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:11/17/2025

  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 prepaid cruise parking through Way.com for Courtyard by ***************************/*****. My vehicle (2025 ****** Corolla, silver) was parked from Nov 8Nov 15. When I returned, my car was damaged.The hotel admitted there are no security cameras covering the area they specifically direct Way.com customers to park. They also refused responsibility and offered no assistance.Way.com told me they are only a third-party platform, even though they profit from my booking, promote this specific hotel, and instruct customers to rely on their partner locations.Both companies are pointing fingers at each other and refusing accountability, despite the fact that my car was damaged under a paid parking agreement.I am requesting: Corporate review A formal investigation into the unsafe, unmonitored parking area Assistance or compensation for damages Written incident reports and security documentation This incident is being ignored locally; I need corporate intervention.

  

  Business Response

  Date: 11/18/2025

  Dear ******,

  Thank you for bringing this matter to our attention. Were truly sorry to hear about the damage to your vehicle and the distress this situation has caused. We understand how upsetting it is to return from a trip and face unexpected issues like this, and we want to assure you that were taking your concerns seriously.
  

  Our team has already reached out to the Courtyard by ***************************/Doral to address the incident and gather more information. You should expect to hear back from ****, our dedicated representative, very soon with an update.
  

  While Way.com operates as a booking platform, we recognize our responsibility in facilitating safe and reliable parking experiences. We are actively working with the vendor to review the circumstances surrounding your reservation, including the lack of surveillance in the designated parking area. Your request for a corporate review and formal investigation has been noted, and were committed to following through.
  

  We appreciate your patience as we continue to advocate on your behalf. Please know that were doing everything we can to ensure this is handled appropriately and transparently.

• Initial Complaint

  Date:11/16/2025

  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 reserve a parking space. I accidentally booked two reservations one for 10 and one for 12 on 11/15/2025. We arrived at the parking garage at 9:55. I had to call way.com because I was not give an option to cancel the extra reservation. They left me on hold for 8 min to tell me the were cancelling the 10 am appointment because it was booked only booked for 15 min. I told them the it should have been for 10-3pm. They could not tell me how I would be charged. The parking garage has a daily fee of *****. Way.com fee was 8.24. When I left the garage at 12:10 I was charged ***** for the day. I called way.com again and explained this. They requested I send screenshots of the charge to get a refund which I provided. I was then informed by email I could only get credit. I expressed that when I called the second time I was told I would get a refund not credit. I am now being informed I am not getting that because I was in the garage at 12pm. It makes no since that they would still charge me and refuse to give me my money back when I provided proof that I paid the garage directly for their full daily rate.

  

  Business Response

  Date: 11/18/2025

  Dear *******,

  Thank you for reaching out and sharing your experience with us. We truly understand how frustrating this situation has been, and we appreciate your patience as we worked through the details.

  We want to confirm that your refund has now been successfully processed. You should see the amount reflected in your account shortly, depending on your banks processing times.

  We also want to sincerely apologize for the confusion and inconvenience you encountered especially around the duplicate booking, the hold time, and the miscommunication regarding the refund versus credit. Thats not the experience we aim to provide, and were taking steps internally to ensure clearer communication and smoother resolution processes moving forward.

  
  Your feedback is incredibly valuable, and were grateful you took the time to share it. If you have any further questions or need assistance with future reservations, please dont hesitate to reach out.

  Customer Answer

  Date: 11/21/2025

   
  Complaint: 24155559
  
  I am rejecting this response because: I was not refunded for both reservation only one. I was charged a lesser amount of 7.80 but this is still not exceptable.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/25/2025

  Dear *******,

  Thank you for your message. We're sorry for the misunderstanding and for any frustration this has caused.

  Weve reviewed your account, and we can confirm that the refund for the additional reservation is now being processed. You will see the full refund reflected on your account within 57 business days, depending on your banks processing times.

  If you have any other questions or need further assistance, please let us know were here to help.

