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:01/16/2024

  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.

  I have been getting charged once a month. I had called and got my card off the database so I thought. Now I cannot remove my information

  

  Business Response

  Date: 01/17/2024

  Hi ****,

   

  We see that you have been subscribed to our Way+ Sapphire plan and that's why your card got charged monthly. However, we have refunded your last payment as per your request and you won't be getting anymore charges in the future. If you wish to remove your card information, you may do that online through our website or app. As we don't have access to your card details, we are unable to remove it from our end. If you need further help on this issue, please reach out to our support team on ************ and they will immediately assist you. Thank you. 

   

  - Way Team

• Initial Complaint

  Date:01/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com is fully a scam. Do not use. Paid $30 to reserve a parking spot in ************* at a parking garage. Once at the garage, there was absolutely no way to redeem the reservation. No one onsite to speak with, no signage whatsoever regarding way.com I had to pay for a space using the normal parking garage system, effectively paying a space 2x **************** when contacted kept asking why I did not show an attendee my printed out confirmation, to which I explained there was no one onsite and a normal paid voucher was needed to leave the garage. Explained that even if I had a print out of my confirmation, it would have been useless and I could not insert an 8.5x 11 piece of paper into a card voucher slot. This went on for several minutes, so that was fun. **************** has clearly been coached in the companys deception tactics as this was a very clearly a scam. Recurring subscription without asking or confirmation, selling of false services, rude and deceptive employees. Beware, do not use.

  

  Business Response

  Date: 01/17/2024

  Hi ********,

   

  We are extremely sorry to hear about your experience at our partnered location. Thank you for bringing this to our attention. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. All the information listed on our website are by the concerned parking facilities itself. We are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. In your case, we see that some specific instructions were provided by the lot which was shared with you on your confirmation email. The instructions are as follows " The Trinity ***** garage, operated by United ** Parking has two entrances. The first is *******************, which is entered on ********** itself right before the corner to **************. A second entrance is on ************** which is entered through **************. Please see pictures for reference. How to Redeem 1. Pull a ticket as you enter. 2. Visit the garage booth located on B1 Level 3. Show the attendant your ticket along with the WAY reservation and your car will be retrieved. ALL THE CUSTOMERS WITH MONTHLY RESERVATIONS SHOULD COMPLETE THE MONTHLY PARKING AGREEMENT FORM ONSITE (ONE-TIME PROCEDURE)". We are not sure if you have followed these instructions and went to the right place. Our internal management team will investigate upon this to find out if the lot was unattended during your check-in time. Also, we request you to provide us with the receipt of the amount you have paid directly to the lot so that we can support your claim with this evidence by reaching out to them. We apologize again for any inconvenience caused to you by this issue and we will make sure that such incidents are not repeated in the future. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21145251
  
  I am rejecting this response because:
  

  Initial instructions reference see photos regarding additional entrance. Photos not provided. 

  Entrance used was the correct entrance though a 2nd entrance was listed. No guidance provided regarding valet, which it appears the voucher was actually for. This is also not clear on the attached confirmation email. 
  

  Zero signage provided onsite regarding way.com affiliation or guidance.

  Company is actively engaging in deceptive practices regarding sale of false parking space confirmations, and enrolling customers unwittingly into monthly payed recurring subscriptions. 
  

  Response from company is rejected on the grounds of defense of its own false practices and plain ol lack of respect for its customers. 

  Disappointed, 
  *******************************

  

  Business Response

  Date: 01/19/2024

  Hi ********,

   

  As requested in our previous conversation, could you please provide us with the alternate receipt of the parking that you have used? We will review it and get back to you at the earliest. Thank you.

   

  - Way Team

• Initial Complaint

  Date:01/05/2024

  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.

