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

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:09/03/2025

  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.

  Paid for parking at my office building. Paid for 4 days. DAY 1 9/2/2025 No problem. Today 9/3/2025 couldn't check in and when I got the parking ticket the ***** door opened and the ticket flew away. When I left I couldn't check out. Called customer service and was told there was no in or out. I kindly request a refund d forlr the reaming 2 days since I can't use them and my order is cancelled

  

  Business Response

  Date: 09/04/2025

  Dear ******,

  Thank you for reaching out and letting us know what happened. Im sorry to hear about the trouble you experienced at the garage.
  

  In order for us to review your request and assist with the refund for the unused days, could you please provide your reservation confirmation number? Once we have that, well be able to look into the details and get this resolved for you.
  

  Looking forward to your reply.

• Initial Complaint

  Date:08/26/2025

  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.

  We purchased the airport parking near SJC on 5/11/2024. We were charged $49.40, as stated on the website. Since then, by about mid-month of each month, there was a charge of $1.95 via our credit card on their file. We didn't notice it until this August, when the charge was raised to $2.95. We did not subscribe to any of Way.com's services. We called our credit card company to open a dispute. The credit card bank was able to reverse the charges since January of this year. They couldn't do anything about 2024. Since this was a small amount of money, we did not notice the monthly charge until now. This is not a honest way of doing business. Thank you.

  

  Business Response

  Date: 08/26/2025

  Dear ******, 

  Thank you for bringing this to our attention. I understand how frustrating it must have been to see recurring charges you werent expecting, and I want to clarify how this works.
  

  When a parking reservation is first booked through our platform, customers are automatically enrolled in our Way+ membership, which provides discounts and additional benefits. At checkout, there is an option to opt out of the subscription before completing the purchase. If that option is not unchecked, the membership continues on a monthly basis.
  

  I can see how easy it would be to miss this detail, especially if the charge is small and not immediately noticed. Im glad your credit card company was able to reverse the most recent charges, and Ive made sure your subscription has been fully canceled so no further charges will occur.
  

  We certainly dont want you to feel misled, and Ill also share your feedback with our team to make sure were presenting this option as clearly as possible during checkout.
  

  Thank you again for reaching out, please let me know if there is anything else I can assist you with. 

• Initial Complaint

  Date:08/21/2025

  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.

  Because I have already wasted so much of my time attempting to fix what should have been a simple matter, I used ChatGPT to condense my *** fraud hotline report Hello,I attended *** 318 in ***********, ********* on July 19, 2025. Prior to the event, I purchased UFC 318 Parking through Way.com, which was explicitly advertised as such when I searched for parking. I parked my Turo rental in the designated structure and attended the event without issue.On August 16, 2025, I received a Turo notification that I owed $103 due to a ticket issued at 9:30pm by that same structure. I immediately contacted Way.com (around 11:30am). They informed me my parking ended at 9:00pm. This is nonsensicalUFC main cards begin at 9:00pm. No reasonable customer would purchase *** 318 parking that expired just as the main event started.Way.com insisted I was mistaken about the event schedule, despite me personally attending. Their representatives demonstrated little understanding of *** event structure (early prelims, prelims, main card duration), which in itself is fineuntil they sell event-specific parking under misleading terms.Their final correspondence claimed I waited a month to report the issue (ignoring that I contacted them within an hour of receiving the ticket notification) and told me to seek resolution through Turosomething that makes no sense. I had no choice but to pay Turo or risk account ************* minimum, I believe Way.com falsely advertised UFC 318 parking while only providing coverage through 9:00pm, effectively ending before the headlining fights began. Whether this was a genuine error in event understanding or intentional misrepresentation, I should not be penalized. I am requesting reimbursement for the $103 ticket, though given their dismissive handling of the matter, I wonder if further action is warranted.

  

  Business Response

  Date: 08/22/2025

  Dear ****, 

  Thank you for taking the time to share your concerns. We understand how frustrating it must have been to receive a citation after what should have been a straightforward parking experience.

  
  We reviewed your reservation and the details surrounding your situation. It is important to note that the check-in and check-out times were clearly listed on both the reservation details page and in your confirmation email. While you mentioned not noticing these times, all event reservations are structured for a standard 3 hours, with an additional 3 hours provided as buffer time (2 hours pre-event and 1-hour post-event). This information is sourced directly from Ticketmaster. Unfortunately, Ticketmaster does not always provide exact event end times, which means parking durations may not align perfectly with how long certain events such as UFC matches, ultimately run.

  We also coordinated with the vendor, who was understanding of the situation and advised that you appeal directly to have the citation voided. Even after we provided this guidance, the citation was paid instead. Additionally, the reservation was not extended either through our platform or directly with the parking facility. Had we been contacted on the day of your reservation, we would have been able to assist with extending your time and help prevent this outcome.

