide accurate, up-to-date information and a service I paid for.I paid out of pocket again for a different parking location, and Ive attached the receipt to prove it. Your claim that the lot was available to other customers is irrelevant. It was not available to me, and I had a valid reservation.
  To deny a refund under these circumstances is not only unethical its dishonest. I am demanding a full refund of $25 immediately. If this is not processed within 5 business days, I will: Dispute the charge with my credit card company as services not rendered and leave detailed public reviews documenting this experience to warn other customers about your business practices
  You failed to deliver what I paid for. I expect this to be corrected immediately.
  
  

• Initial Complaint

  Date:05/31/2025

  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.

  If I could give zero stars, I would. I had a direct flight to **********, booked reservations for parking a month early with way for a 24 hour open lot by **** ***. I get to the lot and this 24 hour open lot is closed. Called the number at lot and texted with no response. Of course missed my flight. I scrambled to Find another lot close by, which I did. Their shuttle brought me to the airport where I scrambled on the phone for a good hours to find another flight. Finally booked one hours later with 2 layovers. The only thing available. I had a straight flight booked that would have gotten me there in 5 hours and now would not get me there till the following day with a stopover in ** for 2 hours and another in ********* 12 hoursovernight in *********. I had to rebook shuttle from last airport and stay in ********* till the following morning. Did not want to risk getting caught in *** snow storm which was coming. I lost a day at my resort paid for, an additional $500 in traveling. You want to know how way responded? They have me gather all additional expense receipts to sent to them with explanation, which I did, only to say; we can only reimburse you for the parking you couldnt use. Like they wee dong me some favor, parking they could not provide, well duh! They didnt need to have me make a report for that. They didnt provide the service. As for my losses of time and money? Out of luck with this company, they didnt give a c*** Refuses to compensate. For every dollar lost will be a truthful review put on the net and a report to the Better Business Bureaus. If it was their policy to not compensate, why have me jump through hoops with a detailed report only to credit for parking they failed to provide. This company is full of a$$holes. Will never again deal with them.

  

  Business Response

  Date: 06/03/2025

  Dear *******,

  We sincerely apologize for the inconvenience and frustration you experienced with your parking reservation. We understand how upsetting and disruptive this must have been, and we deeply regret the impact it had on your travel plans.
  It is absolutely unacceptable that the lot was closed despite being advertised as open 24 hours, and we regret that our support team was not responsive when you needed urgent assistance. Missing your flight and having to rebook with multiple layoversalong with the additional costs incurredis a truly frustrating situation, and we acknowledge the difficulties you faced.
  Regarding your request for reimbursement, we regret that our policy limits compensation to the parking fee. However, we acknowledge that this does not make up for the time, stress, and expenses you endured. We take your feedback seriously and will be reviewing our processes to ensure that situations like this are handled more effectively in the future.
  We appreciate you sharing your experience, as it allows us to reflect and improve our service. While we regret that we were unable to provide a resolution that fully meets your expectations, please know that your concerns have been heard, and we will take them into consideration moving forward.
  Once again, we apologize for the inconvenience and frustration you faced. If there is anything else we can do within our capacity, please let us know.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23401009
  
  I am rejecting this response because:
  Is this a joke?  Its your policy not to reimburse expenses in which your company is responsible for?  That is unacceptable. Exceptions to policy are made every day by the government office I work for, therefore your excuse of this policy are simply a way to avoid taking responsibility for your negligence.  For ever dollar I lost will be a review posted regarding this issue.  It may not  make me whole by the financial and stress your company cause, it will give me satisfaction knowing I warn others of your irresponsible policies which do not benefit your customers. You are a disgrace of a company. There are plenty there that will benefit from this for warning.  There are also better customer service oriented companies that deserve our business; you do not 

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

  

  Business Response

  Date: 06/05/2025

  Could you please provide us with your confirmation number? We'll take a closer look at the issue and see what we can do to assist you. We sincerely apologize once again for any inconvenience. While we must adhere to our policies, we will review the matter thoroughly. However, we do require a reservation number to proceed.
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23401009
  
  I am rejecting this response because:
  Look it up. You have my name. You caused me enough grief, stress and bs. Dont play games with me. I sent you everything months ago. Im  sure with your so called policies, you have a file on  this complaint. You made me go through enough hoops look it up. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/16/2025

  Dear *******,

  We understand how frustrating this situation must be, and we sincerely regret any stress or inconvenience it has caused you.

  Someone from our team will be reaching out to you shortly to discuss this matter further and see how we can assist you. Please know that we value our customers and take all feedback seriously. We appreciate your patience and look forward to working toward a resolution.