• Initial Complaint

  Date:11/07/2025

  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 filing this complaint due to Way.com's profound ethical failure, its refusal to resolve damages caused by their vendor, and repeated accusations of my dishonesty.On Oct 25, 2025, I checked in for Way Booking # OG154781388. The service failed immediately due to three deceptions:False Address: The app listed address (*****************) was incorrect, requiring a long, stressful detour.False Hours: Despite the app implying late hours, the vendor's staff informed me the lot closes at 9:00 PM on my pick-up date, making my scheduled 9:30 PM pickup impossible. Staff promised a full refund of the $102.39 CAD on-site payment, forcing me to pay $135.60 CAD for alternate parking.Way's Deceptive Attitude: When seeking resolution, Way repeatedly dismissed my claims and stated they 'confirmed' the vendor closes at 11:00 PMdirectly contradicting my verified account and accusing me of misrepresenting the facts. Way has refused to leverage its power to secure the $102.39 CAD refund promised by its vendor, even after I have explained how the vendor was denying such a transaction has even occured. Unilaterally retracted an offer to compensate the $135.60 CAD alternate parking fee.Way.com is actively waiving its responsibility, prioritizing the protection of a dishonest vendor over customer trust. This lack of accountability and their accusatory posture are unacceptable and reflect a serious failure of business ethics.

  

  Business Response

  Date: 11/10/2025

  Dear Cymone,

  Thank you for taking the time to lay out what happened. I understand why youre frustrated, and Im sorry that your experience was stressful and that you felt dismissed during the follow-up process. You should not have been put in a position where you had to scramble for alternate parking or feel that your account was being questioned.

  We are currently working directly with the vendor to secure the refund of the $102.39 CAD that was promised to you on-site. Once the vendor completes that transaction on their end, we will follow up with you to confirm. That part is still in progress, and well continue to push it forward.
  

  Regarding the $135.60 CAD spent on alternate parking, we arent able to reimburse that amount. I recognize that may not be the outcome you were hoping for, but we want to offer something meaningful for a future trip. We can apply $30 in ******** to your account, which can be used toward your next parking reservation.
  

  We appreciate your patience while we finalize the refund with the vendor. If you need direct follow-up, please reply to your existing support thread and well make sure youre kept updated.

  Customer Answer

  Date: 11/13/2025

   
  Complaint: 24120080
  
  I am rejecting this response because while I acknowledge and appreciate Way.com's commitment to actively intervene and follow up with the vendor, Routes Airport Parking. This is a significant step forward from their initial lack of support.

  
  However, the matter is NOT RESOLVED, and I am currently NOT SATISFIED.

  
  While Way has promised to help, the key issue remains:
  The full refund of $102.39 CAD that I paid directly to Routes Airport Parking has not yet been processed.
  I have provided Way.com with all necessary information, including the transaction screenshot and stressed that the Way Confirmation No. (# OG154781388) is the only identifier, as the vendor failed to issue a receipt. I am currently waiting for Way's next update following that detailed information.

  
  Resolution Goal: I will only consider this complaint resolved once the full $102.39 CAD refund is successfully returned to my bank account.
  I request that the BBB keep this complaint ACTIVE as I monitor the outcome of the intervention promised by Way.com.
  Thank you for your assistance.
  
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 11/18/2025

  Dear Ms. **************** you for your continued patience and for sharing your concerns so clearly.
  

  We want to sincerely acknowledge your frustration and reiterate that we are actively working with Routes Airport Parking to help resolve this matter. While we have already issued a refund for the portion of the reservation made through Way.com, we understand that the core issue the $102.39 CAD paid directly to the alternative parking lot remains unresolved.
  

  Weve escalated your case with Routes Airport Parking and provided them with all the documentation you shared, including the transaction screenshot and confirmation number (#OGI54781388). We continue to follow up regularly and press for a full refund to be issued to your account. Unfortunately, as this payment was made directly to another lot, we are not authorized to process that refund ourselves.
  

  Regarding the discrepancy in operating hours, our platform reflects the hours provided to us by the lot owner, which state they are open until 11 PM. Were unsure why you were informed otherwise, but we are investigating this with the vendor to ensure accurate information is consistently communicated.
  

  Please know that your experience matters deeply to us, and we will not stop pursuing a resolution until this is addressed. We will keep you updated with any developments as soon as we hear back from the vendor.

