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:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stay away from the fly by night ******/scammers. You'll waste your time, be late for your flight, and lose the money you spent on their platform. Booked a 3 week reservation, and the parking attendant told me they don't have space for my size vehicle (standard SUV- kia *********** Called and emailed WAY for a refund. They asked for proof I didn't park there. I told them I parked in the street nearby because I was late for the airport. They asked for my **** receipt and I provided it ( to prove I didn't use the parking lot shuttle). I also provided a screenshot of my *** gps to show it was parked down the street from the parking lot. My *** app also lets me take remote pictures from the vehicle's multiple cameras. I did that to show it was really parked in the street and not a parking lot.**** from customer service politely told me that they are not issuing a refund for my $336. You can expect this company to vanish within a year after they steal enough.

  

  Business Response

  Date: 08/19/2024

  Hello *****,

  We understand your frustration and the inconvenience this situation has caused. Please know that we are actively looking into this issue. As a third-party service, we are in communication with our partner to verify the details of the incident. Once we have confirmation from them, we will be able to proceed with issuing a full refund for your reservation. We appreciate your patience and cooperation as we work to resolve this matter.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved long-term offsite parking at a hotel parking lot near the ******************** using their website. When I arrived, I was told that "Way" told them that they had overbooked their parking lot, and I would not be able to park there..The hotel was told that Way contacted their customers to inform them of that, but that was not true. In a scramble to find parking so that I did not miss my flight, I called Way customer service. They couldn't find something in close proximity to the airport with such last minuteness of it. They told me to just find a parking lot...and to save the receipt and I would be reimbursed. We I got back from my trip, I sent them the receipt for parking at ******** long term offsite parking lot for $248.00 Way then told me that they would NOT reimburse me for that parking and would only refund me what I paid to WAY, which was $141.00 I told them that this was all i could find last minute and that their *** told me that i would be refunded fully both over the phone and email. They responded by telling me that there policy is only to refund what was paid.I want them to pay the difference of $107.00

  

  Business Response

  Date: 08/09/2024

  Hello ****,

  We understand your frustration and the inconvenience you experienced due to the overbooking situation. Our team refunded your original reservation as soon as the issue was identified. Additionally, our agent did offer two alternative parking location, which you denied. Following our policy, we requested an alternate receipt to process a refund equivalent to what you paid for your reservation with us. We aim to provide clear communication and solutions, and we apologize for any misunderstanding regarding the reimbursement process. We appreciate your feedback and will use it to improve our services.

• Initial Complaint

  Date:08/06/2024

  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.

  Way.com is a platform we used to book parking near the ***************. After we returned we noticed we were being charged $1.95 every month for a subscription we never authorized. Apparently we were automatically enrolled in a subscription and charged every month with no benefit. You cant cancel unless you call them and spend a lot of time on the phone. Imagine how many people use this website for parking and how many people miss seeing the small charge every month on their credit card statement. What a scam.

  

  Business Response

  Date: 08/08/2024

  Hello ******,

  We understand your concerns regarding the Way Plus Subscription charges and appreciate you bringing this to our attention. Our records show that only parking reservations were made under your account. During the checkout process, there is an option to opt-out of the Way Plus Subscription by unchecking the box. We apologize for any inconvenience this may have caused and would be happy to assist you further in resolving this matter.

  Customer Answer

  Date: 08/09/2024

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

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with way.com and my car was towed on 7/21 despite a paid reservation. Way.com was at fault and didnt include my license plate in the email sent to the parking lot. They would not reimburse me $285 for the tow expense despite my reservation date/time and license plate clearly being on the reservation and claimed that I didnt enter the license plate. They only reimbursed me for the cost of the reservation but not the tow. I want to be paid for the expense of the tow. Note- in the photo of my reservation it says order cancelled which was after I got towed and they refunded me for just the reservation cost.

  

  Business Response

  Date: 08/07/2024

  Hello *****,

  Thank you for bringing this to our attention. We are currently looking into this issue, please allow us ***** hours to investigate. Our team will be in contact with you via the email you sent to our support team. 

  Customer Answer

  Date: 08/08/2024

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

• Initial Complaint

  Date:08/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/7/2024 I entered the lot at 6:15 pm. I saw a sign for Way and proceeded to reserve the spot. Upon reserving the confirmation provided stated that I needed a printout of the reservation to be placed on the dash in order to avoid being ticketed or towed. Due to the fact I was already on site in my vehicle that was impossible. A that time I called Way to explain the situation and cancel. They refused and I was told to call back the next day to speak with management. Due to this I was forced to pay the lot directly on site (It was actually $4 cheaper) to be able to park my car. The following day and on three other occasions I spoke with Way regarding a refund and was told I would be called back each time. No call, follow up or refund was ever provided.