  We understand that this experience was not ideal, and we regret that it caused you both inconvenience and additional expense. That said, the reservation terms and coverage period were displayed at the time of booking, and unfortunately, we are unable to reimburse the citation since the stay exceeded the allotted reservation window.

  
  We appreciate your feedback and will continue working with our partners to minimize situations like this in the future.

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23776820
  
  I am rejecting this response because:

  First of all, the guidance you provided me to "discuss the matter with my rental company" was provided on August 20, 2025 via email. I clearly stated upon my first call to customer service on August 16th that I had to pay the ticket to the vehicle owner on Turo by August 18th or have my account permanently disabled. Can you please clarify how I would have been able to follow this guidance issued two days after my Turo account would have been disabled had I not already paid? 

  Furthermore, I would like clarification as to why the product was advertised as parking for *** 318 when it did not even cover the main card. I cannot see the ticketmaster listing anymore as the event is past, but it clearly states on ******* and other sources that the main event begins at 10:00pm AST. Why then was the parking scheduled to end at the same time? This would help me greatly if I were able to have an understanding of why I was a sold parking service/product labeled this way. It is pretty misleading to promote something as parking for an event, but the parking ends when the event begins. I am very confused by this, and indeed have lost over a hundred dollars because I purchased this mislabeled and misleading product. I understand that the time was on the reservation, but I did not parse that detail carefully as again, the main heading was that I had purchased *** 318 parking. Your company labeled the product that way. So again, I would like to understand why the product was labeled like that when it is very clear now that it did not cover the duration of the event whatosever, and indeed ended at the same time the. main card started. 

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

  

  Business Response

  Date: 08/26/2025

  Thank you for your follow-up. I want to address the points you raised and provide some clarity.

  First, regarding the guidance about contacting your rental company, I understand your frustration with the timing. While our team did share that advice on August 20, I see from your explanation that you had already been required to resolve the matter by August 18 in order to keep your Turo account active. I regret that our email was not helpful to you at that stage.

  On the *** 318 parking reservation, I want to be clear about how the booking details were displayed. Ive attached two documents for you to review:

  1. Your confirmation email This shows the exact check-in and check-out times tied to your reservation, including the window of access.
  2. A checkout page example This shows that at the time of booking; the system provides both the check-in and check-out times as well as the two-hour early arrival period and one-hour ***** period after departure.
  

  In this case, the ticket was issued because the vehicle remained in the lot beyond the reservations stated end time. We do make those times clear at checkout and in the confirmation, and unfortunately, staying past the scheduled departure time is what resulted in the violation.
  

  That said, we did process a full refund for your original reservation as a gesture of goodwill. Beyond that, the citation from the lot was outside of what were able to cover since it was tied to overstaying beyond the booked timeframe.
  

  I understand this has been a frustrating experience, but I do want to emphasize that the reservation times were clearly provided both before and after booking. Ive shared your concerns internally so that we can continue to review how event-related parking is labeled to avoid similar confusion going forward.
  

  Thank you again for your feedback.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23776820
  
  Hello,

  I am glad you are able to acknowledge the inadequacy of your previous suggestion to reach out to Turo two days after the ticket was due. It was, indeed, not helpful. 

  In your previous correspondence you indicated that you applied a "standard event time" of 3 hours from the event start time. I have attached screenshots indicating what is the standard duration for a UFC event, which is certainly much longer than what you guys had apportioned. 

  While it is true that the confirmation times were in the email, I did not look at them closely because things often display incorrectly due to my constant changing of time zones. The fact is that I purchased a product advertised and headlined in bold as UFC 318 parking. In consumer protection law, there is a concept known as the reasonable consumer test, and it refers to what a reasonable consumer could expect from a product description. In this case, a reasonable consumer could expect UFC 318 parking would cover the duration of UFC 318. 

  You issued me a refund of $10, which, while certainly a step in the right direction, does little to rectify the $103 ticket I had to pay on account of you miscalculating the standard event duration of a *** event as 3 hours when it is in fact at minimum 5 but usually roughly 6 hours. I understand that you got the start time of 5pm from ticketmaster, and this is true that the early prelims started at 5pm. Prelims start at 7pm, and the main card starts at 9pm. 

  Can you please explain to me what was your intention as a business to offer a parking service that ends at the same exact time the main card starts? Many attendees don't even watch the prelims and early prelims and instead only show up for the main card. Was it inderd your intention to offer such a faulty service and did you anticipate there would be a high demand for such a product? Why would you advertise it as UFC 318 parking if it not cover arguably the most important portion of *** 318, the main card? 