  Thank you again for your patience and for allowing us the opportunity to make this right.

  Customer Answer

  Date: 11/23/2025

   
  Complaint: 24120080
  

  I am NOT SATISFIED, and the matter is NOT RESOLVED for the following reasons:

  Vendor Stall Tactic (Cheque): The vendor has stated they will issue the refund of $102.39 CAD via chequedespite the original payment being made by credit card. This method is an unacceptable stall tactic, as it is slow, untraceable, and unnecessarily complicated. I have demanded the vendor attempt to refund the original credit card first.

  Funds Not Verified: The cheque has not been received, and therefore, the funds are not secure. A refund is not complete until the payment is received and cleared by the bank.

  Way's Continued Lack of Accountability: Way.com's only recent communication was a generic email (dated [State the approximate date of their generic email, e.g., 4 days ago]) stating they would investigate in 3-5 days. Way has failed to follow up with any concrete update on their internal investigation or confirm whether the progress with the vendor is a result of their efforts. This suggests Way is more concerned with sending a placeholder response to the BBB than genuinely being accountable for closing the issue.

  Resolution Goal: I will only consider this complaint CLOSED once the full refund of $102.39 CAD is securely in my bank account.

  
  I request that the BBB keep this complaint ACTIVE. Way.com needs to be held accountable for the final recovery of funds and their initial refusal to accept responsibility for their vendor's operational deceit.
  Thank you for your assistance.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:10/22/2025

  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.

  Hi, I made a parking reservation with Way.com in a parking lot in *************, paying $5.94 upfront and registering my car plate for the reservation. However, I had to pay the full price when exiting the parking, $30. I'm asking for its refund.The Way.com confirmation did not have a QR code. No attendant was present at the parking. When I reached out to support the day after, attaching my ticket, they said it was due to an early check-in (6 min), but this is irrelevant: at no time, I was able to show my Way.com confirmation (if time had been an issue when checking in, I would just have waited).Way.com refunded their $5.94 order, but I'm asking for the refund of the $30 ticket, just honoring the original price (so asking for an additional $24.06 refund).Thank you!

  

  Business Response

  Date: 10/27/2025

  Dear Sylvian, 

  We appreciate you reaching out and were sorry for the trouble you experienced at the parking location. After reviewing your case, our team confirmed that the issue occurred because the parking lot system did not recognize your reservation when you arrived slightly earlier than your scheduled check-in time.
  

  Although our partners system treated this as an early entry, we understand this was an inconvenience. We refunded the $5.94 you paid through Way.com and, as a goodwill gesture, added $25 in account credits and a $9 promo code (THANKYOU9) to your Way.com account for a future reservation.
  

  While we are unable to refund the $30 lot charge directly since it was paid to the parking operator, the credits and promo code provided can be applied toward upcoming bookings to offset this cost.
  We value your feedback and have shared this incident with the lot management team to help prevent similar issues in the future.

• Initial Complaint

  Date:10/13/2025

  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.

  Way.com charges $2.95 per month. I never approved this charge or received services from way.com. These charges were completely unauthorized.

  

  Business Response

  Date: 10/20/2025

  Dear *****,

  Were sorry to hear about your concern regarding the $2.95 monthly charge. It appears that a Way+ subscription was created on your account. We understand your frustration and have already taken steps to resolve this.
  Your Way+ subscription has been cancelled, and one of our customer service team members will reach out to you directly to confirm the cancellation and review your account in detail.
  We appreciate you bringing this to our attention and giving us the opportunity to make things right.

  Customer Answer

  Date: 10/20/2025

  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:10/05/2025

  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 went on way.com several months ago to book parking while I flew to ************ from *********, *********. When I returned from my trip, the hotel phone number was disconnected, I could not reach anyone for a shuttle, and Way.com informed me that the shuttle was a courtesy, even though I specifically booked with this hotel because they had the shuttle. Way was not helpful, telling me I could take an **** or Lyft and they would reimburse me if I filed within 24 hours and they felt it was legitimate.