  

  Business Response

  Date: 08/07/2024

  Hello ****, 

  Thank you for bringing this to our attention. We are looking into this, one of our customer service agent will be following up with you on your request for a refund. Thank you for your patience while we resolve this for you.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22087023
  
  I am rejecting this response because:
  

  This is the same thing is was told by this business three times prior to contacting the BBB. I have never heard from them in any capacity.

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

  

  Business Response

  Date: 08/14/2024

  Hello ****,

  We acknowledge the inconvenience you've experienced. Upon reviewing your conversation, it appears there was a misunderstanding regarding the printing of your reservation. It was noted that the reservation was made in error. However, had the difficulty with printing been communicated, our representative would have suggested manually noting the confirmation details and placing them on your vehicle's dashboard. We trust this explanation resolves any confusion.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22087023
  
  I am rejecting this response because: I immediately contacted your customer service to address this matter. They could provide no assurance that a written document displayed in the car would prevent being ticket or towed. The space was not used. The lot was paid directly for another spot that was used. Over the course of attempting to resolve this your customer service made several conflicting statements regarding this matter. Due to lack of adequate response or resolution I felt a report to the BBB was necessary.   
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/22/2024

  Hi ****,

   

  We apologize for any confusion our previous response may have caused. It seems there was a misunderstanding; during your call with our customer service, you state you were instructed to contact a supervisor for further assistance. Upon reviewing the call records, it was noted that the reservation you made was in error, but there was no mention of difficulties in printing the reservation. At that point our customer service agent would have informed you to simply write the confirmation number on a piece of paper. Please understand that our agents are there to assist you and if they are unable to they will transfer you to a supervisor not ask you to call back.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22087023
  
  I am rejecting this response because: I called numerous times and was told a supervisor would be contacting me. That never happened. The option to hand write the confirmation was given but the phone agent could give no assurance that my vehicle would not be ticketed or towed. From the very beginning at the exact time of this matter I have requested a refund due to the fact the space was not used. My experience with your customer service was poor and I was never followed up with. Please do the right thing and provide a refund for a service that was not rendered. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/26/2024

  ****,

  We understand your frustration and the inconvenience you've experienced. After reviewing the details, it appears that our agent followed the established procedures. As per our terms and conditions, full refunds are issued before check-in, and since the call was made after check-in, the reservation remained valid and could have been utilized. We strive to provide clear guidance to prevent such situations, and we regret that this was not effectively communicated in your case. While we cannot offer a refund post check-in, we are committed to improving our service to ensure better experiences in the future.

  Customer Answer

  Date: 08/26/2024

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

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, I made a booking for parking on way.com. For some reason, the booking was duplicated. When I cancelled the duplicate order, there was no option for me to receive my money back. Instead, I was given "way bucks," which I assume is credit that can be used for future purchases. This is unacceptable because I do not plan on using way.com in the future. I intend to dispute this duplicate charge on my credit card.

  

  Business Response

  Date: 08/07/2024

  Hi *****,

  Thank you for contacting us. We provide Waybucks as a refund option to streamline the process for customers who prefer to cancel their reservation and immediately rebook at a different location, without the typical 3-5 business day wait for a monetary refund. This credit can be used instantly to secure a new booking. If you prefer a refund to your original payment method, simply give us a call, and we'll arrange it for you. Upon reviewing your reservation, I noticed that you have already utilized $30.31 of your Waybucks for your upcoming November reservation.

• Initial Complaint

  Date:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just noticed a $1.95 charge on my **** of America account from ********************** that I did not authorize. Not sure what this is for.

  

  Business Response

  Date: 08/07/2024

  Hi ****,

   

  It looks like you are being charged for our Way+ subscription, the free month trail was offered at check out when you purchased a reservation. You had to uncheck the box declining the offer. The charge came after the free trial expired. This subscription offers, Roadside Assistance, discounts on car washes, parking, and much more! For inquiries about the advantages of our Way+ program or to request cancellation, please reach out to our Customer Success team at *************. They're ready to assist you with any questions or concerns.

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked airport drop and pick-up service on June 16, 2024, to *********** ** through Way.com. Pick up & ************ is ******-discount-parking-jfk-airport-parking, *****************************************************************************************************. Pick up & Drop was on June 23rd and June 29, ********************************************** very poor service and damaged my car. I called Way.com customer service on June 29 to register a complaint against the parking lot and submitted my reviews on the Way.com site. Till now Way.com has not posted my reviews. I have reached out to them multiple times but each time they are communicating back that they will post my feedback only after their team reviews. As a consumer who has a bad experience, should not take this much time to post my reviews. I strongly believe Way.com is not deliberately posting my reviews and trying to help Queens discount parking. BTW I already have a separate complaint against Queens discount parking on BBB. The complaint id is ********. Attached is the order detail which I booked on Way.com