  I booked for an airport parking through WAY. I paid for the parking lot for an overseas trip. When I got to the parking lot I was charged $7 additional PER DAY for 20 days ($140 in cash) because my car was an SUV - a condition they did not specify prior to my committing myself to paying for the parking. I left my car on the parking lot on December 21, 2023, scheduled to pick it up on January 9th. However, I had a medical emergency overseas and had to come back 6 days earlier than originally scheduled. I returned on January 3rd, ****. I called for refund of the UNUSED DAYS. I was told that their policy does not allow refund of any unused days. I think this is unfair, unethical and unprofessional. I would need a refund of the unused 6 days.My booking reference number is OG130729878.To charge me for an unused number of days when my car wasn't parked in their lot is not an ethical practice and I am demanding for a refund for those days that my car wasn't in their lot. I am also requesting for explanation of charges. A lot of hidden charges involved in this!

  

  Business Response

  Date: 01/08/2024

  Hi ****,

   

  We are so sorry to hear about your experience while using our service at our partnered location. Please understand that Way is an online market place and we do not own or operate any of the facilities listed on our website or the app physically. All the information listed are provided by the concerned parking facilities itself. We see that a confirmation email was sent to you immediately after your booking was confirmed and all the information including the extra charges for SUV was mentioned in there (screenshot attached). If you didn't want to choose a parking lot that demands extra charges, we could have cancelled it for you anytime before your check-in time as per your request.However, as per our cancellation and refund policy which was also provided on our website and app, it is already mentioned that we are unable to provide a partial refund for the customer after the check-in time. This is because of the reason that we are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. If we initiate any kind of refunds after the check-in time without the lot's approval, they will charge us for that space. We hope that you can understand our position on this matter. If you need any further help, please reach out to our customer success team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team
  
  

• Initial Complaint

  Date:01/02/2024

  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 paid for a parking garage thru this company. When we arrived at the garage they turned us away. The attendant said Way.com would refund my money. I call way.com twice immediately. I have now emailed with them several times and they refuse to refund my money.

  

  Business Response

  Date: 01/04/2024

  Hi ******,

   

  We are sorry to hear about your experience at our partnered location. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. We see that this parking location has vehicle size restriction which is both mentioned on our website and also the confirmation email sent to you. When we investigated with the facility, they told us that they turned you away due to this size issue. However, we have requested you for the receipt of the alternate parking that you have used to reach out to the facility to support your claim for a refund. But unfortunately, you were unable to provide us with the document requested. So, we are unable to initiate a refund in this situation because we are liable to pay to the facility for each spot allocated for our customers as per the contract we have with them. We apologize for any inconvenience this may have caused to you. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21088567
  
  I am rejecting this response because: 

  the attendant at the garage that turned us away specifically told me that Way.com would refund my money as their site had the wrong height restrictions and we would not fit. 
  
  I did not get a receipt for the parking we eventually found, and have no idea why that would be a requirement in the first place. where I parked has no bearing on the fact that I DID NOT park at the site I paid you for. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/16/2024

  Hi ******,

   

  We totally understand your frustration caused by this issue. Please be aware that as a third party, we rely on the information provided by our partners on our website. They have already provided the information about size restrictions clearly on our websites and this makes it hard for us to initiate a refund from our end. You might have got a confirmation from the lot attendants about your refund because they are not aware about the clauses mentioned by their managerial level on our contract. However, as a one time courtesy we are ready to bear the loss and refund you but unfortunately, we see that this charge has been disputed from your end. A little information about disputed transactions, it takes ***** days to review your dispute by your bank and your funds will be kept on hold by them during this time until results are announced based on the evidence submitted by both parties. We won't have access to your funds during this review period. If you wish to resolve this dispute at the earliest, please be in touch with our dispute department at *************** and they will guide you through the next steps. Our dispute department works closely in favor to our customers so they will help you to resolve it without further delay. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:12/31/2023

  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.

  They signed me up for some sort of subscription without any input from me and just started charging my credit card that was previously used for parking, without permission. When I asked for a refund (by replying to their email with all of the info in it), they pretended they didn't have what they needed to find it. When they cancelled it, they still did not refund it. I only found out they were charging me from my credit card statement. Beware using this service to book parking.