  

  Business Response

  Date: 10/20/2025

  Dear *****, 

  Were sorry to hear about your experience during your recent trip. We reviewed your reservation and confirmed that the parking location you selected requires guests to schedule their shuttle pickup at least two hours in advance by calling the hotel directly. The shuttle operates from 4:30 AM to 10:00 PM, departing from the hotel on the half hour, every hour.

  We understand how frustrating it can be when youre unable to reach the hotel after returning from a trip. Our support teams intention in offering an **** or Lyft reimbursement was to help you get back to your vehicle as quickly as possible.
  

  If you were unable to connect with the hotel shuttle despite following the scheduling instructions, please reply to our team or reach out to *************** so we can review your situation and determine the best way to make it right.

  Customer Answer

  Date: 10/20/2025

   
  Complaint: 23974844
  
  I am rejecting this response because:  The hotel was undergoing a complete renovation and the lobby was closed. The shuttle was not available at ALL. This booking should never have occurred at this location at this particular time. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/27/2025

  Dear *****, 

  Im very sorry for the inconvenience you experienced. We were not made aware that the hotel was undergoing a full renovation, which included the shuttle service being unavailable and the lobby closed. I understand how frustrating that must have been.

  Please send us your Lyft receipt so we can review it and determine reimbursement options.
  

  Thank you for bringing this to our attention weve flagged this location for immediate review to prevent future issues.

• Initial Complaint

  Date:09/12/2025

  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.

  Hi Team,I noticed in my credit card history way.com has charged $2.95 recently on September 8, 2025;despite I have not used any of the service recently; could you please assist to revert the charge and close the subscription

  

  Business Response

  Date: 09/16/2025

  Dear **********
  Im sorry for any confusion or frustration this charge may have caused. Weve gone ahead and canceled your subscription, and the $2.95 charge will be refunded. For future reference, there is an option to opt out of the monthly subscription during checkout to prevent any unexpected charges.

  
  Thank you for bringing this to our attention, and we appreciate your understanding.

• 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:09/02/2025

  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 am formally expressing our dissatisfaction with how our parking reservation was handled.Confirmation#OG153985355 /****************** EWR Parking, booked through Way.com for August 1518, 2025, check-in 1:30 p.m. on August 15. Prepaid amount: $59.94.Issue: Upon arrival at the lot, son was told the lot was full & reservation could not be honored. Was advised to try another lot, but after calling ahead, that lot was also full. With flight departure approaching, had no choice but to park directly at ************** for $210.00. This forced son to pay $150.06 more than planned. As a college student, this was an unexpected financial burden. Way.com promised a refund of the original $59.94 within 7-10 business days,( which has not been refunded yet) but this does not address the larger issue. The purpose of prepaying through Way.com was to guarantee a spot, per their policy. If the lot could not honor the reservation, Way.com should have notified him PRIOR to scheduled arrival time and arranged an "available" alternative spot at no extra charge. Since this did not occur, he should not be left to absorb the additional $150.06 expense. I have reached out to customer service and they are only offering to refund the $59.94 which is the amount he prepaid on their app. They are not taking any responsibility for this as they state their role is to facilitate reservations with parking providers and as a "good faith gesture" they are processing a full refund for the $59.94!

  

  Business Response

  Date: 09/03/2025

  Dear *****,

  Thank you for reaching out and for sharing your concerns regarding your recent reservation with ****************** at EWR through Way.com. I understand how frustrating this experience was, especially given the time-sensitive nature of catching a flight and the additional expense involved.
  

  Occasionally, situations arise where other travelers do not return to pick up their vehicles on time. This can result in a lot being at capacity even when reservations are in place. While this is rare, it unfortunately happened in this case.
  

  When you contacted our team to report that the lot was full, our agent offered to move your reservation to another partnered facility. At that point, you requested a refund and chose to park directly at the airport instead. Because the reservation was not used and the lot did not collect payment from you, the amount eligible for refund is the prepaid $59.94 made through our platform. That refund was processed on 8/15.
  

  I realize this does not cover the higher cost you incurred at the airport, but since an alternative option was offered and declined, we are unable to reimburse expenses outside of the original booking.
  

