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:07/02/2024

  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.

  Booked and prepaid $25 parking in nyc garage on Way.com website. When i went to the garage they said the reservation was not valid because i came in too late and made me pay again. My reservation was from 9am to 5pm that day and i came in at 10:12am I reached out to Way as there was nothing indicated about me getting to garage before a certain time and they said they will look into it but never got back to me. Reached out a few times asking for a $25 refund, provided receipt of the fee paid for reservation as well as receipt from garage showing that i paid garage directly but still no response. Seems like a scam practice. Plus i found out that they somehow automatically signed me up for a membership which i did not select. Very questionable business practice which leads me to believe this is scam.

  

  Business Response

  Date: 07/10/2024

  Hello ****,

   

  We apologize for any inconvenience caused. It appears that you have raised a dispute regarding the charges. We kindly request that you retract the dispute with your bank or credit card provider. Upon confirmation that the dispute has been retracted, we will promptly process your refund. Additionally, for a smoother resolution, please provide a letter from your bank confirming the withdrawal of the dispute. Thank you for your cooperation.

• Initial Complaint

  Date:06/29/2024

  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.

  Been using way.com for years, recently they got very sneaky and shady about some type of $1.50 subscription.After choosing to book a parking and get to checkout page, I noticed that a box that was auto-checked about signing up a subscription. I unchecked it, and was a bit annoyed.I proceeded to add my credit card to pay, after card-add page, I was taken back to the checkout page, THE CHECKBOX WAS CHECKED AGAIN! I unchecked AGAIN and swiped/clicked pay button, a page showed up asking my email and phone number.Provided email and phone number on the page, then was taken back to checkout page again and BOOM, THE **** CHECKBOX FOR THE SUBSCRIPTION WAS CHECKED AGAIN.Had to uncheck again and was finally able to pay. Essentially way.com tried to sneakily sign me up for their service that I DID NOT ASK FOR, THREE TIMES! This has got to be close to scamming and something that can result in fines right?Would love to have an answer from way.com about why this is setup the way it is. Is it the money?

  

  Business Response

  Date: 07/03/2024

  Please accept our sincerest apologies for any inconvenience caused by the auto-subscription feature. We assure you that it was not our intention to enroll you in any service without your clear consent. It appears there may have been a technical issue with our application or website. Rest assured; this matter has been escalated to our IT department for investigation. If you have any further questions or need additional assistance, please feel free to contact our support team at ****************

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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.

  In summary, I was charged twice by the same company for the same service. One charge was in the name of Way.com and one in the name of Global Parking (both the same company according to BBB records). The company only had to pay one parking lot owner, because my car was only in one lot during the term of service. So the company has improperly received $52.40 for which it incurred no expense and provided no service.On April 6, I was prepared to purchase a spot in a parking lot in **********($52.80) and had the spot in my cart and was reviewing the terms before hitting the "buy" button. During my review, I found that the shuttle for that lot did not begin service until 7 am, after the time we needed to leave for the airport. I quickly found another lot that had shuttle service beginning at 6.a.m. in ************ ($35.85) I was unable to find the open browser tab for the Alexandria lot but checked my email and had not received a receipt. I then made the $36.85 purchase and got a receipt.It is obviously difficult to prove you never received an email that a company says it sent as Way.com did in its response to my credit card company. However, in this case I can prove without a doubt that I had a purchase in the Way.com system on which I never acted. I received two emails on behalf of the company asking me to complete my purchase that was in the cart after the charge was made. It is unthinkable that a company would charge a customer for an item that was put in the "cart" before the "buy" was hit. What is unconscionable is that Way.com employees changed the details of the transaction in the response to my dispute. They responded to my credit card company using the details of the transaction that I did approve to bolster their claim that I made the disputed transaction. I would ask BBB to have Way.com dba Global Parking submit the details of both the $52.40 and $36.85 transactions so I can prove I was charged twice for the same service.

  

  Business Response

  Date: 06/27/2024

  ********,

   

  Upon examining the reservation details, it has come to our attention that there is an ongoing dispute regarding the charge from Way.com. We kindly request that you withdraw the dispute so we may proceed with issuing your refund. Currently, the dispute status is preventing us from processing the refund, as it triggers a company-wide block on the transaction.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a parking spot but realized that it was the wrong location. The website said that there is a free refund before the scheduled date, and this was almost 15 minutes after I booked the spot which is almost a week before my trip. **** then refunded me, but in "Way bucks", but I wanted a refund in my account.

  

  Business Response

  Date: 06/27/2024

  Hello ****,

   

  I went ahead and refunded your credit back to your original payment method. You should be able to see that within 5-7 business days.