  

  Business Response

  Date: 01/02/2024

  Hi ****,

   

  We are so sorry for the experience you had while using our service. Please note that, you have subscribed to a Way+ subscription plan as a premium member while using our service. This could have been unsubscribed before the starting period of this subscription or before you proceed to payment, in case if you have missed to unsubscribe, you always have the option to do that by reaching out to our customer support team as per the email notifications we have sent to you. However, we see that your subscription was cancelled as per your request and you won't be getting anymore charges in the future. We understand the hassle caused to you by this issue and our engineering team is working to make this more clear and better in the near future to avoid such missing. We sincerely apologize for your inconvenience. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/24/2023

  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 December 24, I made an airport parking reservation with Way.com from Decrmber *****. The advertised rate om the website was $6.25 per day, but when I saw the order on the app, the total (prior to taxes and fees) was $102, which is equal to $12.75 per day, rather than $50 at $6.25. So the actual rate was much higher than the advertised rate, and I was only able to see it once I booked the reservation and had parked the car at the lot. I find this deceitful and would like Way.com to honor the advertised rate and refund me the difference.

  

  Business Response

  Date: 12/25/2023

  Hi Aimel,

   

  We are sorry to hear about your inconvenience while booking with us. Please note that the prices advertised in our website or app are the lowest rates available during that particular month and it says "starts from". These rates are subject to change as per the availability of the lot. If you scroll through the calendar from where you select the dates, you will be able to see the price for each day. Unfortunately, we do not have an option to adjust the billing because the price list is provided by the concerned lots itself and as an online marketplace that do not own or operate the facility, we are liable to pay to the lots for each space allocated to our customers as per the contract we have with them. Please reach out to our customer success team at **************** and they will get back to you at the earliest. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8, 2023, I made a purchase through way.com for a parking space 3 miles away from ****** ********************************, in an attempt to save on four days of parking costs. An hour later, given we were stuck in traffic and got into a ****** fender situation, causing us to run extremely late for our flight, (which we eventually missed, and were put on another flight) I called way.com to cancel the sale but I was told they could not cancel it without a valid reason. However, their "Refund Policy", which was sent to me in an email confirmation after making my purchase, contradicts what I was told over the phone. Please see their "Refund Policy" below: "Refund Policy" Parking purchases can be cancelled for a full refund up to the start date of your reservation. Cheapestairportparking and Way are not responsible if our partner parking lot sells out and can't accept our customers. Cheapestairportparking and Way will do the very most to accommodate an attempt to move our customers. As you can see, it clearly states "parking purchases can be cancelled for a full refund up to the start date of your reservation." I literally called to cancel within minutes of booking a space but I was prevented from being able to cancel. They continued to give me a hard time, and as I kept insisting for my refund, they proceeded to ask for a proof that I parked my car somewhere else. I emailed them a copy of the receipt from the parking lot we ended up using which was at the Terminal, as we were running extremely late for our flight. (Please see receipt attached from the ****** ****************** Parking). They kept dragging the issue and eventually denied our refund, saying so much time had elapsed, and that we could no longer be refunded.

  

  Business Response

  Date: 12/22/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our service. Please note that as a third party online market place that do not own or operate the facilities listed on our website, we are liable to pay to the lots for each spot allocated to our customers as per the contract we have with them. In your case, it's unfortunate that you have met with an accident and was unable to use the reservation. As a valuable customer, we have tried to offer the best possible resolution by reaching out to the facility with enough evidence to support your refund request. But unfortunately, we have never heard back from you since June and you have responded to our email on October and by that time we have already made the payment for the lot as per the contract. We also see that you have reached out to after your check-in for a refund which cannot be initiated as per our cancellation policy in normal scenarios. However, we again requested you for an accident report to verify the issue and to get an approval from the lot. We request you to kindly send us the requested documents and we will reach back to you at the earliest after reviewing the documents. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/19/2023

  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.

  When I tried to change the schedule for their parking reservation services, they asked me to cancel the current one first and then make another. They pretended to refund to me, but it came to my account as their credit called waybucks ($67.45). I tried to figure it out at that time, but no way to ask them except only accepting the waybucks on my account. I tried to use that waybacks for my parking reservation, I used the part of the waybacks ($37.92), but whole amount of waybucks was gone after that reservation. There's no cautions or notification about it. This waybacks should work as cash because they charged me, and I felt that their services are tricky to scam. where's my $29.53? When I tried to resolve this issue with them first, but they didn't answer and ignore me.