  We value your business and regret that your experience did not meet expectations. Your feedback has been shared with our operations team to help minimize these situations in the future.

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23829452
  
  I am rejecting this response because: it is misleading to suggest that my son "declined" alternatives. When he arrived at the lot of 8/15/2025, he was told the lot was full. He immediately called Way.com support at ***************. He then spent 17 minutes on the phone with their support team while they contacted another lot-only to be told that lot was also full. With his flight time approaching, he could not continue waiting on hold while Way.com's team attempted further calls.  I have attached a screenshot showing the date, the call number, and the duration as proof of this call.  I would also note that Way.com should have records of this call connected to his reservation. It is very concerning that despite this evidence, Way.com continues to characterize my son's actions as though he "immediately declined" their offer to secure a spot at an alternative lot and asked for a refund. That is not accurate and does not reflect what actually happened.  He infact, waited patiently on hold for their support team to attempt to secure another spot. However, with time running out, he had to leave and park at the airport to avoid missing his flight. He paid $210 to park at the airport which is an additional $150.06 more than the reservation he had with Way.com.  I believe the screenshot of the call will show the truth of what actually occurred. 
  
  **** ********

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

  

  Business Response

  Date: 09/19/2025

  Hello, 

  Thank you for the detailed explanation and for sharing the call screenshot. I reviewed the reservation and can confirm that the original charge has already been fully refunded.

  Im sorry for the stress this caused on a travel day. Our notes show that our support team was working to locate another lot, and I understand how running up against a flight time left no good options. While we cant reimburse the additional cost of airport parking, we do want to acknowledge the inconvenience. We would be happy to add  ******** to the account linked to this reservation so they can be used toward a future booking.

  We value your feedback and will share it with our operations team to help improve how we handle situations when lots fill unexpectedly.
  

  Thank you again for taking the time to clarify what happened.

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23829452
  
  I am rejecting this response because:
  Thank you for the response. While I appreciate the refund of the original $59.94, Way.coms proposed resolution of offering Waybucks is not acceptable. This does not address the $150.06 in additional costs my son was forced to pay directly to ************** because his prepaid reservation could not be reasonably honored.
  

  It is misleading for Way.com to suggest he declined alternatives. In reality, when he arrived at the reserved lot on 8/15/25 at 1:30 p.m., he was told the lot was full. He immediately called Way.com support and spent 17 minutes on the phone while the agent contacted another lot, only to be told that lot was also full. With his flight time approaching, it was unreasonable to expect him to remain on hold indefinitely while more calls were made. He had no choice but to park at the airport at significant additional cost. I have already provided documentation, including a screenshot of the call duration, to confirm this timeline.
  Way.coms own policy promises that if a reserved lot is full, customers will be provided nearby parking at no additional cost. This policy was not fulfilled. A refund of the original $59.94, plus a company credit for future business, does not remedy the actual financial harm. My son remains out $150.06, which is the direct result of Way.coms failure to deliver on its promise of a guaranteed reservation.
  

  I respectfully reject the offer of ******** and continue to request full reimbursement of the additional $150.06. Until this matter is resolved, I will continue pursuing all available consumer protection channels to hold Way.com accountable.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/29/2025

  ****, 

  We understand why youre frustrated, and we want to be clear that weve reviewed the information carefully.

  
  As we discussed by phone, you initially accepted our $50 reimbursement and later decided not to move forward with it. Given the additional information youve provided, we are re-evaluating the matter to ensure our response is fair and accurate.

  
  Well follow up once the review is complete. I appreciate your patience while we take another look.