  

  Business Response

  Date: 08/06/2024

  Hello ******,

  Thank you for bringing this matter to our attention. We are currently in communication with the owner of the lot to address the situation. We take concerns like these seriously and are working diligently to resolve the issue. We will keep you updated on our progress. Your patience and understanding are greatly appreciated.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date July 19, 2024 ***************** has a posting about Way App for purchasing car wash. Discount code WAY50 for 50% off also advertised. I had tried this app before months ago but it dis not work at a different car wash which I assumed was a one off. It also advertised WAY50 which was not working so I didnt buy, just used the machine.I made a new account, purchased the car wash, put in the discount code. And the discount code would not work. False advertisement is the first issue. I ended up just paying the full $8 for the car wash which was still $1 off. Followed the instructions: when the car wash is empty, scan the ** code using the app to start the wash. I attempted this 5 - 10 times, but someone was behind in line. The error said to check I was scanning a proper ** code. I ended up buying the car wash a second time using the physical machine. I contacted way immediately with my issue to get the amount refunded. They informed me it would have to be investigated. A week or so later they have emailed to give me Way Bucks for the issue. I will not be using this app because it has come across as negligent or scammy the 2 separate times Ive tried it. I requested refund to my card, they then suggested I was lying and told me the car wash is fine so thats that. I have screenshots showing the error code. In what actual world would I buy a car wash in the app then buy it again on the machine if the app was working? I just want them to refund me the cash so I can never look back.

  

  Business Response

  Date: 07/25/2024

  ********,

  We sincerely apologize for the inconvenience you have experienced with our service. It is never our intention to make our customers feel neglected or to convey the impression of false advertising. We understand the frustration that comes with technical issues and the expectation of a straightforward service. After reviewing your case, we processed a full refund on July 23, 2024, to your card for the amount charged for the car wash. Please allow a few business days for the transaction to reflect on your statement. We appreciate you bringing this matter to our attention, and we are taking steps to ensure that the discount codes and app functionality are thoroughly checked to prevent such occurrences in the future. Your feedback is invaluable to us, and we are committed to improving our services to enhance the customer experience. Thank you for your patience and understanding.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a place to leave your car for the airport. I got there and it was complete chaos with multiple people having to leave their cars on the side of the road to catch their flights.It was not organized at all, and we were all afraid when we left that we would never see our cars again.My car was there when I got there, but it was completely covered in dirt from their parking lot and so I didnt notice until I got home that they had hit my car. I have emailed several times and each time they tell me that theyre not responsible for damage (EVEN THOUGH THEY CAUSED IT).I have pictures if needed

  

  Business Response

  Date: 07/24/2024

  Hello *****,

  We sincerely apologize for the inconvenience and distress caused during your experience with our partners parking service. The situation you've described is not up to our standards of customer care and organization. We understand your concerns regarding the condition of your car upon return, and we take such feedback seriously. Rest assured, we will reach out to our partner to investigate this issue thoroughly. We appreciate you providing pictures and we will be in contact with you to resolve this matter as promptly and efficiently as possible.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22029437
  
  I am rejecting this response because:

  I will reject this until it is properly investigated and FIXED! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/29/2024

  *****,

  We understand your frustration, we are getting in contact with the lot manager to investigate the issue. We will be reaching out to you as soon as we have an update and solution to this issue. We appreciate your patients. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22029437
  
  I am rejecting this response because:
  Nothing has been done yet. Still waiting 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/07/2024

  Hello *****,

  We have reached out to the lot manager and have no update for you at the moment. I will continue to reach out to the lot manager to get this issue resolved for you. I appreciate your patience while we resolve this issue for you. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22029437
  
  I am rejecting this response because:

   

  This company is literally not doing anything. Ive gotten at least 15 responses indicating that they havent even properly read my emails saying that they cant cancel my reservation. I dont need my reservation canceled. They damage my car. And then we go back-and-forth for days with them saying oh let me see what we can do, and then they come back and say theres nothing we can do theyre not taking responsibility for it. Im sick of going back-and-forth with them. Please file this complaint against them so it stops them from doing this to somebody else.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/09/2024

  Hello *****,

   

  We're currently in touch with the parking lot manager regarding your situation. It's acknowledged that conditions were hectic at the time you parked, which is sometimes the case in their line of work. Since the reservation was utilized, we're unable to issue a refund. However, if you could forward us the repair estimate, we'll pass it along to the manager for consideration. They will then assess the evidence to determine liability for the damages. Kindly send us the damage estimate at your earliest convenience.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22029437
  
  I am rejecting this response because:

   

  and where should I send this repair quote to? The people that I have been dealing with on email are incompetent and we go back-and-forth and they dont know what Im talking about each time.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/15/2024

  *****,

   

  You can send it here. I will make sure the correct person receives it.