  Customer Answer

  Date: 06/27/2024

  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:06/25/2024

  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.

  I was supposed to park my car for 5 days from June 13 to June 18 In this parking lot, they offer shuttle service on time, we got to the parking lot on June 13 2024 took the shuttle and this person did not put a GPS to terminal 4, pass near the terminal mltiple times and had us in this van for 38 minutes making us missed our flight, we went to get my car not even an hour later and it was hit in the bumper, I ask for my refund since I was not using the parking lot because it was there fault I missed my flight they failed to provide the service they offer and they say to call this phone number ************, I called them and they say they will respond, when they responded their reply was no refund because you were supposed to cancel before check in, they were responsible for me missing my flight and I did not use the services, the parking lot I ask for my money the same day, I called and they just hang up the phone.

  

  Business Response

  Date: 06/26/2024

  ********,

   

  We're committed to delivering an exceptional experience to all our customers. If you have any feedback or need assistance with an issue, please feel free to reach
  out to a supervisor at *************. We are determined to resolving this issue with you as soon as possible. 

• Initial Complaint

  Date:06/24/2024

  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.

  I sent the below email to Way.com and have not received an adequate response from the business:I am writing to request a refund for our parking through way for this specific location (***********). While the reviews were decent, our experience was not good at all, which led to us not even parking at this site. Upon arrival, due to the tight constraints of the parking lot, we were told to leave our car on the side of the road and they would move it, unacceptable. Since we were a party of 7, the shuttle driver also advised us that he would not be able to shuttle us to the airport, that we would have to shuttle ourselves, then come back and park the car, then he would take the driver back. This is wholly unacceptable as one of the reasons we chose this lot was to be shuttled. What is the point in taking ourselves to the airport, then coming back to park the car. When we told him we didn't agree with that idea in a very polite manner, he became very hostile with us. It was at this point that we decided to move on and not park at this location. It turned out to be a bigger hassle than a convenience for us. We've used Way.com parking before and have had great success, this was not the same experience. Since we did not use this lot at all, please process a refund. The first response I received form the company was that we had to cancel before our check in time, which is ridiculous. The issue that I have is how I am supposed to cancel beforehand if the issue/problem is with the parking site at the time of check in? Yes, the problem was with the facility. If I had known before, I would certainly not have selected this site and not used way.com parking at all. We paid for a service that was described on your site, and upon arriving at said site, the service was not what was advertised at all. I have tried to reach out several times, more emails and using the app to resolve this, but no one i reaching back out to me.

  

  Business Response

  Date: 06/25/2024

  Hello,

   

  We sincerely regret the inconvenience you have encountered. As a service intermediary, we depend on our partners to deliver the shuttle services as advertised on our platform. We apologize for any confusion or inconvenience this situation may have caused. Our website outlines the redemption steps, which include contacting the parking lot and coordinating with your valet driver for vehicle pick-up/drop-off at the specified location, as shown in the attached screenshot. The service for parking was provided, hence the decision to deny the refund. A refund would be issued if the service had been denied. It is important to note that we compensate the parking lots upon reservation, and reaching out post check-in means the space was reserved and unavailable to other customers. We value your patronage and seek your understanding in this matter.

• Initial Complaint

  Date:06/23/2024

  Type:Sales and Advertising 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.

  Reservation GAP45990136 I was allowed to book parking on this vendor's website for 9am on 6/19/24, for 6/20/24. I arrived to the location. I entered the hotel to inquire as to where to park my vehicle. The hotel employee advised that the shuttle would not make airport runs until 10:30am. I had to race to find another lot, making me even later for my flight. I emailed customer service for a full refund of $35.80. The email correspondence indicated that they would not refund my money. Please see the attached email correspondence.

  

  Business Response

  Date: 06/25/2024

  Hello Staceye,

  We sincerely regret the difficulties you've encountered. As a service intermediary, our role is to connect you with partners who provide shuttle services as advertised on our platform. We understand the frustration that any discrepancy may cause and offer our deepest apologies for any inconvenience. Enclosed is a screenshot confirming the shuttle availability from 6 am to 10 pm at 30-minute intervals, which has been corroborated with the lot manager. However, we must inform you that a refund cannot be processed in this instance as the parking reservation, which constitutes the service rendered, was honored.

• Initial Complaint

  Date:06/23/2024

  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.