  In any case, I am not asking for the world; I am simply asking for the $103 dollars I had to pay on account of receiving a ticket after having purchased parking that a reasonable consumer could have assumed would cover the duration of the event due to the fact that it was titled UFC 318 parking. I did not pay close attention to the time as again, the main heading of what I purchased was described as *** 318 parking and thus my assumption was that it would cover UFC 318. Please let me know how I can make this any clearer. 

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

• Initial Complaint

  Date:08/19/2025

  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 used way.com to book a parking spot at a hotel near the *************** for five days. They have since tried to bill me anywhere from 1.95 to 2.95 a month for god knows what. I didn't knowingly sign up for any subscription service to them and I want it to stop. Don't book parking with Way.com!!

  

  Business Response

  Date: 08/22/2025

  Dear ******, 

  Thank you for reaching out and sharing your concerns. I understand your frustration regarding the unexpected subscription charges.

  
  At the time of checkout for your parking reservation, all customers are automatically enrolled in our Way+ Subscription, which is displayed on the payment page along with the option to opt out before completing the purchase. I realize this may not have been clear during your booking, and I apologize for the confusion this caused.

  
  Weve gone ahead and canceled your subscription so no further charges will occur. If you would like, we can also review your account to ensure any recent subscription charges are refunded.
  We appreciate your feedback, as it helps us improve clarity for our customers, and Im sorry again for the inconvenience this caused.

• Initial Complaint

  Date:08/12/2025

  Type:Billing 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 airport parking at *************************** for July 11 at 10am- July 14 at 2am. When I arrived at the lot I could not understand how to enter as there was no parking attendant. I opened the app to see if there was a QR code to enter the lot, but there was not. I took a ticket from the machine even though I had already prepaid. I put my phone in my pocket and proceeded to the Hilton airport shuttle to the airport. I looked at my phone and saw that when I put it in my pocket it swiped to extend my parking until Aug 9 and had charged me an additional $500. I immediately called Way.com and explained the entire situation and asked then to reverse the charge. I was assured I would be refunded upon check out on July ***** flight was delayed and I checked out on July 15. I have called and emailed for two days attempting to retrieve a refund and have been told I am being given a credit for future parking, which I do not want. I have contacted the ****** twice to request a receipt showing my check out date of July 15 and have provided my original parking ticket, which they used to check me out on July 15. They are not responding. Please find attached the confirmation I received of the extended parking until Aug 9 that was issued in error, along with the phone log showing my call to Way.com in *********, ** at 10:07am to report the error as soon as I noticed it and request a refund, my original parking receipt showing July *****, my flight itinerary showing delay and arrival to ****** on July 15. I have also included my parking ticket showing check in on July 11 at 9:54am, which was also the receipt returned to me to use for exiting the parking lot on July 15. This is the only receipt I was given. I have called the Hilton to request further records to prove my check out date.

  

  Business Response

  Date: 08/12/2025

  Dear *******,

  
  Thank you for taking the time to share the full details of your experience. I understand how frustrating and stressful this situation must have been, especially with your travel delays.

  
  Ive confirmed that your refund for the additional $464.50 charge was processed on August 9, 2025. Depending on your bank, it may take a few business days for the funds to appear in your account.

  
  We truly regret the confusion at the lot and the inconvenience it caused. Ive shared your feedback with our team to help prevent similar issues in the future, including clearer instructions for unattended lots and safeguards to avoid accidental booking extensions in the app.

  
  If you have any further questions or concerns about the refund or your experience, please dont hesitate to reply to this message so we can assist right away.
  Thank you for giving us the opportunity to resolve this for you.

  Customer Answer

  Date: 08/12/2025

  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:07/30/2025

  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.

  Way is horrible. The parking garage is horrible as well. I believe in second chances but I have parked here twice and never again will I ever park here. This last time was my last time. I had to take a **** because the shuttle left before 6am I got there at 5:45am and no one stopped me knowing they didnt have any parking so I came back down like why nobody didnt stop me for the valet parking. Then coming back I called twice and I called Way because I had extended my time on my trip. They didnt answer the phone even though when I finally got there the man was sitting right by the phone. Coming back because it was freezing waiting on them I had to hop on a hotel shuttle that was close to that the parking spot and then catch another Lfyt. When I asked the lady with glasses and braids what was taking her so long she said oh I was on lunch and we only run every hour. The other driver you must have missed but he is at the other parking garage smh So yall dont have enough drivers, youre on lunch and this man is sitting right by the phone and aint answering. Yall run your own show, Got it! Its frustrating already enough for airport passengers and then when youre seeing all these shuttles passing you by and not the shuttle youre looking for it becomes even more frustrating. ***** Parking came by at least 3 times, Hilton shuttle came by 2 times,Marriott came by 2 times.

  

  Business Response

  Date: 07/31/2025

  Dear *****, 

  Thank you for reaching out regarding your recent visit to ********************* Parking. We truly appreciate you taking the time to share your experience.