  

  Business Response

  Date: 12/20/2023

  Hi ********,

   

  We are sorry to hear about your experience while using our service. We totally understand the inconvenience caused to you by this issue. But please note that the customer gets a Waybucks/credit refund when they cancels the reservation online and it can be reversed anytime back on their original payment method as per the customer's request. We see that the reservation for $67.45 was refunded as Waybucks on 11-20-2022 when you cancelled it online. It's been a year since then and we couldn't find any records of you being contacted to our customer support team for a credit card reversal. As per our company policy, Waybucks has a validity of one year which was completed on 12-14-2023  and that's why you were unable to use the remaining Waybucks. If you need any further help on this issue, please contact our support team on ************ or **************** Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21030442
  
  I am rejecting this response because:

  1.when I cancelled the original reservation, I didn't notice and you didn't let me know the refund will come as the waybucks.

  2. After I noticed to refund as waybucks, I called you and asked you to refund to original payment. but you couldn't proceed it. you should tell me the limit to use if you have.

  3. I didn't know about the waybucks limitation to have a due and use it at once when I use it. if you have a due, you need to let me know at once.

  4. I paid you $67.45 and refund as waybucks. I tried to use $37.92 and lost $29.53 without any notice and your service.

  I want to get them back $29.53.

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

  

  Business Response

  Date: 12/25/2023

  Hi ********,

  We totally understand your frustration and inconvenience caused by this issue. We are ready to make it right for you so we can add the Waybucks worth $29.53 to your Way account again and you can use it. Please let us know if you wish to proceed with the same. Thanks for your understanding.

   

  - Way Team

   

  Customer Answer

  Date: 01/05/2024

  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:12/13/2023

  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.

  Way.com is emailing me telling me they refunded my money for the cancelation and sent it to my credit card but my credit card is not crediting my account, because they did not receive credit.So I am not really get my money back.

  

  Business Response

  Date: 12/14/2023

  Hi *****,

   

  We see that a full refund of $34.65 was initiated from our end on 10-19-2023 on your card ending ****. We have already sent you the payment receipt a couple of times that shows the refund. The same has been attached here also for your reference. Please reach out to your bank with this receipt if you still didn't see the credit on your account. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 03/21/2024

  My claim number is #******** and it was closed, the merchant did not refund my money. They said they sent it to my credit card but they did not receive it. I just want them to send me my money by check. Thanks for your help.

   

  Felix 

  

  Business Response

  Date: 03/21/2024

  Hi *****,

  As discussed in our previous conversations with proof of refund, we have already refunded you a full amount of $34.65 on October 19th, 2023. Please reach out to your bank directly with the receipt of refund that we have shared with you. If you need any further help, please reach out to our manager's team at *************.

  - Way Team

  Customer Answer

  Date: 06/04/2024

  I have attached credit card information where they charged my card for way.com $17.75 which they say they didn't charge and never gave me a credit. Please see attached letter from chase bank stating no credit was received. ( Taken indication by BBB rep ****

  

  Business Response

  Date: 06/06/2024

  The charges appear to be linked to a reservation the customer made through **********************. Our records indicate that the reservation has been fulfilled, and we have no documentation of any communication from the customer about this booking. Our refund policy allows for a hassle-free refund before check-in, no questions asked.

• Initial Complaint

  Date:12/11/2023

  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 $96.68 on December 4th,2023 for a parking spot at a hotel with shuttle service to *************. Never received a confirmation email. Called hotel and learned they only offer parking to guests. Called Way.com and got nowhere. ??

  

  Business Response

  Date: 12/14/2023

  Hi ******,

   

  We are extremely sorry for your experience at our partnered location. Thank you for bringing this to our attention. We have tried to get in touch with the parking lot to verify this issue but unfortunately, we couldn't reach out to them as our calls and emails were left unanswered. Please understand that Way is an online marketplace and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Kindly provide us with the alternate receipt of the parking that you have ended up parking at.. This will allow us to verify the issue and to back up your claim in case if we are unable to reach out to the facility and later they come up by declining your claim for a refund. Thanks for your understanding and cooperation.

   

  - Way Team