  I purchased a nice of parking (2 days) planning for overnight parking in a gated, safe lot. I showed up and was leaving my car with luggage to go to our hotel and the attendant informed me the gates are not closed at night and there is no attendant at night. It is also NOT covered as they keep insisting . I was THERE.. it is fully outdoors . I had to leave and pay valet at the hotel for a $72 a day change instead , despots trying to plan ahead. $20 isnt much but its the principal that they keep lying that the service they were providing is something it was not .

  

  Business Response

  Date: 06/25/2024

  Hello *******,

   

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you've experienced. Our intention is always to provide clear and
  accurate information to our customers. We are taking steps to ensure our communication is more transparent. We would like to discuss this matter further and find a resolution. Please contact us at *************.

• Initial Complaint

  Date:06/20/2024

  Type:Order 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 6/18/2024 I signed up for airport offsite parking parking through the WAY website. The website automatically checked a subscription box hidden on the page and signed me up for a subscription I did not want. The only way to cancel this subscription is to give them personal information and create an account, download an app onto my phone, and remove the subscription. This was not a subscription I wanted or consented to sign up for, it signed me up for it automatically. From the *** website: "The ***s policy statement puts companies on notice that they will face legal action if their sign-up process fails to provide clear, up-front information, obtain consumers informed consent, and make cancellation easy." Cancellation was hidden behind an account I never wanted to create and I never gave affirmative consent. I could only hope to notice the deceptive checkbox that was pre-checked at the end of my payment.

  

  Business Response

  Date: 06/21/2024

  ******,

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

• Initial Complaint

  Date:06/17/2024

  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 bought airport parking on way.com on June 14 Friday afternoon. It was advertised as $6.99 per night. Thinking that was the price for one night, I booked using my credit card. But there was no confirmation on the total cost on thecredit card page or before or after. The only message was that I was charged but no info on how much. Their email confirmationalso did not have any info on the actual amount charged. I had to download their app and go into that to find out my total charge is $15.98. I called their office number, whichwas difficult to find as it's tucked into their portal page. The rep said the advertised price is an averageprice and "it will be changed as per the demand and availability of the parking lot". Their websitethat advertised the price did not say anything about that. It clearly says $6.99 and nothing else.They refused to honor the price that was advertised even after I showed them the screen shot. This is clearly deceptive selling trying to lure in customers with a low price that they had never intended on honoring. This is misleading and unethical.Also Their system would not let you cancel. I was trying to cancel and book through another site but the way.com' webiste greys out the cancel button. So if a customer gets suckered into their scheme, you are stuck.They also have you automatically sign on to some type of subscription service that I did not authorize. Shady andunethical business. If you do talk to someone on the phone, they have an attitude and are not helpful at all.Confirmation No. # OGI45886718

  

  Business Response

  Date: 06/18/2024

  Hello ****,

  We apologize for any confusion or inconvenience you may have experienced. It is important to us that our pricing is transparent and understood by our customers. Upon review, it appears that the "covered valet" parking option was selected at the price of $8.99. For clarity, we have provided screenshots showing the prices of both the "Outdoor Valet" at $6.99 and the "Covered Valet" at $8.99, as well as a screenshot of your order confirming the selection of the covered option. Additionally, the subscription service mentioned is optional, with the ability to opt-out clearly indicated by a checkbox. The cancellation option is unavailable at this stage because the reservation is already in progress. We value your patronage and regret any misunderstanding.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21861926
  
  I am rejecting this response.  They are not being truthful.  Their business screenshots are not what customers see.   Of course, they had their charges in their system "correct".  But they falsely advertised and led unsuspecting customers like me to fall in their trap.  It seems that they did not review the screenshots I provided. 

  Regardless of their supposed their own business transaction screenshots, what matters is what customers saw in their advertised prices which is I have provided again in the screenshot of their page that **** an unsuspecting customer like me to choose their disingenuous business.  As seen the price clearly indicates $6.99 for covered parking, same as the outdoor option.  Thats why I chose that option since it was the same price.  I took a screen shot just in case the company would be dishonorable.  I didn't think it would happen but it did.  And their continual denial, rude customer service, and their unethical business tactics are something that the BBB should be aware of.  

  Theres absolutely no transparency in their transactions. I chose the $6.99 covered parking as shown in the attached. Next page is to enter credit card info. There was no total price info there.  After entering credit card number, it just gives a confirmation page but again no pricing info, confirming what you paid. All this time, I thought I was paying $6.99.  You can only find what you paid by through your credit card company, which is how I was alerted with different pricing than advertised or going into their portal, which takes several non-intuitive clicks to get to it, making it difficult for users to find that info, a sign of a company doing deceptive and unethical business practices. 