  
  After thoroughly reviewing your concerns, we reached out to the lot and confirmed that shuttle services were available on both July 25th and July 28th. Additionally, our records show that you contacted Way.com to request an extension of your parking stay. Our customer service team responded by advising you to contact the lot directly and provided their phone number for convenience.

  
  Please note, we did not receive any notification from you regarding shuttle issues upon your arrival. Had we been informed, we would have gladly looked into the matter and helped ensure a smoother experience on your return.

  
  We also noticed that you remained at the lot approximately four hours beyond your scheduled 3:15 PM checkout time without incurring any additional charges. We hope this courtesy helped ease any inconvenience you experienced.

  
  While we understand the frustration of having to arrange alternate transportation, such as a Lyft, we want to emphasize that our team was prepared to assist with shuttle coordination had we been made aware.

  
  Your feedback is valuable, and we remain committed to delivering reliable service. If there's anything further, we can do or if you have additional concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23675936
  
  I am rejecting this response because:
  First I need you to run the tapes and it will tell you a different story. I have proof that Friday morning when I got there no one stopped me saying the lot was full. I also have proof that the shuttle bus took off before time. I also have proof showing that I called you all twice and I called the South Bay LAX three times nobody answered the phones. Nobody is going to keep calling the place if they answered the phone. 
  Then when I finally returned to ********* LAX it was a ***** *** sitting right by the phone but on his own personal cellphone. I also spoke to the lady driver and she stated she was on lunch break. If you run  the tapes you see me talking to her about the schedule. She was clueless as to what happened but all she kept saying was she was lunch break. 
  South Bay LAX is running their own show. Nobody is taking accountability for their horrible service when ensuring customers get a shuttle ride to the airport. 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/04/2025

  Dear *****,

  Thank you for your message. I understand youre frustrated, and I want to be transparent about what weve reviewed and what were able to do.

  
  While were still checking in with the South Bay ******** regarding the concerns you raised, I want to clarify a few important points.

  
  The shuttle service provided at this location is operated directly by the hotel and is complimentary. We understand that it's listed in the description, but it is not a service we charge fornor is it guaranteed in the same way as your parking reservation.

  
  You did use the parking service as booked, and records show that your parking stay was even extended beyond your original reservation without any additional charge. Because the parking itself was not denied or disrupted, and no charges were made for the shuttle, we are unable to offer a refund.

  
  That said, Im still following up with the on-site team to ensure your feedback is addressed internally. The experience you described is not the kind of service we expect from our partners, and Ill make sure its reviewed seriously.
  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23675936
  
  I am rejecting this response because: number one I did stay over the time because if flight issues that were out of my control. I also paid an extra $15.00. 
  I am upset because both times I was forced to take a **** because the shuttle service left before the time which was 6am. Then coming back I was waiting about 45 minutes at the airport. I called them twice. No answer. When I finally got there a lady shuttle driver said she was on lunch break. There was nothing said after that. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  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 booked a same-day reservation for airport parking using Way.com. This was my first time and was pressed for time due to a last minute change in transport. Reservation was made in June 28, 2025 until July 11. Confirmation order #OG153083374. The photos advertised and reviews scored high. The actual lot was the complete opposite. This was fraudulent advertising. I didnt have time to find an alternative without missing my flight so I called my son in ******* to go get my car out asap which he was able to do 2 hrs later (he had my reservation email with confirmation number). I immediately asked for a refund but the lot never handed any paperwork. They barely spoke English. Way.com knew I got my car out but refuse to refund me without the paperwork. Im fortunate I could get my car out 2 hrs later. Further research on ****** about the lot was eye-opening with cars damaged, poor service, etc. I filed a claim with my credit card company after giving Way.com ample time to make this right. They should not be in business with false advertising. I will never use them again. Photos, emails and documents have been emailed to the business via numerous attempts to resolve this for a refund.

  

  Business Response

  Date: 07/29/2025

  Dear *********,

  Weve reviewed your reservation and all communication youve submitted, and we appreciate you taking the time to provide photos and documentation. Its clear you acted quickly to retrieve your vehicle under difficult circumstances, and were glad your son was able to assist.

  Please know that we take complaints like yours seriously and continue to evaluate the quality and reliability of our partner locations. Regarding your refund request: our system currently shows that a chargeback dispute has been filed through your credit card provider. While the dispute remains open, were unfortunately unable to process the partial refund you requested the account is temporarily locked from any transactions until the dispute is resolved.

  
  Once your credit card company drops or closes the dispute, we can resume action on our end and move forward with the refund as discussed. Were here to help make that happen as smoothly as possible once the hold is lifted.

  
  Thank you again for bringing this to our attention, and we do hope youll reconsider working with us in the future. If you have any questions or need assistance navigating the dispute process, please dont hesitate to reach out.

• 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,
  
  ****** *********