  Customer Answer

  Date: 10/03/2025

  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:09/01/2025

  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 with way.com in hopes of finding an area to park while I was on the way to an event in *********, and was under the impression that parking at the *********** in uptown was, according to the website, private, outdoor, and self-service. So, I figured I would reserve a spot so my car could stay be safe and we could be close to the venue. However, upon arrival at the parking deck, we were told that it was a private valet for the ***************** ONLY. I showed the parking attendant my way.com reservation, but he indicated that he had never seen the website or had anyone use the website to reserve a space there, as it was a private valet for hotel guests only. We then had to find a surface lot to park at, and the only receipt I got was a paper one, which was unfortunately accidentally thrown away. I emailed customer service attempting to explain the situation (even sent screenshots of my bank statements in hopes of proving that I did in fact NOT use the reservation) and corresponded back and forth to no avail, so I ended up calling customer service about the issue. While I was on the phone with the agent, she explained that, because I had asked for a refund after my reservation ended, she could only make my situation higher priority, and there was no way for her to refund me over the phone. After a few hours, I received an email stating that my payment had been refunded, but in the form of way bucks BY REQUEST. I made it ABUNDANTLY clear to the agent that I needed a refund directly made to my card, not any form of credit. I am absolutely appalled at the lack of communication, lack of clarity on the website, and the apathy displayed from the representative I spoke to on the phone. The amount of money I spent for parking with way might not be much to them, but for a young, broke, college student like me, it sure is. Save yourself a headache and steer clear of this website. What a scam.

  

  Business Response

  Date: 09/02/2025

  Dear *******, 

  Thank you for taking the time to share your experience with us. Im sorry for the trouble you had when trying to park at the *********** in *********, and for the frustration caused during the refund process.

  Weve looked into this with the lot manager, who confirmed that they do accept Way.com reservations. Unfortunately, it seems some of the staff on-site were new and not fully aware of the partnership. Weve addressed this with the location and asked management to make sure all employees are informed so this does not happen again.
  

  I also want to clarify the refund. While Way Bucks were initially issued, we have now processed a full refund back to the credit card you used to make the reservation. You should see this reflected on your account shortly, depending on your banks processing time.
  

  We understand how important it is for our customers to have a smooth experience, especially when travel and event plans are involved. I regret that we fell short here, and well use your feedback to improve both our communication and our support process.
  

  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23826192
  
  I am rejecting this response because:
  

  Though the refund was credited to my account, which I appreciate, way.com continues to deflect responsibility for their fraudulent actions onto their customers and the locations they claim to work with. Their statements are proof of such. Regarding the claim that you spoke with the manager of the lot, I have two concerns. Firstly, way.com should not be in partnership with companies who have such poor communication with their employees. Ive read several complaints and reviews across various sites, and this supposed lack of communication seems to be an excuse you like to make to deflect the blame for these issues onto the people you work with instead of yourselves. However, if you claims are true, you need to make an effort to work with locations who prioritize the proper training and communication skills of their employees. YOUR patrons are paying for these mistakes. It is YOUR responsibility to be sure that you direct them towards trustworthy locations. Secondly, you clearly were not in contact with the manager of this lot. The valet attendants I spoke to at the location were in direct communication with THEIR supervisor in regards to my reservation, (they even sent the supervisor a photo of my confirmation email) and made it abundantly clear that they had no way of allowing me to park in front the parking garage unless I paid for their valet services ON SITE. They had never used way.com to book parking, nor had their supervisor ever heard of the website. This also indicates deceit on the website, as it states that *********** is private, outdoor, self-park. It was NOT outdoor parking, nor was it a self-park location. Your website is designed to intentionally mislead unassuming customers who rely on the reputability of your claims, only to be gaslit and manipulated in turn. So, while I appreciate the refund being returned in a responsible and legal manner as it should be, I do not appreciate the deception way.com uses to gaslight their own patrons. It is entirely unacceptable, and hence, I am rejecting this hubris response.
  

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

  

  Business Response

  Date: 09/08/2025

  Dear *******, 

  We understand your continued frustration and are truly sorry this experience left you feeling misled. We take your feedback seriously and want to reassure you that we did not intend for your reservation details to cause confusion.
  

  As mentioned, we have already refunded your booking in full, and we have also addressed the matter directly with the lot manager to ensure clarity regarding the services offered at this location. While we regret that your experience did not meet expectations, we have taken the necessary steps to both resolve your individual case and improve communication with the partner facility moving forward.
  

  We value your feedback, as it highlights where we need to do better. Please know that your concerns have been shared with our operations team to help prevent similar situations for other customers.
  

  Thank you for giving us the chance to make this right.