  Upon trying to resolve this, unable to do so through their rude, dismissive and unhelpful phone customer service, I finally found an email and their response was that the amount is average rate and it would depend on demand and availability of the parking lot.  In no pages was there a mention of average prices or based on supply and demand or additional taxes and fees. Again no total pricing info whatsoever, anywhere.  When I did talk to someone on the phone, I was assured to get a call back which I never did.  Also, their stopped responding on email after one response. 

  Furthermore, they do not let you cancel as shown in the other screenshot showing that the cancel button is greyed out.  Once you get suckered in, you get stuck and they are not willing to let the customers cancel.  The amount of dollar in this matter is not huge.  But when you add all these unsuspecting customers, it becomes a huge windfall for this company.  BBB, I request you to look further into this company, way.com', business and their unscrupulous tactics.  It's likely that others customers who were duped likely this gave up pursuing this. 
  
  Sincerely,
  
  PK

  

  Business Response

  Date: 06/20/2024

  ****,

  
  We apologize for any confusion regarding the pricing issue. To proceed with your refund, please provide us with a copy of the letter from your bank confirming that the dispute has been dropped. Once we receive this, we will process your refund promptly.
  
  

   

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21861926
  
  I am rejecting this response because the request does not make sense.  Way.com wants me to drop a dispute with my bank(?) before getting a refund?  First I don't have any dispute with my bank.  My dispute and complaint were sent to BBB.  Second, given their responses and business tactics shown so far, how do I know they will actually go through a refund even if i drop a dispute.  BBB - please review their business practice.  I would like to see real price transparency, meaning the total price that will be charged before the customer finalizes the purchase to be shown and also shown after purchase as confirmation  Also, give the customer the opportunity to cancel on the website or the portal as advertised.  

  Sincerely,
  PK

  

  Business Response

  Date: 06/26/2024

  ****,

  I have included a screen shot of the order during check out, there it will show the service fee and airport access fee you are charged all you have to do is click on taxes and it will expand. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21861926
  
  I am rejecting this response because they are now going back on any refund and now sending another of their screen shot that's not even for me. 
  Way.com - Showing me another of your internal screen shots that customers dont even see doesnt make any sense.  This is not even my order.  It is a random screen shot for another customer.  I was charged $8.99 plus taxes when the advertised rate was clearly $6.99 with no fine print that it starts there or that you can change the rate whenever and however you like.  Are you now saying this is what I was charged at $6.99 yet you charged me $8.99 in reality?  
  
  Just to show you another example of deceit.  Im attaching way.com's confirmation email which just like all other transaction screens that actual customers see do not show any prices.  This is the deceptive practice that I've been saying.  Now way.com is making nonsensical responses.  Last time you mentioned a refund if I withdrew my complaint from my bank. Now you are sending me an internal shot of someone elses charge?  Again, BBB - please review this companys unethical practice. Im sure most dont care for a few dollars but when way.com does this, they are making a ton of money by deceiving customers.  Also remind you, ********************, that **********************'s website or portal does not let you cancel despite what they advertise that customers can cancel anytime before the reservation starts.  Way.com has yet to respond to that why they don't let customers cancel. I already shared the screen shot where the cancel button is greyed out.   As said before the advertised price to me was $6.99. When I placed the order no price info was shown anywhere before or after the purchase or in the confirmation email as attached. I have to make extra steps in their portal or from my credit card company to see the actual price that they charged.  This unethical practice needs to stop.  BBB - please review this case. 
  Sincerely,
  
  PK

  

  Business Response

  Date: 07/03/2024

  The screenshot sent was an example of the checkout page when you go to pay and check out if you click on the Taxes, you will see the prices. I have attached a screenshot of your confirmation email where it does show the prices. 

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21861926
  
  I am rejecting this response because way.com is sending their internal screenshots that they just made up.  I have attached the confirmation I received that shows no price info at all.  As I have said before multiple times, they advertised the price to be $6.99 which I had sent the screen shot of, and they charged me a total of $15.89.  They did not provide any confirmation price before, during or after purchase.  This can be only seen through my credit card history initially.  Then they had it inside their portal where I had to dig through.  They also don't let you cancel.  I sent a screen of that before where the cancel button was greyed out.  This latest supposedly confirmation email is something I never received.  Once again, see the attached confirmation email that I actually received.  Also they had sent previously of another of their internal screen shot saying i should have been charged $6.99 plus tax, not $8.99.  This is deceitful business where they are now making up information and saying there's some disclaimer somewhere in the website saying they can change the price whenever they would like.   This business needs a full review. 
  
  Sincerely,
  
  *****************